We get it: occasionally something goes wrong with an online order and you'd like to get a refund or make an exchange. Here's all the info you need to help you when you shop in our online jewellery store.
Because we genuinely want you to be happy with your Simone Walsh Jewellery purchases, we have a happiness guarantee: simply return your purchases for any reason and get your money back. Learn more about our money back happiness guarantee.
If your item is faulty, was damaged during delivery or if we made an error, read on to find out what to do. Click on the headings below to reveal or hide the details:
- Happiness guarantee returns
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Our happiness guarantee allows you to return a purchase from Simone Walsh Jewellery for a refund for any reason: if it doesn't suit you or doesn't meet your expectations, for instance.
These returns should be made within 30 days of delivery (with additional time for gifts at Christmas - just ask us). It's important that items are returned to us in the same condition you received them. In particular earrings should be unworn. Read more about these returns, including exclusions.
If you want to make a return, please contact us to let us know. We'll provide you with our delivery details.
- Happiness guarantee exchanges
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We want you to be happy, so you can exchange your jewellery if you would prefer something different or have made an error with your order.
As a type of 'happiness guarantee' return, items to be exchanged should be returned to us within 30 days of delivery and it's important that items are returned to us in the same condition you received them.
Read more about these returns, including exclusions.
If you want to make a return, please contact us to let us know. We'll provide you with our delivery details.
Once we've received the return item we'll get the exchanged piece on its way to you ASAP.
Postage costs:
There is usually an additional cost for postage for sending you an exchanged item, unless the exchange is due to a fault or error on our part. This will vary depending on your location but will match Australia Post postage costs.
To speed up the process, if you're in Australia you can include a pre-paid Australia Post satchel with your return address on it.
- Faulty items
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Items which are faulty are rare as pieces are always checked before being packed. However, very occasionally a problem can slip through without being spotted.
If you discover a fault with your item, please contact us with the details and to organise to replace or refund your purchase. We may ask for a photograph of the problem so we can understand what's going on.
Such returns generally cannot be accepted after 3 months of purchase, by which time any faults should have become apparent.
We may ask you to return the faulty item so we can see what went wrong and also so we can recycle the metal. If this is the case we will cover any postage costs.
- Items damaged during delivery
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If your item appears to have been damaged during delivery, please contact us ASAP to organise a replacement.
You may wish to also contact the post office or other delivery organisation on your side to lodge a complaint about this.
We may ask you to return the damaged item so we can see what went wrong and also to recycle the metal. If this is the case we will cover any postage costs.
We may ask for a photograph of the problem so we can see what's happened.
- Errors on our part
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We do our utmost to make sure products and orders are sent correctly. However, we're only human and occasionally mistakes can happen.
If you've been sent something in error, we have missed/misread an instruction, an item is missing from your order or anything similar, please contact us and we'll work with you to fix the problem.
If we have sent an incorrect item, we may ask you to return it. If this is the case we will cover any postage costs.
- Returns of custom made or altered items
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If you've ordered a custom sized ring and gave us an incorrect size, we can resize or replace it. However there will be an additional cost for this as custom sizes cannot easily be resold. See our miscellaneous section where you can purchase a custom ring resize.
Other items which are entirely custom made or extensively altered generally cannot be returned unless there is a fault, the item was damaged during delivery or if there was an error on our part. This also includes gift cards which have had a message entered into them.
If you have any questions about a custom made item, please contact us. Note that we are not currently undertaking any custom designs.
- Your refund or exchange
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Once your returned item is safely received by us we will issue you with a refund as quickly as possible or we will ship your exchanged item as soon as we can.
Unless your return is due to a fault, damage during delivery or an error on our part, note that any postage costs will not be refunded. If you are exchanging an item in the same circumstances, additional postage costs are likely to apply.
