We understand that sometimes things don't go quite to plan with an online order. Here's everything you need to know about returns, refunds and exchanges when shopping in our online jewellery store.
We want you to love your Simone Walsh Jewellery. That's why we offer a Happiness Guarantee: you can return purchases for any reason within the timeframe below for a full refund or an exchange. We also offer a limited repair service as part of this guarantee.
Some terms and exceptions apply, so be sure to read below for full details.
And of course, if your item is faulty, we've made a mistake, or your order is damaged or lost in transit, we'll make it right - see the relevant sections below.
Read on for everything you need to know about returns, refunds, exchanges and repairs:
You're welcome to return an item for a refund or exchange due to a change of mind, for example, if it's not quite right or didn't meet your expectations. However, there are conditions and some exceptions - read below for details.
If your issue is to do with a fault or delivery issue, then read further down for information in these circumstances.
Here's how Happiness Guarantee returns work:
- Happiness Guarantee returns must be sent within 14 days of delivery. Need more time for a gift? Just ask us.
- See important exceptions for some products (primarily rings - see below).
- Items must be in original condition and earrings must be unworn.
- You're responsible for return shipping, including costs.
- Any original shipping costs are non-refundable for a change of mind return.
Request a Refund:
Contact us first to arrange your return and we'll provide return instructions. Post the item to us within 14 days of delivery. It must be in original condition.
Once received and checked, we'll issue a refund to your original payment method as soon as we can. It may take a few days to show in your account.
Request an Exchange:
Contact us first with the details of your return and what you'd like instead. We'll provide return instructions and outline any price differences. Post the item to us within 14 days of delivery.
Once we receive your return and finalise payment (if applicable), we'll ship your exchange to you.
Shipping Your Return:
You're responsible for return postage and safe delivery to us. Be sure to pack items securely and record tracking details.
We can't issue refunds or exchanges for items that don't arrive. If your parcel is lost, you'll need to claim via the carrier used (eg. Australia Post).
Exceptions: Rings
We hand-make rings to order in many different sizes, which can make them difficult to re-sell if they are returned. Because of this:
- Change of mind: For standard sized rings returns are accepted, but a 15% restocking fee applies to cover some of our labour. This is deducted from your refund or considered in your exchange.
- Incorrect ring size: If you ordered the wrong size, we can resize or make it again for a fee (plus return shipping). Turnaround is usually 1-2 weeks. Contact us for details or consult a local jeweller for faster service.
- Custom ring sizes: If you ordered a custom size outside of our standard ring sizes, these may not be eligible for return or resizing depending on the style and size. Get in touch to discuss your options.
Please choose carefully. Use our ring sizer kit, read our ring sizing tips, or visit a local jeweller for help to get your size right.
Exceptions: Other
- Exchanged items: These are not eligible for a second exchange or refund. Resized rings count as an exchange.
- Customised items: Pieces modified at your request may not be returnable. Contact us with questions.
- Damaged or worn items: Items which are not in their original condition and earrings that have been worn can't be returned.
If your jewellery is damaged through wear or accident within 2 years, contact us to discuss a repair. We may be able to fix it free of charge, though some cases may incur a fee for labour or materials. Shipping charges may also apply for returning repaired items to you.
We only repair Simone Walsh Jewellery items. For other jewellery, talk to the retailer or visit a manufacturing jeweller for repairs.
For repairs beyond 2 years, or simple issues like locket clasps, we suggest you visit a local manufacturing jeweller. It's normal for jewellery to need occasional upkeep or adjustments over time.
Cleaning:
We don't offer a cleaning service. See our Jewellery Care & Cleaning Guide. Again, a local manufacturing jeweller may be able to assist with more complex cleaning, especially for valuable pieces.
Beaded Jewellery:
If your beaded necklace or bracelet breaks, we may be able to re-string it if you return most of the beads. If too many are lost, we'll discuss alternatives with you. Additional costs may apply.
Silk Necklaces:
We're happy to replace the silk on our silk necklaces when needed. The silk we use is durable, but may wear out with use. Get in touch to arrange a replacement.
Major Damage:
Badly damaged pieces may not be repairable. Contact us and provide photographs so we can try to assess whether a repair is possible and advise what's involved.
Shipping for Repairs:
Unless we made an error or the item is faulty or damaged in delivery, return shipping is your responsibility. Please pack securely, use tracking, and insure if needed.
We can't issue refunds for items we don't receive. If your return is lost, follow up with the carrier.
We take great care with assembling and packing our products, but mistakes can happen. If you receive a faulty item, we'll sort it out and send a replacement.
Faulty item returns are generally not accepted after 2 months of delivery, by which time any faults should be apparent.
Contact us with the details. We may ask for photos.
Shipping:
We may ask you to return faulty items. We'll provide a shipping label and cover replacement delivery costs.
We do our very best to get things right, but if we make a mistake with your order, get in touch and we'll fix it. We'll usually send you a replacement. If it's too late (eg. a gift), we can issue a refund instead.
Shipping:
We'll cover postage costs, including providing a return shipping label and refund of any original shipping (if applicable).
Worried your order is late or missing? Check our Shipping Info page for help with this. If you've followed the steps and are sure there's a problem, then read on.
Delayed Orders:
Get in touch if you are concerned about a delayed order as we can look into what might be going on and ask Australia Post to investigate.
We can't refund orders that are still in transit to you. If an order arrives too late (eg. a gift), you can return it under our Happiness Guarantee (see above).
Lost Orders:
If Australia Post confirms your parcel is lost after investigating, we'll resend your order or refund you - it's your choice.
Unattended Addresses:
If a parcel was delivered to your address and then goes missing, we're not responsible if delivery was confirmed by Australia Post. If you suspect theft, then report it to the police and your local post office. You may also be covered by your home contents insurance.
For valuable deliveries or unsafe addresses, we highly recommend using a business address, Parcel Locker, or PO box.
Delayed Reporting:
If more than 3 weeks have passed since expected delivery, we may not be able to investigate as Australia Post doesn't retain tracking records over longer timeframes. Please act quickly so we can do our best to help you.
Damage during delivery is extremely rare, but if it happens let us know as soon as possible so we can help you. Keep the packaging and take photos of the damage as we may need this for an investigation.
Shipping Costs:
If a return is needed, we'll provide a shipping label and also cover the cost of sending a replacement.
Once your return is received and checked by us, we'll process your refund or ship your exchange as soon as we can. Refunds may take a few days to show in your account depending on your payment provider.
If the return is not due to a fault or error on our part, any shipping charges won't be refunded. For exchanges, additional shipping fees may apply.