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 shop.
Because we truly want you to be happy with your Simone Walsh Jewellery purchases, we have a happiness guarantee: simply return your purchases for any reason within the timeframe given below and you'll get your money back or you can make an exchange instead.
We also offer a limited free repair service as part of our happiness guarantee.
Read on to get the full details about returns, exchanges and repairs.
Our happiness guarantee allows you to return a purchase from Simone Walsh Jewellery for a refund or exchange for any reason: if it doesn't suit you or meet your expectations, for instance.
These returns or exchanges should be arranged with us and sent within 14 days of delivery of your original order (with additional time for gifts at Christmas - just ask). Items must be returned to us in the same condition that you received them. In particular earrings must be unworn.
Read on for more details for both returns and exchanges, including important information about shipping.
Important: Our happiness guarantee does not necessarily include rings made to a custom size or other pieces modified at your request. Read below for more information or if your return is for another reason (such as a fault or an error on our part).
Happiness guarantee returns:
If you'd like to make a return, please contact us first to let us know so we know to look out for it. We'll then provide you with our delivery details. Your 'happiness guarantee' return should be in the mail to us within 14 days of delivery of your order. See below for important shipping information.
Once your return has been received and checked we'll issue you with a refund via your original payment method. Note that it may take a few days for the refund to clear into your account, which is beyond our control.
Happiness guarantee exchanges:
If you'd like to make an exchange, please contact us first to let us know the details. We'll provide you with our delivery address and details about any cost difference between your original order and the exchange. The item/s to be exchanged should generally be in the mail to us within 14 days of delivery of your original order.
Once we've received the returned item/s and any additional payment we'll get the exchanged piece/s shipped to you ASAP. If we owe you a refund we'll process it once your return has been received.
Shipping:
Unless your return or exchange is due to a fault, damage during delivery or an error on our part, you are responsible for paying shipping costs to make a return.
You are also responsible for ensuring your return arrives safely and undamaged. Returned items should be securely packaged and you should make note of any tracking numbers and pay for additional insurance if you are concerned about delivery.
Although missing parcels are very rare in Australia, we cannot provide refunds or exchanges for items we don't receive. If your return does go missing you should follow up with the carrier (eg. Australia Post) regarding compensation.
If your Simone Walsh Jewellery item has minor damage due to wear or an accident within 2 years of purchase, please contact us. Depending on the issue, we may well be able to repair it for you with no additional costs.
In some cases there may be an additional cost for materials or labour. There may also be a shipping charge for repaired items to be returned to you.
Note that we are unable to repair jewellery made by other companies or designers. You should instead contact the place where you bought those pieces or visit a manufacturing jeweller for help.
If you need a repair after 2 years of purchase or your repair is a simple one, we recommend talking to a local manufacturing jeweller. It's normal for any jewellery to occasionally need some attention over time due to wear and tear. If you have any difficulties, get in touch.
Cleaning jewellery:
We don't offer a cleaning service for our jewellery, but we will always clean any pieces we repair. Read this article if you need help with cleaning your jewellery. If your jewellery needs more intensive cleaning we recommend talking to a local manufacturing jeweller.
Beaded jewellery:
While we make them as securely as possible, beaded necklaces and bracelets can break occasionally, especially if caught on something. If you are able to pick up all or most of the beads we should be able to restring the piece for you if you send everything back to us.
If many or all of the beads are lost we can't guarantee that we'll still have the same beads available, but we may have options available that will make a suitable replacement. There may be an additional cost for replacement beads.
If you have a broken Simone Walsh made beaded necklace or bracelet, get in touch to discuss your options.
Silk necklaces:
If you've purchased a silk necklace from us we are generally happy to replace the silk at any time at no cost for materials and labour as needed. Although the silk is sturdy and designed for use with jewellery, it may wear out after being extensively worn. Contact us to arrange this.
Major damage:
Jewellery pieces which have more major damage may not be able to be repaired and you may need to consider replacing the item. Contact us to discuss the situation and we'll be happy to give you an idea of what's needed to repair your item or if it is beyond repair.
Shipping:
Unless your return or exchange is due to a fault, damage during delivery or an error on our part, you are responsible for paying shipping costs to make a return, including for repairs.
You are also responsible for ensuring your return arrives safely and undamaged. Returns should be securely packaged and you should make note of any tracking numbers and pay for additional insurance if you are concerned about delivery.
Although parcels going missing is very rare in Australia, we cannot provide refunds or replacements for items we don't receive. If your return does go missing you should follow up with the carrier (eg. Australia Post) regarding compensation.
Items which are faulty are rare as pieces are checked when made and before being packed. However, occasionally a problem can slip through without being spotted. We also check items to be packed against your order information, so sending incorrect items is also rare but it can happen.
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 you to email us a photograph of the problem so we can understand what's going on.
If we have sent you an incorrect item we will send you the correct item ASAP. We will include a pre-paid Australia Post label so you can send the incorrect item back to us at no cost to you.
Returns of faulty items generally can't be accepted after 2 months of purchase, by which time any faults should have become apparent. We can be more flexible with timing for Christmas gifts - just get in touch to ask.
Shipping costs:
We are likely to 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'll provide you with a shipping label to cover the postage costs.
If you're concerned about a late or missing order delivery, check our shipping page for more information about shipping and what to do next. Read on for details about our refunds and returns policies in relation to late or missing orders.
Orders delayed in transit:
We can't refund orders that are in transit but are taking longer to arrive than anticipated. As per the information on our shipping page, we will lodge a support request with Australia Post to investigate and try to resolve the issue.
If your order arrives too late (eg. it was a gift), you can still return it to us for a refund using our Happiness Guarantee: see above for details.
Orders lost in transit:
It's extremely rare, but if an Australia Post investigation determines that your delivery has been lost in transit, we will re-send the order ASAP at our cost or we will issue you with a refund if you prefer.
As per the information on our shipping page, we're unable to resolve this issue until an investigation has been undertaken, so don't delay in letting us know if your order may have gone missing.
Deliveries to unattended addresses:
If you chose to have your order delivered to an address which may be unattended, the delivery agent in your area will make a decision about whether there is somewhere safe to leave your parcel. If not they will arrange for you to collect it from a local post office.
If your parcel was left at a delivery address that was unattended, we are not responsible if Australia Post confirms that the parcel was delivered to the correct address but it has subsequently gone missing. If this does happen we can follow up with Australia Post for more information, so please let us know and we'll do our best to assist you.
If it appears your parcel was stolen after delivery, this is a crime and you should make a police report. We also recommend reporting it to your local post office. You may be covered by your home contents insurance in this situation, so speak to your insurance company.
To be on the safe side, we highly recommend using an attended businesses address or post office box for delivery of valuable parcels.
Delayed reporting:
If there's a lengthy delay in reporting a missing order to us (3+ weeks after expected delivery) we may not be able to assist you as it may be too late to investigate what happened.
Be aware that Australia Post does not always retain information online for Australian tracking numbers that were first scanned over 2 months ago, but they may still be able to look up details in their systems.
It's a very rare occurrence, but if your item appears to have been damaged during delivery, please contact us ASAP to organise a replacement.
We'll also discuss lodging a complaint with the delivery service. It's important that you retain the packaging and document the damage with a photograph so that a complaint can be lodged with the delivery service.
Shipping costs:
We may ask you to return the damaged item so we can see what went wrong and also so we can recycle the metal. If this is the case we'll provide you with a shipping label to cover the postage costs.
We do our very best to make sure that products and orders are sent correctly. However, we are human and occasionally mistakes can happen.
If you've been sent something in error, we have missed or 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 as quickly as we can.
Generally we will send you a replacement order, but if the replacement is going to be too late (eg. it's a gift) we can issue you with a refund instead.
Shipping costs:
If you are making a return due to an error on our part we'll provide you with a shipping label to cover the postage costs. If your incorrect order is not being replaced we will also refund any shipping costs you paid for the original order.
Custom sized rings or altered items
If you've ordered a custom sized ring (rather than one of our standard sizes) and gave us an incorrect size, we can resize or replace it. There may be an additional cost for this as custom sizes cannot easily be re-sold. Contact us to discuss this.
Any other items which are 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, other than custom sized rings.
Once your returned item is safely received and checked by us, we'll issue you with a refund or arrange your exchange as soon as we can.
Note that often there is a delay of a few days between us processing a return and the refunded amount arriving in your bank account. This is to do with the processing times of our payment providers and is beyond our control.
Unless your return is due to a fault, damage during delivery or an error on our part, any shipping paid for your order will not be refunded. If you're exchanging an item in these circumstances, additional postage costs may apply.