Refund policy

All items purchased are non-refundable. Made-to-order and bespoke items are not exchangeable.

We reserve the right to return anything you send back to us to you if what you send us does not meet the terms of our returns policy.

 

Made to Order Products and Bespoke Products

For the purposes of this Returns policy, made-to-order products are products that are not available ex-stock, in other words they are products that dispatch after 48 or more hours have passed because they are made to order.

For the purposes of this Returns policy, Bespoke products are one-off, or customised items, made especially for you based on your parameters and choices.

With respect to made-to-order products and bespoke products, if you change your mind or make an error and wish to cancel your order you are able to cancel your order for up to 60 minutes after making the order. After this time we are unable to cancel your order. Please contact our customer service team for assistance if you are within 60 minutes of making your order.

 

Ready to Ship Products

We aim for very fast turnaround times. As a result we are unable to cancel or change orders for ready to ship items.

 

Returns and Exchanges

Excluding items that are made-to-order and excluding bespoke items, and excluding earrings and items that can be marred by personal hygiene, and excluding items shipped to a location outside of Australia, where possible, we will work with you and attempt to assist if you wish to return the item for a credit, a different product or gift card. If we can exchange the item and you choose a dearer item you will need to pay the difference.

In any event, to be eligible for a return, items must be unused, in their original condition, and with the original packaging intact. And if you intend to return an item you need to alert us of your intention to return within 24 hours of your purchase.

If you intend to return an item you will also need to contact us to find out the return address.

Certain products, such as personalised or custom-made items, perishable goods, and intimate or sanitary goods, may not be eligible for return due to hygiene or customisation reasons. Please check the product description or contact us for clarification before making your purchase.

If we do authorise your return we recommend you send the item you are returning with a tracked shipping method where a signature is required.

Any Sale items are not returnable or exchangeable.

Please contact the Customer service team for assistance.

 

Return and Exchange Process

To initiate a return, please follow these steps, which are subject to change on a case by case basis:

1. Contact Us
   Before returning your item, please contact our customer service team to obtain our returns address, a return authorization and instructions on how to proceed.
2. Package Your Item
   Securely package the item to be returned, including all original packaging and any accessories or documentation that came with the product.
3. Return Shipping
   You are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., incorrect or damaged item). We recommend using a trackable shipping method with a signature upon delivery required to ensure safe and timely delivery of your return.
4. Inspection and Processing
   Once we receive your returned item, our team will inspect it to ensure that it meets the eligibility criteria outlined in our returns policy. If the return is approved, we will process your exchange as per your request.

 

Refunds

We do not issue refunds for change of mind or incorrect purchases.

 

Contact Us

If you have any questions or concerns regarding our returns policy or your specific return request, please don't hesitate to contact our customer service team. We are here to assist you and ensure that your shopping experience with us is positive and hassle-free.

Thank you for choosing Jewelco.com.au.  We appreciate your business and strive to provide excellent customer service at all times.