We get it: occasionally something goes wrong with an online order and you'd like to return an item for a refund or exchange. Here's all the info you need about returns, refunds and exchanges when you shop in our online jewellery shop.
Because we want you to be happy with your Simone Walsh Jewellery purchases, we have a happiness guarantee: you can return your purchases for any reason within the timeframe below and get your money back, or you can make an exchange instead. We also offer a limited repair service as part of our happiness guarantee.
Note that there are terms and some exceptions apply: be sure to read below for important details.
Of course we'll also make things right if there is a fault, error on our part or if your order is damaged or lost during delivery. These issues are covered by our broader policies outlined below.
Here's all the information you need about returns, refunds, exchanges and repairs:
Our happiness guarantee means you can return a purchase from Simone Walsh Jewellery for a refund or exchange for any reason: for instance, if it doesn't suit you or meet your expectations. Yay!
Read on for important terms and exceptions.
- There are exceptions and modifications to our happiness guarantee for some products, especially rings (details below).
- Returns should be arranged with us and sent within 14 days of delivery of your purchase (with additional time for gifts at Christmas - just ask).
- To be eligible for a refund or exchange, items must be returned in the same condition in which you received them and in particular earrings must be unworn.
- You are responsible for shipping your return to us, including costs (details below).
- Any shipping costs incurred for your initial purchase are non-refundable for happiness guarantee returns (shipping is free in Australia for most orders).
- If your issue is due to a fault, error on our part or issue with delivery, then this is covered by our broader returns policies. Scroll down for further information about these circumstances.
Arrange a Happiness Guarantee refund:
To make a return for a refund, please contact us first to let us know so we know to look out for it. We'll provide you with our delivery details and other key information. The item/s to be refunded should be in the mail to us within 14 days of delivery of your original order and must arrive in the same condition in which they were received by you.
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.
Arrange a Happiness Guarantee exchange:
To make a return for an exchange, please contact us first to let us know the details and what you'd like in exchange. We'll provide you with our delivery address, other key information and details about any cost difference. The item/s to be exchanged should be in the mail to us within 14 days of delivery of your original order and must arrive in the same condition in which they were received by you.
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 happiness guarantee returns:
You are responsible for paying shipping costs, along with ensuring your return arrives safely and undamaged. Returned items should be securely packaged, you should make note of any tracking numbers and pay for additional insurance if you are concerned about delivery.
Although missing parcels are extremely 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 you are doing an exchange, there may be an additional charge for shipping the exchanged item to you. We'll discuss this with you.
Exceptions: Rings
We hand make rings to order and there are many different sizes, meaning that returned rings may not be easy to re-sell in order to recoup our costs, particularly in terms of labour. This is difficult to absorb for a small business like ours.
As such our Happiness Guarantee works differently for rings:
- Change of mind: You can return rings for this reason, however, we charge a restocking fee of 15% of the purchase price on returned rings to cover some of our labour. This will be deducted from your refund or accounted for if you're doing an exchange.
- Incorrect standard ring size: You need to know the correct size before ordering a ring. If you made a mistake, we'll resize or remake the ring/s to the correct size, but you'll need to pay an additional fee to cover our labour, along with return shipping. It may take 1-2 weeks for the work to be done after we've received your return. Contact us to discuss this and we'll determine the fee for your specific ring/s, which will vary based on size difference, metal and design of each ring. Alternatively ask a local jeweller about resizing as they may be able to do this more quickly and cost effectively (and you'll be certain that you have the size right!).
- Custom ring sizes: If you purchased a custom sized ring (rather than one of our 4 standard listed sizes), we may not be able to accept a happiness guarantee return or offer a change of size, depending on the size and style of ring you purchased. This is because we may not be able to re-sell that specific size later. Contact us to discuss if there's an issue.
It's important that you choose carefully when it comes to rings and especially that you know the correct size before ordering. We have a ring sizing kit available and a handy article to help you choose the right ring size. If in doubt, a local jeweller should be able to measure your size.
Exceptions: Other
Other happiness guarantee exceptions are:
- Exchanged items: If you've already returned your purchase and made an exchange, the exchanged piece is not eligible for another happiness guarantee return. Note that rings we have resized or remade for you are regarded as having been exchanged.
- Modified designs: Designs we have changed at your request (eg. changing a gemstone, chain type, length, etc.) may not be eligible for a return as we may not be able to re-sell that item later. Contact us to discuss this if you have any queries.
- Damaged items or worn earrings: Items which are not returned to us in the condition in which you received them or earrings which have been worn are not eligible to be returned for a refund or exchange.
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 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 (such as a locket clasp needing adjustment), 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. Read this article if you need help with cleaning your jewellery. If your jewellery needs more intensive cleaning or contains fragile gemstones, 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 re-string 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 for repairs:
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, including for repairs. You are also responsible for ensuring your return arrives safely and undamaged. Returned items should be securely packaged, you should make note of any tracking numbers and pay for additional insurance if you are concerned about delivery.
Although missing parcels are extremely 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.
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, again, 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 so we can better understand what's going on.
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.
If we've sent you an incorrect item we will send you the correct item ASAP. We'll also include a pre-paid Australia Post label so you can send the incorrect item back to us at no cost to you.
Shipping for faulty or incorrect items:
We are likely to ask you to return a 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.
We'll also provide you with a pre-paid shipping label if we have made an error, such as sending you an incorrect item.
In addition, we will cover the cost of shipping any replacement items to you in these circumstances.
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 once it arrives using our Happiness Guarantee: see above for details. Get in touch to discuss this.
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 please don't delay in letting us know if your order may have gone missing or there appears to be a problem with delivery.
Deliveries to unattended addresses:
If you choose 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.
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 an extremely 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 we can investigate and 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. In addition, we'll also cover the cost of sending a replacement.
We do our utmost to ensure 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 relating to errors:
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. In addition we'll cover the cost of any replacement items shipped back to you.
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.