Cancellation by us
We reserve the right not to provide goods or services, terminate membership accounts, remove or edit content or cancel orders (or part thereof) at our sole discretion at any time. Without limiting the operation of any other Terms and Conditions, we will not be held liable for loss or damage arising from the exercising of these rights.
Cancellation by you
If you need to cancel an order, please contact us immediately via email at firstname.lastname@example.org. Our agreement with you only comes into existence once we have both confirmed your order and your payment has been processed. Once we have accepted payment for an order, cancellation of the order is within our sole discretion, and we have the right to take a 40% restocking fee.
It is your obligation to enter the correct delivery address details at the time of ordering. Should you enter the wrong address, we are not obliged to re-send the order to the correct address at our expense.
It is your responsibility to inform us if an order does not arrive. Once we learn an order has not arrived, we will lodge enquiries with Australia Post or other relevant freight company to ensure delivery occurs as soon as possible. We will not be held liable for any loss or damage resulting from late delivery.
Please note that if an item has been lost in transit, we will not dispatch a replacement item immediately. Replacement items will be dispatched according to our discretion.
Without limiting these Terms and Conditions:
- we will not accept liability for any loss or damage arising from a late delivery
- you agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order
- we will not accept liability for any loss or damage arising from items lost, stolen or damaged after delivery has taken place.
As our personalised jewellery products are all custom made, we allow 14 days after you receive the goods (when stating this is means time is averaged as 1 week after shipped date) for you to contact us if you receive a faulty product. There is no return of goods or cancellations of order due to a change of mind (if we have not started to make your order then we may allow this cancellation but the decision is at management’s discretion). If you make a spelling error and we have started making your order or you have already received it, we are unable to accept returns. We allow 1 month from the date of you receiving goods (averaged as 1 week after shipped date) to inform us if your chain of any type broke due to normal wear and we may replace it in good faith, however the final decision is at our discretion. If we approve for you to return the goods due to a broken chain, you will be required to return the goods at your own expense but we will not charge for replacing the chain as it is done in good faith that the chain was treated carefully when worn.
If your sterling silver name plate or chain tarnishes (goes black) within 4 weeks of receiving the goods, we will ask you for photos initially and then possibly to return it for inspection and we will repair or replace the name plate and/or chain at no expense to you, but you will need to pay for the return of the goods. If you chose the incorrect chain size and you have received the goods, you will need to pay a small fee to have the chain swapped, there are options available for purchasing chains only on this site. This is swapped for a price based upon us receiving the chain still in new condition as it is assumed someone tries on the necklace once and realises it's not a suitable size. If you have held the necklace for more than one month to use as a gift, it will still pass the warranty and the relevant terms and conditions will still be acceptable. If you have given the necklace as a gift and the one month warranty has passed, you may still swap the chain if it is not a suitable length, but again it is based on the condition of the chain being returned in new condition. For gold plated or solid gold chain breakage please contact us to arrange a chain swap, the fee for 18k gold plated on sterling silver chain swapping is $20 plus shipping; for solid white or yellow gold we cannot accept a return for incorrectly chosen chain length as we purchase solid gold chains from Italy per order due to the high cost. We will do our best to provide the lowest possible price if you do need to swap a solid gold chain. These chain swapping conditions will only be approved once we receive the goods and have approved their condition as they must be in new condition still. If any type of chain has broken and is no longer under warranty you will need to pay for a replacement of the chain. The cost to replace a sterling silver chain of any length is $20 plus shipping, 18k gold plated chain of any length is $40 plus shipping, and for solid yellow or white gold the replacement fee is $100 plus shipping, and you will need to pay for the cost of sending the item to us via registered post with tracking service. If the item breaks (not the chain but the actual name itself), within 1 month after receiving the goods, we may replace the name plate at our own discretion without charge, but you need to pay for the return of the goods to us. If a circumstance arises where we make your order correctly according to the style selected, material chosen and spelling but you are still not completely satisfied and we have attempted to resolve your issue/s in relation to the received goods from us, we may offer you a return of goods to us with a 40% restocking fee. This fee goes towards the cost of the materials and labour to produce your necklace, the 60% refund is only payable after the goods are returned to us in the original new condition and at your own expense via registered post with tracking service.
If you have received goods that you believe are not in acceptable condition (eg tarnished, scratched, broken), we will request photos initially and may ask for the return of the goods to assess further. We will take the opportunity to offer a repair or replacement as first step in this circumstance, before offering a refund if we are unable to rectify the issue. We will not refund just because you received the goods in a condition that you deem unacceptable, we have the right to assess initially.
If you need to contact us for any of the above issues, please write via email to: email@example.com