Refund policy
Returns, Exchanges & Store Credit
Every piece is made with care. If something isn't quite right, we're here to help: hello@jacquelineleejewellery.com
Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a piece has a major failure, you're entitled to a replacement or refund. If the problem isn't a major failure, we'll repair or replace it within a reasonable time, and if we can't, you're entitled to a refund. Nothing in this policy limits those rights.
Faulty, damaged or incorrect items
Please check your order when it arrives. If a piece is faulty, arrives damaged or isn't what you ordered, email us with your order number, a photo and a short description. If it's faulty, we'll offer a refund, repair or replacement as the law requires, and we'll cover return postage. Manufacturing faults include a faulty clasp, weak soldering, a broken link, or a stone that falls out because it wasn't set properly.
Wear and care
Our pieces are demi-fine jewellery made for everyday styling, and fine chains are delicate by design. Damage from accidents, pulling or snagging, impact, or chemicals such as perfume, chlorine or cleaning products isn't a manufacturing fault. If that happens, get in touch and we'll help with repair options where we can (costs may apply).
Before you return
Every return travels twice, uses new packaging and too often ends up in landfill. If a piece isn't quite you, please consider gifting it to someone you love instead.
Change of mind and size exchanges
If you'd still like to return a piece, you can do so within 14 days of delivery, unworn, undamaged and in its original packaging.
- Change-of-mind returns are issued as store credit, or exchanged for another size.
- We'll send you an Australia Post return label. Return labels aren't free: a $10 postage and handling fee is deducted from your store credit or refund.
- This fee is waived once, on your first store-credit return or exchange.
- Cash refunds for change of mind are only offered with our approval, and the $10 fee applies.
- We don't offer price adjustments. Returns made to repurchase the same piece at a lower or sale price won't be accepted.
- Original shipping isn't refunded.
Christmas gifting: orders placed between 15 November and 24 December can be returned or exchanged until 15 January.
Not eligible for change of mind
- Earrings (for hygiene reasons)
- Sale items
- Custom or made-to-order pieces (such as letter and 9k solid gold pieces)
- Gift cards
Change-of-mind returns are available for Australian orders only. These limits don't affect your rights if a piece is faulty.
How to return
- Email hello@jacquelineleejewellery.com within 14 days of delivery with your order number and the piece you'd like to return.
- We'll confirm your return and email your Australia Post return label.
- Pack your piece in its original packaging and drop it at any Australia Post outlet.
Store credit and refunds
Store credit is issued to your account once we've received and checked your return, usually within 5 business days, and can be used at checkout. Approved refunds go back to your original payment method within 10 business days; your bank may take a little longer.
Contact
Jacqueline Lee Jewellery · PO Box 166, Riverside TAS 7250 · hello@jacquelineleejewellery.com