Refund policy

Jacqueline Lee – Returns & Exchanges Policy

At Jacqueline Lee, every piece is crafted with care and attention to detail. As a small, independent business, we operate with very tight margins, which allows us to focus on quality, design, and customer experience.

Warranty
All jewellery comes with a 3-month warranty covering manufacturing defects. Please note that this does not cover accidental damage, normal wear or misuse. 

Wear, Care and Product Durability Policy

Our jewellery is designed as modern demi-fine and fashion jewellery intended for everyday styling. While we select quality materials and construction methods, pieces in this category remain delicate items and require reasonable care when worn.

Manufacturing faults typically include defects present at the time of supply, such as:
• faulty clasps or closures
• weak or incomplete soldering
• structural defects in chains, settings, or links
• stones or components falling out due to improper setting

If a manufacturing issue occurs, customers should contact us with photographs and a description of the issue so it can be assessed.

However, jewellery is subject to normal wear and tear over time. Damage resulting from ordinary use, accidental force, or improper care is not considered a manufacturing fault. Examples of wear and tear include:
• chains or bracelets snapping due to pulling, snagging, or tension
• bending, stretching, or distortion of metal components
• damage caused by impact, sports, sleeping, or heavy activity while wearing the piece
• exposure to chemicals such as perfume, sunscreen, chlorine, cleaning products, or saltwater
• natural fading, scratching, or plating wear over time

Certain pieces—particularly fine chains, minimalist bracelets, layered necklaces, and lightweight designs—are intentionally made to be elegant and minimal. These pieces are more delicate and should be worn with care.

To extend the life of your jewellery we recommend:
• removing jewellery before showering, swimming, exercising, or sleeping
• avoiding contact with perfume, lotions, and chemicals
• storing pieces individually to prevent tangling or pulling
• fastening clasps carefully and avoiding excessive tension on chains

If a piece is damaged due to wear, accidents, or external force, we may still be able to assist with repair options where possible, though repair costs and shipping may apply.

Sizing
We ask you measure your wrist before purchase to ensure the best fit. For adjustable sizing, chain extenders are available and can be purchased separately online, allowing your jewellery to be worn comfortably and flexibly.

Exchanges & Store Credit
While we are unable to offer refunds, we are happy to provide store credit for items returned in perfect condition within 14 days of receipt. This allows you to choose something you’ll truly love.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like earrings, for hygiene reasons. Please get in touch if you have questions or concerns about your specific item.  Unfortunately, we cannot accept returns on sale items or gift cards.

Shipping
Please note that original shipping costs are non-refundable, and a small fee of $10-$20 will be deducted from your store credit to cover postage, handling, and packaging (depending on your shipping location). This helps us continue offering high-quality pieces and personal service without compromising on affordability.

How to Return

  1. Contact us at hello@jacquelineleejewellery.com within 7 days to let us know you’d like to return your item.
  2. Ensure the item is unworn, undamaged, and in its original packaging.
  3. Ship it back to us using a secure method—you’ll receive your store credit less postage, handling, and packaging once we’ve received and inspected your return.
  4. Please note that returns will need to be sent to the following address: PO Box 166, Riverside TAS 7250.

Our Promise
We want you to feel confident in your purchase. If something isn’t quite right, our team will work with you to ensure your store credit can be used toward the perfect piece.

International Policy
We do not offer any returns or refunds to orders outside of Australia.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@jacquelineleejewellery.com.