Faulty Products - Contact me within 1-2 business days.

If a product arrives with a major fault, please photograph immediately whilst still in the original packaging (and include shipping label/packaging in images) and contact me via email jewellerybygen@gmail.com with the images attached. This may be required for Australia Post insurance purposes. A refund will be provided in these cases including all shipping costs.

Change of Mind - Contact me within 5 business days.

I do accept change of mind returns for refund, exchange, or credit, for all products except earrings. The item should be returned in unused, new condition. The buyer will pay for the original and return shipping costs in these instances. When shipping your item back to me, please photograph the unused condition of the jewellery before shipping for the purposes of shipping insurance should something go wrong.

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I cannot accept returns for earrings for hygiene reasons (please contact me anyway as I would still like to hear from you and why you are dissatisfied with the product). If you are not happy with the earring findings (e.g., sleeper/hook), I may be able to replace with another option for you subject to availability. This may result in additional costs.

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​If you have chosen the wrong ring size, return shipping costs will be covered by the buyer. I may be able to increase the ring size slightly in some circumstances, but in most cases, only a return or exchange is suitable. I have a Ring Size guide on my website and my Instagram to help you, or you can pop into a jewellery store and they will usually kindly figure it out for you.

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A note on the handmade nature of my jewellery.

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I want you to fall in love with my jewellery and to actually wear and enjoy it! This is why I do accept change of mind returns in most cases. However, please keep in mind these items are handmade  and one of a kind, they are not perfect. I use silversmithing to make my jewellery (not wax or sandcasting) and primarily use sea glass, so asymmetry and blemishes do occur and I cannot perfectly replicate other pieces of jewellery.

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As stated in our Terms and Conditions...

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"We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.​​

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We do not protect any products and/or services sold on our website to be free from minor imperfections such as scratches, asymmetry, or dents in the glass, gemstones, or metal. This is due to the handmade nature of the products and the way sea glass is produced. We do not protect any products and/or services sold on our website to be immune from any breakage or damage after purchase, due to the fragile nature of glass when dropped or mishandled, and/or the result of owner negligence."

We do not guarantee that photographs of any products and/or services on our website purchased by you will accurately translate this depiction into real life due to the nature of photography and effects of lighting and sunlight.
 

I cannot guarantee that any item will be free from minor tarnishing or blemishes. Due to the unique properties of silver and chemical reactions with the air, tarnishing is inevitable. Please see my web page "Jewellery Care" for how to care for your jewellery and help reduce the likelihood of tarnishing occurring. Jewellery can be sent back to me (at additional cost) for re-polishing if the item has been tarnished after you have begun wearing the item.

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Contact me via email: jewellerybygen@gmail.com

You can expect a reply within 2 business days. I am not chronically online xoxo

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