Returns Policy - Domestic Only (Aust)
We get it, sometimes things just don’t work out..
Ivy Design Jewellery will happily exchange or offer a online store credit to the full amount, less shipping costs, if you are unhappy with your piece. You must contact us within 5 days of originally receiving your order.
To organise a return or exchange, please contact us at firstname.lastname@example.org for approval - in this email please include your;
• order number
• the product you are returning
• the reason for your return
You may be asked for further information during this process
Once your return lands on our bench it will go through a thorough assessment to make sure it meets our return criteria. If it does, beautiful! We’ll process your return asap. If it doesn’t meet our criteria (listed below) you will be contacted and invoiced for return shipping so we can return the piece to you. Ivy Design Jewellery takes no responsibility for covering the cost of returns, both ways.
If you wish to return a purchase made at the Rose St market you must have a proof of purchase, you can ask for a receipt to be emailed to you when you make a purchase with us at a market. Market purchases remain subject to these terms and conditions.
Please see the following terms to determine if your order is eligible for return
• contact must be made within 5 days of the original receipt
• the piece being returned must be in original condition, unworn, undamaged, clean and just as you received it
• the return must be received by Ivy Design Jewellery within 7 business days* from the time it is approved
A piece will not be accepted for return if;
• a piece is returned not in it's original condition ie: shows signs of being worn, scratched, damaged
• earrings - due to hygiene reasons we cannot accept returns on earrings
• the piece is custom made, special order, a sale item, engraved, stamped - all are final sale
• if the item is returned outside of the acceptable time frame - 7 business days*
*note the only exemption made to the 7 day return time frame is if postal services are interrupted by a natural disaster and are unable to deliver within that time frame. If a public holiday falls on a mon-fri it is not counted as a business day.
Returns Policy - International
All International orders (outside of Australia) are final sale and will not be accepted for return.
The customer is responsible for all shipping costs in returns & exchanges unless the item is being returned for a manufacturer's fault, or as a result of a mistake on our end.
Be sure to package the return well, in its original packaging and keep the tracking & proof of shipping (lodgement receipt, this is not the same as a purchase receipt). We recommend using Australia Post's Express service (flat rate).
Ivy Design Jewellery will not be held liable if any damage is to occur in transit or if the package goes missing. We will not issue a refund if this occurs.
Damaged or Faulty
All pieces are thoroughly checked over before they are shipped out.
If you receive your jewellery and discover your item is somehow faulty or has been damaged in transit, please contact us asap so we can begin to resolve the issue as efficiently as possible. We can only finalise the case once the product(s) have been returned per instructions above.
Damaged items are assessed case by case and if damage has occurred due personal wear & tear, mistreatment or not caring for the jewellery as per our care instructions then it will not be covered under our warranty and will not be accepted for return.
Ivy Design Jewellery reserves the right to judge whether or not an item has been subject to abuse, mistreatment, alteration, or any act resulting in deterioration. On inspection, if the Jewellery shows any of these signs our guarantee is entirely void and you will not be refunded.
Ivy Design Jewellery
PO BOX 124 Melton
If you have any further queries please don't hesitate to contact us or email our customer care team directly at email@example.com