Refund Policy
RETURN
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
- Due to the nature of personalised jewellery we cannot accept returns on our customised pieces;
- Earrings cannot be returned for hygiene reasons
- Must be processed via our Return Portal
To start a return, you can contact us at support@elliegrace.com.au. If your return is accepted, we’ll send you a return portal link to lodge your return.
WARNING: Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at support@elliegrace.com.au.
Cash refunds(Australia Only)
Cash Refunds are processed within 5 - 7 business days once the return has been received by our warehouse. Australian return shipping and restocking is covered by a flat fee. This fee is deducted from the total returned value.
CANCELLING/CHANGING ORDERS
We begin working on your piece straight away so please check all details of your order – style, the colour of the metal. If you wish to cancel or change your order please contact us immediately at support@elliegrace.com.au and we can check what stage in the process your order is in. If your piece has already been started it may not be possible to cancel or change it.
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 send out a replacement as soon as possible. Please attach an image of the damaged/wrong item in your email for a swift process.
Exceptions / non-returnable items
Due to hygiene reasons, all earrings are final sale.
Incorrect item/ Spelling
If your product wasn’t as you ordered, please contact us (and include a photo) at support@elliegrace.com.au and we will arrange a replacement or repair as soon as possible.
We do not offer refunds for faulty, damaged or incorrect items, rather we will repair or replace the item. This is our company policy which complies with the ACCC.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
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. Please remember it can take 3-10 business days for your bank or credit card company to process and post the refund too.
