If you change your mind, we offer a store credit or exchange on any full-priced item subject to the following conditions:
- Item(s) must be returned within 14 days of dispatch. We suggest all items are tried on as soon as they are received to ensure you are able to return items within this timeframe.
- Item(s) must be returned in original condition, unworn, unaltered, unwashed and with their tags attached.
- Due to health & hygiene requirements we cannot accept the return of Swimwear, Earrings and Toe Rings.
- Sale, clearance and sample items cannot be returned if you change your mind, due to the limited nature of these items.
Embella Jewellery defines an 'exchange' as a change of mind, where you would like to swap your item for a different size or colour. Exchanges are included in the above conditions and are subject to availability. If you have ordered the incorrect size, we
are more than happy to offer you an exchange. In this case, the cost of return
shipping is to be paid by the customer as this falls under customer
Under the Australian Consumer Law, merchants do not have to accept a return if they simply change their minds.
Unfortunately, we cannot guarantee that we can make any changes or cancel your order once it has been placed. We recommend contacting us on +61 8 8941 175 or via email@example.com if you wish to cancel or change your order.
We reserve the right to cancel an order up until it is dispatched from our warehouse and a tracking confirmation email is sent.
Please email us and we can resolve this for you as soon as possible.
Our obligations, under the Australian Consumer Law, include replacing the item (subject to stock availability), repairing the item, or providing a refund upon receipt of the item returning to our warehouse.
Return shipping of faulty or items received in error may be reimbursed by Embella Jewellery upon proof of receipt of postage.
We offer a 3-month manufacturing warranty (excluding fair wear and tear) on all Embella Jewellery from the date of purchase. For more information, visit our Warranty page.
An item is deemed faulty if;
- The item has an unadvertised defect
- The item is unsafe
- The item is not suitably durable or,
- The item is unacceptable in appearance or finish
- Does not fit the description as advertised online and in store.
An item is not faulty if;
- Any defects are displayed or communicated to you prior to purchase
- You examined the item before purchasing and didn’t find defects you should have noticed
- You have used the item in an ‘abnormal’ way
- You have used the item for a long time
If your order is missing and the tracking information states that it has been delivered, please email us so we can help you. The companies we ship with have their own investigation processes, and we work closely with them to locate, replace or refund your order.
Please note that if your shipment is deemed lost as a result of the shipment company's investigation, Embella will reimburse you, minus any logistics charges incurred due to customer error.
Proof of purchase is required for all returns (including faulty goods). If you do not have a customer account and/or lose your gift receipt or cash register receipt, you may be able to confirm your purchase using your credit card statement. We encourage all customers to opt for a digital receipt which is emailed to you and better for the environment.
How you are refunded depends on your original payment method and whether you received the items as a gift.
Upon receipt of the items, you will receive a refund for the purchase price (excluding original shipping costs) directly to the original method of payment used for purchase.
Where your items were gifted to you or the items fall outside of the conditions of a 'Change of Mind' return, you may be offered store credit.
Gift Cards + Vouchers
If you paid with a gift card, you will be refunded the amount via gift card with a unique code.
Where Afterpay is the form of payment, we will send the refund via Afterpay which may take up to 10 business days to reach your account.
Please note: there is a 5% processing fee on refunds through Afterpay.
If you paid import duties or taxes on an item that you have returned and would like a credit invoice to send to your customs office please contact us.
We aim to process refunds quickly. Please allow up to 7 business days for returns to be processed.
Once we have confirmed your return through our standard return process, we are legally obligated to process any refunds through the same form of payment as the original payment on the order.
Where Afterpay is the form of payment, there will be a 5% fee deducted from your refund balance. We will send the refund via Afterpay which may take up to 10 business days to reach your account.
For more information on Afterpay Refunds, click here or visit https://help.afterpay.com/hc/en-au/sections/203372906-Returns-Refunds. Alternatively, visit our Afterpay FAQ here.
Please contact us through our “Community” page and lodge a Return or Exchange through the desired segment.
If the return is received in poor condition (not resalable), your return will be sent back to you after an invoice has been paid for the cost of your return shipping.
Embella is not liable for the loss of item(s) being returned to us. We recommend retaining your shipping receipt as proof of shipment and tracking.
PLEASE NOTE: Our Returns Team responds to all enquiries within 1-5 business days (excluding weekends and public holidays). We appreciate your patience in waiting for a response.
Change of Mind Returns
You will be responsible for shipping and handling charges to return any unwanted items.
We recommend shipping via a traceable method and retaining proof of postage until you have received confirmation that your return has been processed. Lost shipments will not be refunded.
In case of a parcel being rejected at customs due to a change of mind, we reserve the right to withhold all duties and taxes incurred from your refund once it has been returned to us. These are treated as 'return to sender' shipments which are considered a low priority by our courier and can take up to three (3) months to return to our warehouse.
Please note: Subject to our obligations under the Australian Consumer Law or similar legislation, international returns cannot be accepted where the value of the items being returned in one shipment is over $1000. Please ship the items separately if over the value of $1000 to avoid deductions from your final refund amount.
The following products cannot be returned due to health and hygiene or store policy:
- Toe Rings
- Sale, Clearance and Sample products.
The following products are excluded from our refund policy. These items are non-refundable.
Gift Cards and e-Gift Vouchers
Gift Cards and e-Gift Vouchers are valid for three (3) years from the date of issue and are not redeemable for cash. They are non-refundable.
Gift Wrapping is non-refundable.
Warranty and Repairs
Each Embella product is carefully handcrafted from the highest quality materials. Given the delicate nature of a handmade process, we provide a three-month manufacturing warranty.
A repair may be offered for items up to a maximum of 3 years from the original purchase date. Repair requests outside of our warranty will incur a repair fee.
Items without proof of purchase cannot be repaired. We encourage all customers to choose a digital receipt as proof of purchase.
Embella Jewellery offers a 3-month warranty on jewellery where a free-of-charge repair or replacement is offered in the event of a manufacturing fault. Conditions and exclusions apply.
The 'warranty term’ of three months is the maximum length of time that we would expect significant faults to arise to be determined as a manufacturing fault.
Our Manufacturing Warranty does not cover:
- Neglect through lack of care or improper storage
- Wear and tear from everyday use
- Lost or Stolen items
- Accidental damage
- Bent items due to improper care or storage
- Tarnish as a result of improper care/storage or contact with chemical substances such as creams, perfumes, oils, cleaning products or acidic skin types.
- Scratches are not considered a manufacturing defect as they occur with everyday wear.
Repairs are subject to available materials. Due to the varied nature of our materials, we cannot provide a price list, so all repair requests must be submitted through our repair request form here. We do not accept repair requests on items that are older than 3 years.
Please submit all repair requests (including warranty repairs) through our Repair Request Form here.
Once your request has been approved, we will prompt you to send your repair into our warehouse via a reliable tracked mail service or advise you to drop it into our Darwin boutique. This process ensures your repair is logged in our system.
Important: Do not bring repairs into our retail locations without approval through our repair request form first. Do not bring repairs to the markets, we cannot process any repairs at our market locations.
Return shipping of repairs under warranty may be reimbursed by Embella Jewellery upon proof of receipt of postage.
Return shipping of repairs outside of our warranty is the responsibility of the customer. We recommend using a reliable, tracked mail service.
As soon as your jewellery has been repaired, we will contact you to arrange an in-store collection or return shipping.