Refund policy
Returns
Delross Design Jewellers must be advised of your request to return your piece(s) within 3 days of receiving your item. We must receive your item(s) within 14 days of being advised of the return.
If 14 days have elapsed since your return request, unfortunately we cannot offer you a refund, exchange or credit.
To be eligible for a return, exchange or store credit your item must be unused, unworn and in the same condition that you received it. It must also be in the original packaging. Full priced items may be returned for a refund, exchange or a store credit. Sale items can be returned for a store credit only, of which can be used for 2 years.
Please note, a close examination of the returned pieces will take place upon receival including gemstone and precious metal testing. This can take up to 3 days from receiving your item before a refund, exchange or store credit is issued.
We also do not accept products that are damaged due to misuse.
Additional non-returnable items:
- Items uniquely ordered for customers for their specific needs, special orders, resized or altered items
- Gift cards
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
- Items with obvious signs of use
- Any item not in its original condition, is damaged or missing parts or gemstones for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days from receiving and assessing the returned item.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at shop[at]delross.com.au.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Sale items can be returned for a credit note which can be used for 2 years.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at shop[at]delross.com.au and send your item to: 72 Basnett Street, Shop 2, Chermside West QLD 4032, Australia.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: 72 Basnett Street, Shop 2, Chermside West QLD 4032, Australia
You will be responsible for paying for your own shipping costs for returning your item unless your item is faulty or misrepresented/incorrectly described. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.