Refund policy
Return Window:
We want you to love your jewellery! If you're not completely satisfied, please contact us within 14 days of receiving your order to request and refund or exchange.
Conditions for Returns & Refunds:
- Items must be unworn and in original condition
- Items must include original packaging and any certificates
- Custom, personalised, or made-to-order pieces cannot be returned
- Earrings cannot be returned for hygiene reasons
- Sale items are final sale unless defective
Return Process:
- Contact us at thesilvermillgallery@gmail.com within 14 days
- Include your order number and reason for return
- We'll provide return instructions and our return address
- Package items securely with tracking
- Refunds processed within 7 business days of receiving return items
Return Shipping Costs:
- Customer responsible for return shipping costs
- We pay return shipping only if item was defective or we made an error
- We recommend using Australia Post with tracking
Refund Method
Refunds issued to your original payment. Bank processing times vary (typically 3-10 business days after we process the refund).
Exchanges:
Happy to exchange for different size/style when available. Same return process applies.
Damaged or Defective Items:
Contact us within 24 hours if items arrive damaged. We'll arrange replacement or full refund at no cost to you.
Custom Orders:
Custom and personalised jewellery orders require 50% deposit. Remaining balance due before shipping. Custom orders cannot be cancelled once production begins.
Questions?
Contact us at thesilvermillgallery@gmail.com - we're here to help!