Warranty and Returns
All Bixby and Co Jewellery and accessory purchases made through our online store, and pop-ups are covered by a 30 day warranty and return policy. This covers you against manufacturing faults on arrival or shortly after wearing.
Rest assured that we quality check each individual item before packing and sending your orders, however if you believe you have received an item with a manufacturing fault, please contact firstname.lastname@example.org with accompanying photos as soon as possible.
FAULTS & REPAIRS
If your jewellery appears to be faulty or damaged, this must be flagged with our Customer Service via email prior to sending back to our Office.
You will be liable to pay postage to and from the studio, with the exception of when a product is deemed faulty upon assessment by our production team. We will then offer replacement or reimbursement.
If the item is deemed to have a manufacturing fault, a repair, replacement or refund will be issued promptly
Bixby and Co Jewellery pieces are delicate and should be handled with care. Whilst in general our pieces are of a quality that they can stay on in the shower and be worn pretty frequently please remember they still have to be treated carefully. They’re not solid gold or they’d be priced accordingly.
Items deemed damaged due to general wear and tear or customer mistreatment will not be considered for a return.
General wear and tear includes: tarnished, faded or scratched gold and silver items, snapped chains or clasps, scratched or chipped stones, rings and bangles broken from being bent out of shape, or lost earring backs.
Please kindly note that as a small business we do not currently offer refunds on items you decide you don’t like on arrival, however we do understand that not every item is right for you when purchased online.
We offer exchanges and/or credit notes on full priced items which are valid for one year, also keeping in mind all unwanted products must be unworn and received back in sellable condition in their original packaging. This does not apply to earrings which cannot be exchanged due to Australian hygiene regulations.
Please contact email@example.com within 14 days of receiving your item(s) with the following information:
- Full Name
- Phone number & email address
- Order no. or proof of purchase
- Reason for return & product you wish to exchange for
Please note: free shipping does not apply when exchanging items under the warranty and returns policy. When posting the item back to us for exchange, please include a prepaid post satchel that has been addressed to yourself at your best postal address, or a $10 postal fee will be applicable.
ARCHIVE SALE, PROMOTIONAL SALES & FINAL MARKDOWNS
Please kindly note that products purchased in our archive sale, promotional sales like Black Friday/Boxing Day and/or on final markdown items, are final sale and cannot be exchanged and or returned. No returns accepted.
Bixby and company is not at fault if items appear differently on your screen, depending on resolution, scale, colour etc
This return policy strictly excludes earrings for hygiene reasons.
Please be aware that we are unable to cancel or change orders once they have been placed unless you notice and contact us within 24 hours.
MISSING, STOLEN OR UNCOLLECTED PACKAGES
We are unable to refund or replace stolen packages or un-retrieved packages that have been confirmed as delivered. Please ensure your delivery address is correct and secure.
We are not responsible for items not received due to an incorrect or an incomplete shipping address, or items not collected from your local post office after attempted delivery. Items marked undeliverable due to an incorrect shipping address or uncollected from your local post office will be reissued if and when they are received back at our studio by Australia Post, and will incur a reshipment fee. Orders returned to us by Australia Post due to being undelivered or uncollected from your local post office will not be refunded.
Some damages that happen during the course of normal wear are able to be fixed so that you can continue loving your piece for more years to come. Please reach out via email so we can assess your much loved item.
Bixby and Co Jewellery Sydney - wearable sunshine