We hope that you are completely satisfied with your recent purchase from Smoulder Jewellery. If you experience any problems or concerns, please refer to our policy below.

Please inspect your goods when you receive them. We recommend you immediately inspect any goods that we deliver to you, to ensure you are completely satisfied with the item. Please be aware that you are responsible for safely returning their items to Smoulder Jewellery at your own expense. This responsibility remains with you until our returns team has been able to verify receipt of the item. As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

If you would like an alternate size or item, please lodge a return using our returns form for a store credit to repurchase correct item.

If any goods arrive damaged, please contact our administration team at xxx email address as soon as possible. All of our jewellery is quality checked before we send it to you.

In the unlikely case of a faulty item however, we will gladly exchange the product within 6 months of purchasing.

For claims relating to damaged or faulty items, please email your request to xxxx email address, including your order number and full details of the fault including images, and our team will be in contact regarding the next steps.

Please pack the item carefully and we will arrange for your faulty item to be returned to us in Australia and a replacement to be shipped to you as soon as possible.

Damaged goods must be returned in the condition received by you with all original packaging.

Returns are generally not accepted where you: 

got what you asked for but simply changed your mind,

found it cheaper somewhere else,

decided you did not like the purchase or had no use for it,

caused the problem with the product was caused by the consumer misusing it

knew of or were made aware of the faults before you brought the product misused a product in any way that caused the problem.

We aim to refund you within 14 days of receiving the returned item. If you return an item requesting a refund within 28 days of receiving it, we’ll give you a full refund by way of the original payment method.

We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

If an item is returned to us damaged, or in an unsuitable condition, we won’t be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. All returned items should be sent in their original condition and packaging where possible, including tags. then we might have to deactivate the account and any associated accounts.

To return the Items, you must submit the copy of proof of purchase and fill in the return request form.

Smoulder Jewellery does not offer refunds, exchanges or store credits for items purchased from any of our trusted stockists.

If you have purchased our products from one of stockists, please contact them direct for all enquiries.