Returns & refunds

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.

If a piece is faulty, significantly different from its description, or does not match the design you approved, you are entitled to a repair, replacement or refund. For a major failure you choose which of those you would prefer. This applies to custom and made-to-order pieces exactly as it applies to everything else.

These rights are not limited by time-based windows in this policy. If you believe something has gone wrong, write to us and we will work it through with you.

Our change-of-mind window for ready-to-wear pieces is 30 calendar days from the date of delivery. This is separate from, and additional to, your rights under the Australian Consumer Law.

Custom and personalised pieces — engraved names, birthstones, illustrated designs, bespoke commissions and Strength Within bracelets — are made for you and are not eligible for change-of-mind returns. Your rights above still apply in full: a faulty piece, or one that does not match the design you approved in writing, will be remade, repaired or refunded.

Digital artwork, including Story Sketch, cannot be returned once it has been delivered. If the artwork does not match the brief we agreed, tell us and we will put it right.

Custom designs only enter production after you have approved them in writing. That approval is the point where the design is fixed. We would rather spend another round getting it right than have you receive something you did not expect, so take the time you need before approving.

Natural stones vary in colour, pattern and inclusions. Strength Within is a semi-custom service: we match the style and spirit of your direction, but we cannot guarantee identical stones. That variation is not a fault.

• Email hello@bloomwithinjewellery.com with your order number and what has gone wrong.
• Photographs help, especially for damage in transit or a manufacturing fault.
• Please keep the piece and its packaging until we have agreed the next step.
• We will tell you where to send it and who pays for return postage before you send anything.

We aim to acknowledge every message within 2 business days and to agree the next step with you promptly.

Where a refund is agreed, it is issued to the original payment method. Your bank or payment provider decides how long it takes to appear.

Where a return is due to a fault or an incorrect item, we cover return postage. Where a return is a change of mind on an eligible piece, return postage is yours unless we tell you otherwise.