Refund policy

RETURNS
QUEEN JEWELLERS OFFERS A 14-DAY CHANGE-OF-MIND POLICY

At Queen Jewellers, we understand that preferences can change. If you change your mind, or if a gift recipient would prefer to select something else, we offer a 14-day change-of-mind policy on all orders worldwide. Eligible items can be exchanged for store credit or an online gift card within 14 days of receiving the order or collecting it in person. Shipping costs, where applicable, are non-refundable.

Store credit is valid for 6 months from the date it is issued. Jewellery items that show signs of wear or damage will not be accepted for exchange or credit. Refunds are not available.

Please note: Items that have been resized, custom-made, or are bespoke orders are considered final sale and are not eligible for returns.

To qualify for an exchange, the following conditions must be met:

  • The item has not been altered or undergone external modifications.
  • The item must not be worn, damaged, scratched, or show any signs of wear.
  • The item is in its original, unworn condition, complete with packaging.
  • The return is initiated and the item is returned within 14 days of receipt or collection.
  • The item arrives undamaged from the customer during transit.

Queen Jewellers will inspect returned items to confirm eligibility for store credit or an exchange. If the criteria are not met, the return may be refused and returned at the customer’s expense.

HOW TO INITIATE A RETURN
To start the return process or seek further assistance, please contact our Customer Care team at queenjewellersmatraville@gmail.com. Once confirmed, items can be sent to the following address.

Please note that customers are responsible for all shipping costs involved with the return, including ensuring the item is securely packaged to prevent damage during transit.

Online Orders
Queen Jewellers
PO Box 248, Matraville, 2036

Phone: (02) 96615157
Email: queenjewellersmatraville@gmail.com

Once your return has been received and inspected, we will confirm the approval or rejection of your exchange or store credit.

FREQUENTLY ASKED QUESTIONS

Can I return earrings for an exchange?
Yes, we accept earrings for exchange provided they are unworn, undamaged, and returned within 14 days in their original packaging.

Are engraved items eligible for return?
Unfortunately, engraved items cannot be exchanged or returned to Queen Jewellers.