Nicola chain

Easy Online Returns

Starting online returns is easy. Enter your email address and verification code to sign in. Go to your order history, select the order and items you want to return or exchange and follow the instructions. With only 4 steps, complete the returns request and submit. Once your request is approved, you will get email updates and notifications with shipping guidelines.

What Items Are Returnable?

You have a 14-day return policy, which means you have 14 days after receiving your item to request a return. The item must be returned in perfect condition with no signs of being worn. We do not offer refunds or store credits on sale items or earrings. You’ll also need the receipt or proof of purchase.

Non-Refundable Items and Exceptions

Custom orders are designed and made specifically for you. We do not accept refunds due to a change of mind. Please consider your purchase carefully. For queries, contact Customer Support at info@thestonery.com.au. Deposits and balance payments are non-refundable once paid. Gift cards and discounted items are also non-refundable.

Issues of Damage, Incorrect Item, Loss, or Theft

If the purchased product is faulty, reach out within 7 days of the delivered date. For discrepancies with your order, please advise us within 7 days of delivery. Alternatively, submit a return via the returns portal, select "wrong item sent" and submit for approval. Our Customer Support team will provide a returns label. In case of loss or theft, please collect evidence and contact us immediately.

Exchanges

The fastest way to get what you want is to return the item you have. We allow the exchange of purchased items for approval. Once approved, the replacement will be shipped to you.

Refund Solutions

Refunds can be issued to the original payment method or to your Shopify store credit. Refunds to the original payment method may take an additional 1-3 business days, while store credit refunds are immediate.

Refund Processing Time

After your return is processed, a refund notice will be sent. If more than 15 business days have passed since your return was approved, please contact us at info@thestonery.com.au.