At Neij Jewellery we pride ourselves on delivering high quality, ethically sourced and handcrafted jewellery. We offer a 7 day return window on ready to ship pieces only.
If you are an EU or Norway customer, please note that the sections below are overridden where relevant by the "EU & Norway Customers — Right of Withdrawal" section at the end of this policy, which takes precedence for your order.
The following are not eligible for return or exchange under any circumstances:
- Made to order pieces
- Bespoke pieces
- Sale items
- Earrings (for health and hygiene reasons)
- International orders outside of Australia (see EU & Norway exception below)
To be eligible for a return the following conditions must be met:
- A return request must be submitted within 7 days of receiving your item
- Item must be returned in perfect condition with no signs of being worn
- Item must be in its original packaging with receipt or proof of purchase
- Solid Gold & Afterpay orders are eligible for an exchange or store credit only (see EU & Norway exception below)
Outside of our 7 day return window, Neij Jewellery does not accept returns or refunds on any products unless the item is deemed faulty.
If you wish to discuss a return for any other reason, please get in touch with us at support@neijjewellery.com and we will endeavour to find a solution.
Faulty Items
If you have received a piece that is found to be faulty, please contact us within 48 hours of receiving your order with a photo of the product and your order number.
Upon assessment, we will offer one of the following resolutions:
- Repair or remake the piece at no cost to you
- Issue a store credit for the value of the product
- Issue a refund for the value of the product if the item is faulty and unable to be repaired or replaced
If your item is deemed faulty, Neij Jewellery will cover the cost of return freight and any associated repair or replacement costs. Refunds for faulty items will be for the product value only and exclude original freight costs. Where applicable, any non-recoverable payment processing fees may be deducted from the refund amount — see Refund Processing Fees below.
If a sale item is deemed faulty after an approved return, a store credit will be issued. Sale items cannot be exchanged.
This faulty items policy applies to all customers including international customers and does not limit any rights you may have under applicable consumer protection law.
International Orders — Duties, Taxes & Import Costs
For customers in the United States, import duties and taxes are included in your product price at the time of purchase as part of our Delivered Duty Paid (DDP) shipping. Because these costs are remitted to customs authorities on your behalf at the time of shipment, they are non-refundable. In the unlikely event a return is approved at our discretion (for example, in the case of a faulty item), any duties and tax component included in your purchase price is non-refundable and will be deducted from any refund issued.
For all other international customers outside of Australia, Neij Jewellery is not responsible for and does not accept liability for any import duties, customs fees, taxes, or additional importing costs incurred upon delivery. These charges vary depending on your country's regulations and are the responsibility of the customer. International orders are final sale and are not eligible for returns, except where an item is deemed faulty under the Faulty Items policy above, or where the order qualifies under the EU & Norway Right of Withdrawal below.
It is the customer's sole responsibility to ensure they are aware of and prepared to pay any applicable import duties and taxes upon delivery. By placing an order with Neij Jewellery, international customers acknowledge and accept this responsibility. If you are unsure of the import duties applicable in your country, we recommend contacting your local customs authority before placing your order.
Refused or Unclaimed Parcels
If a parcel is returned to Neij Jewellery because a customer has refused to pay applicable import duties, taxes, or customs fees, or because the parcel was unclaimed, the following applies:
- The order is not eligible for a refund under any circumstances
- Original shipping costs are non-refundable
- Any return shipping costs or customs fees incurred by Neij Jewellery as a result of the refused or unclaimed parcel will be deducted from any store credit potentially issued
- Bespoke, made to order, and custom pieces are not eligible for a refund or store credit under any circumstances if returned due to refusal to pay import duties — these pieces are made specifically for you and cannot be resold
This section applies in full to EU and Norway orders too, unless the customer has separately and clearly notified us of their decision to withdraw within the 14-day window described below — in which case the Right of Withdrawal terms apply instead of this section.
By placing an international order with Neij Jewellery, you acknowledge and accept full responsibility for all import duties, taxes, and customs fees applicable in your country.
Return Freight
For approved returns, return freight with tracking is to be organised and covered by the customer, except in the case of a faulty item where Neij Jewellery will cover return shipping costs.
We will not accept any unauthorised returns. Unauthorised returns will be refused and returned to the customer at the customer's expense.
Refund Processing Fees
For any approved refunds, Neij Jewellery reserves the right to deduct any non-recoverable payment processing fees, transaction fees, currency conversion fees, or international banking charges incurred during the original transaction and refund process. These fees are charged by third-party payment providers and are not returned to us when a refund is processed. As a result, the refunded amount may be less than the original amount paid. This clause does not apply to refunds issued under the EU & Norway Right of Withdrawal below, which are refunded in full.
This does not affect your rights under the Australian Consumer Law or any other applicable consumer protection legislation, including your rights relating to faulty, damaged, or incorrectly supplied items.
Orders paid in foreign currencies may be refunded based on the exchange rate at the time the refund is processed. This does not apply to EU & Norway Right of Withdrawal refunds — see below.
EU & Norway Customers — Right of Withdrawal
If your order is being delivered within the European Union or Norway, the terms in this section apply to you, and take precedence over any conflicting terms elsewhere in this policy — including the change of mind exclusion, the "international orders are final sale" clause, the store-credit-only terms for Solid Gold and Afterpay orders, and the refund processing fee and currency-conversion deductions described above.
Your right to withdraw
You have a legal right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason. If this 14-day period would otherwise end on a weekend or public holiday, it is extended to the next working day. You may also cancel your order at any time before it has been fulfilled.
What's excluded
This right does not apply to:
-
Made to Order and Bespoke pieces. Each is handcrafted specifically for you around an individually chosen, one-of-a-kind gemstone, and is considered a personalised good under EU and Norwegian consumer law.
-
Pierced earrings, once unsealed, for hygiene reasons.
Everything else in our Ready to Ship range is covered by the 14-day right above.
How to withdraw
Log in to your account and submit a return or cancellation request through your order history. If your order has already shipped, you can request a return the same way once it's delivered.
Return shipping
Return shipping is at your own cost, with tracking.
Refunds
Once we've received your returned item, or you've provided proof it's on its way back to us, we'll refund your original payment method in full — including the original delivery cost you paid, but excluding any customs duties or import taxes charged separately at delivery, as these are paid directly to your local customs authority and are not received by us.
If a piece shows signs of wear beyond what's reasonably needed to inspect it, the way you would in a shop, we may deduct the resulting reduction in value from your refund.
Nothing in this section limits any other rights you may have under EU or Norwegian consumer protection law, including your statutory guarantee rights for faulty, damaged, or incorrectly described items — see Faulty Items above.
