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Returns Policy
Our Change-of-Mind Returns Policy varies depending on whether your piece is Made to Order, Ready to Wear, earrings or an Archive Sale piece.
Nothing in this Returns Policy excludes, restricts or modifies your rights or remedies under the Australian Consumer Law.
Made to Order
As Made to Order pieces are handcrafted specifically for you, we do not offer returns, exchanges, refunds or credit notes for change of mind.
We encourage you to carefully review all product descriptions, imagery, dimensions, sizing and production information before placing your order and to contact our Customer Service team if you require assistance.
Ready to Wear
Full-price Ready to Wear pieces purchased through Natalie Marie Jewellery online or at one of our retail locations may be returned for an exchange or credit note where the piece:
- is unworn and unused;
- is in its original, saleable condition;
- is returned with all original packaging;
- is accompanied by proof of purchase; and
- is returned within 14 days of the date the customer receives the order.
Earrings and other products specifically excluded under this Returns Policy are not eligible for change-of-mind returns.
Natalie Marie Jewellery reserves the right to decline a change-of-mind return where the piece does not meet the above conditions. Where an ineligible item is returned to us, we may arrange for it to be returned to the customer at their cost.
Earrings
For hygiene and safety reasons, earrings are not eligible for return, exchange, refund or credit note for change of mind. This applies to both Ready to Wear and Made to Order earrings.
This exclusion does not affect rights or remedies relating to faulty or otherwise non-compliant goods under the Australian Consumer Law.
Archive Sale
Archive Sale pieces are final sale and are not eligible for return, exchange, refund or credit note for change of mind.
Faulty or Damaged Products
Our change-of-mind exclusions do not apply where you are entitled to a remedy under the Australian Consumer Law.
If you believe your piece is faulty, damaged, incorrectly described or otherwise does not comply with a consumer guarantee, please contact our Customer Service team with your order details and information regarding the issue.
Repairs & Servicing
Natalie Marie Jewellery is committed to helping you care for and maintain your jewellery throughout its lifetime.
Where a piece falls outside its applicable manufacturer’s warranty, we will assess it for repair wherever reasonably possible. Fees may apply and repairs are subject to the condition of the piece, nature of the work and availability of suitable materials and components.
A piece will generally be treated as a paid repair where it:
- falls outside the applicable manufacturer’s warranty;
- requires resizing or another service not covered by warranty;
- displays general wear and tear, accidental damage or impact; or
- requires work otherwise excluded from warranty coverage.
Not all pieces can be repaired. Where repair is not reasonably possible, we may discuss alternative options, including recycling where appropriate.
Repair, Resize & Servicing Process
Please contact our Customer Service team at studio@nataliemariejewellery.com before sending a piece to us.
Your jewellery must be securely packaged in its original packaging or other suitable protective packaging. Please include your contact details, original order number where available, return address and relevant servicing instructions.
Once your piece has been received and assessed, we will advise you of the applicable costs and estimated timeframe. Chargeable work will not commence until the applicable invoice has been paid.
We may decline a repair, resize or service where we reasonably determine that the condition, construction or previous alteration of the piece makes the requested work unsuitable or presents an unacceptable risk of damage.
Repair Shipping
Where a repair or service falls outside warranty, applicable shipping costs may be added to your repair invoice.
Where Natalie Marie Jewellery provides a return shipping label, please follow the shipping and packaging instructions provided.
All pieces must be appropriately secured and protected during transit. To the extent permitted by law, Natalie Marie Jewellery is not responsible for damage resulting from inadequate or inappropriate packaging by the sender.
Resizing
We recommend selecting the most accurate ring size possible at the time of purchase.
If you are purchasing a ring as a surprise, please refer to our Ring Size Guide. Where the recipient is involved, you may contact our Customer Service team to request a ring sizer or visit one of our retail locations for an in-person sizing consultation.
Natalie Marie Jewellery offers one complimentary resize for eligible Bespoke, Engagement and Ceremonial rings when requested within six months of the original purchase date.*
*Please refer to the individual product page for resize eligibility
Any additional resizing, or resizing requested outside the applicable complimentary resize period, will be assessed and quoted separately.
All resizing and alteration requests are subject to assessment by our Production team. Resizing feasibility will depend on factors including design, construction, materials, stone setting and the extent of adjustment required.
Some pieces may have limited resizing capabilities or may not be suitable for resizing.
Where resizing is chargeable, applicable costs will be communicated before work commences.
Warranty
Fine Jewellery
Natalie Marie Jewellery provides a 12-month manufacturer’s warranty from the original date of purchase covering eligible manufacturing and craftsmanship faults.
This warranty is provided in addition to, and does not limit or replace, rights or remedies available under the Australian Consumer Law.
Engagement & Bespoke Pieces
Natalie Marie Jewellery Engagement and Bespoke pieces are provided with a limited lifetime manufacturer’s warranty covering eligible manufacturing and craftsmanship faults, subject to these Terms.
Fine jewellery requires ongoing care and maintenance. We recommend returning Engagement and Bespoke pieces to Natalie Marie Jewellery approximately once every 12 months for inspection and servicing.
Failure to appropriately care for or maintain a piece may affect warranty coverage where that lack of care or maintenance has caused or contributed to the fault or damage claimed.
Heirloom Service
Upon completion of our Heirloom Service, the newly created Natalie Marie Jewellery piece will be covered by our applicable Limited Lifetime Warranty.
Client-supplied heirloom stones are not covered by the Natalie Marie Jewellery warranty. Due to their pre-existing nature, we cannot provide a warranty regarding their condition, durability or ongoing integrity, including pre-existing inclusions, chips, fractures, wear or structural vulnerabilities.
Our warranty applies to the craftsmanship and manufacturing of the newly created Natalie Marie Jewellery piece, including the setting, but does not extend to the inherent characteristics or pre-existing condition of client-supplied stones.
Any future work specifically relating to a client-supplied heirloom stone will be assessed on a case-by-case basis.
Repairs
Paid repairs completed by the Natalie Marie Jewellery workshop are covered by a six-month repair warranty from the date the repair is completed.
This warranty applies to faults directly arising from the repair work performed by Natalie Marie Jewellery.
It does not cover:
- new or subsequent damage unrelated to the original repair;
- normal wear and tear;
- accidental damage or impact;
- damage resulting from improper use, care, handling or storage;
- damage caused or contributed to by subsequent third-party alterations, repairs or servicing; or
- damage resulting from failure to follow our recommended care instructions.
Nothing in this repair warranty excludes, restricts or modifies rights or remedies available under the Australian Consumer Law.
What our Manufacturer’s Warranty Does Not Cover
Our manufacturer’s warranties do not cover damage or deterioration resulting from:
- normal or unreasonable wear and tear;
- accidental damage or impact;
- inappropriate use, handling or storage;
- failure to follow our Jewellery Care & Wear Guidelines;
- loss or theft;
- tarnishing or deterioration resulting from wear, environmental exposure, chemicals or personal care products;
- third-party repairs, alterations or modifications where that work has caused or contributed to the issue;
- stretched, damaged or knotted chains;
- pieces bent or misshapen through wear or impact;
- scratches, dents or surface damage arising through wear, impact or handling, unless caused by an eligible manufacturing fault; or
- events or circumstances outside our reasonable control.
These exclusions apply to our manufacturer’s warranty only and do not exclude rights or remedies that cannot lawfully be excluded.
Third Party Repairs & Alterations
We strongly recommend that cleaning, servicing, resizing, repairs and alterations are carried out by Natalie Marie Jewellery.
Our warranty does not cover faults or damage caused or contributed to by work performed by a third party.
Where a piece has been worked on by a third party, any subsequent warranty claim will be assessed on a case-by-case basis to determine whether that work affected the condition or integrity of the piece.
Complimentary Lifetime Servicing
Natalie Marie Jewellery offers complimentary lifetime servicing for eligible Engagement, Ceremonial and Bespoke pieces.
Complimentary servicing includes:
- a thorough inspection;
- professional cleaning and polishing;
- Rhodium plating on white gold pieces;
- inspection of stones, settings, claws and bands; and
- tightening of claws or prongs where required and reasonably possible as part of routine servicing.
- Complimentary servicing covers routine inspection and maintenance only.
Repairs, replacement stones, significant restoration, resizing, replacement components or other work outside routine servicing may incur additional costs. We will advise you of any applicable costs before proceeding.
Valid Warranty Claims
Where an issue is covered by our manufacturer’s warranty, Natalie Marie Jewellery will cover the reasonable costs associated with the approved warranty remedy, including applicable repair and shipping costs.
The applicable warranty period runs from the original date of purchase and does not restart following a warranty repair or replacement, subject to any rights you may have under the Australian Consumer Law.
Where an eligible manufacturing fault arises, we will assess the piece and determine an appropriate remedy having regard to the nature of the fault, condition of the piece and remedies available under applicable law.
Where a piece cannot reasonably be repaired due to changes in production, materials or component availability, we will discuss an appropriate alternative resolution. This may include replacement, store credit or another remedy, subject to your rights under the Australian Consumer Law.
Making a Warranty Claim
To make a warranty claim, please contact our Customer Service team at studio@nataliemariejewellery.com with details of the issue.
We may request photographs, proof of purchase and other information reasonably required to assess your claim. The piece may need to be returned to Natalie Marie Jewellery for assessment.
Please retain your proof of purchase to assist with your claim.
Australian Consumer Law
Our manufacturer’s warranties are provided in addition to the consumer guarantees and other rights and remedies available under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Consumer guarantees may continue to apply regardless of whether a Natalie Marie Jewellery manufacturer’s warranty period has expired.
Further information about consumer guarantees is available from the Australian Competition and Consumer Commission (ACCC).