Returns, Refunds & Repairs
Because many of our products are handmade, personalised or created using precious inclusions, different return conditions apply depending on the item purchased. Please read the policy below before requesting a return, refund or repair.
Standard Product Returns
Unused, unopened standard products may be returned within 14 days of delivery. Items must be in their original packaging and in a resalable condition. Please contact us before sending anything back.
Personalised & Custom Made Products
Because personalised and custom made items are created specifically for you, we do not accept returns for change of mind. This includes fingerprint jewellery, inclusion jewellery, engraved items, professional lifecasts, framed casts, custom frames and Figure sculptures. Your rights regarding faulty or damaged items are not affected.
Faulty, Damaged or Incorrect Items
Please contact us as soon as possible if your item arrives faulty, damaged or incorrect. Include your order details and clear photographs where possible. We will assess the issue and may offer a repair, replacement, remake or refund, depending on the circumstances and your rights under New Zealand consumer law.
Return Postage
Customers are responsible for return postage for approved change of mind returns. If an item is confirmed to be faulty, damaged on arrival or supplied incorrectly, we will cover reasonable return postage costs.
Refunds
Once an approved return has been received and inspected, we will confirm the outcome by email. Approved refunds will be issued to the original payment method within 5 working days. Your bank or payment provider may take additional time to process the refund.
Exchanges
We do not offer automatic exchanges. Please contact us first so we can assess whether an exchange, replacement or other solution is appropriate.
Repairs
We offer repair services for eligible jewellery and keepsakes. Repairs caused by a manufacturing defect may be covered under warranty. Repairs needed because of accidental damage, wear, improper care or alterations may incur a fee. Please contact us for an assessment and quote before sending anything back.
Repair Timeframes
Repair times vary depending on the item and the work required. We will provide an estimated turnaround time once the item has been assessed.
How to Request a Return or Repair
Please contact us before returning any item. Include your name, order number, a description of the issue and clear photographs where relevant. Items returned without prior approval may not be accepted.
Consumer Guarantees Act
Nothing in this policy limits your rights or remedies under the New Zealand Consumer Guarantees Act 1993 or any other applicable New Zealand law.