Refund policy
Returns & Refunds
We hope you absolutely love your Cowrie Alchemy pieces. However, we understand that sometimes something may not be quite right.
For change-of-mind returns, we offer a 30-day return period, meaning you have 30 days from the date you receive your order to request a return.
To be eligible for a change-of-mind return, your item must be:
- Unworn and unused
- In the same condition in which you received it
- Returned in its original packaging
- Accompanied by your order confirmation, receipt or other proof of purchase
To request a return, please contact us at contact@cowriealchemy.com before sending your item back.
If your return is accepted, we will provide you with instructions on where and how to send your package.
Please do not send returns back without contacting us first, as returns that have not been authorised may not be accepted.
Return Shipping
For change-of-mind returns, return shipping costs are the responsibility of the customer.
We strongly recommend using a tracked postal service, particularly for international returns, as Cowrie Alchemy cannot be responsible for return parcels that are lost or damaged in transit.
Original shipping charges are non-refundable for change-of-mind returns.
If an item is confirmed to be faulty, damaged or incorrect, we will provide an appropriate remedy and cover or reimburse reasonable return shipping costs where required under applicable consumer law.
Made-to-Order, Pre-Order & Customised Pieces
Many of our special pieces are individually handmade or made to order by our artisans in Bali, Indonesia.
When you purchase a made-to-order or customised piece, production may begin specifically for your order, including your selected size, finish, stone or other specifications.
Because production is undertaken especially for you, made-to-order and customised orders cannot be cancelled for change of mind once production has commenced, except where required by applicable consumer law.
Please take extra care when selecting your sizing, colour, finish or other custom options before placing your order.
Once your made-to-order piece has been completed and delivered to you, our standard 30-day change-of-mind return policy may apply provided the piece is unworn, unused, in its original condition and packaging, and is able to be accepted back into our collection.
Please contact us before returning any made-to-order piece so we can assess the return.
This does not affect your rights if your made-to-order piece arrives faulty, damaged, incorrect or does not meet applicable consumer guarantees.
Earrings & Hygiene
For hygiene reasons, earrings cannot be returned or exchanged for change of mind.
This includes earrings that have been removed from their packaging or tried on.
If your earrings arrive faulty, damaged or incorrect, please contact us and we will work with you to resolve the issue. Your rights regarding faulty goods are not affected by this hygiene policy.
Sale Items & Gift Cards
Sale and clearance items are final sale for change-of-mind purposes and cannot be returned or exchanged unless otherwise stated.
This does not affect any rights you may have if an item is faulty, damaged, unsafe or not as described.
Gift cards are non-refundable and cannot be exchanged for cash, except where required by law.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If you believe you have received an item that is damaged, faulty, defective or incorrect, please contact us as soon as possible at contact@cowriealchemy.com so we can assess the issue and make it right.
When contacting us, please include:
- Your order number
- The email address associated with your Cowrie Alchemy order
- A description of the issue
- Clear photographs or video of the piece and the issue where possible
Depending on the circumstances and your applicable consumer rights, a remedy may include a repair, replacement or refund.
Nothing in this policy is intended to exclude or limit any rights or remedies you may have under the Australian Consumer Law or other applicable consumer protection laws.
Handmade Pieces & Natural Variations
Cowrie Alchemy pieces may feature handmade components, natural gemstones, shells, pearls and other natural materials.
Because of their natural and handmade nature, slight variations in colour, shape, texture, pattern, markings, stone appearance and finish may occur from piece to piece.
These beautiful little differences are part of what makes each piece unique and are not generally considered faults.
However, if you believe the quality or condition of your piece is not what it should be, please contact us so we can assess it.
Wear, Damage & Care
Jewellery naturally experiences wear over time.
Damage caused by accidental damage, incorrect storage, exposure to chemicals, perfumes, cosmetics, water or other substances contrary to our care recommendations, or general wear and tear may not be considered a manufacturing fault.
This does not affect any rights you may have under applicable consumer law.
Exchanges
We do not currently offer direct exchanges.
The easiest way to change an eligible item is to contact us to arrange a return. Once your return has been approved, you can place a separate order for the new piece you would like.
International Returns
Our 30-day return policy also applies to eligible international orders.
International customers wishing to make a change-of-mind return are responsible for the cost of returning the item to Australia.
We recommend using a tracked shipping method and clearly marking the parcel as a returned item where appropriate.
Cowrie Alchemy is not responsible for any customs duties, taxes or fees associated with a change-of-mind return. Any duties or taxes originally paid directly to your local customs authority may need to be reclaimed from that authority, subject to the rules of your country.
Your rights under any mandatory consumer protection laws applicable in your country are not affected by this policy.
European Union — 14-Day Right of Withdrawal
Customers in the European Union may have a legal right to cancel eligible online purchases within 14 days of receiving their goods, without needing to provide a reason.
This right is separate from Cowrie Alchemy’s voluntary 30-day return policy.
Certain products may be excluded from the EU 14-day right of withdrawal, including goods made to order or clearly personalised for the customer.
Where the statutory right of withdrawal applies, the customer is generally responsible for the cost of returning the goods unless otherwise required by law.
Nothing in this policy limits any mandatory consumer rights available to customers within the European Union.
Refunds
Once we receive your return, we will inspect the item and notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Please allow up to 10 business days for us to process an approved refund. Your bank, credit card provider or payment service may require additional processing time before the funds appear in your account.
If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at contact@cowriealchemy.com
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Your rights relating to faulty, damaged, unsafe, incorrectly described or otherwise non-compliant goods exist independently of Cowrie Alchemy’s voluntary 30-day change-of-mind return policy.
For any questions about your order, return or refund, please contact us at: contact@cowriealchemy.com