Refund policy

Your rights 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, repair or refund if the goods fail to be of acceptable quality.

Nothing in this policy limits those rights. If something is wrong with your piece, whether you bought it online or in our boutiques, please contact us and we will gladly assess it. You may also be covered by our Lifetime Care Guarantee.

Change of mind returns on online purchases

If you change your mind about a ready-to-wear piece bought on our website, you can return it within 30 days of delivery for a refund or exchange. It must be:

  • unworn, undamaged and in its original condition
  • in its original packaging, with any certificates or documents supplied
  • returned with proof of purchase

What we can’t accept for change of mind

Because these pieces are made or altered for you, or for hygiene reasons, we don’t offer change of mind refunds or exchanges on:

  • made-to-order and custom pieces
  • pieces that have been resized or engraved
  • sale items
  • pierced earrings

Purchases made in our boutiques aren’t covered by change of mind returns. None of this affects your rights if an item is faulty.

Made-to-order and custom orders

Made-to-order and custom pieces require a 50% deposit before we begin.

  • If you cancel your order, the 50% deposit is non-refundable. Anything you have paid above the 50% deposit will be refunded.
  • The $250 design (CAD) fee is non-refundable. If you go ahead with your order, it’s credited in full towards your 50% deposit.

How to return an item

  1. Email hello@matthewsjewellers.com within 30 days of delivery with your order number. We’ll send you our return address and a reference number.
  2. Send your piece back using a tracked and insured service. For change of mind returns, return postage is at your cost.
  3. Once your piece arrives, we’ll inspect it and process your refund or exchange. Refunds go back to your original payment method, including Afterpay and Zip.

We can’t process a refund until your piece arrives with us, so please keep your tracking details.

International orders

Change of mind returns on international orders follow the same terms. Return postage is at your cost, and any import duties, taxes or customs fees you paid are not refundable by us.

Questions?

Email hello@matthewsjewellers.com, call Darby St on 0493 544 705 or Kotara on 02 4952 8505, or chat with us online.

Matthews Jewellers Pty Ltd · ABN 21 003 110 530