Returns & Exchanges
I want you to be happy with your HerbertandWilks Jewellery piece. As a small business, however, I'm unable to offer refunds if you simply change your mind or if a piece isn't quite right for the recipient.
If a ready-made piece isn't quite right, you're welcome to exchange it or receive a store credit, provided it meets the conditions below.
Return Timeframe
Please contact me within 14 days of receiving your order if you would like to arrange an exchange or store credit.
Once your return has been approved, please send the jewellery back promptly using the return instructions provided.
To be eligible, your jewellery must:
- be brand new, unworn and unused;
- be returned in its original, undamaged box or pouch; and
- not have been resized, altered or customised.
All exchanges are subject to availability. An additional postage charge may apply when sending your replacement item.
Items That Cannot Be Returned or Exchanged
I'm unable to accept change-of-mind returns or exchanges on:
- made-to-order pieces;
- custom or customised jewellery;
- sale items;
- earrings for pierced ears, for hygiene reasons;
- ready-made rings that have been resized or altered from their original size; or
- jewellery that has been worn, used or damaged after purchase.
Customised work includes jewellery made in a special stone or metal, or pieces that have been plated, engraved or otherwise altered at your request.
Rings ordered outside the standard sizes shown on my online store are also considered customised items.
These exclusions don't affect your rights if an item is faulty or doesn't meet the guarantees required under New Zealand consumer law.
Ready-Made Rings & Sizing
If you're buying a ready-made ring and think there's a chance you may need to exchange it, I recommend waiting before having it resized until you're 100% sure it's a keeper.
Once a ready-made ring has been resized or altered from its original size, I'm unable to accept it for a change-of-mind return or exchange.
If you're unsure of your ring size, please get in touch or request a ring sizer before ordering. If you guess your size and the ring later needs altering, an alteration fee may apply.
How to Make a Return
Please email sally.h@herbertandwilks.co.nz before sending anything back.
I'll send you an Online Returns Form, which must be completed and enclosed with your jewellery.
To return your item:
- Wrap the jewellery securely inside a solid cardboard box.
- Include the completed Returns Form.
- Tape the parcel closed securely and clearly reference your original order number on the outside.
- Send it using your chosen postal or courier company.
I strongly recommend using a tracked and insured service so you are covered if the parcel is lost or damaged in transit.
For change-of-mind returns, the jewellery remains your responsibility until it has been safely delivered back to HerbertandWilks Jewellery, so please keep a record of your tracking number.
Please address your parcel to:
HerbertandWilks Jewellery
8 Lovelock Avenue
Mt Eden
Auckland 1024
New Zealand
Return shipping costs for a change-of-mind exchange or store credit are the responsibility of the customer.
If your jewellery is faulty, damaged on arrival or you have received the incorrect item, please contact me first rather than returning it using this process.
Purchases Made Through Other Retailers
I can only arrange returns or exchanges for jewellery purchased directly through the HerbertandWilks Jewellery online store.
If you purchased your piece from a gallery, retail store or another website, please contact the original retailer and follow their returns policy.
Order Changes
If you need to make a change to your online order, please contact me within 24 hours of purchase.
Changes requested after this time may incur a fee if work on your piece has already begun.
This includes changes to ring sizes, so if you're unsure of your size, please get in touch before ordering or request a ring sizer.
Made-to-Order & Custom Deposits
A 40% non-refundable deposit is required for made-to-order pieces to confirm your order and allow work to begin.
For custom design and remodelling commissions, a 60% non-refundable deposit is required to begin the work, with the remaining balance due once your piece is complete.
Once an order or commission has been confirmed and work has begun, the deposit will not be refunded if you change your mind or decide not to proceed.
Custom and made-to-order pieces cannot be returned or exchanged for change of mind.
These terms do not limit any rights or remedies you may have under New Zealand consumer law, including where HerbertandWilks Jewellery is unable to fulfil your order.
Faulty or Damaged Jewellery
If your jewellery arrives damaged, is incorrect or you believe it has a manufacturing fault, please contact me rather than following the standard returns process.
I'll work with you to assess the problem and arrange an appropriate repair, replacement or refund where required.
You can find full information about manufacturing faults, repairs and ongoing care in my Warranty & Aftercare policy.
Your rights under the New Zealand Consumer Guarantees Act apply independently of this change-of-mind returns policy.
Questions?
If you're unsure whether your jewellery can be returned or exchanged, please email sally.h@herbertandwilks.co.nz before sending it back.