Returns & Exchanges
I want you to be happy with your HerbertandWilks Jewellery piece, but as a small business 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 are welcome to exchange it or receive a store credit, provided it meets the conditions below.
Return Timeframes
Returns must be requested within:
- one month from the date of purchase for New Zealand orders; or
- two months from the date of purchase for international orders.
To be eligible for an exchange or store credit, your jewellery must:
- be brand new and unworn;
- be returned in its original, undamaged box or pouch;
- not have been resized, altered or customised.
All exchanges are subject to availability, and there may be an additional postage charge for sending your replacement item.
Items That Cannot Be Returned or Exchanged
I'm unable to accept returns or exchanges on:
- made-to-order pieces;
- custom or customised jewellery;
- sale items;
- ready-made rings that have been resized or altered from their original size; or
- jewellery that has been worn or damaged after purchase.
Customised work includes jewellery made in a special stone or metal, or pieces that have been plated or engraved at your request.
Rings ordered outside the standard sizes shown on my online store are also considered customised items.
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 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 your carrier can compensate you in the event of theft or loss while the parcel is in transit.
You remain responsible for the jewellery until it reaches me, 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 are the responsibility of the customer unless the item is faulty, damaged or incorrect.
HerbertandWilks Jewellery cannot accept responsibility for parcels being returned to me.
If a refund is due, it will be processed using your original payment method. I'll let you know once the refund has been issued. Your bank or payment provider may take additional time to process the transaction.
Purchases Made Through Other Retailers
I can only arrange returns 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 on all made-to-order and custom pieces to confirm your booking slot.
Once your order has been confirmed, the deposit cannot be refunded if you decide not to proceed.
Custom and made-to-order pieces cannot be exchanged.
Faulty or Damaged Jewellery
If your jewellery arrives damaged or you believe it has a manufacturing fault, please contact me rather than following the standard returns process.
You can find full information about repairs and manufacturing faults in my Warranty & Aftercare 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.