Refund policy
Exchanges & Store Credit
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Change of Mind: Refunds are not available for change of mind, but eligible ready-made items can be exchanged or returned for store credit.
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Timeframe: Return requests must be made within 1 month (NZ) or 2 months (International) from the purchase date.
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Condition: Items must be unworn, in original packaging, and completely unaltered.
Non-Returnable Items
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Custom, customised, or made-to-order pieces.
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Sale items.
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Rings that have been resized or altered.
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Worn or damaged jewellery.
How to Make a Return
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Email sally.h@herbertandwilks.co.nz prior to returning to request an Online Returns Form.
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Pack items securely with your form and order number clearly referenced.
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Send via a tracked courier service to our Mt Eden studio (return postage is the responsibility of the customer).
Custom Orders & Faulty Items
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Custom & Made-to-Order: Require a 40% non-refundable deposit to start work and cannot be exchanged.
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Faulty/Damaged Items: If your item arrives damaged or has a defect, please email us directly before sending it back so we can assist under our Warranty & Aftercare policy.