I completely understand; sometimes something goes wrong with online shopping and you’d like to get a refund or make an exchange – no problem! 

Not sure if you’re in the right place? Learn more about my guarantees.

I offer a 10 day full refund for return policy (exclusions listed below).

First of all, if you are unhappy with your purchase for any reason, please contact me within 10 days of receiving it and we will go from there.

Please be aware that I cannot accept returns of custom orders (this includes rings – unless the product arrives defective).

Additional non-returnable items:

  • Gift Certificates
  • Sale/ reduced items
  • Earrings that have been worn

I really want you to be happy with your order, and will do whatever I can to work with you and sort out any issues.

If your item is faulty, was damaged during delivery or if I made an error, read on to discover what to do.

Click on the headings below to reveal or hide the details:

BACK TO FAQ’s

Firstly, please contact me within 10 days of receiving your item so that I know to expect it, and can give you the delivery details. 🙂

Secondly, please fill in this form

Please note:

  1. A refund does not apply to the cost of return shipping.
  2. I cannot accept returns of Custom Orders (this includes rings) due to the item being made to your specifications / sizing, and the unlikelihood of being able to re-sell that item. 
  3. The item must be returned in its original condition along with packaging and it must not have been worn. 
  4. If your item has arrived damaged, you must take a photo of it to show me what state it is in
  5. It must be returned within 30 days of the date of your order.  

Please also note:

  • All refunds are processed back through to your original payment method. If you have paid with a gift certificate/store credit, I will issue you with a new gift certificate. Unfortunately, I am unable to issue you with a cash refund if you have paid with a gift certificate/store credit as there is no physical money there for me to refund you with.
  • Once you have been issued with your return (either credit/refund) I am unable to change this.
  • As soon as I have received your return, you’ll be issued with a refund for the cost of the item/s.
  • I can organise an exchange instead if you prefer. Just let me know what you would like instead.

To complete your return, I require a receipt or proof of purchase. If the product arrives defective, I will also need a photo of the product in it’s damaged state.

Please do not send your purchase back without getting in touch with me first to discuss.

There are certain situations where only partial refunds are granted: 

* Any item not in its original condition, is damaged or missing parts for reasons not due to my error.

* Any item that is returned, when you have not contacted me for more than 10 days after delivery

Once your return is received and inspected, I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact me.

Shipping your return

After you have contacted me and discussed your issues, I will give you my delivery address where you can return your item to. 

Please note: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

If you are shipping an item over $100, you should consider using a trackable shipping service or purchasing shipping insurance. I can’t guarantee that I will receive your returned item.

I want you to be super-happy, so you can exchange your jewellery if you’ve decided you would prefer something different or have made an error with your order. 

If you change your mind or have any questions regarding your received item, please firstly contact me within 10 days of receiving it to discuss, and I will give you my delivery details. 

Items to be exchanged should be returned to me within 30 days of delivery and it’s important that items returned are in the original condition you received them.

Once I’ve received the returned item, I’ll get the exchanged piece on its way to you ASAP.

Postage costs:

I cannot accept responsibility for the additional postage and handling charges for exchanged items, so you will need to pay extra for this service. I.e. you may need to pay additional shipping costs for me to get the exchanged item back to you.

This will vary depending on your location, but will match my normal shipping costs. 

To speed up the process, if you live in New Zealand, you can include a pre-paid courier bag with your return address on it.

Gift exchange vouchers can also be sent with gift purchases so the receiving party can exchange if they so desire. 

Please let me know if a gift exchange voucher is required and the recipient will receive instructions with the package on how to make the exchange.

Curlicue NZ Jewellery is not responsible for packages lost in transit. All packages should be returned to me via a trackable method.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Faulty items are rare, as pieces are always checked before being packed. However, very occasionally a problem can slip through the cracks without me spotting it. 

If you discover a fault with your item, please contact me with the details in the first instance, to discuss the best solution, and to organise replacement or refund of your purchase.

I will ask for a photograph of the problem so that I can understand what’s going on. 

Such returns generally can’t be accepted after 3 months of purchase, by which time any fault should have become apparent.

I may also ask you to return the faulty item so that I can see what went wrong, and also so that I can recycle the metal. If this is the case, I will cover any postage costs.

If your item appears to have been damaged during delivery, please contact me ASAP to organise a replacement.

You may wish to also contact the post office or other delivery organisation on your side to lodge a complaint about this.

I may ask you to return the damaged item so that I can see what went wrong and also to recycle the metal. If this is the case I will cover any postage costs.

I may also ask for a photograph of the problem so that I can see what’s happened.

I do my best to make sure products and orders are sent correctly!

However, I am only human, and sometimes mistakes can happen.

If you’ve been sent something in error, I have missed or mis-read an instruction, an item is missing from your order or anything similar – please contact me and I’ll work with you to fix the problem.

If I’ve sent an incorrect item, I may ask you to return it. If this is the case, I will cover any postage costs.

If you’ve ordered a ring and given me an incorrect size, you will need to re-purchase a new one, as I cannot resize my rings.

Other items which are entirely custom made or extensively altered, generally cannot be returned unless there is a fault, the item was damaged during delivery or if there was an error on my part.

This also includes gift cards where I have already written the message inside.

You will need to contact me to discuss, what we can do to resolve this situation.

If you have any questions about a custom made item, please contact me.

Once your returned item is safely received by me, I will issue you with a refund as quickly as possible or I will ship your exchanged item as soon as I possibly can.

Unless your return is due to a fault, damage during delivery or an error on my part, please note that any postage costs will not be refunded. 

If you are exchanging an item in the same circumstances, additional postage costs are likely to apply.

Think I’ve missed something?

Please contact me with any queries or suggestions you may have.

Curlicue NZ Handcrafted Accessories by Suzie Horne

Let’s keep in touch

I’m sorry to be an annoying pop up. But I’d love you to join Curlicue’s Clan and get an instant 10% discount code. You’ll then receive monthly updates on my exclusive deals, new products and informative blog posts.

So, if you’re ever looking for the perfect gift, or a treasure to keep for yourself, you know I can sort it out – just for you.