At Elixir Jewelry, we want you to feel completely confident about every piece you order from us. This Return Policy explains which items qualify for a return, the condition they need to be in, and the steps you’ll need to follow to send something back to us. We recommend reading through this policy carefully before starting a return so the entire process goes as smoothly and quickly as possible for both of us.
All figures mentioned throughout this policy are listed in AUD ($). This policy applies in addition to, and does not affect, your rights under the Australian Consumer Law, including your rights in relation to items that are faulty, not fit for purpose, or don’t match their description.
Return Window
You have 30 calendar days from the date your order is marked as delivered to request a return on an eligible item.
Requests submitted after this 30-day window has closed generally cannot be accepted, so if you think there’s even a chance you might want to send something back, we’d encourage you not to wait too long before reaching out to us. If your item is delayed by the carrier and delivered later than expected, the 30-day window will run from the actual delivery date confirmed by tracking, not the original estimated date.
What Can Be Returned
You’re welcome to request a return if any of the following applies to your order:
- The item arrived damaged during delivery
- You received a defective item, such as faulty clasps or settings
- We accidentally sent you the wrong product
- The item significantly differs from how it was described or pictured on our site
- You simply changed your mind after receiving it and no longer want it
- The item is still within the eligible return window and meets the conditions described below
Every return request we receive goes through a short review process to confirm it satisfies the conditions outlined in this policy before it’s approved.
Conditions for a Valid Return
For an item to qualify for return, it must meet all of the following conditions:
- Be sent back to us within 30 calendar days of the original delivery date
- Be unused and in its original, resalable condition
- Include all original packaging, pouches, boxes, and tags
- Include any certificates of authenticity or care cards that came with the item
- Show no signs of damage, tarnishing, or wear that occurred after delivery
- Be accompanied by proof of purchase or a valid Elixir Jewelry order number
Items that don’t fully meet these conditions may be sent back to you without a refund, or may only qualify for a partial refund depending on their condition upon inspection. Our team will always try to communicate clearly with you if an item doesn’t pass inspection, and why, before making a final decision.
Sale Items
Items purchased at a discounted or sale price are final sale and are not eligible for return, unless the item arrived damaged, defective, or incorrect. Where an order contains a mix of full-price and sale items, only the full-price items will generally be eligible for a change-of-mind return.
Getting Return Authorization Before You Ship
Before sending anything back to us, please reach out to support@elixirjewellery.store to request return authorization first. This step matters, because it allows us to review your request, confirm eligibility, and provide you with the correct instructions and return address.
Please do not send items directly to our business address without first receiving approval from our team — unauthorized returns sent without prior confirmation may be delayed, refused upon arrival, or take significantly longer to process.
Once we’ve reviewed your request and confirmed it meets our conditions, we’ll follow up with clear step-by-step instructions along with the return shipping address you should use. We generally aim to respond to return authorization requests within 1–2 business days.
Who Covers the Cost of Return Shipping
If the return is the result of our error meaning the item arrived damaged, defective, or wasn’t the product you actually ordered please let us know within 48 hours of delivery and include the following so we can review your case quickly:
- Your order number
- Clear photos of the item itself
- Photos of the outer shipping packaging
- A short written description of the issue you experienced
Once your request has been reviewed and approved, we’ll provide you with a prepaid return shipping label at no cost to you whatsoever.
If you’re returning an item simply because you changed your mind, or it turned out not to be what you were looking for, the cost of return shipping will be your responsibility. It’s also worth noting that in these cases, the original outbound shipping charge you paid at checkout is non-refundable.
No Restocking Fee
Unlike many online retailers, we don’t charge a restocking fee on approved returns, regardless of the reason for the return.
Restocking Fee: $0.00 AUD
Exchanges
At this time, we don’t offer direct one-to-one exchanges through our store. If you’d like a different piece, the simplest path is to return your eligible item under this policy and place a brand new order separately for the piece you’d actually prefer. This ensures your new item ships as quickly as possible rather than waiting on your return to be received and processed first.
Items That Cannot Be Returned
The following situations and item types are not eligible for a return under this policy:
- Items that have been used or show visible wear after delivery
- Items sent back to us without their original packaging or tags
- Products showing damage that was clearly caused by improper handling or misuse after delivery
- Custom, engraved, or personalised pieces made specifically to your order
- Earrings, for hygiene reasons, unless faulty or defective
- Return requests submitted after the 30-day return window has already closed
- Sale or discounted items, unless damaged, defective, or incorrect
- Gift cards, if and when Elixir Jewelry begins offering them
Shipping Your Return Safely
We strongly recommend using a shipping method that includes tracking, and where possible, insurance, whenever you’re sending an item back to us. Unfortunately, we’re not able to process or verify a return shipment that we cannot confirm was actually sent, so using tracking ultimately protects you just as much as it protects our business. We also recommend keeping your proof of postage until your return has been fully processed.
Cancelling an Order Instead of Returning It
If you’d rather cancel your order entirely before it even ships, rather than going through the full return process afterward, please contact us as soon as you possibly can. Cancellation requests can only be honored if your order hasn’t yet entered fulfillment once it’s been processed and handed off to the carrier, it’s no longer possible for us to cancel it. For more details on our processing timelines, take a look at our Shipping Policy.
What Happens Once We Receive Your Return
Once your returned item arrives back with us, our team inspects it against the conditions outlined above before moving forward. We’ll typically send you a short confirmation email once your return has been received, and another once inspection is complete. To understand exactly how that inspection leads to a refund, and how long that typically takes, please refer to our separate Refund Policy, which covers that part of the process in full detail.
Questions About Returning an Item
If you’re ever unsure whether your item qualifies for return, or you just want a second opinion before starting the process, our team is always happy to walk you through it.
Business Name: Elixir Jewelry
Email: support@elixirjewelry.store
Phone: +61 422 987 659
Business Address: 18 David Low Way, Marcoola QLD 4564, Australia
Customer Support Hours: Monday to Friday, 9:00 AM to 5:00 PM
Time Zone: GMT+10:00 (AEST)
Live Chat: Available 24/7
You can also reach out anytime through our Contact Us page.