Returns & Policies
At KBN Jewellery we want you to absolutely love your piece. Because almost everything we make is personalised and made to order just for you, our returns work a little differently to a typical store - so here's exactly where you stand.
This policy is in addition to your rights under the Australian Consumer Law (ACL). Nothing here takes those rights away.
Change of mind
Because each personalised, made-to-order piece is created especially for you (and we start work straight away), we're unable to accept change-of-mind returns or exchanges on made-to-order items. Please double-check every detail at checkout - spelling, alignment, length, metal colour and font.
Our 'ready made' items can be returned for a store credit. Just contact us at hello@kbnjewellery.com.au within 7 days of receiving your order. Returned items need to reach us within 30 days of delivery, unworn and in their original condition, including all packaging.
Due to hygiene reasons, all earrings are final sale.
If something's not right
We pour a lot of care into every piece (it passes through three sets of hands plus a final quality check before it leaves us), but very occasionally something slips through. If your piece arrives faulty, damaged, or not as you ordered, please email us at hello@kbnjewellery.com.au with your order number and a photo.
You're covered by the Australian Consumer Law, and we'll always work with you to make it right - whether that's a repair, a replacement or a refund. We'll cover return postage for any genuine fault, and this applies to all our pieces, personalised ones included.
Damaged or lost in transit
If your order is damaged, lost or stolen in transit and you opted in for Shipping Protection at checkout, please contact us at hello@kbnjewellery.com.au to arrange a replacement.
If you didn't opt in to for Shipping Protection - just contact us at hello@kbnjewellery.com.au with a photo and we'll do our best to make it right
Cancelling or changing an order
We begin working on your piece straight away, so please check all the details before you order. If you need to cancel or change something, contact us as soon as possible at hello@kbnjewellery.com.au and we'll check what stage of production it's in. If your piece has already been started, changes may not be possible. If you'd still like to go ahead, a change may incur a rework fee, or a cancellation may be subject to a restocking fee.
Discounts
Please make sure you enter your discount code at checkout, as we can't refund the discount amount once a sale has ended.
Product safety warning
KBN Jewellery does not recommend necklaces for unsupervised children, as they contain small parts that may come loose and cause a choking hazard. If you do choose to purchase for your child, please ensure they wear their necklace only under supervision.
A few more bits
Looking after your piece? You'll find all our care tips on our jewellery care page.
Still have questions? Check out our FAQs or email us anytime at hello@kbnjewellery.com.au.
By purchasing from our store you accept our store policies. Nothing in these policies excludes, restricts or modifies your rights under the Australian Consumer Law.
