Online Purchases

Refund Policy

We accept returns of all products purchased online at Esmaé excluding the items outlined below. We offer refunds and store credits for online purchases.

Please remember to retain your invoice or proof of purchase when returning your order.


Returns can only be accepted if:

  • You request a return within 30 days of receiving your order.
  • The item is unused and in its original condition.
  • The item is in its original packaging and unworn. We can only accept the return of 'gift sets' if all original components and packaging are in original, unused condition.
  • All items, including gift boxes must be protected in secure packaging when you return the item.

We do not accept returns of:

  • Sale Items: We do not offer refunds or credit notes on sale items that have been marked down or red-penned unless the product is faulty, in which case we will provide a full refund (this excludes the 10% welcome code or items purchased using a discount/promo code).
  • Earrings: For hygiene reasons, we are unable to accept any returns on earrings, unless the item is faulty, in which case we will provide a full refund.
  • Engraved items: All items that are engraved are not eligible for a return and are final sale.
  • Gift Cards and Vouchers

Please note: All return items will be inspected and quality assurance checked at our Head Office on return and it remains at the discretion of Esmaé as to whether the item will be accepted for refund based on the conditions above. Shipping and gift wrapping costs are non-refundable for change of mind returns.

How to return your items

How to return your items/s:

  1. Lodge a return via our Return Portal.
  2. Enter your order details.
  3. Enter your order number
  4. Enter which item or items you would like to exchange or refund.
  5. Let us know the reason for your change of mind.
  6. Choose your return resolution. You have the option of a store credit or a refund to your original payment method.
  7. Head down to your local Australia Post Office with our shipping satchel or purchase a new satchel to ship the items back. Please make sure it is via traceable mail.
    (Items must be protected in a satchel or secure packaging. Be sure to include your completed Return Form with your RMA number and details)
  8. Drop off your parcel at your nearest Post Office.
  9. Once your return has been received, checked and approved by our team your refund or store credit will be processed. Please allow for up to 5 business days for your refund to be received once approved.

You will receive email updates every step of the way!

Returning a gift

  • You can request a return for a gift via our Return Portal here. If you would like to return a gift purchased by someone else, you will need the following information for us to be able to trace the order.
  • First & last name
  • Email address
  • Order number

You can find this information by asking the person who made the purchase or referencing your gift receipt.

Faulty or Damaged Items

We take care to quality check all our handmade items, however occasionally there may be a fault we did not find. We will gladly replace the product within 6 months of purchasing if a faulty item is received, please contact our customer service team to arrange this. Please note that our warranty does not cover loss, chain breakage, and general wear and tear. General wear and tear includes tarnishing and fading of plated jewellery, and therefore, is not covered by our warranty.

  • If the item is deemed to have a manufacturing fault, a replacement will be issued. A refund will be issued if we cannot replace the item.
  • Please consider and follow the recommended care instructions, for all Esmaé items. Those considered faulty due to reasonable general wear and tear or customer mistreatment will not be considered for replacement.

If you received an item online which you believe to be faulty or damaged, please contact us immediately at info@esmae.com.au with 2 - 3 clear images, your order number and a detailed description and we will be in touch with next steps.

Where do I return my items

RETURN ADDRESS:

Returns must be sent via Registered Post and directed to:
ESMAE 

PO BOX 167 LYNBROOK, VIC 3975 AUSTRALIA.

In the event that a return is received, which, upon inspection, does not meet our requirements, we will return the item to the customer at the customer’s expense.