CHANGE OF HEART RETURNS
At Esmaé we pride ourselves on delivering high quality, ethically sourced and handcrafted jewellery. We will happily accept a change of mind within 14 days of purchase for a refund or exchange.
- Please note that this change of mind policy does not cover sale items, or earrings due to hygiene reasons.
- All Change of mind returns must be returned in original saleable condition & must not be worn or damaged.
- Refunds will be made via the original method of purchase, minus the shipping and handling.
***Esmaé will inspect the product on its return. We reserve the right to deny unreasonable returns and exchanges.
We recommend returning items through traceable mail. It is the customer’s responsibility to return the item to us safely. Esmaé is not responsible for any lost items or any damage to the product through the postal service.
We take care to quality check all our handmade items, however occasionally there may be a fault we did not find. If a faulty item is received, please contact our Customer Service team to arrange return via post for assessment.
- 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.
- Return postage of items with manufacturing faults will be covered by Esmaé.
- 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.
- You will need to include your full contact details and address, order number and photographic evidence of the fault along with a brief description. Until authorised by a member of our team, returns must not be sent.
Please email firstname.lastname@example.org for any faulty items.
Returns must be sent via Registered Post and directed to:
PO BOX 167
LYNBROOK, VIC 3975
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.