We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at [email protected]. Please note that returns will need to be sent to the following address: PO Box 185, Moorebank NSW 1875 Australia) or Book an Appointment on our Bespoke Page to return this in person at our showroom: Suite 810, Level 8, 250 Pitt Street, Sydney NSW 2000 Australia.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return or contacting us directly, will not be accepted.
You can always contact us for any return question at [email protected].
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as boxes, display chains, and other packaging), custom products such as special orders or personalized items- Which is the majority of our product range as we make your goods to order (In stock items in our showroom excluded) and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected].
Return Policy
Unfortunately, we do not accept returns on products purchased online at THELIS for a change of mind. Each piece is specifically crafted for you. We do, however, offer a full credit if the item is returned within 14 days of receipt.
Please remember to retain your invoice or proof of purchase when returning your order.
Credits can only be accepted if:
You request a return within 14 days of receiving your order.
The item is unused and in its original condition.
The item is in its original packaging, unused and unworn.
All items, including gift boxes must be protected in secure packaging when you return the item.
We do not accept returns of:
All Bespoke items and pieces from our “Design Your Own” range, including but not limited to Engagement Rings and Wedding Bands, as these are custom-made specifically for you. As such, these pieces are final sale and cannot be returned or exchanged, except in cases where the product is deemed faulty. If a product is found to be defective, we will offer a full refund of the amount paid.
Sale: We do not offer refunds or credit notes on sale items that have been marked down, except in the case of faulty products. If an item is faulty, we will provide a full refund. Please note, this excludes any products purchased with a welcome code, discount code, or promotional offer.
Earrings: For hygiene reasons, we are unable to accept returns on earrings unless the item is faulty. In the case of a faulty product, we will gladly provide a full refund. Please ensure the item is in its original condition and packaging to qualify for a return.
Gift Cards and Vouchers
Purchases that were made at one of our stockist.
All return items will be thoroughly inspected and quality-checked by our expert jewellers. Acceptance for a refund is at the discretion of THELIS, based on the condition of the returned item as outlined in our return guidelines. Please note that shipping and gift wrapping fees are non-refundable in the case of returns due to change of mind.
