60 Day Money Back Guarantee
At Shiels, we stand by the quality of our product, your satisfaction is important to us.
For purchases made from 1st November 2021, our online customers are offered a 60 Day Money Back Guarantee service. Any piece of jewellery, or watch, that has not been worn, scratched, damaged, made to order or altered in any way (including resize) within 60 days of delivery, is entitled to a full refund. The item to be returned or exchanged must be accompanied by the original proof of purchase, with all packaging and paperwork. Shiels Jewellers is not liable for return shipping costs unless the return is a result of our error.
To return a purchase, print out our returns form, fill it in and ship it with the goods to initiate the return. No printer? No problem! Please include a handwritten note in your return parcel stating the details of your return. Ensure the items are in the original packaging. We suggest using a registered eParcel through Australia Post.
Attn: Web Sales
PO BOX 10040
Gouger Street BC
ADELAIDE SA 5000
Please note: Receipts from our online orders cannot be processed as an exchange, refund or credit through a physical Shiels store and therefore must be returned via this online process. Store purchases must also be returned to the original place of purchase for any return requirements.
Any item returned to Shiels must be returned in original condition with original packaging and warranty. All returns are subject to inspection by our jewellers before a refund is processed. This is to ensure an item is returned in as new, saleable condition, that is that the item has been unworn, is not damaged, or altered in any way (for example resizing, watch links removed). Special orders or made to order items are not returnable as they are made custom to your order and are not resaleable.
We encourage customers to return goods via registered or trackable postage services. Returned items/parcels remain the property and responsibility of the customer until received and refunded by the seller ( Shiels Jewellers)
We will refund you in the same tender used to pay for the original order within 3 Business Days (Business hours Monday to Friday) of receiving your returned item. Once the return has been processed we will notify you via email of your refund. Please allow for your bank to process your return (3 to 5 business days as time frame varies from institution dependant on your banks processing times.) The refund amount excludes all original and return postage costs, postage cost will only be covered should the product be deemed faulty or not as ordered.
Returns Paid By Buy Now, Pay Later Finance Options
For returns made by the buy now, payer later Finance Options, Afterpay, Zipmoney and Humm will notify you via email to confirm the refund has been processed and they will communicate the changes to your payment schedule. Please follow up any confirmed refunds with your finance provider.
It is the customer’s responsibility and cost to return the item back to Shiels Jewellers. Shiels cannot be held accountable for any items lost in the mail, original shipping/handling costs or additional costs incurred. However, If you believe an item you have received is faulty, please email us with photos to [email protected] before returning the product.
Items found to be worn, scratched, altered (including resize), custom made or damaged will not be refunded and will be returned to the sender. We do not cover the loss of an item. If you believe you have received a faulty item please contact us immediately at [email protected] to rectify the situation before a loss occurs.
Refunds will be processed in the same tender used for the original purchase.
Shiels will provide a solution to any major or minor faults assessed. This solution is in the form of a repair, exchange or refund as per Australia Consumer Law.
For additional information or help with your refund or exchange please contact our friendly team on (08) 8110 4196 or via our contact us page.
Shiels In-store Refund Policy
We want our jewellery to delight our customers, and we stand by the quality of our products. If for any reason, you are dissatisfied with your purchase and we conclude the goods as faulty, we will happily exchange or refund the item/s. However, the original proof of purchase must be supplied.
We do not offer refunds for change of mind.
Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.