30-Day Peace of Mind
Take your jewellery home to ensure it is perfect. Feel free to inspect, try on again, or get a second opinion. If you are not totally satisfied, we will exchange or refund within 30 days of purchase. Please note this 30-Day Change of Mind Guarantee does not apply if the jewellery has been worn or has been custom made, modified, specially sized to fit, or special ordered. Please see conditions.
General Conditions:
1. To be eligible for a refund or exchange under our 30-Day Change of Mind Guarantee, the product must be
a. In a pristine, as new, unworn condition, with no visible signs of wear, including scratches, damage, chips or marks. Items purchased and worn for special occasions are not eligible under the Change of Mind Guarantee.
b. Returned complete with the original receipt, and as new packaging. The item cannot be considered for refund under this Guarantee without these.
c. The determination of an item matching the definition of as new condition above is at the sole discretion of Secrets Shhh.
2. If a ring has been modified or custom-made, sized by our jeweller to specifically fit your finger, or supplied by special order outside our standard set sizes of L, N1/2 or Q, it will not be eligible for a refund, or exchange under our 30-Day Change of Mind Guarantee.
3. Any purchases through Our Lifetime Trade Up Guarantee are not eligible for a refund or exchange under our 30 Day Change of Mind Guarantee.
4. It also does not apply to earrings (including items placed in or through the body) or clearance items.
Read the full Certificate of Warranty & Guaranteed here.
Damaged Items:
If you received a damaged item in the mail, we would urge you to act immediately. Please follow the prompts below on How to Return Your Jewellery.
How to return your jewellery:
TO RETURN YOUR ORDER BY MAIL TO OUR SECRETS ONLINE STORE:
1. Head to our online store and navigate to our Returns Form page here.
2. Fill in your order number and email address to find your order.
3. Your order will appear, and you can select the item/s you may want to return. The online form will prompt you through.
4. Once you have completed the online form, it will be received by our Customer Service Team.
5. A team member will email you with pre-approval if your item/s appear to meet the Secrets returns conditions (damaged item, 30-Day Change of Mind Guarantee, incorrect item received or other), and supply you with further return shipping information.
Please note when returning items by mail:
- Secrets Shhh does not cover the expense of postage or shipping.
- Secrets Shhh strongly recommends that items are returned by either express post or registered mail, so they can be tracked and insured against damage or loss.
- Secrets Shhh does not take any responsibility and will not be liable for any items lost or damaged whilst in the care of Australia Post or any other carrier.
- Secrets Shhh will only provide a refund, exchange, or store credit to the value of the item as listed on the original receipt.
WHEN WILL I RECEIVE MY REFUND, EXCHANGE OR STORE CREDIT?
IF YOU RETURN YOUR ORDER BY MAIL TO OUR SECRETS ONLINE STORE:
- Once Secrets Shhh has received your return, it will be assessed by our expert jewellers.
- In the event of a damaged piece, we will notify you if it can be repaired, and any wait times that may be incurred.
- If your return is approved or a damaged piece cannot be repaired, our Customer Service Team will notify you to discuss the replacement, exchange, credit or refund options available.
- In the event of a damaged item which cannot be replaced or repaired, Secrets Shhh will happily refund you for the cost of the product plus the postage cost to return the item, upon presentation of your postage receipt.
- In the event of a full or partial refund, Secrets Shhh will process it electronically within 15 days after we have contacted you. Please note, your financial institution may take additional time to transfer the funds into your account.
- Any Secrets Shhh store credit offered will expire within 12 months from the date of issue.
IF YOU RETURN YOUR ORDER IN-PERSON TO A SECRETS STORE:
- Once the store has received your returned items, they will be forwarded to our Customer Service Centre and a team member will be in contact. Your returns will not be immediately replaced, exchanged, credited or refunded by the store. All returns need to be first evaluated by our master jewellers.
- If your return is approved, the Customer Service team will notify you to discuss the replacement, exchange, credit or refund options available.
- In the event of a full or partial refund, please allow3-5 business days from returning it in-store for your order to be refunded online. Please note, your financial institution may take additional time to transfer the funds into your account.
- Any Secrets Shhh store credit offered will expire within 12 months from the date of issue.
