Returns & Warranty Policy
Returns Policy
We hope that you’ll be delighted with your Ornare The Label purchase, but in the event you need to conduct a return, we’d be happy to help you out.
If you are not completely satisfied with your purchase, we will happily accept the return of the item in its original saleable condition (unworn and undamaged), on a case-by-case basis, within 14 days of receipt of purchase.
The following policy conditions apply:
- Full price items can be refunded in full (excluding the initial delivery charges) provided they are returned in their original saleable condition (unworn and undamaged). Sale items are non-refundable.
- Refunds will not be processed until we have received the return item (within the required timeframe) and inspected that it is in its original saleable condition. The item must be returned with the original pouch and jewellery box provided in the original shipment. We strongly recommend placing the item back in the bubble wrap provided in the original shipment to avoid damage during transit.
- Earrings are not eligible for a refund due to hygiene and safety regulations (no exceptions).
- Adjustable rings which have been adjusted out of their original shape are not eligible for a refund.
- Customers are responsible for arranging to have the item returned to Ornare The Label, including any postage/ delivery fees incurred.
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Tarnishing and discolouration of jewellery due to chemical contact is not considered a fault. Tarnishing or discolouration due to general wear and tear is not considered a fault. Ornare The Label is not responsible for general wear and tear, or damage resulting from mistreatment, mishandling, or not following the Jewellery Care Guide guidelines. Please refer to and follow our Jewellery Care Guide to prolong the quality of your jewellery.
Exchanges
If you wish to exchange your purchase for a different item, the original item must be returned in accordance with this policy (as a standard return) and a new order must be separately placed through our website.
Returns Process
Should you wish to return your purchase, please contact us at support@ornarethelabel.com.au within 3 days of receiving your item, quoting your order number in the email subject line. Once your return request has been approved via return email, you must arrange the return of the product within 14 days from the approval. Returns postmarked outside of the 14 day window will be refused.
Customers are responsible for arranging to have the item returned to us safely, unworn, undamaged, and in the original packaging.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether the refund has been approved.
A full refund of the item (excluding the initial delivery charges) will be processed within 10 business days.
Delivery/Postage of Returns
The customer is responsible for any associated postage and delivery fees incurred.
A return address will be provided to the customer on approval of the return request. Returns must be shipped via a trackable postal service. Ornare The Label is not responsible for any items lost or damaged in transit.
Some international deliveries may incur duties/ customs/ taxes, which are not refundable by Ornare The Label. We recommend international customers mark ‘return’ on their courier company consignment to avoid such charges.
Warranty Policy
Ornare The Label jewellery is crafted by skilled artisans to a high standard using high quality materials and is quality checked before we send it to you. As such, each piece comes with a 1-month warranty against manufacturing faults.
In the unlikely event you receive an item with a manufacturing fault, we will gladly repair, exchange or refund the faulty item.
To make a warranty claim, please contact us at support@ornarethelabel.com.au with details of your request, including your order number, full details of the fault and accompanying images. Our team will then be in contact with you regarding next steps.
The below are not considered manufacturing faults and will not fall under our warranty:
- Items which have been damaged as a result of general wear and tear over the course of ordinary use.
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Items which have tarnished or discoloured due to general wear and tear, chemical contact, or otherwise not following the Jewellery Care Guide guidelines. Please refer to our Jewellery Care Guide for information on slowing down the natural process of tarnishing.
- Items which have been damaged by mishandling or by misuse. This includes repairs attempted by the customer.
- Slight variances of the characteristics of the materials (gemstones, crystals and metals) from the photographs/ web images presented of the item is not considered a fault. You can read more about the variation of handmade jewellery below.
Requests for returns and warranty claims will be assessed on a case-by-case basis. We will not accept returns or warranty claims if, in our opinion, the item appears to be mistreated or mishandled and appropriate care has not been taken as per the instructions outlined in our Jewellery Care Guide.
Ornare The Label reserves the right to refuse any unreasonable request for a return or warranty claim.
Variance In Jewellery
Because Ornare The Label jewellery is handcrafted and incorporates natural gemstones, each Ornare The Label piece is truly unique will bears its own characteristics and variations which will vary slightly from the photographs/ web images presented. We do not accept exchanges for a different piece based on slight variations as this is not considered a manufacturing fault.
This can include additional, or fewer, rows of crystals than depicted in the photographs/ web images which is dependent on the size the natural gemstones and room for crystal placement.
If you have any concern about the appearance of these materials in your piece, please contact us at support@ornarethelabel.com.au.
Repairs Outside Of Warranty
If your item becomes damaged due to circumstances that are not covered by our warranty, please contact us at support@ornarethelabel.com.au, along with images of the piece in question. We will then provide you with details if a repair can be accommodated, along with the associated charges.
Please note that shipping costs for the return and redelivery of the item will be the responsibility of the customer.
Third Party Policy
This policy applies to customers who have placed orders directly through the Ornare The Label website. Please be aware that we are unable to accept returns of items purchased through our stockists. Please contact the stockist directly to follow their returns policy.
