Refund policy

Returns and Refunds Policy

Because every elsket piece is handmade to order in Brisbane, we operate a limited returns policy.

Damaged or Faulty Items
If your piece arrives damaged or has a manufacturing defect, please contact us within 14 days of delivery at hello@elsket.com.au with photos and a description of the issue. We will arrange a replacement or full refund including return shipping costs.

Wrong Item Received
If you receive an incorrect item, please contact us within 14 days at hello@elsket.com.au. We will arrange the correct item to be sent and cover return shipping for the original.

Change of Mind
We do not accept returns for change of mind on made-to-order items. Each piece is created specifically for you, with materials selected and assembled by hand. Please review product details, photos, and dimensions carefully before ordering.

Non-Returnable Items
The following items cannot be returned:
Made-to-order pieces (most of our jewellery)
Custom or personalised orders
Sale items
Gift cards

Natural Variation
Aventurine, freshwater pearls, and other natural materials vary slightly from piece to piece. Variations in stone tone, pearl shape, and bead alignment are part of the handmade nature of each piece and are not considered defects.

How to Request a Return
For damaged, faulty, or incorrect items, contact us at hello@elsket.com.au with:
Your order number
Photos showing the issue
A brief description

We will respond within 2 business days with return instructions and shipping arrangements.

Approved Returns
Once we receive and inspect the returned item, we will process your refund within 5 business days. Refunds are issued to the original payment method. Bank processing times may add a further 3 to 10 business days.

Australian Consumer Law
This policy does not affect your rights under Australian Consumer Law. You are entitled to a replacement or refund for major failures and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

International Customers
For customers in the European Union, the 14 day cooling off period under EU consumer law applies, as required by EU regulation, even for made-to-order items. Returns under this provision must be in original condition and packaging.

Contact
For any questions about returns or this policy, contact us at hello@elsket.com.au.