Returns, Exchanges, Replacements
If you need to return any item to us, please contact us within 10 working days from the date of your invoice before sending back. We will provide instructions for your return to get to us safely. We will not accept returns after this time.
RETURNS & EXCHANGES
Please ensure that you are measuring, taking advantage of our sampling services and carefully considering your quantities needed. As we offer colour samples of rhinestones, beads and most trims so you can confirm colours and sizes, and as we thoroughly detail the correct sizes of all listed items, we regret we're unable to accept returns or exchanges just because you've changed your mind after receiving the goods.
Glues, tools and adhesives are not returnable sorry. Nor do we accept returns or exchanges on sale or discounted items or any item we've cut to length specifically for your order.
But we realise things do happen sometimes and should you wish to return any unprocessed item for any other reason we may be able to assist. From October 2019 we will be charging a minimum of 5% re-stocking fee on all exchanges and returns, with a maximum of 15% re-stocking fee able to be applied at our discretion. This is to part-way cover our labour costs in double-handling orders, card-processing and banking fees, and processing previously sold items back in to our inventory. Re-stocking fees apply unless the return is due to an error on our part. We regret we don't accept any partial returns of units purchased. We also do not accept returns for any special orders or items you have had us specially bring in for you. Occasionally, items are discontinued or are on the way to being discontinued, and in this instance we also may not be able to accept the item as a return.
To return any item we will require you to securely bubble-wrap the item/s and then bind the bubble-wrap with tape, and send the return in a track & trace postal service to us (we are very specific about this as we have had items not arrive due to postal loss, and items arrive chipped and broken due to not being securely bubble-wrapped). If you do not send in a tracked and traceable postal service and the item does not arrive or gets lost, we will not be held responsible. Once received in 100% re-saleable condition we'll process the refund onto your original method of payment. If that was by credit card, the refund will take several working days to show in your account. The full details of this timing are in the fine-print from your bank who issued your credit card to you.
If you require an exchange please place a new order either through the e-commerce website or as an email or phone order. This will be sent as a completely new transaction and shipment.
FAULTY GOODS & REPLACEMENTS or REFUNDS
If we consider any returned item to be faulty we will meet our obligations under the Consumer Guarantees Act and send a replacement to you free of charge. Please firstly send a photograph of the fault so that we can establish what has gone wrong. If you aren't able to provide a photograph, please contact us to describe what is wrong.
If the item you have received is faulty but is no longer available for replacement, we hope that you'll be able to choose another item to the same value, and if not, we will issue a refund to your original method of payment. This can take a day or two to show back into your account.
With all due respect, occasionally a fault may not actually be a fault, but simply a mis-match in product ordered and delivered, against what was expected (eg - Clear rhinestones with no foiling were ordered and sent, when Crystal rhinestones with foiling on the underside where needed), hence a simple photograph is required. Thank you for assisting us to remedy any fault that you've experienced.
