Shipping & Returns/Refunds
SHIPPING RATES
We ship worldwide. :-) All orders are shipped from Melbourne, Australia.
International customers (outside of Australia) need to be aware of & are responsible for any taxes or duties associated with the clearance/import of their packages from Coffee + Gems. International packages returned to us due to package refusal/failure to pay import charges will be charged a re-delivery fee.
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RETURNS & REFUNDS
At Coffee + Gems, we take pride in delivering high-quality gemstone cabochons and beads. However, we understand that sometimes issues may arise. Below is our policy regarding returns, refunds, and replacements to ensure a smooth and fair process for all our valued customers.
Conditions for Refunds, Credit Notes, or Replacements
*1. Damaged or Broken Products*
- If your ordered products arrive broken or damaged (and this damage was not stated in the product's original listing), please contact us via email at hello.coffeeandgems@gmail.com within 24 hours of receiving your parcel.
- Include clear pictures of the damaged items in your email.
- You will be given the option to choose from the following:
- A replacement of the product (to the same value as the original item)
- A cash refund
- A credit note for future purchases
*2. Incorrect Product Received*
- If the product you received is significantly different from the listing (e.g., wrong colour or completely different item), please return the incorrect product to us at the address provided below.
- Once we receive the returned item, we will immediately send out the correct product at no additional charge to you.
- If the correct item is unavailable, we will issue a full refund.
*Please note:* Shipment delays are not eligible reasons for a refund, replacement, or credit note. All shipping inquiries should be directed to Australia Post.
Refund Process
- All refunds will be processed back to the original payment method.
- Refunds typically take 3-5 business days to appear, depending on the payment method used during checkout.
Returns Due to Change of Mind
- Returns due to a change of mind are generally not accepted. This includes situations where the customer decides the item is no longer suitable (e.g., incorrect size, change of preference in colour).
- However, we consider each return request on a case-by-case basis.
- If approved, a 20% administrative and restocking fee will be deducted from the refund amount.
- Shipping charges are non-refundable, and the customer is responsible for the return shipping costs.
- Returned items must arrive in their original condition. If the items are not in the original condition, a refund or credit note will not be issued.
Order Cancellations
- If you wish to cancel your order, and the shipping label has not yet been printed or the order has not yet been shipped, a 20% administrative and restocking fee will be applied to the order total.
- Once an order has been shipped, cancellations cannot be processed, and the change of mind returns policy will apply.
Contact Information
For all return and refund inquiries, please contact us at hello.coffeeandgems@gmail.com and we will aim to respond within 24-48 hours.
Thank you!