Refund policy
Refunds
If for any reason you’re not satisfied with your purchase, please contact us via email at info@byeileen.com.au within 48 hours of receiving your item(s). Due to the nature of our products, we cannot accept returns on any products unless they are deemed faulty. Change of mind and and customised items are strictly non-refundable or exchangeable.
We can only accept items for return that are sent via tracking and well packaged to minimise damage in transit. By Eileen is not liable for packages lost or damaged during return shipping.
Wear and Tear
By Eileen is not liable for general wear and tear on our jewellery products. Refer to our handy guide on "Caring for your jewellery" to ensure your jewellery looks amazing for years to come.
If your piece is damaged due to an accident or negligence, a repair may be offered at your cost if the product is deemed repairable. In these cases, you’re responsible for the cost of postage and repair.
Faulty Item
At By Eileen, we do our best to ensure that all products are inspected before delivery.
If you do receive a faulty item due to a manufacturing issue, send us a clear picture of the product within 48 hours of receipt. Should the item has a manufacturer’s fault, and it can be repaired, we’ll get you to send it back to us for the necessary repairs in the first instance. Should the item be deemed unrepairable, we will then organise a replacement.
All our crystals and gemstones are unique and hand-picked just for you, so they may vary from the images you see on our site. Each gemstones boasts its own healing and magical properties which means we are unable to exchange due to change of mind.
All our pieces are delicate and therefore are important to be handled, stored and cleaned carefully. Please refer to “Product Information’ on how to care for your crystals and jewellery.
The returned item must be lodged over the counter at your nearest Australia Post outlet with trackable shipping service. We don’t guarantee that we will receive your returned item.
Upon receipt of the item, we’ll process your return, less any shipping costs. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.
You have 14 days to return a faulty item. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund, credit, repair or exchange. Products also need to be returned in their original, unused condition and packaging.
Returns
Upon validation that your piece is fit for return, you have 14 days to return a faulty item. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund, credit, repair or exchange. Products also need to be returned in their original, unused condition and packaging.
Sale items
Sales items are strictly not exchangeable, refundable or returnable. Only regular priced items may be returned or exchanged. This includes change of size. Please note that warranties are also strictly not applicable to sale pieces due to heavily reduced prices.
Markets, Expos, Trade fairs or Any Items Sold offline
Markets, expos, trade fairs or any items sold offline Sales items are strictly not exchangeable, refundable or returnable. Only regular priced online items may be returned or exchanged. This includes change of size. Please note that warranties are also strictly not applicable to sale pieces due to heavily reduced prices.
Exchanges
We only replace items if they are defective or damaged due to manufacturer fault as assessed by us; and if the product is deemed to be unrepairable. If you need to exchange it for the same item, send us an email at info@byeileen.com.au so we can get the ball rolling for you.
Shipping
You will be responsible for the cost of postage/ re- postage due to a return unless you are returning a faulty product. We also do not refund deliver charges.
If you are shipping an item over $75, you should consider purchasing shipping insurance. We are not liable for any loss of breakage of returned products during transit.