Exchanging In-Store Purchases
Store purchases must be returned to the store you purchased from.
Online Returns
Online orders can be returned within 30 days of delivery if eligible.
- Items must meet the eligibility criteria listed below.
- Postage costs are non-refundable unless faulty or incorrect item was sent.
- Australia Post charge a $10.95 return postage fee (waived if the item is deemed faulty).
- NOTE: For online purchases made between 16 Nov and 24 December 2025 we offer extended returns. You can return or exchange gifts up until 25 January 2026. This is subject to the usual terms of our change of mind policy.
How to Return Online Items
Once you have confirmed eligibility, follow these simple steps.
Step 1: Start your return below - powered by Australia Post. Australia Post charges a $10.95 return postage fee (waived if the item is faulty).
Step 2: Select your preferred option:
Print your own label
OR
Post Office to print a label for you.
Step 3: Pack the item with original packaging, tags and paperwork.
Attach your label if you printed one.
Step 4: Drop your parcel in a red post box if the label is attached
OR
Lodge your return at a Post Office with barcode that was emailed to you.
Online Return Eligibility & Exclusions
Items Not Eligible for Return/Exchange
- Earrings or body jewellery, for hygiene reasons (e.g. nose/belly piercings, earrings, toe rings)
- Resized rings (resized before or after purchase)
- Engraved or personalised items (e.g. name necklaces)
- Special, custom, or made-to-order items
- Watches & smart watches that have been resized, damaged, connected/locked to a device, or altered after delivery (unless the watch is considered faulty under a warranty claim)
Items Eligible for Return/Exchange
- Posted with Australia Post within 30 days of delivery
- In new condition (unworn, unused) and not listed under exclusions above
- Free from damage, scratches, or signs of wear
- Includes proof of purchase, original packaging, and all paperwork (e.g. diamond certificates, watch booklets, warranty cards)
Note: Final assessment of condition is at Shiels' discretion.
Start an Online Return
Before you begin, please confirm your item meets the eligibility criteria.
- It will be posted with Australia Post within 30 days of delivery.
- It is in new condition (unworn/unused, no scratches or damage).
- Includes proof of purchase, original packaging, and any certificates/manuals.
- It is not excluded (see list above for exclusions).
Online Refunds & Exchanges Timing
- Refunds/exchanges are processed within 3 business days of receiving your item; you will get an email confirmation.
- Refunds will only be made to the original payment method.
- For credit card refunds, your bank may take an additional 3–5 business days to release funds.
- For PayPal, Afterpay, Humm, Zip, Latitude & Klarna refunds, your refund should appear in your respective account instantly upon processing.
- Original and return postage costs are excluded unless the product is deemed faulty or not as ordered.
- For cancellations or Return To Sender, a $10.95 shipping fee applies.
Watch Warranty
All watches are covered by the manufacturer's warranty.
- Assessment first: We send the watch to the manufacturer or authorised service centre for diagnosis.
- If a manufacturing fault is confirmed: the manufacturer will repair, replace, or we will refund according to their warranty.
- If no fault is found: the watch will be returned to you. A manufacturer' fee will apply. A return postage fee will apply.
- What to include: original packaging, warranty booklet/card, and proof of purchase to avoid delays.
Tip: Battery replacements, accidental damage, watch bands, water damage, wear & tear, replacement links and anything altered by a third party are generally not covered by manufacturer warranties.
Smart Watches & Electronics
- Post the return within 30 days of delivery with the item in new and unused condition.
- Must include all packaging and documentation (boxes, manuals, chargers, warranty cards, certificates, etc.).
- Items must not be resized, damaged, connected/locked to a device, or altered after delivery.
- Original shipping fees are not refunded.
- Change-of-mind returns outside the 30 day return period may be declined (unless the item is considered faulty).
Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Frequently Asked Questions
Getting Started
How do I start an online return?
In the Start An Online Return section above, check the eligibility and exclusions criteria for your item, then click Create New Return to start with Australia Post.
When do I need to lodge my return?
Returns must be posted with Australia Post within 30 days of delivery and meet the new condition and exclusions listed above.
Eligibility & Exclusions
Which items cannot be returned?
We cannot accept returns for earrings or body jewellery (e.g. nose/belly piercings, earrings, toe rings), resized rings (before or after purchase), engraved or personalised items (e.g. name necklaces), or special/custom/made-to-order items. Check the full list of eligibility criteria above.
What does "new condition" mean?
Unworn/unused, free from damage or scratches, and including proof of purchase, original packaging and all paperwork (e.g. diamond certificates, watch booklets).
Postage & Fees
Who pays for return postage and how much is it?
Australia Post charges a $10.95 return postage fee for change-of-mind returns. Shiels covers return postage only if the item is faulty or an incorrect item was sent.
I do not have a printer. Can I still return?
Yes. Take your phone to a Post Office and show the barcode from your return email. They will print the label and lodge the parcel for you.
What happens if my parcel is returned to sender (RTS)?
A $10.95 shipping fee applies if you choose to have the parcel re-delivered. If your parcel was uncollected and returned to us, and you no longer wish to receive the item, a $10.95 postage fee will be deducted from your original order before the refund is issued.
Refunds & Payment Methods
How long do refunds take?
We process refunds within 3 business days of receiving your item. Credit card providers may take a further 3–5 business days to release funds.
How are refunds handled for Afterpay, Zip, Humm, Latitude, Klarna or PayPal?
Refunds are made back to your original payment method/provider. They will notify you and adjust your payment schedule automatically.
In-Store vs Online
Can I exchange an item from an online order in-store?
No. Online purchases cannot be exchanged in-store. Please return for a refund and place a new order.
Can I return an in-store purchase via the online address?
No. In-store purchases must be returned to the original store of purchase with proof of purchase.
Faulty Items & Warranties
My item is faulty or not as ordered. What should I do?
Start a return above. If the assessment confirms a manufacturing fault or the item was not as ordered, return postage is covered and you will receive a repair, replacement or refund as appropriate.
How do watch warranties work?
Watches go to the manufacturer or an authorised service centre for assessment first. If a manufacturing fault is confirmed, the manufacturer will repair, replace or we will refund. If no fault is found, return postage applies.
Special Cases
Can I put multiple items in one return parcel?
Yes, if they are from the same order and all items meet eligibility. Include all paperwork and list each item in your return request.
What if I miss the 30-day window?
Change-of-mind returns outside 30 days may be declined. You still have rights under the Australian Consumer Law for faulty items.
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