Online Money Back Guarantee
At Shiels, we stand by the quality of our product, your satisfaction is important to us.
Our online customers are offered a Money Back Guarantee from the 20th of November until the 15th of January. Any piece of jewellery, or watch, that has not been worn, scratched, damaged, made to order or altered in any way (including resize) from the 20th of November until the 15th of January delivery, is entitled to a full refund. The item to be returned or exchanged must be accompanied by the original proof of purchase, with all packaging and paperwork. Shiels Jewellers is not liable for return shipping costs unless the return is a result of our error.
To return a purchase, print out our returns form, fill it in and ship it with the goods to initiate the return. No printer? No problem! Please include a handwritten note in your return parcel stating the details of your return. Ensure the items are in the original packaging. We suggest using a registered eParcel through Australia Post.
Attn: Web Sales
PO BOX 10040
Gouger Street BC
ADELAIDE SA 5000
Please note: Receipts from our online orders cannot be processed as an exchange, refund or credit through a physical Shiels store and therefore must be returned via this online process. Store purchases must also be returned to the original place of purchase for any return requirements.
Any item returned to Shiels must be returned in original condition with original packaging and warranty. All returns are subject to inspection by our jewellers before a refund is processed. This is to ensure an item is returned in as new, saleable condition, that is that the item has been unworn, is not damaged, or altered in any way (for example resizing, watch links removed). Special orders or made to order items are not returnable as they are made custom to your order and are not resaleable.
We encourage customers to return goods via registered or trackable postage services. Returned items/parcels remain the property and responsibility of the customer until received and refunded by the seller ( Shiels Jewellers)
We will refund you in the same tender used to pay for the original order within 3 Business Days (Business hours Monday to Friday) of receiving your returned item. Once the return has been processed we will notify you via email of your refund. Please allow for your bank to process your return (3 to 5 business days as time frame varies from institution dependant on your banks processing times.) The refund amount excludes all original and return postage costs, postage cost will only be covered should the product be deemed faulty or not as ordered.
Shiels is an authorised dealer or all the brands and products we sell. When a watch is purchased, it comes with a manufacturing warranty therefore, all faults will be sent to the manufacturer for assessment. The manufacturer will determine whether the product is faulty and the cause of the fault assessment time varies depending on the manufacturer. The outcome is at the manufacturers discretion whether refund or replacement can be offered. We can not speed up or determine an outcome on behalf of the manufacturer. if no fault is found, you will be required to pay for postage to have the item returned to you. Please refer to the specific manufacturers website for information on the repair or warranty instructions.
Body Jewellery Returns
We regret to inform you that all body jewellery purchases are non-refundable. We prioritize your well-being and want to ensure that every item you receive is brand new, untouched, and free from any potential contamination.
The following items are non-refundable under this category:
- Nose piercings.
- Belly piercings.
- Toe rings.
30 Day Returns Policy on Smart Watches / Electronics
Items returned for change of mind must be returned in the same condition in which you received the item. Original shipping fees for change of mind returns are not refunded.
Items must be received within 30 days of receipt of delivery for a replacement or full refund of the price you paid for the item provided you comply with the conditions below .
Conditions that apply to Change of Mind Returns:
- All items must not be damaged, missing parts or in unsellable condition because of customer negligence, misuse, or tampering.
- All items must not have been resized, damaged, connected or locked to a mobile phone/devise or otherwise altered after delivery.
- All packaging and documentation (e.g., boxes, manuals, warranty cards, chargers, certificates of authenticity etc.) must be included with the item being returned for change of mind.
It is not required to accept change of mind returns on items outside the specified return window or items that do not comply with the Change of Mind Returns policy.
This Change of Mind Return Policy does not affect your rights under the Australian Consumer Law you may have in respect of faulty items.
Returns Paid By Buy Now, Pay Later Finance Options
For returns made by the buy now, payer later Finance Options, Afterpay, Zipmoney and Humm will notify you via email to confirm the refund has been processed and they will communicate the changes to your payment schedule. Please follow up any confirmed refunds with your finance provider.
It is the customer’s responsibility and cost to return the item back to Shiels Jewellers. Shiels cannot be held accountable for any items lost in the mail, original shipping/handling costs or additional costs incurred. However, If you believe an item you have received is faulty, please use our contact form to add photos to before returning the product.
Items found to be worn, scratched, altered (including resize), custom made or damaged will not be refunded and will be returned to the sender. We do not cover the loss of an item. If you believe you have received a faulty item please contact us immediately to rectify the situation before a loss occurs.
Refunds will be processed in the same tender used for the original purchase.
Shiels will provide a solution to any major or minor faults assessed. This solution is in the form of a repair, exchange or refund as per Australia Consumer Law.
For additional information or help with your refund or exchange please contact our friendly team via our contact us page.
Shiels In-store Refund Policy
We want our jewellery to delight our customers, and we stand by the quality of our products. If for any reason, you are dissatisfied with your purchase and we conclude the goods as faulty, we will happily exchange or refund the item/s. However, the original proof of purchase must be supplied.
We do not offer refunds for change of mind.
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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.