General Faults & repairs information;
Please contact us at beyondthewillowtree@outlook.com within 7 days of receiving your jewellery, with all relevant photo's & a description of what is at fault.

Faults after 7 days of receiving your jewellery can happen, however, we may take wear & tear into consideration after 14 days. We are very experienced in recognising faults Vs accidental damage and always aim to work with you to give you the most honest service we can.
In 9 years of experience, faults & accidental damage are rare & usually minor & straightforward for us to manage, so please know that we will do everything to assist you with the least amount of stress possible.

We will likely require for you to post your item back to for a full inspection.

You must send your item back to us securely within 14 days of reporting the fault or repair, preferably in the original packaging or bubble wrap. Please write 'URGENT REPAIR' on the outside of your package.

Any item which is to be at fault of the customer (accidental damage);
We will take a look for you and help find a solution to repair this at the customers expense, starting from $20aud. This includes, and not limited to, replacing clear protective layers, re-tightening stones, repairing bent shanks and other precious jewellery parts, and removing stains on your stone. We all have accidents at time, so please don't hesitate to reach out if this is the case.

Instructions 

Email us at beyondthewillowtree@outlook.com with your photos and concerns

We will discuss the next steps via email & If your jewellery requires repair, we will forward on the best postal address for your returned item.

Take a photo of your tracking number and receipt, and email us a copy of this so we can refund you the agreed amount paid (as per guided below), via your original order.

If sending from within Australia;
For a fault of our own - We will cover the cost of this postage option (typically around $11). For any upgraded postage costs such as insurance, we will cover only the express tracked amount & the outstanding amount for insurance will be at the customers cost.

For fault or accident by the wearer - You will be responsible for postage costs. 

If you are sending from overseas; 
Foar a fault of our own - Please send your package via regular post with tracking. If you wish to upgrade your package to express or insured, please note that this extra cost will be up to the customer, as we agree to cover up to $21 (which is around $26.52AUD)

If in the US, this is First-Class Package International Service™ which costs $18.25USD (with tracking).

Please send your package back to us in its original jewellery box to prevent damage through the post. If you do not have this anymore, please send in layered bubble wrap and pop into another secure small bag or box.

For fault or accident by the wearer - You will be responsible for postage costs. 

Once your package is received by us;
We will add your name to our arrived list (possibly directly into creating) and aim to have your jewellery checked and repaired within 2 weeks of receiving. Once repaired, we will package and send via the chosen postage method as your original order. Please keep an eye out for an email from us containing your postage notification & tracking.

Repairs may be subject to fees and postage and is discussed case by case via email prior.

We aim to ensure all jewellery is inspected prior to packaging to rule out any possible faults.

We are always happy to work with you and give you the best experience possible!