We ship worldwide, and accept AfterPay within Australia We ship worldwide, and accept AfterPay within Australia

Faults & repairs

Please contact us at beyondthewillowtree@outlook.com within 7 days of receiving your jewellery, with all relevant photo's & a description on what is at fault. In 9 years of experience, faults are 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.

    If it is found to be something which is at fault by us, we will likely require for you to post your item back to for a full inspection & repair within 2 weeks of contacting us.

    Instructions for repairs

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

    If your piece 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; 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.

    If you are sending from overseas; 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).

    You can find more information HERE regarding sending via First-Class Package International Service™.

    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.

    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.

    Any item which is to be at fault of the customer (accidental damage); We agree to take a look for you and help find a solution to repair this at the customers expense. 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.

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

      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!