Refund policy

Beyond The Willow Tree is a personalised service which requires for you to

1. Place your order

2. Send in your inclusions to our postal address within 6 weeks to us (unless otherwise stated on our website or personally)

3. Once your package arrives to us, it will take 3 - 12 weeks to have your jewellery created (exact time frames are published on our website)

4. We will then post your finished personalised handmade piece to you.

The responsibility to send inclusion materials for us to be able to fulfill our part of this service is with the customer. We are a small business and as such, we pay for an ongoing list of resources and fees per order. It is extremely important for us to finalise an order at the fastest time possible.

General refunds & store credit

When placing an order please ensure you have read our website thoroughly and you understand our process and any relevant information which could apply to your order.

We have a no refunds policy.
Store credit will be given only in special circumstances, and will be issued instead of a refund.
For orders older than 3 months, and up to 12 months, we will check your original jewellery is available, or in our studio. If it is, we can proceed with your order, however If it is not, we will then give you a store credit to use within 30 days, minus a $50 admin fee.

Orders where a customer has not sent their inclusions to us within 12 months, these will be automatically cancelled with no refund or store credit given. The order will be ruled as failure to supply due to something beyond our own control. We will issue a 10% discount on a new order if requesting to place another order.


We absolutely understand that life events like illness can happen, however, the responsibility to send these materials is entirely with the customer. 
We are a small business who works with products materials of high costs, and with this we pay for an ongoing list of resources and fees. It is extremely important for us to finalise an order at the fastest time possible.
Our team begins the process of purchasing materials and paying our jeweller to begin working on your jewellery setting within 12-24hrs of placing your purchase, so a full refund is non negotiable, sorry. 


We do not offer refunds on completed handcrafted jewellery. If you are unhappy with the final look, please email us at beyondthewillowtree@outlook.com within 7 days of receiving your order, along with any supporting photos, and we are more than happy to discuss this with you.



Holiday refunds

Any orders placed during our annual holiday periods will not be refunded as per refund guidelines above. We will ensure all notice of our annual holiday time periods are published on our website and all social media with notice so you can choose to wait for our arrival back into the studio or go ahead with your order.

 

Repairs & faults

Repairs are honoured when an item clearly has unusual faults beyond the normal handmade expectation.
Each repair will be judged case to case. Please note that each item is handmade and small imperfections such as some small air bubbles under the surface and similar can be perfectly normal. 

Repairs & faults are financially covered by us if 

There is a clear manufacturers issue such as a stone containing your materials dislodging.

An item clearly has unusual faults beyond the normal expectation.

There's proven fault in the cast metal of the jewellery setting itself. This will be determined by an expert Master jeweller after sending your jewellery back to us.

There is a proven fault in the inclusion stone. This excludes wear and tear & damage to the protective layer of the stone.

We will cover postage costs in the above circumstances.

Repairs & faults are not financially covered by us if 

A postal company (such as Australia Post) has lost your item after it has left our possession.

Your item has some air bubbles within the inside of the item.

You don't like the flecks/shimmers/design you chose, or don't like the appearance of the natural inclusion stone.

There is water, sun, or chemical damage - We are very experienced in identifying different types of accidental damage.

There has been damage done via post - We package all of our items very securely. In this very unlikely event, this is an issue we will need to work together on with the handling postal system.

Gemstones are not covered after 12 months as it is up to the customer to then have claws checked once every 12 months.

It has been determined by us that damage has been caused unintentionally by the customer. We are understand accidents happen and will always strive to do our best and work with you.

It is beyond the expected wear and tear. 

We will not cover postage costs in the above circumstances.

 

Returning a repair upon our request

You must send your item back to us securely within 30 days of reporting the fault, preferably in the original packaging or bubble wrap. Please write 'URGENT REPAIR' on the outside of your package.

A copy of your receipt and tracking number is to be sent to us via email. Do not send untracked packages back to us.

You must package your jewellery to avoid damage. If your item has been broken due to insufficient packaging upon returning your jewellery to us, this may incur a partial or full fee.

Postage costs covered by us will be determined case by case, and determined by fault.

Postage cost covered within Australia - Express tracked postage up to $13.50AUD

Postage cost covered outside of Australia - Tracked postage up to $30AUD

 

Beyond The Willow Tree does not take responsibility for other business and services such as Australia Post or courier companies. We highly suggest insuring any package containing jewellery.