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Frequently Asked Questions

What kind of guarantee does AvaEmbellish offer their customers if their item breaks?

Purchasing online can sometimes be scary. To ensure our customers feel safe and comfortable we offer all of our customers a 30 day warranty from date of purchase. Simply notify us of your warranty concern at info@avaembellish.com we will request that you send back the item and will ask you to choose one of the following solutions:

Option 1:  Replace your faulty item with a new item of the same style that you purchased

Option 2: Issue a store credit

Option 3: Provide you with a full refund

If you encounter and issue after the 30 days we still encourage you to contact us. The solution procedure will be to the discretion of AvaEmbellish.

This warranty does not cover "Wear and Tear" it is to our discretion whether replacement or compensation will be provided in this instance. 

 

What if I change my mind?

We understand there may be times when you might change your mind. We will gladly accept returned items provided all of the following conditions have been met:

1. Item must be returned within 10 days from date of purchase

2. The item must be returned in the exact same condition that it was received. This means no damage to the item, the jewellery card or the protective plastic packaging that the jewellery comes in.

3. The Quality Assurance tamper seal must not be broken

If all the above conditions have been met AvaEmbellish will accept your return and will proceed with issuing you a store credit or full refund for your returned item.

For hygiene purposes AvaEmbellish reserve the right to not accept returned items that have been opened if you change your mind. Please ensure you are still happy with your purchase before opening the item.

 

What if I have opened my item and am not happy with the quality of the product?

AvaEmbellish checks the quality of their stock in accordance with Australian Standards before it is ready for sale. We understand that sometimes the quality of the product may not meet your expectations. If this occurs please contact us immediately at info@avaembellish.com we will gladly discuss your concerns and provide you with a store credit or full refund.

 

Do you refund or exchange sales items?

Only regular priced items may be refunded or exchanged, unfortunately sale items cannot be refunded or exchanged. However, we always encourage our customers to email info@avaembellish.com and inform us of any concerns regarding sales items. It is to our discretion whether a replacement or compensation will be offered.

 

I opened my item and noticed it was faulty. Can I still exchange it?

Absolutely! We do our very best to ensure all our items are of the highest quality. Prior to selling our items we check them for faults or issues and ensure they are compliant with Australian Standards. Given the high amounts of stock we receive there may be times where faulty items sneak through the Quality Assurance process. This is unacceptable and we try to ensure that nothing but the best reaches our customers. However, in those circumstances we strongly encourage our customers to notify us immediately at info@avaembellish.com we will request that you send back the item and will ask you to choose one of the following solutions:

Option 1: Replace your faulty item with a new item of the same style that you purchased

Option 2: Issue a store credit

Option 3: Provide you with a full refund

 

    Where can I find more information about AvaEmbellish's promotions?

    If you want to know more information about the current promotions we are running please visit our Promotions page. This is located at the bottom of our website.

     

    Do I have to pay for postage when I am returning an item to AvaEmbellish?

    Definitely not. AvaEmbellish will provide you with instructions on how to return the item to us. Usually we will email you a prepaid return shipping label that you stick onto your return parcel then you simply drop it into your nearest post office or post box.

    When will I receive my replacement item?

    Unless we have indicated otherwise, we will usually ship your replacement item once we have received your returned item.

     

    Why haven't I received my refund?

    We do our very best to process a refund as quickly as possible. As soon as we complete a refund you will receive notification immediately.

    If you haven’t received a refund yet, first check your bank account again.

    Then contact your credit card company, it may take some time before your refund is officially posted.

    Next contact your bank. There is often some processing time before a refund is posted.

     

    What do I do if someone bought me a gift and I am not happy with it?

    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you via your preferred method (post or email). 

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund or store credit to the gift giver and they will be notified or about your return.

     

    Will shipping be included in my refund?

    Not all refunds will include a refund on shipping. The circumstances surrounding the reason for a refund will determine whether shipping with be refunded. The following instances are used as a guide only:

    Shipping Refunded:

    If customer has requested a full refund for their entire order and all items have been returned to AvaEmbellish with no issues.

      No Shipping Refund:

      If customer has requested a partial refund of their order. For example, the customer purchased 5 items and only 1 item was refunded.

      The reason we do not refund shipping on partial refunds is due the fact that had the refunded item not been purchased in the original order the customer would still have to pay the same shipping price.

      Ultimately it is to the discretion of AvaEmbellish whether shipping will be refunded. If you feel our decision is unjust please contact us at info@avaembellish.com to discuss your situation.