Returns & Exchanges

CANCELLATIONS
For all order cancellations please email us within 1 hour of your order, after this time frame we cannot accept any cancellation due to your order already being created and possibly dispatched.

Please use the Contact Us page to get in touch. 

 

RETURNS
You must notify Dear Henley within 7 days of accepting delivery of the product and arrange return of the product within 7 days after such notification.

You must notify Dear Henley by email at hello@dearhenley.com.au and supply your order number. If you cannot supply your order number, please supply a copy of your bank statement as 'proof of purchase'. 

No exchanges or returns are accepted on sale items.

For hygienic reasons, we do not accept exchange or returns on earrings.

The cost of return shipping is at the customer's expense. We do not refund or add credit for the cost of return postage.

Unfortunately, we cannot accept responsibility for items that are lost or damaged by your chosen return shipment method. It is recommended that you keep a copy of your shipment tracking information should you be required to follow up.

Returned items must be unworn and in the same condition as you received them and secured in the original Dear Henley packaging. Items that have been worn or damaged cannot be returned.

If your order qualifies for a refund, our customer care team will then authorise your return and advise how to proceed.

 

FAULTY ITEM/S
All Dear Henley items are meticulously check and packed. However, if you unfortunately receive a faulty or damaged product, Dear Henley will gladly repair, exchange or refund the original piece in accordance with the following process:

- You must notify Dear Henley by email at hello@dearhenley.com.au within 3 days of accepting delivery of the product and supply your order number and photo evidence. If you cannot supply your order number, please supply a copy of your bank statement as 'proof of purchase'. If you cannot supply photo evidence we will be unable to provide assistance. 

- Dear Henley will then advise whether we:
- require you to ship your item/s back at our cost for repair, or
- request you dispose of the item and we ship a replacement at no cost to yourself, or
- request you dispose of the item and we issue you a refund if we are unable to replace the faulty item. 

 

Refunds can only be credited back to the paypal/credit card that was used to make the original purchase. The refund will be processed as soon as the items have been received by Dear Henley, however, please allow up to 14 days from the day you return the product for your account to be credited.

 

Please note that all of our jewellery is crafted using quality metals, pearls and gemstones which can result in the jewellery that you receive differing slightly in colour to the jewellery is featured on our website. We will not accept returns or exchanges due to natural marks and inclusions within our jewellery. Oxidation and colour fading is a natural occurrence of plated jewellery and is not considered a fault. 


Dear Henley is dedicated to customer service and ensuring a high level satisfaction, if you have any questions regarding our return and exchanges policy, please feel free to contact us directly via hello@dearhenley.com.au