Refund policy

Changed your mind

If the Jewellery isn't right, email catchcoeur@gmail.com within 14 days of delivery and post it back within 30 days of delivery. Once the Jewellery arrives safely we'll refund you in full to your original payment method.

To be refunded for a change of mind, the piece needs to come back unworn and undamaged, with any tags and packaging it arrived in.

Pierced earrings

For hygiene reasons we can't accept change-of-mind returns on pierced earrings once the packaging has been opened. If they arrive faulty, that's a different matter — see below.

If something is wrong

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

If your piece arrives damaged, faulty, or simply isn't what you ordered, email catchcoeur@gmail.com with a photo and we'll sort it out. We cover return postage in those cases.

Exchanges

Because every doll and every piece is one of a kind, we can't promise a straight swap — the one you'd prefer may already have gone. The quickest route is to return the original for a refund and order the one you want.

Starting a return

Email catchcoeur@gmail.com with your order number and a line about what's happened. We'll reply with the return address and confirm the next steps before you post anything, so nothing goes astray.

When you'll see the money

Refunds are processed within 5 business days of the piece arriving back with us. Depending on your bank it can take a few days more to appear on your statement. Original shipping charges are not refunded on change-of-mind returns.

Bought at the market or from a stockist

Pieces bought at The Rocks Market carry the same Australian Consumer Law rights, but returns are handled where you bought them.

Get in touch

Catch Coeur
catchcoeur@gmail.com
+61 418 277 737