Politique de remboursement

30-day returns

You have 30 days from the day your order arrives to request a return, for any reason. The item needs to be unused, in the condition you received it, and in its original packaging.

How to start a return

Email silvellstore@gmail.com with your order number and, if the item is faulty, a photo. We'll reply within one business day with the return address and instructions. Please don't send anything back before you hear from us — we can't process a parcel we aren't expecting.

Who pays return postage

If the item is faulty, damaged in transit, or not what you ordered, we cover the return postage and you get a full refund or a replacement, whichever you prefer. If you've simply changed your mind, the return postage is yours to cover.

Refunds

Once your return reaches us and passes a quick check, we refund to your original payment method within 5 business days. Your bank may take a few days more to show it. Original shipping, where it was paid, is not refunded on change-of-mind returns.

Items we can't accept back

Pierced jewellery that has been worn, and any item damaged after delivery through misuse. This does not limit your rights under the Australian Consumer Law.

Your rights under Australian Consumer Law

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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

Made-to-order and personalised items

Some Silvell pieces are engraved or made to your specification — the Custom Pet Portrait Necklace, for example. Because a piece engraved with your pet and their name cannot be sold to anyone else, the 30-day change-of-mind return above does not apply once production has started.

You are not locked in before that point. We email you a mock-up of the engraving first, and until you approve it you can change any detail or cancel for a full refund. Production only begins after your approval.

This does not reduce your rights under the Australian Consumer Law. If a personalised item arrives faulty or damaged, is not as described, or does not match the mock-up you approved, email silvellstore@gmail.com with your order number and a photo and we will remake it or refund you.