Refund policy

REFUND & EXCHANGE POLICY

At Deja vu Jewellery, every piece is carefully selected and quality-checked before being sent to you. We want you to feel confident in your purchase, and we stand behind everything we sell.

Our Promise to You

30-Day Quality Guarantee — If your item arrives damaged, defective, or is not what you ordered, we will make it right with a replacement or full refund. This guarantee applies to every item we sell.

Size Exchange for Australian Customers — Ordered the wrong size? Australian customers may request a size exchange within 3 days of delivery (a small reshipping fee applies).

Pre-Purchase Support — Not sure about a piece? Email us at dejavujewellery@hotmail.com before you buy — we are always happy to help with sizing, materials, or styling questions.

Please Note

As each piece is carefully curated, we are unable to offer returns or refunds for change of mind or change in personal circumstances. We kindly ask that you review product details carefully, or reach out with any questions, before placing your order.

1. What We Cover and What We Don't

We will accept a return or exchange if:

  • Your item arrives damaged or defective
  • You received the wrong item
  • You are an Australian customer requesting a size exchange (see Section 3)
  • You are a European Union customer exercising your 14-day cooling-off right (see Section 7)

We do not accept returns, refunds, or exchanges for:

  • Change of mind or change in personal circumstances
  • Earrings (for health and hygiene reasons; ear cuffs are exempt — quality issues are still covered under Section 2)
  • Gift cards

Custom or personalised orders are subject to special conditions — please contact us before ordering.

2. 30-Day Quality Guarantee

We stand behind the quality of every product we sell. If your item arrives damaged, defective, or is not the item you ordered, please contact us at dejavujewellery@hotmail.com within 30 days of receiving your order, with the following:

  • Your order number
  • Clear photos of the item showing the issue
  • Photos of the original packaging

All quality claims are subject to assessment by Deja vu Jewellery. If your claim is approved, we will offer either a replacement or a full refund, at our discretion. Claims submitted after 30 days, or without supporting photos, cannot be accepted.

This guarantee applies to all items we sell, regardless of price or promotion.

3. Size Exchanges (Australian Orders Only)

If you have ordered the wrong size, you may request a size exchange under the following conditions:

  • The request must be made within 3 days of receiving your order
  • This service is available for orders shipped within Australia only
  • The item must be unworn, in its original condition, with all tags attached and in its original packaging
  • The customer is responsible for the return shipping cost
  • An additional A$9 reshipping fee applies for sending the replacement item
  • Exchanges are subject to stock availability

To request a size exchange, email dejavujewellery@hotmail.com with your order number and the size you would like to exchange to. We will confirm availability and provide return instructions before you send the item back.

Size exchanges are not available for orders shipped outside Australia.

4. International Orders

For all orders shipped outside Australia (excluding the European Union — see Section 7), we are unable to offer size exchanges or returns for change of mind. However, our 30-Day Quality Guarantee (Section 2) applies to all international orders — if your item arrives damaged, defective, or is not what you ordered, we will make it right.

We warmly encourage international customers to review product details carefully and contact us with any questions before purchasing.

5. Condition of Returned Items

All approved returns and exchanges must be:

  • Unworn and unused
  • With all original tags attached
  • In the original packaging, undamaged
  • Accompanied by proof of purchase

Items that do not meet these conditions will be returned to the sender at the sender's expense, and no refund or exchange will be issued.

6. How to Request a Return or Exchange

Please do not send any item back without prior approval. Items returned without written confirmation from us will not be accepted and cannot be refunded or exchanged.

To request a return or exchange:

  1. Email dejavujewellery@hotmail.com with your order number, the reason for your request, and supporting photos (for quality claims).
  2. We will review your request and respond within 3 business days.
  3. If your request is approved, we will send written confirmation along with return instructions.
  4. Please ship the item back using a trackable shipping method, and provide us with the tracking number.

7. European Union Customers — 14-Day Cooling-Off Period

Customers whose orders are shipped into the European Union have the right to cancel or return their order within 14 days of receipt, for any reason, under applicable EU consumer law. This right applies regardless of the change-of-mind exclusion stated above.

To exercise this right, the item must be unworn, in its original condition, with all tags attached, and accompanied by proof of purchase. Return shipping costs under this cooling-off period are the responsibility of the customer.

This section applies only to orders shipped to the European Union. It does not apply to orders shipped to Australia, the United Kingdom, the United States, or any other region.

8. Refund Processing

Once we receive and inspect your returned item, we will notify you whether the refund or exchange has been approved.

  • If a refund is approved, it will be issued to the original payment method within 10 business days.
  • Please allow additional time for your bank or card provider to process and post the refund on their end.
  • If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at dejavujewellery@hotmail.com.

Original shipping charges are non-refundable, except where the return is due to our error.

9. Questions

If you have any questions about this policy, or about a product before purchasing, please contact us at dejavujewellery@hotmail.com. We are always happy to help.