Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
At Esther Jane we we work hard to provide you with high quality products. If you are unhappy with an item simply
contact us and send an email with all key information regarding your order including your concerns. You will receive email correspondence shortly after with further advice and procedures.
Returns must be:
- Made within 15 days from date of purchase
- Unused and without alteration
- Products must be returned as received including all original packaging.
In order for returns to be received in the same state they were shipped out in, please ensure all products are packaged well. The packaging of returns will be at the buyers cost. Unless the item is faulty and or varies greatly beyond its listed description we generally don't refund monies for goods purchased. We can however offer you store credit. If you are unhappy with your purchase, please
contact us and list your concerns. We will respond to you as soon as possible with further advice. We will do our very best to keep our customers happy!
Please note: If you are not in receipt of either proof of purchase by means of order details or invoice and or the original packaging where applicable we are unable to accommodate a refund or store credit. Please understand our position in this matter. Esther Jane takes no responsibility for products that have been clearly damaged and are not defective, following purchase and receipt of goods.
Damages and faults
We ensure our high quality products leave our premises in the condition as specified in their listing. We take care in the packaging of our products prior to dispatch. We cannot take responsibility for any damages which may be caused by the shipping providers. It is your responsibility to request Registered Post for insurance of your item in order to eliminate any problems with the delivery process. This facility is NOT COVERED in our FREE SHIPPING Aust. wide offer. Small orders will be shipped as a letter in a cassette case and will not include tracking details. Please see further information in our Shipping section below.
We stand by our production process and the earrings quality and durability. Although the printing processes and materials are water resistant, we do not recommend bathing or swimming with them as this will reduce their lifespan. Should any purchases require repair due to a defect in materials or fabrication, it will be repaired free of charge. Depending on the circumstances the product may be repaired, replaced with the same product, or substituted with a product of comparable value.
In the case of a product substitution, Esther Jane is unable to guarantee that the exact same product or design can be provided due to the limited edition nature of our products or discontinued stocked items.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalised items), and if the earrings have been worn. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
