RETURNS + POLICIES
RETURNS FOR JEWELLERY
Ordering online doesn't always go as planned, so we are happy to offer store credit for returned jewellery items. Our store credit vouchers last for 3 years.
This return policy strictly excludes earrings following hygiene regulations, made-to-order / homewares items and sale items.
Requests for a store credit must be made within 7 days of receiving your order.
Please do not hesitate to reach out with any questions before purchasing - we're here to help!
HOMEWARES AND ARTWORKS
As our homewares and artworks are custom made-to-order, all orders are final and unable to be changed or returned once placed. Please do not hesitate to reach out with any questions prior to placing an order.
ORDER CANCELLATION
Please be aware that orders are unable to be cancelled or changed once they have been placed.
BEGIN A JEWELLERY RETURN
Please send us a message via our CONTACT page stating your original order number, the item you wish to return, and your reason for return. From here we will then provide you further return instructions.
Returned items must be in their original, brand new and unused condition, including all original packaging.
Customers are responsible for return shipping costs. We highly recommend insuring your package and obtaining a tracking number, as Casper Land is not responsible for packages lost in transit back to our studio.
Once we have received your parcel and inspected the returned item/s, your store credit voucher will promptly be issued via email!
Casper Land reserves the right to deny a return that does not meet our returns policy. In the event that a return is received at our studio, which, upon inspection, does not meet our return requirements, we will send back the item to the customer at the customer's expense.
NON-CONFORMING PRODUCTS
Rest assured that we quality check each individual item before packing and sending your orders, however if you believe you have received an item with a manufacturing fault, please send us a message via our CONTACT page so that we can arrange a return via post.
If the item is deemed to have a manufacturing fault, a repair, replacement or refund will be issued promptly.
Return shipping costs of items deemed to have manufacturing faults will be covered by Casper Land.
Please consider and follow the recommended care instructions provided with each order, for all Casper Land items.
Items deemed damaged due to general wear and tear or customer mistreatment will not be considered for a return.
General wear and tear includes: tarnished, faded or scratched gold and silver plated items, snapped chains or clasps from rough use, scratched or chipped stones, rings bent out of original shape, lost charms or lost earring backs, earring stems being broken off due to over bending.
MISSING, STOLEN OR UNCOLLECTED PACKAGES
We are unable to refund or replace stolen packages or un-retrieved packages that have been confirmed as delivered. Please ensure your delivery address is correct and secure.
We are not responsible for items not received due to an incorrect or an incomplete shipping address, or items not collected from your local post office after attempted delivery. Items marked undeliverable due to an incorrect shipping address or uncollected from your local post office will be reissued if and when they are received back at our studio by Australia Post, and will incur a reshipment fee. Orders returned to us by Australia Post due to being undelivered or uncollected from your local post office will not be refunded.
REPAIRS
Some damages that happen during the course of normal wear are able to be fixed so that you can continue loving your piece for more years to come. Please reach out via email so we can assess your much loved item.