Refund policy
We want you to be happy with your Lord Coconut jewellery. Please contact us within 14 days of receiving your order if you would like to request a return or exchange.
Before returning an item, please contact Lord Coconut through our Contact Us page. Items returned without prior approval may not be accepted.
Change-of-mind returns
Eligible, non-customised items may be returned for a change of mind when:
- you contact us within 14 days of receiving the item;
- the return is approved before it is posted;
- the item is unworn, unused and in its original condition;
- the item is returned in its original packaging; and
- proof of purchase is provided.
A flat return fee of $15 AUD applies to eligible change-of-mind returns. This fee will be deducted from the approved refund.
Customers are responsible for the safe delivery of change-of-mind returns. We recommend using the return instructions provided by Lord Coconut and a tracked postal service, as Lord Coconut is not responsible for items lost or damaged while being returned.
Original postage and delivery charges are not refundable for an approved change-of-mind return.
The $15 AUD return fee does not apply to items confirmed to be faulty, damaged or incorrectly supplied.
Items that cannot be returned for change of mind
Change-of-mind returns and exchanges are not available for:
- custom-made or specially commissioned jewellery;
- personalised or engraved items;
- fingerprint jewellery;
- made-to-size, resized or altered rings;
- items made or modified specifically for the customer;
- earrings, for hygiene reasons;
- gift cards; or
- items marked as final sale or non-returnable before purchase.
Most Lord Coconut jewellery is handmade or made to order. Slight variations in texture, finish, colour and form are part of the handmade nature of the jewellery and are not necessarily faults.
Ring sizing
Customers are responsible for selecting the correct ring size when placing an order. Rings made, resized or altered to a customer’s requested size cannot be returned for change of mind.
Please contact us if you need help confirming your ring size before ordering. Some rings may be resized after purchase for an additional charge, depending on their design and materials.
Faulty, damaged or incorrectly supplied items
Please contact us as soon as possible if an item arrives damaged, is faulty, is not as described or is different from the item ordered. Please include your order number, a description of the issue and clear photographs where appropriate.
Where an item does not meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or another remedy depending on the circumstances.
If an item is confirmed to be faulty, damaged or incorrectly supplied, the $15 AUD return fee will not apply. Lord Coconut will reimburse reasonable return postage costs where required under the Australian Consumer Law.
Refunds
We will let you know when an approved return has been received and inspected.
If a refund is approved, it will be issued to the original payment method, less the $15 AUD return fee where it applies to an eligible change-of-mind return.
The time taken for the refund to appear in your account may depend on your bank or payment provider.
Exchanges
Approved exchanges are subject to product availability. Because many Lord Coconut pieces are handmade or made to order, a replacement item may need to be made and may not be available immediately.
A flat return fee of $15 AUD applies to an eligible change-of-mind exchange. The customer is also responsible for any difference in price and any applicable delivery charge for the replacement item.
The $15 AUD return fee does not apply where an item is confirmed to be faulty, damaged or incorrectly supplied.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
Contact us
To request a return, exchange or remedy, please contact Lord Coconut through our Contact Us page before posting the item.