Refund policy

Quick read

Change-of-mind returns are welcome on eligible non-custom items if you contact us within 7 days of receiving your order and the piece is still unworn, unused, in its original packaging, and accompanied by proof of purchase.

A 20% restocking fee applies to approved change-of-mind returns, and the customer covers return shipping.

Engraved, personalised, made-to-order, or otherwise customised jewellery is final sale and cannot be returned for change of mind unless the piece is faulty.

Ring size exchanges are handled separately. Eligible rings may qualify for our Free 30 Day Ring Size Exchange, even if the ring was ordered in the wrong size.

Faulty items are always covered under Australian Consumer Law and the consumer laws of your own country.

Return and Refund Policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, in its original packaging, and accompanied by proof of purchase.

To start a return, you can contact us at support@sailorsandseekers.com or use the self-service return portal where available.

Items sent back to us without first requesting a return will not be accepted.

Change-of-mind returns

Change-of-mind returns are accepted on eligible non-custom items if you contact us within 7 days of receiving your order.

A 20% restocking fee applies to approved change-of-mind returns. The customer is responsible for return shipping costs unless otherwise agreed or required by law.

Damages and issues

Please inspect your order when it arrives and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.

Faulty items are always handled in line with Australian Consumer Law and any applicable consumer laws in your country.

Exceptions and non-returnable items

Certain types of items cannot be returned for change of mind, including custom products, special orders, engraved items, personalised items, made-to-order jewellery, sale items, and gift cards.

Engraved, personalised, made-to-order, or otherwise customised pieces are final sale and may only be returned if they arrive faulty or are otherwise covered by applicable consumer law.

Please get in touch if you have questions or concerns about your specific item.

Ring size exchanges

Ring size exchanges are handled separately from normal change-of-mind returns.

Eligible rings may qualify for our Free 30 Day Ring Size Exchange. If your ring arrives and the size is not quite right, contact us within 30 days of receiving your order.

We do not charge an exchange fee for eligible ring size exchanges, and we will cover the postage cost of sending the replacement size back to you.

The customer is responsible for the cost of sending the original piece back to us.

To be eligible for a size exchange, the ring must be returned in clean, unworn, and resaleable condition. Small try-on handling is fine, but the piece must not be damaged, altered, heavily worn, or returned in a condition that prevents resale.

Custom, heavily personalised, damaged, altered, or worn pieces may not be eligible for a size exchange.

Please contact us before sending anything back so we can confirm the exchange details and replacement size.

Approved ring size exchanges can be sent to:

Sailors & Seekers
PO Box 345
Gisborne, Victoria

General exchanges

For general product exchanges, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, place a separate order for the new item.

Ring size exchanges are handled separately under our Free 30 Day Ring Size Exchange.

Australia and New Zealand

Returns are accepted for faulty items in line with applicable consumer law. Change-of-mind returns are allowed on eligible non-custom items if requested within 7 days of receiving your order. Return shipping is not covered for change-of-mind returns, and a 20% restocking fee applies.

United States and Canada

Returns must be requested within 30 days. The customer covers return shipping unless the product is defective, damaged, or incorrect.

United Kingdom

Returns are accepted within 14 days, in line with consumer protection laws for online purchases.

France and Singapore

Returns are accepted within 7 days. The customer is responsible for return shipping unless the product is faulty, damaged, or incorrect.

European Union 14-day cooling-off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification.

As above, your item must be in the same condition that you received it, unworn or unused, in its original packaging, and accompanied by proof of purchase.

This does not apply to custom, personalised, or made-to-order items where an exception is allowed under applicable law, unless the item is faulty.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved.

If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we approved your return, please contact us at support@sailorsandseekers.com.

Method and fees

Returns must be sent by mail. Return shipping is the customer’s responsibility unless otherwise agreed or required by law.

A 20% restocking fee applies to approved change-of-mind returns.

Items sent without prior approval will not be accepted.

To start a return or exchange, use the self-service return portal where available, or contact us at support@sailorsandseekers.com.