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Refund Policy

At Anchored Soul Co., every piece is prepared with care, and we genuinely want you to love what you receive. We value our customers and will always do our best to provide a fair and helpful solution if something isn’t right.

 

Please read our returns policy below before making your purchase.

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Change of Mind Returns

We accept change-of-mind returns on eligible items within 30 days of receiving your order, provided the item:

  • is unworn and unused;

  • is in its original condition;

  • shows no signs of wear, damage, perfume, cosmetics or other marks; and

  • is returned in its original packaging where possible.

 

Return postage for change-of-mind returns is the responsibility of the customer.

 

Once your return has been received and approved, we will refund the purchase price of the eligible returned item. Original shipping charges are not refundable for change-of-mind returns.

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Custom & Personalised Jewellery

Because many Anchored Soul Co. pieces are created or assembled specifically for you, customised and personalised pieces cannot be returned for change of mind.

 

This includes items that have been specially made or altered according to your selections, such as:

  • personalised or initial jewellery;

  • custom charm combinations;

  • specially requested charm changes;

  • custom chain lengths or modifications; and

  • other pieces made or altered specifically at your request.

 

Please take care when selecting your charms, chain style, length and other custom options before placing your order.

 

This does not affect your rights under the Australian Consumer Law if an item is faulty, damaged or not as described.

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Final Sale & Clearance Items​

Items clearly marked Final Sale cannot be returned, exchanged or refunded for change of mind.

 

We recommend checking the product description, measurements and details carefully before purchasing a final sale item.

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Final sale items are still covered by your rights under the Australian Consumer Law if they are faulty or do not meet applicable consumer guarantees.

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Do You Offer Exchanges?​

At this stage, we do not offer direct exchanges.

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If your item is eligible for a change-of-mind return, you are welcome to return it for a refund and place a new order for the piece you would prefer.

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Faulty, Damaged or Incorrect Items​

We take great care when preparing and packing every Anchored Soul Co. order.

If you believe your jewellery has arrived faulty, damaged, defective or different from what you ordered, please contact us as soon as possible at caroline@anchoredsoulco.com.au.

 

Please include:

  • your name;

  • your order number;

  • a brief description of the issue; and

  • clear photographs showing the item and the problem.

 

We will assess the item and work with you to provide an appropriate solution.

 

Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Depending on the circumstances, you may be entitled to a repair, replacement or refund.

 

If an item is confirmed to be faulty, we will also reimburse reasonable return postage costs where required under Australian Consumer Law.

 

Normal wear and tear, accidental damage, improper care, misuse or damage caused after receiving the jewellery is not considered a manufacturing fault.

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How Do I Return an Item?​

Before sending a return, please contact us at caroline@anchoredsoulco.com.au with your name, order number and reason for returning the item.

 

Once your return has been approved, we will provide you with return instructions.

Please send approved returns to:

ANCHORED SOUL CO. RETURNS
P.O. Box 1023
Torquay, Victoria, Australia 3228

 

We strongly recommend using a tracked postal service, as Anchored Soul Co. cannot be responsible for return parcels that are lost in transit.

 

Please package your jewellery securely. Items that are damaged due to inadequate return packaging may not qualify for a change-of-mind refund.

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Return Postage

For change-of-mind returns, return postage is paid by the customer.

 

If an item is confirmed to be faulty, damaged or incorrect, Anchored Soul Co. will cover or reimburse reasonable return postage costs where required.

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Refund Processing

Once we receive your return, we will inspect the item and let you know whether your return has been approved.

 

Approved refunds will be processed back to your original payment method.

 

Please allow additional time for your bank or payment provider to process the refund after it has been issued.

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International Returns

Customers outside Australia are welcome to contact us regarding an eligible return.

 

For change-of-mind returns, international return postage, customs charges and associated costs are the responsibility of the customer.

 

Please contact us before sending your item so we can provide the correct return instructions.

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Items That Cannot Be Returned for Change of Mind

The following items are not eligible for change-of-mind returns:

  • Gift cards or vouchers;

  • Final Sale and clearance items;

  • Personalised jewellery;

  • Custom-made jewellery;

  • Custom charm combinations or specially modified pieces; and

  • Items that have been worn, used or damaged after delivery.

 

These exclusions do not limit any rights you may have under the Australian Consumer Law where an item is faulty, damaged, unsafe or not as described.

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Shipping & Customisation Fees

Original delivery charges are non-refundable for change-of-mind returns.

 

Any fees paid for customisation, personalisation, charm changes, chain alterations or other specifically requested modifications are also non-refundable for change of mind.

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A Note About Handmade & Jewellery Pieces

Some Anchored Soul Co. pieces may have subtle variations due to their materials, finishes or the way they are assembled. Small variations in colour, texture, positioning or finish that are part of the nature of the product are not necessarily considered faults.

 

We encourage you to read each product description carefully and contact us if you have any questions before ordering.

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Need Help?

We want you to feel confident ordering from Anchored Soul Co.

 

If you have any questions about an order, a return or one of our jewellery pieces, please contact us at:

caroline@anchoredsoulco.com.au

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We’ll always do our best to help. 🤍

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