Refunds and exchange policy

IMPORTANT — Custom, bespoke & personalised orders

Please note that our return, exchange, and refund policy does NOT apply to:

  • Custom-made or bespoke jewellery

  • Engagement and bespoke design commissions

  • Resized rings (whether resized at purchase or later)

  • Engraved items of any kind

These items are specifically crafted for you based on your design and/or personalisation, and cannot be returned or refunded.

Cancellations (custom and bespoke jewellery)

If you choose to cancel a custom or bespoke order after paying a deposit, your deposit is non-refundable. This is because we begin sourcing diamonds, gemstones, and precious metals specifically for your piece, and allocate time and labour toward your design and production process.

Ready-to-Wear Items (Online & In-Store)

Returns

If you receive an item you wish to return, please contact us within 10 working days of receipt and tell us the reason for return. To be eligible, items must be:

  • Unused, unworn, and in the same condition as received

  • Returned in original packaging, with tags intact

Damaged, altered, or soiled items will not be accepted. You are responsible for the cost of return postage.

Exchanges

If you wish to exchange an item for another size or style please contact us within 10 working days on info@jubileejewellers.co.nz with the size or style you'd like to exchange for.

All items must be returned in original condition with all packaging intact, be unworn, unused, and unaltered. Damaged, soiled, or altered items will not be accepted and will be returned to the customer.

All exchanges are based on stock availability, and any difference in price will be payable (or refundable) before the item is dispatched.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.

Postage costs, taxes, duties and any other charges are non-refundable.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Contact us

Your happiness is important to us, so we will work with you to try to make it right.