Terms & Conditions of Service
Returns, Exchanges and Australian Consumer Law
At Atelier Paulin, we offer a voluntary 30-day change-of-mind return or exchange policy for eligible non-personalised jewellery, in addition to rights available under the Australian Consumer Law.
30 Day Change of Mind Returns (Non Personalised Items)
You may request a return or exchange within 30 days of receiving your order for non-personalised jewellery, provided the item:
- is unworn and unused
- is returned in its original condition
- is returned with original packaging
- shows no signs of wear, damage, alteration or misuse
- is accompanied by proof of purchase
Once your return request is approved, we will provide a prepaid return label at no cost to you for eligible change-of-mind returns within this policy.
Returned items are assessed upon receipt. Refunds or exchanges are generally processed within 4 weeks after we receive and inspect the returned item.
We may decline a return or exchange under this voluntary policy if the returned product does not meet these eligibility conditions, including where an item has been worn, damaged or altered after delivery.
Personalised and Made to Order Jewellery
Because personalised pieces are made specifically to your instructions, we do not offer change-of-mind returns or exchanges for personalised or made-to-order jewellery, including where incorrect personalisation details were provided at checkout.
If a personalised piece requires fit adjustment, including the addition of an adjustment ring where appropriate, our client care team may be able to assist.
Australian Consumer Law
Nothing in these Terms excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a repair, replacement or refund where a product fails to meet consumer guarantees, including where goods are not of acceptable quality, are not fit for purpose, or do not match their description. In the case of a major failure, you may be entitled to choose a refund or replacement.
This applies to personalised products as well.
Return Shipping
Return shipping is complimentary for approved returns made under our voluntary 30-day change-of-mind policy.
Where you are entitled to a remedy under the Australian Consumer Law, your statutory rights apply independently of this voluntary returns policy.
Shipping Policy
Each piece is handcrafted with care at our Parisian workshop, and production times vary depending on the nature of your order. The following timeframes are estimates only and commence once your order is confirmed.
Estimated Order Delivery within Australia
Approximately 3 weeks overall, from the order date to delivery.
Once ready at our NSW warehouse, tracking details will be provided once your order has been dispatched.
Shipping Times
Once shipped from our local warehouse:
Within NSW: approximately 1 to 2 business days
Interstate: approximately 2 to 3 business days
Shipping Charges
Orders under $400 AUD: $12 Express Post flat rate
Orders of $400 AUD or more: complimentary shipping within Australia
Orders are shipped via Australia Post Express.
Delivery Delays
While we aim to meet estimated delivery timeframes, delays may occasionally occur due to factors outside our reasonable control, including carrier delays, customs processing, peak periods, or events affecting supply or transport.
Nothing in this clause excludes rights you may have under the Australian Consumer Law.
International Shipping
Shipping to New Zealand is not currently available.