Terms & Conditions

CUSTOMER SERVICE

TERMS

Returns
All goods sold are non-refundable.

Exchange for Size
For full priced items, you may exchange for a different size within 10 business days from date of purchase. Please email laura@ashandphoenix.com with proof of purchase for a RA number to include with the item you are returning and we will send you further instructions.

Customers will be responsible for all shipping & re-shipping charges for exchanges. The return is your responsibility until it reaches us, so please ensure it’s packed securely and has been sent using a trackable method. We are not responsible for lost packages and we cannot issue a refund if your package is lost or damaged.

Faults
Ash & Phoenix pieces are entirely handmade and therefore there will always be some variations between pieces. Wear and tear on jewellery items is not considered a fault.

If you feel a piece of Ash & Phoenix Jewellery is faulty, or if breakage has occurred please send a photograph of the item with a description of the fault, along with your proof of purchase to laura@ashandphoenix.com. The piece will be assessed and if considered faulty, Laura will gladly repair or replace the faulty piece.

Repairs
If your Ash & Phoenix piece becomes damaged or needs repair, please send a photograph of the item with a description of the fault, along with your proof of purchase to laura@ashandphoenix.com.

Repairs to damaged goods are assessed by case and may incur a fee if repair is possible.

Payment
All payments on ashandphoenix.com are processed via Paypal, a completely secure payment gateway. You do not need a paypal account to check out via Paypal, simply follow the prompts to checkout as a guest and enter your credit card details to the secure payment page.

MATERIALS & CARE

Ash & Phoenix pieces are created with 925 Sterling Silver. These pieces can be cleaned and polished using a jewellery polishing cloth. Whilst these materials are durable enough to wear every day, Ash & Phoenix pieces should be treated with love and care. It is advisable to remove when showering, applying lotions, perfumes or make up and during exercise or high impact activities. This will retain the polished finish for longer. Pieces can also be cleaned in an ultrasonic jewellery cleaner.

SHIPPING & PRODUCTION

All Ash & Phoenix pieces are hand made to order. This means that each piece is unique and made especially for you. Pieces are usually produced and shipped within 7-14 days, but in some cases or during busy periods, production can take up to 21 days.

If you need a piece before a specific date, please contact Laura before ordering to ensure this will be possible and avoid any disappointment. Every effort will be made to have your piece delivered to you as quickly as possible.

Ash & Phoenix ships worldwide. All Australian orders are sent Express via Australia Post. All international orders are sent via Australia Post, with tracking provided. You will be contacted on dispatch of your order with a tracking number, which you can check at www.auspost.com.au.