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Exchanges

We aim to provide a seamless and enjoyable shopping process for our customers so if you feel that you have made the wrong selection, you can exchange your item(s) within 7 calendar days of receiving the item(s). Where the item to be exchanged for is lower in value, you will receive a credit note for the difference with up to 3 years’ validity.

Please note that custom pieces and modified pieces are not eligible to be exchanged or returned. Resized rings and bracelets may be accepted for exchange only under exceptional circumstances, enquire here.

Requests need to be made via our return and exchange portal, or by emailing. You will need to specify in the portal, the item that you wish to exchange for.

Items to be exchanged must be sent back to DM Archipelago in their original condition (including packaging, receipt and any certificates provided) within 7 calendar days of receiving the item(s). Items that show signs of wear through use will not be accepted.     

Domestic returns are available at a flat rate of $15to be deducted from your credit once the returns shipping label is generated. For international returns, you may use your preferred method to ship the item back to us at your expense. You are responsible for any taxes/duties and insurance costs this may incur.

Please note that for all returns, you assume any risk of loss, theft or damage of goods during return transit. Please therefore ensure that the item is properly packaged to minimise risk of damage during shipping. Also, please ensure you get proof of the return (a receipt) in case you need to contact us about your return. DM Archipelago will not be responsible for items lost or damaged in transit and recommends that you purchase insurance to cover the item’s journey back to us.

Once the exchanged item is received by us and inspected, the new item will then be sent out to you in accordance with our shipping policy. If you do not want a direct exchange, we will issue you a credit note of the same value for you to use for future website purchases. 

Refunds (online orders)

DM Archipelago is bound by Australian consumer law and will process all returns and refunds in line with these laws. Whilst Australian Consumer Law does not require retailers to provide refunds for change of mind purchases, DM Archipelago will accommodate return requests made in adherence with our policies as we do wish to ensure customer satisfaction.

Refund requests must be made within 48 hours of receiving the item by emailing clientservices@dmarchipelago.com.au or, via the return and exchange portal. Returns must then be made within 7 calendar days after the delivery date. All returned jewellery will undergo an inspection by an expert jeweller to check for any signs of wear on both gemstone and metal components of the jewellery (including any sign of light scratching or blemishing incurred after delivery). Refunds are not guaranteed until inspections have passed. All original tags must be fully intact and in the condition which they were when the order was first dispatched. If there is any indication that the jewellery has been used and/or tags tampered with, the piece will be ineligible for refund and will be sent back to you with no further return requests possible on the item. Discretion is reserved by DM Archipelago. If the returned item does not adhere to the aforementioned standards for refund, and, only if DM Archipelago deems appropriate, a credit note or an exchange may be offered instead, subject of course to the item’s condition.

Please note that customised items personalised for you or items which have been engraved cannot be returned under this policy. Resized rings may be exchanged under certain circumstances, please email to enquire.

In the unlikely event that you have received an incorrect or faulty item please email us within 48 hours of receipt of item.

Due to the handcrafted nature of our jewellery, minor imperfections or unevenness may at times be noticed on the setting encasing opal gems but this only lends character and reminds of the true uniqueness of each piece. This is not valid grounds for a determination of faultiness. 

For change of mind returns, all refunds and the value of any credit note issued are subject to a deduction of shipping costs and any irrecoverable taxes/duties (for international orders) incurred by DM Archipelago when the order was first sent (these costs can be made known to you at the point of initial purchase).This applies irrespective of whether the initial shipment by DM Archipelago to you was complimentary.To seek a potential refund of these taxes/duties paid, please contact the appropriate customs office in your country as the refund policies vary from country to country.All international returns should be shipped back to DM Archipelago as goods returned to sender to ensure no duties and taxes are incurred for the return.

Please note, return requests are tracked and recorded. DM Archipelago has the right to refuse a return if excessive return requests are made by the same account and/or individual identifiable also by address/es of delivery.