Buying online is always tricky and as a small family business we want you to feel comfortable buying from us. 

Rest assured that we quality check each individual item before packing and sending your orders, however if you believe you have received an item with a manufacturing fault, please contact customersupport@bixbyandcompany.com.au with accompanying photos ASAP

We know this all seems like a lot of words and waffle so email us as soon as you have any issues and we’ll be as flexible AF in trying to make sure you’re happy  

FAULTS & REPAIRS
If your jewellery appears to be faulty or damaged, please get in touch with us via email prior to sending back to us.
You will be liable to pay postage to and from the studio, with the exception of when a product is deemed faulty upon assessment by our production team. We will then offer replacement or reimbursement.  If the item is deemed to have a manufacturing fault, a repair, replacement or refund will be issued promptly.

Please bear in mind that like anything beautiful, Bixby and Co Jewellery pieces are delicate and should be handled with care. Whilst in general our pieces are of a quality that they can stay on in the shower and be worn pretty frequently please remember they still have to be treated carefully. They’re not solid gold or they’d be priced accordingly. Our pieces are fun and live long 😏

Items deemed damaged due to general wear and tear or customer mistreatment will not be considered for a return.  General wear and tear includes: tarnished, faded or scratched gold and silver items, snapped chains or clasps, scratched or chipped stones, rings and bangles broken from being bent out of shape, or lost earring backs.

If you are not satisfied with your order and meet the below criteria, get in touch customersupport@bixbyandcompany.com.au and we'll sort it out.

REFUND & EXCHANGE CRITERIA:

• You have 14 days to request refund or exchange.
• Your item must be unused/unworn and in the same condition that you received it.
• Your item must be in its original packaging.
• Due to health and safety regulations, we cannot accept the return of earrings under any circumstances.
• Refunds and exchanges are not offered on sale items.
• Postage costs associated with returns and exchanges are the responsibility of the customer & shipping costs are non-refundable.
• If your exchange is approved, this will be sent within two working days of receipt of the returned item AND once return postage has been paid. Please note that there may be a longer wait time if the desired item is not in stock.
• We don’t take responsibility for returned items that may be lost or damaged during return shipping.

Bixby has the right to deny refunds & exchanges in the following cases:

• The return/exchange is requested outside of a 14 day period of item's receipt.
• The return/exchange item is not returned within 72 hours of the return authorisation being provided via email
• The return/exchange item is returned without authorisation.
• The return/exchange item is not delivered at the address nominated by Bixby & Co
• The return/exchange item is received without all original packaging
• The return/exchange item is damaged or unsellable in any way upon receipt

Should an exchange or refund be rejected for above reasons, you will be contacted via email detailing why the exchange has been declined. The cost of returning the original item will be the responsibility of the customer.

Earrings can’t be exchanged due to Australian hygiene laws and regulations.

Designed in Sydney, Australia and made using high quality recycled materials. We want to help you maintain your jewellery to ensure longevity. For more information, please refer to our Wear and care page here

 
ARCHIVE CLEARANCE SALE, PROMOTIONAL SALES & FINAL MARKDOWNS
Please kindly note that products purchased in our archive clearance sale, promotional sales like Black Friday/Boxing Day and/or on final markdown items, are final sale and cannot be exchanged, refunded and/or returned.

Clearance Sale items are final sale. 

ORDER CANCELLATION
Please be aware that we are unable to cancel or change orders once they have been placed unless you notice and contact us within 24 hours.

MISSING, STOLEN OR UNCOLLECTED PACKAGES

We are unable to refund or replace stolen packages or un-retrieved packages that have been confirmed as delivered. Please ensure your delivery address is correct and secure. 
We are not responsible for items not received due to an incorrect or an incomplete shipping address, or items not collected from your local post office after attempted delivery. Items marked undeliverable due to an incorrect shipping address or uncollected from your local post office will be reissued if and when they are received back at our studio by Australia Post, and will incur a reshipment fee. Orders returned to us by Australia Post due to being undelivered or uncollected from your local post office will not be refunded. 
 
 Bixby and Co Jewellery Sydney - wearable sunshine