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

RETURN POLICY

Please process your exchange by emailing us first at customersupport@bixbyandcompany.com.au

You may returns items for exchange or store credit within 14 days of receipt under the following conditions:

• They have not been worn
• You have proof of purchase
• You have the original packaging
  
  

EXCLUSIONS

The following limits apply:

Compensation

• Refunds for change of mind are not permitted

Purchase Venue

• Purchases made via a stockist are subject to the return policies of that vendor. Please contact them directly.

Products

The following items are final sale, and are completely excluded from return for exchange or store credit due to change of mind after payment has been received:

• All items which have been reduced in price, such as a sale item or one to which a discount code has been applied
• Earrings for reasons of hygiene

Bespoke

Any pieces that have been customised in any way, including pieces that are made to measure in a specific size.

Change requests or cancellations must be made within 24 hours of receiving your order number. After 24 hours no further changes or refunds are possible, as production is deemed to have commenced.

Refunds are only applicable if there is a major fault with the piece as outlined by Australian Consumer Law (e.g., a defect that would have prevented the purchase, the item is unsafe, or the final product significantly differs from the agreed-upon design).

Receipt of Items

Returns are only the responsibility of Bixby and Co once they have been received by a staff member at our Sydney address and checked for compliance with our returns policy.

Pieces which fall in the following categories are not eligible for compensation:

• Items lost or damaged in transit on return from the customer to our specified address
• Items which, upon inspection by our staff, do not meet the returns policy. These will be returned to the customer's original order address at the customer's expense.

Please direct any questions or concerns regarding our return and exchange policy to the email address above.

FAULTY ITEMS

If a faulty item is received, please contact us at customersupport@bixbyandcompany.com.au with a photo of the fault and your order number.

Return postage will be covered by us up to the amount originally paid.

Wrong Item Sent

We are very sorry! Human errors happen in our small team on very rare occasions. We will send the correct item as soon as the return is received.

Manufacturing Fault

On a handful of occasions there may be a human fault in the production process.

We will repair or replace your item as soon as possible. A refund will be issued if these avenues of compensation are not available.

Further Information

Please consider and follow the recommended care instructions, on our Wear and care page here

Items deemed damaged due to general wear and tear or everyday treatment/accidents 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.

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 😏