Returns and Exchanges
We will gladly accept returns of unused items within 7 days of delivery, with the exception of earrings. Earrings cannot be returned due to hygiene regulations. All other jewellery items must be returned in their original condition, which includes all packaging (the jewellery box, fabric pouch and postcards). All goods will be inspected upon return. The returned goods are the customers responsibility until received by the team at Carou Jewellery.
For items inspected after return that show signs of wear or are not in a resalable condition they will unfortunately not be accepted for exchange.
Every item is inspected by our team prior to dispatch, so we are confident your order will arrive in perfect condition. However, in the unlikely event of receiving a product with a manufacturing fault, we will be more than happy to examine the issue on a case by case basis. If a fault is confirmed, we will issue a refund or replacement.
For 'change of mind' purchases (excluding earrings), Carou Jewellery offers exchange of product - we do not offer refunds on purchases. Carou offers site-wide free shipping for all orders, however, free shipping will NOT be included when a replacement item is being sent out for a 'change of mind' exchange. Please either include a pre-paid postage bag with your returned item for us to send out your replacement in, or we will advise the postage cost to you once reviewed.
The customer is responsible for return shipping costs unless the item has a manufacturing fault. We recommend using a shipping service with a tracking number. Initiation of the returns process must be done within 7 days of receiving your order, and the returned item must be received back at our studio no later than 14 days after the original delivery date to the customer.
Please email firstname.lastname@example.org to begin the return process.
Lastly, please remember - jewellery is fragile. Please treat your handmade Carou pieces kindly.
Whilst our products are hand made in America, all orders ship from our studio in Sydney, Australia.
We offer free express shipping on all purchases.
All orders are sent via DHL on an Express service with an expected delivery time of 3-6 business days.
If you would like to upgrade to a faster service, please email us at email@example.com and we will advise options and charges.
For International shipments (outside of Australia) the purchases may be subject to customs or import duties levied by the government of the destination country - these must be borne by the recipient.
The Carou Jewellery team has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country and are subject to change. Carou Jewellery would advise each customer to contact their local customs office for further information prior to placing any order.
Carou Jewellery will take payment in US dollar; any conversion shown on the website to Euro, AUD or Pound Sterling is purely a guide calculated at that days exchange rate. However your bank or card issuer may not offer the same rate. Carou Jewellery will not be liable for any further changes your card issuer may levy.
The Carou Jewellery team will endeavour to display availability as accurately as possible.
Should an item be out of stock please email firstname.lastname@example.org. We will endeavour to find a solution for you and provide updated details on a product by product basis.