At Robert Cliff Master Jewellers, we offer complimentary 30 day returns, so that you can make sure your purchase is just right. If for any reason you are not completely satisfied with your purchase, simply return it within 30 days for an exchange or full refund. We take pride that our jewellery is produced with exceptional standards!
Robert Cliff Master Jewellers is proud to offer free return shipping on all ring, loose diamond, and loose gemstone orders. We will provide the free FedEx return shipping label, so that your return process is seamless and easy.
Within 60 days of shipment to our US, Canadian, UK, and Australian customers, we also offer one complimentary resizing for our standard ring styles with free shipping both ways. Please note our eternity rings cannot be resized due to their design. Custom, modified, and engraved rings are subject to resize fees. Robert Cliff Master Jewellers offers one complimentary resizing for our vintage rings, within the sizing tolerance listed online for each ring. In order to maintain structural integrity, certain vintage rings and rings in our Extraordinary Collection are final sale if they are resized. Vintage or Extraordinary rings that are final sale if resized are marked clearly when a ring size is selected. If you resize your ring at the time of your purchase, any subsequent resizes will be subject to fees. For orders shipped outside the US, Canada, the UK, and Australia we do not offer free ring resizing or free returns due to potential taxes being levied. For more information, please don’t hesitate to call to speak to a jewellery consultant at 02 8850 5400.
Please note that returned items must be in their original, unworn condition and accompanied by all original documentation. Due to their personalised nature, the following orders are nonreturnable: items that have been modified, engraved, or resized; items that have previously been exchanged; and custom designed jewellery. If a piece is returned for a refund or canceled during production, your next purchase will qualify for exchange. Alterations to orders currently in process void the complimentary resize, return and exchange policies. If you have a special request for a later delivery date, our 30 day return/exchange period begins on the date that your order was first available to ship. Similarly, if you plan on picking up your ring from one of our showrooms, our 30 day return/exchange period begins on the date that your order is available for pick up.
HOW TO RETURN AN ORDER
1. Obtain the Return Shipping Authorisation Code: Call us at 02 8850 5400 to obtain a return shipping authorisation code and request your free FedEx return shipping label. Write your return shipping authorisation code on the outside of the package you are returning. (Please note that the free FedEx return shipping label only applies to ring, loose diamond, and loose gemstone order from the US, Canada, UK, and Australia.)
2. Packing your order: For all returns and exchanges, include all original packaging and accompanying materials, including the packing slip and all diamond certificates (a AUD 335 replacement fee per certificate will be charged otherwise). Your Robert Cliff Master Jeweller Jewellery Cleaner is complimentary; please keep this as a token of our appreciation. For resizes, do not include original certificates and accompanying materials. For security reasons, do not write jewellery, diamonds or other related words anywhere on the package.
3. Shipment and Insurance: In order for the insurance to be valid with the use of your FedEx prepaid label, you must “double box” your shipment and follow these instructions. Enclose your item inside its original ring/jewellery box. For your convenience, we recommend using the original packaging from your order. Place the ring/jewellery box inside the medium box. Place the medium box inside the larger box. If you do not have the original packaging, please include the ring/jewellery box inside a small FedEx Priority box and seal it. Place the small FedEx Priority box inside a medium FedEx Priority box. Affix the label to the outside of the larger box and drop it off at your nearest FedEx location. Brilliant Earth and FedEx are not responsible for packages dropped off in FedEx Drop Boxes or Non-FedEx staffed locations. Obtain a FedEx receipt to confirm that the item has been shipped – this receipt will act as proof of insurance.
4. If you decide to use a different shipping method you can ship it back by any carrier. For your protection, please ship your item fully insured, signature required, and request a return receipt for confirmation that your shipment has reached Brilliant Earth. Brilliant Earth is not responsible for items lost or damaged while shipping.
After we receive the returned order, our Quality Assurance department will inspect and verify the condition of the item. Returns take approximately seven business days to process upon receipt of the item. Brilliant Earth will refund the original purchase amount of the item via the mode of payment used in the original purchase, with the exception of bank wire payments. Orders paid by bank wire will be refunded by check. International bank wire purchases will be refunded in AUD according to the exchange rate at time of purchase. For all credit card refunds, please allow one monthly billing cycle in order for your credit to appear.
Packages without a return shipping authorisation number or packages that were refused delivery will not be accepted for refund and are subject to a minimum restocking charge of AUD 70. Return shipping authorisations are active for seven days from the date of issue and packages must be shipped during the active time period of your return shipping authorisation. If your return shipping authorisation has expired, please contact us at 02 8850 5400 to request another return shipping authorisation. All requests for refunds must be in writing via email or fax. Any returns showing signs of wear or those that have been engraved, altered, resized, or damaged in any way will not be accepted for return. Improperly packaged or uninsured items will be refused receipt.
If you have any questions about our return procedure, please contact us at 02 8850 5400.