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Returns, Refunds & Warranty Policy

At Glâsaje, we take pride in the quality and craftsmanship of our jewellery. Our policies are designed to be clear, fair, and aligned with Australian Consumer Law, while ensuring a smooth experience for our customers.

Please read the information below carefully before submitting a return or warranty claim.

Returns Overview

  • Returns are accepted within 30 days of delivery
  • All returns are processed exclusively through Shopify Customer Accounts
  • Customers are responsible for return shipping
  • No restocking fees apply
  • Final sale items are non-refundable

How to Start a Return

All returns, including change-of-mind returns, faulty items, and warranty claims, must be submitted through your Shopify Customer Account.

To start a return:

  1. Log in to your customer account using the email used to place the order
  2. Select the order you wish to return
  3. Submit a return request for approval

Returns must be approved before items are sent back. Once approved, you will receive return instructions via email.

Refunds are processed after inspection of returned items.

Return Rewards – Store Credit Bonus

For eligible returns, you may choose between a refund or store credit.

  • Selecting store credit gives you an additional 10% bonus
  • Store credit is issued automatically once approved
  • Store credit is valid for 2 years
  • Store credit can be used in conjunction with promo codes

Return Conditions

Returns are only accepted if:

  • The return request is submitted within 30 days of delivery
  • The item is unused, unworn, and in original condition
  • The item is returned in its original packaging
  • The item is securely packaged for return

All returned items are inspected and quality-checked upon arrival. Acceptance of a return remains at the discretion of Glâsaje if these conditions are not met.

Return Shipping

  • Return shipping costs are the responsibility of the customer
  • We strongly recommend using a tracked shipping service
  • Glâsaje is not responsible for items lost in transit
  • Original shipping and gift-wrapping fees are non-refundable

Final Sale & Non-Returnable Items

The following items are final sale and cannot be returned or refunded unless deemed faulty under Australian Consumer Law:

  • Sale items
  • Earrings (for hygiene reasons), even if unworn
  • Engraved or personalised items
  • Gift cards and vouchers

Glâsaje does not offer custom-made jewellery or gift sets at this time.

Returning a Gift

If you have received a Glâsaje item as a gift, you may request a return through Shopify Customer Accounts.

To submit a gift return, you will need:

  • The order number, and
  • The email address, phone number, or postcode used on the original order

This information can be obtained from the purchaser or your gift receipt. For privacy reasons, we are unable to share customer information unrelated to an order placed by you.

Refunds and store credits are available for eligible gift returns. We recommend selecting store credit + 10% bonus toward your next purchase.

Faulty or Damaged Items

If you believe your item is faulty or arrived damaged, you must submit a return request through your Shopify Customer Account.

You may also contact us at customercare@glasaje.com with:

  • 2–3 clear images of the item
  • Your order number
  • A detailed description of the issue

Please note:

  • Return shipping costs are not covered, even for faulty items
  • All faulty items must be approved before being returned

12-Month Warranty

Glâsaje offers a 12-month warranty on all jewellery items, starting from the order date.

What the Warranty Covers

  • Manufacturing defects
  • Clasp or closure failure

What the Warranty Does Not Cover

  • Stone loss
  • General wear and tear
  • Accidental damage
  • Misuse or improper care
  • Damage caused by water exposure or impact

All warranty claims must be submitted through Shopify Customer Accounts and are subject to inspection and approval.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

This policy does not limit your rights under Australian Consumer Law.