Returns & Exchanges
Alice & Annie pieces are made to order, crafted just for you. As a result, we do not offer cancellations, returns or exchanges for change of mind or incorrect sizing. This policy supports our efforts to minimise waste and uphold our dedication to small-batch craftsmanship.
See further information below, additional information can be found here, or contact us directly at info@aliceandannie.com.au and we'll be happy to help.
We kindly ask that you double-check your size and order details before placing your order. We are unable to accept cancellations, returns or exchanges for change of mind or incorrect sizing once production has begun.
As each piece is made to order, we’re unable to make any changes once your order has been placed.
We kindly ask that you double-check your jewellery size, shipping address, and all order details before completing your purchase.
Thank you for your understanding, each piece is crafted especially for you.
If your piece arrives with a manufacturing fault, please contact us within 7 days of receiving your order. We will arrange a repair. Please include your order number, a description, and clear photos of the issue.
At Alice & Annie, we take great care in crafting every piece with precision and care. Each item is made to order and carefully quality-checked before it reaches you. We stand behind the craftsmanship of our jewellery and are committed to offering support if something isn’t right.
All jewellery is covered by a six-month warranty from the date of delivery for manufacturing faults only. Our warranty exists alongside your rights under Australian Consumer Law (ACL). Under ACL, you are entitled to a repair. This reflects our commitment to reducing waste and preserving your original piece. Shipping fees to our studio is the responsibility of the customer.
Examples of manufacturing faults include:
- Loose or missing stones upon delivery
- Breakage due to faulty soldering or setting
- Clasps, links, or closures that fail due to production issues.
Our warranty does not apply to:
- General wear and tear
- Tarnishing, fading, or oxidisation
- Tangled chains or breakage from accidental impact, improper storage, or misuse
- Bent, snapped, or distorted rings or earrings due to force
- Third-party alterations or repairs
- Lost or stolen items
- Breakage after the six-month warranty period.
However, if the manufacturing fault is not repairable and the issue constitutes a major failure under ACL, you may be entitled to choose a refund or replacement.
To submit a claim, please email info@aliceandannie.com.au with:
- Your full name, order number and proof of purchase
- A description of the issue
- Clear photos showing the fault
We’ll respond within 3–5 business days with next steps. If approved, we’ll provide instructions for returning your item to our Melbourne studio.