Our ‘Returns Policy’
We believe that our customer’s wedding day and/or other special occasions are such important and special occasions and so we want to maintain a superior quality at all times. Therefore, we have set in place policies so we can do this. We are unable to accept returns for a refund, store credit or exchange on any of the following items which are not eligible.
Our ‘Change Of Mind’ Policy
We do not support customers purchasing and returning products due to ‘change of mind’. We do however, understand that online shopping can be tricky sometimes and so we offer a 24 hr return policy. All our parcels are sent with a tracking number and so we have record of when items are delivered. If you receive your order and it’s not quite what you’re after, you need to contact us within 24hrs of receiving it and we will notify you on how to proceed. Shipping needs to be within 24hrs of approval with a tracking number provided as proof of delivery lodgement. Once goods are received and provided they are still in complete original packaging and undamaged, you will receive your refund but it will incur a 2.5% restocking fee.
We maintain a high level of customer service and like to provide guidance to customers as to differentiating products and the benefits of one product over another upon request. A customer however, is left to make their own decision on following through on any purchase with Glam Couture and it is their same decision to accept all store policies including ‘change of mind’ and ‘no return of exempt items’ that are on this list below. It is the responsibility of the customer to be aware of conditions of sale.
Items NOT eligible for return for refund, store exchange or store credit are:
For hygiene reasons, any type of earrings including ‘clip earrings’ or ‘post back earrings’ cannot be accepted for a refund, exchange or credit note. We don’t do this for selfish gain but for customer confidence. We hope you can appreciate this exception to the rule, as we do not re-sell used or returned earrings.
The only instance where Glam Couture will replace earrings is if they are reported to be damaged or faulty.
Any faulty pin back or clip earrings that are returned for replacement, will NOT be returned to stock for resale.
Necklace & Earring Sets
For the same reasons as earrings, necklace sets will not be accepted for any type of return as they are bought as a complete set and can not be re-sold due to hygiene reasons for earrings being worn.
To Further Explain:
We need to guarantee to our brides and customers that our pieces are all new when they purchase them and thus have not been worn by another person. It is not fair for us to on sell products that while look ok have potentially been damaged in some way that may endanger the longevity of the product.
Special Orders & Customised Orders:
Due to the nature of customised products, Glam Couture will not accept refunds, exchanges or store credits. These items are handcrafted or hand assembled and made to order. Glam Couture will make your item/s upon order confirmation and receipt of payment.
Shipping for a return
If your product is eligible for return, please contact us and we’ll discuss alternative pieces with you. As long as your return meets the criteria set out in our returns policy we are happy to assist you for an exchange or store credit. It will be the customer’s responsibility to return the product to Glam Couture at the customers expense and the parcel must be registered with a tracking number.
All products returned must be repackaged in exactly the same way as they were received, including outer bubble wrap and outer protective cardboard.
If Your Parcel Is Damaged In Transit Back To Glam Couture
If any part of the item/product is missing or damaged during transit due to poor packaging or poor handling a store credit or exchange will not be offered. It is the customer’s responsibility to ensure ultimate safety in the repacking of item/s being replaced. If the item is damaged in transit, the item will be returned to the customer.
Replacement Of An Exchanged Product
The replacement product will be sent once the payment has been finalised. A re-shipping fee will be charged at cost price to the client for the subsequent product delivery.
Faulty or Damaged Products
Although our team inspect each item prior to packaging, there may be a product which may have altered during transit.
If ever there is a product which is damaged or faulty, Glam Couture will work towards replacing it for you immediately. Please notify Glam Couture in writing with supporting images of the fault within 2 day of receiving your order to [email protected]. An exact replacement will be offered at no additional cost to the client if your item is found faulty.
Glam Couture will be in touch asap with you regarding the replacement of your damaged product.
General ‘Wear & Tear’ and ‘Damaged Products Through Customer Mishandling’
No return will be offered if the customer has damaged the product through mis-usage or mishandling. This also includes general wear and tear of product usage over a period of time.
We only accept refunds within 24hrs of you receiving your order as stated above in our ‘change of mind’ policy (as long as your items are not in the exempted categories) so please be prompt with your communication as this is a strict policy. We do not accept refunds on products that are soiled, that have been worn or damaged due general wear and tear, negligence or general usage. This includes items that have hair spray, perfume, attempted cleaning or water damage. If your item fits into any of these categories upon inspection, your refund will be refused.
In very special circumstances, there may be an agreement to return an item for refund, exchange or store credit if your item does not fall into any of the exempted categories. If this is the case and you wish to request a return please notify Glam Couture at [email protected] and notify them of your intentions within 3 days of receiving order. We will contact you asap to arrange an exchange or store credit and give you our return information.
For all eligible returns, once notification has been made within 3 days after your order is received and your have been given the acceptance to send back your item/s you need to register a return of your parcel within 2 days and your parcel must be issued a tracking number. An email with the registered postage and tracking numbers are required to be sent from the customer to Glam Couture to confirm the date the goods were sent, as well as to allow tracking.
Your Customer Responsibility
In order to return any products to Glam Couture that you have purchased, we request that any returning items are kept in the original condition, unworn, undamaged, not soiled, no perfume, no hairspray, no water damage, and all ribbons attached, and presented in the original packaging including the outer safety packaging.
Goods need to be received
The returned product needs to be received by Glam Couture and be assessed before agreeing to a store return for either an exchange or a store credit.
Most of the time postal goods arrive where they are addressed to for delivery. However, on the odd occasion that this may occur all efforts will be made by Australia post to track down the package, hence the importance of registering the parcel. Glam Couture will manage this scenario with each client case by case basis in the event this may occur. It is the client’s responsibility to follow up if the parcel has not been received by Glam Couture.
Glam Couture cannot offer any compensation for items not received or if the item is damaged in transit due to poor packaging. The customer will need to lodge a complaint directly with Australia Post to initiate a claim for insurance or to locate the package.
Exchange For Another Product & Store Credits
For an eligible item, if you prefer to choose another product rather than a store credit, Glam Couture will work with you to identify the new product you prefer. Store credits and exchanges are not kept as a rolling balance and must be used on one occasion. If your new purchase is of greater value than your original purchase, you will need to add to the sale. If this occurs, we will process an invoice for you to pay the difference for the new product and this will also include the reshipping fee. The store credit or exchange is by no means refundable or transferable to another client. All store credits come with a 6 month expiry. Any store credit that has expired can not be used anymore and will be void of it’s value.
A 2.5% restocking fee for each item returned will be deducted from your value of your store credit available.
Address for Returns:
PO BOX 994
Ph: 0402 139 072
Email your request to :
Phone (Within Australia): 0402 139 072
Phone (International Customers): +61 402 139 072
These terms and conditions may change without any notice.
For the protection of your jewellery on your special day, we strongly recommend that your earrings and headpiece are completely covered before your hair dresser proceeds to spray any chemical spray on your head, this spray will affect the lustre and nature of your headpiece and earrings. It will add a ‘thin film’ of chemical that will act as a barrier and not glisten as it should. This also may effect the longevity of your products.