Returns FAQs

Returns FAQ

Returns

How do I return my order?

You can return items from your order within 21 days of being received. Please ensure your return meets our Returns Policy. If you would like to return all/some of your items, please visit our Returns Portal.

Can I return my online purchase instore?

Yes, you can return your online purchase in-store however, if you have paid via Afterpay, Humm or Zip or if your item is $500 or over, it will be forwarded to our Brisbane Support Office for assessment before a refund, exchange or Gift Card can be offered, which may take up to 3 weeks. You will be notified via email once this has been processed. You will need to provide your online order confirmation email as proof of purchase.

What is your return policy (Online)?

Change of Mind (Non-Warranty) Returns

Merchandise purchased from Wallace Bishop may be returned within 21 days of the date of purchase to a Wallace Bishop store for a refund, exchange or a Wallace Bishop gift card of equivalent value. Any refunds will be processed to the same credit card used to purchase the merchandise. You may also return your items to our head office using the address below however, please note; return costs will not be reimbursed for change of mind returns.

Merchandise must be in new and saleable condition and accompanied by the original sales receipt and original packaging.

Return Address:
ATTN: Web Sales
55 Doggett Street, Newstead 4006 QLD

In the interest of health and safety, customised merchandise, special orders, pierced earrings and body jewellery are not eligible for return for change of mind. Refer to conditions of sale provided at time of order.

Merchandise with a purchase price of over $500 will be forwarded to our Brisbane Support Office for assessment before a refund, exchange or Gift Card can be offered, which may take up to 3 weeks. You will be notified via email once this has been processed.

Any refunds will be processed to the credit card used payment method made for the original purchase.

Warranty or Consumer Guarantee Returns

Our goods come with guarantees that cannot be excluded under the 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. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to major failure.

Where applicable, we will meet our obligation to provide a remedy under the Australian Consumer Law. Full details of your consumer rights may be found at www.consumerlaw.gov.au.

In addition to your rights under the Australian Consumer Law, Wallace Bishop offers a 12 month Guarantee from the date of purchase on jewellery against defects in material and / or workmanship and 6 months on repair work conducted in our workshop from the date of repair. The 12 month guarantee excludes all watches and giftware which are covered by the manufactures guarantee or warranty and selected fashion jewellery. For selected items with 3 month guarantee, please refer to the front of your receipt for details.

The costs of any repairs and maintenance carried out during the Standard Guarantee period, which are not the result of defects in material and/or workmanship, must be covered by the customer.

Any defects in material and/or workmanship that become evident during the Standard Guarantee validity period will be remedied by Wallace Bishop. The form of remedy will be a repair, replacement or refund depending on whether the defect is a major or minor failure.

In order to claim a remedy under the Standard Guarantee the goods must be returned for assessment and accompanied by the original purchase receipt or other acceptable proof of purchase.

The Standard Guarantee does not cover loss or damage caused by:

Damage due to ordinary wear and tear;Misuse, accident, alteration, substitution or abuse;Repairs or alterations performed by someone other than Wallace Bishop;Theft, disappearance or loss (including loss of gem stones).

Wallace Bishop reserves the right to judge whether the jewellery has been subject to any of the above mentioned exclusions.

White gold and some silver jewellery is rhodium plated to enhance its appearance. This plating is not permanent and can wear off during normal wear and tear, therefore any wear and tear of rhodium plating is excluded from our Standard Guarantee.

When jewellery is repaired under guarantee or warranty, only the remaining term of the original Standard Guarantee will continue to apply to the jewellery. When jewellery is replaced under Standard Guarantee, the new item of jewellery will automatically come with a new Standard Guarantee of twelve months from the date of replacement.

What is your return policy (In-store)?

Change of Mind Returns

Wallace Bishop will accept change of mind returns subject to the following conditions.

21 days - Merchandise is returned within 21 days of the date of purchase to a Wallace Bishop store for a refund, exchange or Wallace Bishop gift card of equivalent value. Any refunds will be processed to the same credit card used to purchase the merchandise.Condition - Merchandise is in new and saleable condition and accompanied by the original sales receipt and original packaging.Exclusions - Merchandise is not customised, special order, pierced earrings or body jewellery (these are not eligible for return for change of mind).Assessment - Merchandise with a purchase price of over $500 will be forwarded to our Brisbane Support Office for assessment before a refund, exchange or Gift Card can be offered, which may take up to 3 weeks.

Consumer Guarantee Returns

Our goods come with guarantees that cannot be excluded under the 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. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to major failure.

Warranty Returns

In addition to your rights under the Australian Consumer Law, Wallace Bishop offers a 12 month Guarantee from the date of purchase on most jewellery against defects in material and / or workmanship and 6 months on repair work conducted in our workshop from the date of repair.
The 12 month guarantee excludes all watches and giftware which are covered by the manufactures guarantee or warranty and selected fashion jewellery.
For full details please refer to the warranty provided with the product. Refer to our website for full details.

Refunds

Can I get a refund for change of mind?

Yes, if you have the item in its original condition, is accompanied by the tax invoice and is within the 21 days of purchasing/receiving, you are able to request a refund. The refund is generally processed back to the original payment method used.

Exchanges

Can I exchange an item?

Yes, any items can be exchanged for an item of equivalent value. If you would like to exchange for something that costs extra, you will need to pay the difference. If you would like to exchange for something less, we will offer a Wallace Bishop gift card of that remaining balance.

Can I exchange my online order?

Yes, if you would like to exchange your online order, please use our Returns Portal.

Contact us

LIVE CHAT: Live chat support with our Wallace Bishop customer support team available 8.30am-5.00pm AEST Mon-Fri. Also available online by hitting the "Bubble" button in the bottom right hand corner of our website.

CALL US: (07) 3253 6400 during business hours 8.30am-5.00pm AEST Mon-Fri.

EMAIL US: Our customer support team are here to assist. Send us an email and we will get back to you as soon as possible.

Find a store

STORE LOCATOR: To find information about one of our Wallace Bishop stores including trading hours, please visit our store locator page.