Refund and Returns Policy
Different policies apply depending on whether you’re shopping in-store or online. Please review the specific terms and conditions below that relate to your purchase.
30- Day Returns Policy
At BB, we offer a 30-day return policy for any piece that arrives damaged or faulty. If you find an issue within 30 days of delivery, you may return the item for repair or remaking at no extra charge. Once we assess the piece and complete the necessary work, it will be returned to you. Please note that this policy covers only faulty or damaged items. It does not apply to a change of mind or circumstance. For items in our “Exclusively One” collection, 30-day exchanges or returns are available. In these cases, any funds will be issued as store credit for a new design.
Cancellation & Payment Policy
Once a deposit is made online, over the phone, or in-store, the final payment is due upon completion of the piece, typically within 4-6 weeks from the deposit date.
• Storage Fees: If the final payment is not made within 30 days of completion or notification, a $100 weekly storage fee will be applied until the balance is settled.
• Refunds & Store Credit: We do not offer refunds for change of mind or circumstances. Once any payment—whether initial, partial, or full—has been made, a refund is not available. If a refund is requested, a store credit may be provided upon mutual agreement. Store credit notes are valid for 12 months.
• Final Payment Obligation: Once a deposit is paid, the full amount is required upon completion. If the balance remains unpaid, a weekly late fee of $100 will be added to the invoice. In the rare case that we receive no communication within 60 days after a deposit is paid, all amounts paid will be forfeited.
By making a deposit or full payment, you acknowledge and agree to these terms and conditions.
Exclusively One Pieces
We are happy to offer a store credit minus a 40% restocking fee for all Exclusively One pieces purchased in-store or online, provided they are returned within 30 days.
A store credit will only be issued if the following conditions are met:
• Items must be in their original condition– unworn, unaltered free from scratches or damage.
• Items must be returned in their original packaging, including the BB ring/bracelet/earring/necklace box and exterior packaging.
• Domestic orders must be returned within 14 days of delivery, while international orders must be returned within 30 days.
Items that do not meet these criteria will not qualify for a return.
Complimentary Resize Policy
We offer one complimentary resize on all rings. Any additional resizes after the initial adjustment will be charged at $100 per size up or down.
The complimentary resize is valid for 3 months from the date of purchase.
Faulty Items
While we strive for perfection, in the unlikely event that you receive a faulty item, we will do everything possible to resolve the issue promptly. To assist you efficiently, please email us at info@bbdesignerjewellers.com.au with your order number, images of the fault, and a brief description of the issue.
• If your piece has a minor fault, we will arrange a replacement or repair.
• If the item is determined to have a major fault, you will have the option of receiving either a replacement or credit note.
Custom Orders
We take pride in crafting bespoke jewellery tailored to your vision. If you are not fully satisfied with your custom-designed piece, you may return it for a credit note, subject to a 40% restocking fee. Any difference in cost for a redesigned item must be paid in full.
A credit note will only be issued if the following conditions are met:
• The item is in its original condition unworn, unaltered, and free from scratches or damage.
• It is returned in its original packaging including the BB ring, bracelet, earring, or necklace box, along with its exterior packaging.
• For engagement rings the original diamond certificate must also be included.
• The return request is made within 14 days of the delivery date (30 days for international customers).
Please Note:
• Items that do not meet these conditions cannot be returned.
• For custom-made pieces, your credit note will reflect the purchase price less a 40% restocking fee. Any additional charges for remakes will be applied to your account.
• Once a 3D drawing is approved, it becomes final. Should you wish to alter your design after approval, a remake fee will be incurred.
Please email our team at info@bbdesignerjewellers.com.au to explore your options.
How to Return Your Items
To initiate a return, please ensure that the reason for returning your jewellery aligns with our Refund and Returns Policy. All returned items must meet the required conditions outlined in our policy. Please contact us at info@bbdesignerjewellers.com.au to begin the returns process. Our team will guide you through the necessary steps to ensure a smooth and efficient return experience.
With this clear framework, we at BB are committed to ensuring fair, efficient handling of your returns and custom order adjustments. If you have any further questions or need additional details, please don’t hesitate to contact our team at info@bbdesignerjewellers.com.au
Additional Return Conditions
• Return Shipping: All return shipping costs are the customer’s responsibility. We advise you to acquire return tracking information, as BB cannot be held liable for any items lost or damaged during transit.
• Pack & Ship: Return your item alongside the completed form. Please select “Signature on Delivery” for your shipment and consider extra insurance for added peace of mind.
• Exchanges and Store Credit: We do not offer direct exchanges. Instead, you will receive a store credit—valid for six months—that is issued as an online gift card to the email address provided on your order. Please note that store credits will only be processed after your returned item is received and inspected.
• Return Postage: We do not refund or credit the cost of return postage. All returned products are thoroughly inspected upon receipt. Unless the item is faulty, if it is found to be worn, altered, missing tags, or if the return is made outside the stipulated timeframe, we will notify you, and the item will be returned to you.
• Ring Resizing: Returns for ring resizing are accepted for adjustments of one to two sizes up or down. Resizing beyond this range will require your ring to be remade, which is not included in our ‘Free Resizing’ offer.
• Eternity Rings: Eternity rings or any ring featuring diamonds encircled fully cannot be resized and will need to be remade.
