14 Day Returns

At Phenix Jewellery, we now offer complimentary returns on all purchases made from our website. If you are unsatisfied with your purchase, you can return it back to us within 14 days for an exchange or refund to your original method of purchase.

Our Return Policy

Phenix accepts returns for refund or exchange for change of mind within 14 days of you receiving your parcel. Contact us at returns@phenixjewellery.com or 1300 750 950 to receive your return form and Australia Post return labels.

Items must be in their original purchase condition to be eligible for return. Proof of purchase must be supplied in order to receive a refund. Crumpled, unreadable or damaged return labels can delay the parcel to returning to us or result in a lost package. If your return label is damaged, please contact us on 1300 750 950, and we can email you a new one. Returns with missing paperwork or no enclosed product will not be processed. Phenix Jewellery is not responsible for lost or damaged returned items, so please ensure you package your return securely.

Once your return has been processed, we will refund the amount paid for your items to the original method of payment. This amount is non-transferable for another method of payment, except store credit.

Claims for damaged or missing items must be reported immediately or within seven days of receiving your order.

Returns for in-store purchases are for exchange or store-credit only and much be made within 14 days of purchase, accompanied with proof of purchase.

If you are unsure if an item is returnable, please contact us and we will be happy to help.

How to Return an Order

  1. Contact us at returns@phenixjewellery.com or 1300 750 950. We will begin to process your return and email you the return form and return postage label. For change of mind, please contact us within 14 days. For faults or warranty claims, please contact us within 7 days.
  2. Download and fill out our return form. This can be emailed to returns@phenixjewellery.com or printed out and included in your return parcel.
  3. Pack your order and attach your return label. Carefully package your items securely as to ensure they are not loose within your parcel. Once your parcel is secure and sealed, attach the return label onto it. For security reasons, please do not write jewellery, watch, diamonds or other related words anywhere on the package. You can drop the parcel off at an Australia Post Office, Parcel Locker or Street Post Box.
  4. Wait as Phenix processes your return. Once we receive the returned product, our workshop team will inspect and verify its condition. Refunds will be issued via the method of payment used in the original purchase. Please allow up to 15 business days for us to process your return.

Non-Refundable Items

Sale items, special orders, custom jewellery, engraved, adjusted or resized items are final sale and cannot be returned unless faulty. Damage and/or defects caused by accidental damage, use which is unreasonable or inconsistent with Phenix’s instructions, dismantling or repair by persons other than authorised Phenix repair specialists will not be accepted for return. This includes damage caused by improperly packaging the product for return.

Cancelling an Order

If you would like to change or cancel an order, please contact Phenix Jewellery immediately. We will attempt to accomodate order adjustments however, we are unable to accommodate changes or cancellations on special orders that have already shipped. Parcels cannot be re-routed to another address once in transit. If you are having troubles receiving your parcel, please contact Australia Post and reference the tracking number that we have provided for you.