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Shipping & Returns |
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| Returns Refunds and Exchanges
At Ilana Matthews satisfaction with your purchase is of utmost importance to us. We accept refunds and exchanges on all our full priced merchandise only; as long as they are returned in the same condition they are received. Items must be in their original packaging and should not be worn prior to return.
Should your item be faulty, we will happily refund postage for return of the goods; however postage must be paid by you in any other instance. We recommend you make your selection carefully to avoid this potential cost.
If you are in any doubt about returning your purchase please contact us at ilana@ilanamatthews.com
Procedure for returns
To refund or exchange your purchase, you must first advise our office, either via email or phone within 7 days of receipt of purchase. You should then return the purchase via an express post envelope not more than 2 days after notification.
For customers returning purchases from overseas, notification of intent to return your purchase should be made via email within 7 days of receiving your purchase. You should then return the items via no less then express airmail within 2 days of notifying us.
Procedure for exchanges
We happily exchange your purchases should you decide you have chosen the incorrect colour or size; however exchanges are subject to the goods being in stock. For this reason it is important you consider your purchase carefully prior to proceeding to avoid any disappointment.
To exchange goods, you should email us of your request not more than 7 days after receipt of purchase. We will review stock levels of the replacement goods and advise if an immediate exchange is available. Should there be a delay in replacing your item, a refund will be offered. A postage fee may also be payable for despatch of the new items.
Shipping
Depending on the item ordered, your location and your preferred method of shipment, there could be a number of ways your shipping can be calculated.
Depending on the number of items in your cart you will then be advised a shipping charge. As shipping is based on the weight of your total order, an order with multiple products may display a shipping charge higher than eventually charged. The final shipping fee will be confirmed by email with confirmation of your order. At this stage you may also have the option to upgrade your shipment method.
The following prices should be used as a guide for postage and appear as an individual charge under shipping in your shopping cart;
Handling and Shipping Charges within Australia (Guide only)
• small items such as earrings $ 7
• medium items such as necklaces and bracelets $15
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