Despite your best efforts to select the perfect jewellery, there’s always a chance that it may need to be returned.
You can view Shiels’s returns policy here, or read on to read our thorough summary below.
Details of Shiels return policy
| Website | https://www.shiels.com.au/ |
| Return window | 30 days |
| Return window begins | Date your item was shipped |
| Return channels | Initiate via e-mail, then return by post |
| Refund Method | Refund to original payment method |
| Contact page | Shiels Customer Service |
| Customer Support Hours | Monday to Friday – 9:00 AM to 4:30 PM ACST |
Shiels returns process
Shiels offers a 30-day Money Back Guarantee for online purchases, provided the item hasn’t been worn, scratched, damaged, altered, or customised. To begin your return, you’ll need to ensure that the jewellery or watch is in its original packaging, complete with all paperwork and the proof of purchase. Shiels will inspect the item once it’s returned, checking that it’s in saleable condition, which means it must be unworn, undamaged, and unaltered.
You’ll also need to include a completed returns form in your parcel. If you don’t have access to a printer, don’t worry—you can simply handwrite a note with the return details. Once the item is prepared, send it via a trackable postage service, as Shiels recommends using Australia Post’s registered eParcel. The cost of shipping is your responsibility unless the return is due to an error made by Shiels.
Once the return is received, Shiels will inspect the item. If everything is in order, they’ll process your refund within 3 business days. You’ll be notified by email when your refund is completed, though your bank may take an additional 3-5 business days to process the refund.
How long does it take for a Shiels return to be processed?
Shiels typically processes returns within 3 business days after receiving the item, assuming it passes their inspection. However, you should also allow 3-5 business days for your bank to process the refund, as this time can vary depending on your financial institution.
Shiels refund methods
Refunds are processed using the same payment method you originally used to make the purchase. If you paid with multiple methods, such as a combination of gift cards and credit cards, the refund will be divided across those payment methods. For customers using buy-now-pay-later services like Afterpay, Zipmoney, or Humm, Shiels will notify those providers of the refund, and they will adjust your payment schedule accordingly. You’ll receive a confirmation from the finance provider once the refund has been processed.
Returning damaged items to Shiels
If your item arrives damaged or faulty, you should contact Shiels immediately before sending it back. You’ll need to provide photos of the damage via their contact form. Once they’ve reviewed the photos and confirmed the fault, Shiels will cover your return shipping costs. After they receive the item and assess it, they’ll decide whether to repair, replace, or refund it, depending on the nature of the fault, in line with Australian Consumer Law.
If you’re returning a faulty watch, the process is a bit different. The watch will be sent to the manufacturer for assessment, and the manufacturer will decide whether a repair or refund is appropriate. This assessment process can take some time, and if no fault is found, you’ll need to cover the postage to have the watch returned to you.
Which items can’t be returned to Shiels?
Several items are excluded from Shiels’ returns policy. Custom or personalised items, such as name necklaces or engraved jewellery, cannot be returned, as they are made to your specific order and cannot be resold. Body jewellery, including earrings, nose piercings, and belly rings, are also non-refundable for hygiene reasons. Additionally, items that have been altered or resized, such as rings that have been resized or watches with links removed, cannot be returned.
Smartwatches and electronic items cannot be returned if they’ve been connected to a device or altered after delivery. So, if you’ve changed settings or synced the item to a phone, it will no longer be eligible for a return.
Other things you should know about Shiels returns policy
Shiels doesn’t charge any restocking fees for returns, which is a positive feature if you’re unsure about your purchase and need to send it back. However, keep in mind that they do not offer exchanges for online purchases. If you’d like to exchange an item you bought online, you’ll need to go through the refund process and place a new order. In-store exchanges, however, are allowed for items purchased in-store.
When it comes to return shipping costs, unless the item is faulty or Shiels made a mistake with your order, you’ll need to cover the cost of shipping the item back. Shiels recommends using a trackable service since they are not responsible for lost parcels.
If you purchased an item during a promotion or sale, you’re still entitled to a refund within the 30-day window. However, if the return affects your eligibility for the promotion—such as a multi-buy discount—Shiels will adjust the refund accordingly. For instance, if you return one item that was part of a discount deal, your refund will be based on the regular price of the remaining items.
When returning gift items, it’s important to note that the refund will go back to the original payment method used by the purchaser, not the gift recipient. So, if you were gifted an item and return it, the person who bought it will receive the refund.
Finally, Shiels does not offer a way to track the status of your return through an online portal. You will, however, receive an email notification once your return has been processed. If you’re concerned about the status of your return, you may need to reach out to customer service for updates.
Overall, Shiels’s return policy is very good compared to comparable retailers. To find out more about their Shiels’s returns policy click here, or get in touch with the Shiels Customer Service if you have any questions.
