Returns, Exchanges, Replacements

If you need to return any item to us, please contact us within 10 working days from the date of your invoice before sending back. We will provide instructions for your return to get to us safely. We will not accept returns after this time.  

RETURNS & EXCHANGES

As we offer colour samples of rhinestones, beads and most trims so you can confirm colours and sizes, we regret we're unable to accept returns or exchanges just because you've changed your mind after receiving the goods. Glues, tools and adhesives are not returnable sorry. Nor do we accept returns or exchanges on sale or discounted items or any item we've cut to length specifically for your order.

But we realise things do happen sometimes and should you wish to return any unprocessed item for any other reason we may be able to assist. We reserve the right to charge up to 15% re-stocking fee to cover our labour costs in processing the item/s in the first instance, and for re-processing the item/s as a return. We regret we don't accept any partial returns of units purchased. We also do not accept returns for any special orders or items you have had us specially bring in for you. Occasionally, items are discontinued or are on the way to being discontinued, and in this instance we also may not be able to accept the item as a return.

To return any item we will require you to securely bubble-wrap the item/s and then bind the bubble-wrap with tape, and send the return in a track & trace postal service to us (we are very specific about this as we have had items not arrive due to postal loss, and items arrive chipped and broken due to not being securely bubble-wrapped). Once received in 100% re-saleable condition we'll process the refund onto your original method of payment. 

If you require an exchange please place a new order, either through the e-commerce website or as an email or phone order. This will be sent as a completely new transaction and shipment.

FAULTY GOODS & REPLACEMENTS or REFUNDS 

If we consider any returned item to be faulty we will meet our obligations under the Consumer Guarantees Act and send a replacement to you free of charge. Please firstly send a photograph of the fault so that we can establish what has gone wrong. If you aren't able to provide a photograph, please contact us to describe what is wrong.

If the item you have received is faulty but is no longer available for replacement, we hope that you'll be able to choose another item to the same value, and if not, we will issue a refund to your original method of payment. This can take a day or two to show back into your account. 

With all due respect, occasionally a fault may not actually be a fault, but simply a mis-match in product ordered and delivered, against what was expected (eg - Clear rhinestones with no foiling were ordered and sent, when Crystal rhinestones with foiling on the underside where needed), hence a simple photograph is required. Thankyou for assisting us to remedy any fault that you've experienced. 

Overnight Shipping* (*Urban target. Rural target 2-3 working days) - $4.50 flat rate anywhere in New Zealand. Free Shipping for order over $200. International Free Shipping by Airmail for orders over NZD250 Phone and email orders also welcome - Friendly, helpful, expert advice. Sign up to our newsletter. Be informed about latest specials and news!

Testimonials

"Hello Donna, Thank you for sending those stones off. I look forward to using them on a few projects of mine! Your customer service is always exceptional and makes Rhinestones and Beads one of my favourite places to order from. I am very well thank you and I hope you are too! Thanks again."

- G.R. BRISBANE, AUSTRALIA

Donna Writes...