Returns, Exchanges and Cancellations

Aester & Pearl will fulfill your request for an order cancellation within 24 hours immediately after your order has been placed. To cancel your order, please email us as soon as possible at sales@aesterandpearl.com.au. Aester & Pearl will not cancel orders after more than 24 hours from the time they were placed.

In the extremely rare case that you find that your items are clearly damaged upon opening your package, we will offer you a refund or replacement for those items. Aester & Pearl will accept returns of such jewellery items as long as they are unworn and in the original condition and packaging they arrived to you in. Ensure that you contact us within three days of receiving your delivery at sales@aesterandpearl.com.au otherwise, we will not issue refunds, accept returns, or send replacements. Please provide details including your name, order number, as well as pictures and a description of the damaged item.

If you're unhappy with your item once you’ve received it, please inform us immediately. We will do our very best to resolve any issues you may have. Please note that we do not accept returns or give refunds on certain custom items (e.g. one-of-a-kind custom earrings specially designed and made for you) except in extremely rare circumstances, like when damage during delivery might occur.

As all of our products at Aester & Pearl are bespoke handmade goods, it isn’t unusual for some small imperfections or inconsistencies (within the range that is considered normal for a bespoke handmade item) to occur. These may include very tiny bubbles, a hint of the artist’s fingerprint, slight variations in colour from what you see on screen, slight variances in earring drop length, or other small “beauty marks” that do not affect an item’s functionality or aesthetic charm. Note that genuine freshwater pearls and crystals come in all sorts of organic shapes and sizes and will often have natural blemishes. The beauty of Aester & Pearl jewellery is that each piece is truly one of a kind. No two Aester & Pearl beads, natural pearls nor crystals are perfectly identical - they are perfectly imperfect like all of the beautiful wonders bestowed to us by Mother Nature.

We strongly encourage you to give your Aester & Pearl pieces some extra love and care. Whilst our pieces are of high-quality standards, they are delicate and must be handled with the correct care. Gold-filled and plated findings (particularly earring posts and wire components) can be bent easily because gold is malleable in nature. Furthermore, if you scratch, bend or tug on the components, they could break. Please handle and store every Aester & Pearl piece carefully. In the rare event that something does break, we will happily replace (if possible) or fix your much loved Aester & Pearl pieces. Please let us know by emailing us at sales@aesterandpearl.com.au. In the event that you lose one of your Aester & Pearl earrings, please feel free to contact us (using the same email address above) if you wish to buy a single earring to match the one that is lost. Please refer to our Jewellery Care page for tips on how to care for your items.

Aester & Pearl is not liable for the time it takes for Australia Post to process an item once we have transferred it from our hands to theirs. Nor is Aester & Pearl liable for any packages that are lost whilst en route to you via Australia Post. We do not issue refunds for packages that are lost in the delivery process. We will, however, issue you store credit for the purchased item. As soon as we pass your order on to be delivered, we are not responsible for issues that may be caused by Australia Post, including delayed delivery, lost items, stolen items, etc. Refer to our Shipping & Delivery page for further information. Should issues with the delivery of your order arise, please contact Australia Post for further details and assistance.