RETURNS & EXCHANGE
CONTACT US
Feel free to get in touch with our Customer Service team by dropping us an email at info@rusticlane.com.au Our dedicated customer service reps will promptly respond to your inquiries!
RETURN GUIDELINES
Our goal is to provide excellent service. If you discover any discrepancies in your order, reach out to us within 10 days of receiving your product, and we'll swiftly address the issue.
Once you contact us, a Rustic Lane support agent will evaluate the matter and provide a complimentary return label if the mistake lies on our end. If the error is not ours, the customer will cover the shipping fees.
All items must be returned in their original packaging, including all original items and packing materials. This is crucial for a smooth return/exchange process. Ensure all items are returned within 10 days of contacting our support team. Items bought during a holiday sale or promotion are not eligible for a full refund but can be exchanged or returned for store credit. After we receive the physical item, please allow up to 21 days for us to process your exchange, recreate any hand-finished piece, and then ship it back to you.
- Replacement products will only be crafted and shipped after we receive the original items in their original box with any accompanying merchandise.
Items returned without approval from the customer service team will not be accepted at our facility.
All returns & exchanges, unless for a damaged or defective product, are the customer's responsibility. Due to the nature of Sterling Silver, the product warranty covering free exchanges for broken jewellery is applicable only up to 6 months after the date of delivery. Orders outside of this date range are assessed on a case-by-case basis.
REFUNDS AND CANCELLATIONS
Most new, undamaged, and unused items can be returned within 15 days of delivery for a full refund. If it's our error (e.g., an incorrect or defective item), we'll cover the return shipping cost.
Products received as part of a holiday sale/promotion are non-refundable. However, they can be exchanged for a similarly priced item or for store credit. Items received as part of a giveaway must be included in any exchanges. Each exchange is handled on a case-by-case basis.
Returning products with the intention of repurchasing at a discount during a promotion is not allowed. Returns & exchanges requested during our promotional period will be processed after the promotion ends. If a customer requests a refund and has two orders with the same products, the lesser value order will be refunded.
Please allow about three to four weeks for your refund to be processed after handing your package to the shipping handler. However, in many cases, your refund will be processed more quickly. This includes approximately 5-10 days of transit time for us to receive your return item, about 3-5 business days to process your return, and the time it takes your bank to process our refund request, usually about 5 to 10 business days.
If, after attempting to resolve the issue, you remain unsatisfied with your product, we'll gladly review your situation, accept returns, and issue a refund (on a case-by-case basis). All refund and return requests must be received within 7 days of the original delivery date. Unless it's an error on our end, all returns and refunds are subject to a 30% restocking fee.
CANCELLATIONS AND ADJUSTMENTS
Note that some of Rustic Lane's merchandise is unique and made-to-order. However, you can contact us to cancel or edit your order within 24 hours of placing it, excluding any rush orders.
TO EDIT AN ORDER:
Get in touch with a Rustic Lane support agent, and they'll note the changes for you, sending a confirmation email once the order is adjusted.
TO CANCEL AN ORDER:
Contact a Rustic Lane support agent, and they'll help you initiate a refund and cancel the order. You'll be notified when the refund has been processed. Cancellations beyond the 24-hour window are subject to a 30% restocking fee.
WHERE DO I SEND AN EXCHANGE?
For exchanges or returns, please contact our Customer Service team using the contact form or email us anytime at info@rusticlane.com.au.