RETURNS PORTAL
Process your return or exchange through our online returns portal. Please read through our full terms and conditions below, prior to processing your return.
Customer Support
[61] 459 264 810
support@merchantsofthesun.com.au
Looking to exchange?
Return Policy
EXTENDED RETURNS
To make your holiday shopping stress-free, we’re offering an extended returns policy for orders placed from November 1st to December 31st.
This means you have until January 31st to exchange your items, giving you extra flexibility during the festive season.
As always, returned items must be unworn, in their original packaging, and in perfect condition. This excludes earrings, studs, sleepers, or engraved pieces. For any questions or assistance, please reach out to our team at support@merchantsofthesun.com.au. We're here to make sure your experience is seamless and satisfying.
TO BE ELIGIBLE FOR A RETURN:
We offer exchange's on all orders within 30 days of delivery.
Items must be in original packaging and unworn condition. Please be careful when trying items not to damage the metal.
If the item being returned does not comply with the above standards, the customer will be contacted directly.
Please note this does not include the purchases of earrings, studs, sleepers or engraved pieces.
For information on refunds please see the section below. Please contact support@merchantsofthesun.com.au for all enquiries.
FOR WARRANTY & CLOSE THE LOOP PROGRAM
Please click here
If you have owned the product for more than 30 days please use this link.
We offer exchanges on eligible orders for another size or product, subject to availability.
Customers are responsible for all associated return costs.
Due to the popularity of our range, we cannot guarantee that we will have the requested size in stock to exchange. Unfortunately, we also cannot set items aside for exchanges. To ensure you can successfully exchange and receive your new item, we recommend processing and shipping your return to us ASAP.
If we cannot fulfil your exchange request, we will contact you to work out a satisfactory outcome.
All full price items (excl. earrings) can be returned within 14 days of your delivery date for a refund.
Customers are responsible for all associated return costs.
Funds generally take 3-5 business days to clear back into the original payment method used to place the order. Please contact support@merchantsofthesun.com.au for all refund enquires.
When using Afterpay/Klarna/Zip or another BNPL service, you have the option to return one or all of your items for a refund.
If you return your items before the first Afterpay/Klarna/Zip payment is due, these amounts will be removed from your Afterpay/Klarna/Zip plan and you will not have to pay for them.
If the payments have already been made when you return the items, the amounts will be removed from your Afterpay/Klarna/Zip payment plan and/or the initial payment refunded. It's important to monitor your payment schedule while your return is in transit back to us as Afterpay/Klarna/Zip charge additional fees for any overdue payments.
If you do not wish to return your full order, we are able to remove the returned items from your Afterpay/Klarna/Zip payment plan. Your original instalment amounts will remain the same and your final payment/s will be less or cancelled, depending on the return amount.
To view your updated payment schedule, simply log in to your Afterpay/Klarna/Zip account.
For any issues associated with your BNPL account or additional fees, please contact the service of your choosing.
Store credit can be used to make a future purchase, valid for 3 years from date of issue. Store credit cannot be refunded or exchanged for cash.
Please note that a store credit does not include any previous shipping charges.
For gift cards received under promotion (e.g. survey, giveaway etc.), only one can be redeemed per order.
To return an order purchased outside of Australia, please contact support@merchantsofthesun.com.au
Duties, taxes, and VAT are not refunded on international returns.
Once we have approved your request, we will provide information on how to return your package.
Fees may apply.
All Archive Sale items are final and are not eligible for a return/refund unless faulty (subject to approval).
To ensure we leave nothing behind, we are offering $40.00 in store credit for any pieces you wish to recycle. We will accept all Merchants jewellery that has been owned in a new, used or damaged condition even if it is outside of our warranty period of 12 months.
Whether you’ve outgrown a piece physically or let go of a piece emotionally, send your silver and gold back to the House of Merchants. We will then send all stock back to our production house to be melted down to reduce our sourcing amounts for future collections.
If you aren't ready to let go of your Merchants pieces but they need a little freshen up, come into the House of Merchants and we will reshape your rings for you for no extra charge.
For those who don't live close by, send us a message and we will refer you to a local jeweller or accessories store for the same service.
For faulty pieces, please get in touch with us. If your item has been purchased within the past 12 months and we deem the fault is due to manufacturing, you can send it back to us for recycling and we will send you a replacement, you will just need to cover shipping.
If your product is still in warranty and we deem the product not to be a manufacturing fault and you can send it back to us for recycling through our Close The Loop Program and we will offer $40 store credit. We note the customer is responsible for the price of return shipping.
Due to the personalised nature of engraved pieces, we don’t accept returns or exchanges for change of mind.
These items are still recyclable, and you can still send them back as part of the Close The Loop program.
To avoid delays or issues, please triple check your engraving request before placing an order.