Our Terms & Conditions
The purchase of your Grew & Co jewellery confirms that you have been provided with appropriate care information, spanning the proper wear, care and maintenance of your piece. You acknowledge that by purchasing an item, you agree to Grew & Co terms and conditions, including our production and delivery timelines, and returns, warranty and repair policies.
For those pieces purchased as a gift, we recommend the receiver visit Grew & Co in-store, by virtual consult or to reference our Jewellery Care Guide to ensure optimal maintenance and longevity of their design.
All Grew & Co jewellery pieces are crafted at our in-house Sydney workshop. Please allow:
- Six weeks for bespoke engagement rings and custom pieces
- Four weeks for both men’s and women’s wedding bands
- For Grew & Co collection pieces, resizing of ready-to-ship items can take up to two working days
- For Grew & Co bespoke pieces, please allow two weeks for resizing.
On rare occasions where lead times may vary the customer will be notified.
We strive to accommodate our clients and if you require a shorter time frame for your piece, please get in touch with us as soon as possible to confirm options at email@example.com
All final payment is due upon the completion of the jewellery piece as per your invoice. We accept all types of card payments in-store, online and over the phone. Alternatively, bank transfer with our details will be provided to you.
All shipping is an additional cost to the customer and provides parcel tracking. Once an item is shipped, customers will be notified of the tracking number and progress of the parcel directly from Australia Post or DHL. Please ensure all information you have provided is correct as Grew & Co is not responsible for failed deliveries due to address and other input errors. Grew & Co will not replace or refund for parcels that have been scanned as delivered and signed for.
For Australian orders, Australia Post’s Express Post service guarantees Next Day Delivery within designated areas. Click here for more information on timings specific to your location. Please note we do not authorise deliveries to PO box addresses.
We ship worldwide using DHL, which can take up to 10 business days depending on location. The international shipping fee is determined by the carrier and is an additional cost quoted at the time of order. Please click here to chat to DHL on delivery times specific to your location.
Please note that duties and taxes for all international orders are the responsibility of the client. All international packages are subject to taxes and duties upon delivery in your country or territory. Grew & Co is not responsible for the cost of your item clearing customs. This is a separate expense covered by you, the client. Taxes and customs charges vary depending on each country and the value of the item(s). Please note that our shipping quotes therefore exclude these duties and taxes. Please contact your local customs office for more information.
If you’d prefer to pick up your jewellery at our Sydney store, scheduled collection times can be arranged via email.
For further information on the delivery or collection process, please contact our Customer Care team at firstname.lastname@example.org.
RETURNS & EXCHANGES POLICY
Eligible purchases can be exchanged for a store credit, issued in gift card form, if exchanged within 14 days of pick up or delivery. The value excludes postage fees where applicable and is subject to a 20% restocking fee once the item(s) has been inspected. Store credit is valid for 12 months. Jewellery will not be accepted for exchange and credit if it is damaged or has been worn. Refunds are not permitted.
Resized or customised jewellery and made-to-order bespoke pieces are final sale and ineligible for returns.
Your item is eligible for an exchange if it meets the following criteria:
- It is not customised, altered or a bespoke Grew & Co piece
- The item is returned in its original condition; unworn, undamaged and in original packaging
- It is returned within the specified 14-day timeframe from pick up or delivery
- The order is returned without any damage from transit at the customer’s end
Grew & Co will confirm an exchange upon inspection of the received item. Should any of the above criteria not be met, we have the right to refuse the exchange and arrange a return at the customer’s expense.
For bespoke Grew & Co pieces, a 50% deposit is required to begin production and the remaining 50% is required within seven days of completion of the order. Deposits are non-refundable and if the item has not been fully paid for or collected within eight months, the piece becomes sole property of Grew & Co.
We do not offer refunds for shipping costs, card fees or items damaged in shipping. If your jewellery is damaged on delivery, we require appropriate documentation to determine if a replacement or repair is required. Please take detailed photos of the outside of the box, packaging materials and damaged item(s) then email email@example.com within seven days of delivery.
To arrange a return or for more information, please contact our Customer Care team at firstname.lastname@example.org.
RESIZING, REPAIRS & WARRANTY
The Grew & Co team want your ring to be the perfect fit. If you’re NSW-based, we urge you to visit us to be sized up by a jeweller in store. For our international clients, please get sized by a local, reputable jeweller and send us your size over email. Grew & Co is not responsible for incorrect sizing by third parties.
For those wanting to surprise a loved one, we can almost accurately estimate the ring size with a few clear photos of the recipient’s hands and their height measurement. In these instances, if the ring size needs a slight adjustment the first resize is complimentary.
Please note: the customer is responsible for the return shipping of the order.
FAULTS & CARE
Each and every Grew & Co jewellery piece undergoes many rounds of quality control before being sent to a customer. However, manufacturing faults can happen.
If you believe you have received a faulty product, please get in touch with us immediately to notify us of the fault. After a careful assessment by a qualified jeweller, we will advise you of next steps.
Please include the below information in your email:
- Your invoice number
- Your full name and address
- Photographic evidence of the fault along with a brief written description
Please ensure each jewellery piece being returned is packaged safely to avoid damage during transit. Damaged goods due to poor packaging is the responsibility of the sender and Grew & Co has the right to refuse the item and send back to the customers at their expense.
General wear and tear due to normal use is not considered a fault or covered by warranty. Each jewellery piece is delicate and unique in nature and should be handled carefully and accordingly; please refer to our Jewellery Care Guide for specific information on maintenance of your item. While diamonds and gemstones are ‘hard’ they can be broken and chipped if the wearer isn’t following proper care. Stones in this condition are not covered under warranty. Similarly, diamonds and gemstones that have become loose or lost due to damage are not covered under warranty and will be quoted for replacement or repair.
Grew & Co will cover the cost of repairs under normal wear for the first six months after purchase. However, if your ring is noticeably damaged due to improper care or any other manner, we can repair the ring at cost. We offer complimentary stone assessment and cleaning to Grew & Co clients.
After the first six months, Grew & Co will perform repairs for a fee. Repair costs will vary on a case-by-case basis and a quote will be provided for agreement prior to repairs commencing.
If Grew & Co jewellery is worked on by other jewellers or jewellery companies the item(s) will no longer be covered under warranty. It is strongly advised that all Grew & Co jewellery be returned to our workshop for a proper assessment.
HOME & OBJECT
For items purchased from the Home + Object range, Grew & Co will provide an exchange or store credit if the item is not used or damaged, in the original packaging and returned within 14 days of purchase. Refunds are not permitted.