Refund policy

At Linden & Frances, we want you to feel confident when ordering your jewellery. If you've selected the wrong size or your purchase isn't quite right, we offer 14-day exchanges for store credit on eligible items.

Exchanges

Eligible jewellery can be exchanged for store credit within 14 days of delivery.

This includes exchanges if you've selected the wrong necklace length or ring size. We offer this option because we understand that choosing the right length online isn't always easy.

To request an exchange, please email admin@lindenfrances.com.au with your order number and the item you wish to exchange.

Once your exchange has been approved:

You will need to return the item to us using a tracked postage service at your own expense.
The item must be returned within 7 days of exchange approval. Please email us the tracking number.
Store credit will be issued once your return has been received and inspected.
Store credit will be equal to the paid value of the returned item and does not include the original shipping cost.
You can then use your store credit to place a new order for your preferred item or necklace length.
Shipping on your new order is the customer's responsibility.
If your new item costs more than your store credit, you can pay the difference at checkout.
If your new item costs less, any remaining store credit can be used towards a future purchase.

Earrings cannot be exchanged due to hygiene reasons.

Return Conditions

For an exchange to be accepted, the item must:

Be in its original condition and packaging
Be unworn
Be free from damage, marks, alterations or signs of use

We recommend retaining your tracking information and lodgement details until your return has been processed. Linden & Frances is not responsible for change-of-mind returns that are lost or damaged while being returned to us.

Faulty or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible with your order number and clear photos of the issue so we can arrange an appropriate solution.

Items that show signs of wear, misuse, accidental damage or improper care may not be considered faulty.

Your rights under Australian Consumer Law are not affected by this policy.

Product Variations

Some items have unique patterns and natural variations. For example, abalone, Trio Pendants, pearls, agate, Dalmatian stones and other pieces may vary in pattern and colours from the displayed product photographs.

These individual variations are not considered a fault.