Les Néréides Returns Policy

Your satisfaction matters to us. This policy explains how returns work — whether you’ve received a faulty item, an item that doesn’t match its description, or you’ve simply changed your mind.

About our handmade jewellery

Every Les Néréides piece is handmade by skilled artisans. This is part of what makes each piece special — but it also means small variations between individual pieces, and between a piece and the image shown on our website, are a natural feature of the craft rather than a fault. You may notice slight differences in:

• enamel colour, saturation or finish;
• the placement of hand-painted details;
• the position of individual stones, pearls or charms; and
• the finish on metal components.

These variations are inherent to handmade production and do not affect the quality or wearability of the piece. They are not considered faults.

This does not affect your rights if a piece arrives damaged, has a defect that affects its wearability, or departs significantly from how it was described on our website — please see the section below.

Caring for your jewellery

Every Les Néréides piece is delivered with a care instructions card, and our full care guide is available here. Les Néréides jewellery is delicate by design — the enamel, hand-painted details and metal plating are beautiful, but they need a little looking after.

We are not able to accept returns or remedy damage where the damage has been caused by:

• contact with water — including showering, swimming, bathing or washing hands while wearing the piece;
• contact with perfume, hand sanitiser, hairspray, cosmetics, cleaning products or other chemicals;
• impact, dropping, pulling, bending or other rough handling;
• storage that allows pieces to rub against each other or against hard surfaces; or
• any other use or treatment that goes beyond reasonable, careful wear of delicate fashion jewellery.

This is consistent with the Australian Consumer Law, which does not require us to remedy damage caused by misuse, accident, or a failure to take reasonable steps to care for the item.

This does not affect your rights for issues unrelated to care or use — for example, a manufacturing defect present from the outset, or a piece that fails earlier than a reasonable consumer would expect of delicate fashion jewellery cared for in accordance with our care guide.

Faulty, damaged or misdescribed items

If an item turns out to be faulty, damaged, or different from how it was described — whether the issue is apparent on arrival or appears later within a reasonable period given the nature of the item — please contact us with your order number and photos of the issue.

• For minor problems, we’ll offer to repair, replace or refund the item. The choice of remedy in that situation is ours, but we’ll always discuss what works best for you.
• For major problems — for example, the item is significantly different from its description, or has a fault that can’t be fixed within a reasonable time — you can choose between a refund to your original payment method or a replacement of the same item if available.
• We’ll cover return shipping for any item we’ve agreed has a consumer guarantee issue. You don’t need to keep the original packaging to make a claim, though it’s helpful if you have it.

This applies equally to sale and discounted items.

Manufacturer’s warranty. In addition to your rights under the Australian Consumer Law, every Les Néréides piece carries a one-year manufacturer’s warranty from the date of purchase. This warranty is separate from, and additional to, the consumer guarantee rights described above — it does not replace them or limit the period in which a consumer guarantee claim can be made.

Repairs

Some faults can be repaired rather than replaced — and for delicate, hand-finished pieces, repair is often the best outcome because the original artisans can match enamel, paintwork and finish.

All Les Néréides repairs are carried out at our workshop in Paris. Because pieces need to be shipped to Paris and back, the full repair process generally takes 4 to 6 weeks from the date we receive the piece. We’ll keep you updated throughout.

A few things to note:

• If you’d prefer not to wait 4–6 weeks, please tell us — for minor faults we may be able to offer a replacement or refund instead. The choice of remedy in that situation is ours, but we always try to find an option that works for you.
• For major faults, you’re entitled to choose a refund or a replacement rather than wait for a repair — this is your right under the Australian Consumer Law.
• If a repair doesn’t resolve the problem, or the process takes longer than a reasonable time, please come back to us and we’ll discuss alternative remedies.

Change of mind

If you’ve simply changed your mind, we’re happy to offer an exchange or store credit within 7 days of receiving your order, provided the item is:

• unused, undamaged, and in its original condition;
• in its original packaging with all labels and tags attached; and
• accompanied by proof of purchase.

Refunds to the original payment method are not available for change-of-mind returns.

The following items can’t be exchanged for change of mind, for hygiene or practical reasons:

• earrings for pierced ears;
• gift cards.

Shipping costs are not refundable on change-of-mind returns. If a parcel is returned to us marked “Return to Sender” or because of an incorrect address, a $10 redelivery fee applies.

How to return an item

Please contact us before sending anything back, so we can authorise the return and confirm the address.

Please include:

• your order number (at the top of your confirmation email);
• your name and contact details;
• a description of the item and the reason for return;
• whether you’d like a repair, replacement, refund, exchange or credit; and
• photos, if the item is faulty or damaged.

You can also drop items off in person, or send your return to:

If something goes wrong

If we can’t resolve a return to your satisfaction, you can contact NSW Fair Trading for help, or visit the ACCC website for general information about your consumer rights.

For further assistance, please contact our support team at info@lesnereidesaustralia.com.au.