Refund policy
Refund & Returns Policy
We want you to love your FLOEA piece. If something isn’t quite right, please contact us and we’ll do our best to help.
30-Day Returns
We offer a 30-day return period for eligible change-of-mind returns. This means you have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must be unworn, unused, in its original condition and packaging, with any tags or protective materials still attached. Proof of purchase may also be required.
How to Request a Return
Before sending any item back, please contact us at hello@floeaverse.com.
Returns must be approved before being sent. Once your return has been accepted, we will provide you with the appropriate return address and return instructions.
Please do not send items back without prior approval, as unauthorised returns may not be accepted.
Change-of-Mind Returns
For change-of-mind returns, customers are responsible for the cost of return shipping.
For most small jewellery parcels returned within Australia, return postage may typically be around AU$10–20, depending on the carrier, parcel size, weight and destination. This is an estimate only; the actual shipping cost is determined by the chosen carrier.
We recommend using a tracked shipping service, as FLOEA cannot be responsible for return parcels lost or damaged in transit.
Original shipping charges are generally non-refundable for change-of-mind returns.
Earrings & Hygiene
For hygiene reasons, earrings that have been worn, tried on, or removed from sealed hygiene packaging cannot be returned for change of mind.
Earrings that remain completely unworn and in their original sealed condition may be eligible for return within the 30-day return period.
This hygiene restriction does not affect any rights you may have if an item is faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law.
Personalised, Engraved & Custom-Made Items
Personalised, engraved, made-to-order or custom-made pieces cannot be returned or exchanged for change of mind.
This does not affect your rights where an item is faulty, damaged, incorrectly supplied or does not meet applicable consumer guarantees.
Items That Cannot Be Returned for Change of Mind
Change-of-mind returns will generally not be accepted for:
- earrings that have been worn or removed from sealed hygiene packaging;
- personalised, engraved or custom-made pieces;
- items showing signs of wear, damage or misuse;
- items returned without their original packaging or essential components.
Faulty, Damaged or Incorrect Items
Please inspect your order when it arrives.
If your item is faulty, damaged in transit, or you receive the wrong item, please contact us as soon as reasonably possible at hello@floeaverse.com, preferably with your order number and clear photographs of the issue.
Where an item does not meet applicable consumer guarantees, your rights under Australian Consumer Law may include a repair, replacement or refund depending on the circumstances.
If we confirm that the product has a problem, we will reimburse reasonable return postage costs you have incurred where required. Please retain your postage receipt.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under Australian Consumer Law.
Our 30-day change-of-mind policy is an additional policy offered by FLOEA.
Refunds
Once we receive and inspect your approved return, we will notify you of the outcome.
If approved, your refund will be issued to your original payment method. Please allow additional time for your bank or payment provider to process and display the refund.
Return shipping costs and original shipping charges for change-of-mind returns are not refundable unless otherwise required by law.
Exchanges
If you would like a different item or size, please contact us first. Depending on availability, we may arrange an exchange or ask you to return the original item and place a new order.
Contact
For any return or refund questions, please contact:
FLOEA