Refund policy

We want you to adore your Carolina Belmar piece. However, we understand that buying jewellery online can be tricky.

Our "Change of Mind" Policy

Please choose carefully as we do not offer refunds if you simply change your mind or if the style doesn't suit you.

However, we are happy to help you find the perfect piece. If you change your mind, we offer:

  • Exchanges: You may exchange your item for a different size or style of equal or greater value.
  • Store Credit: If you cannot find a suitable exchange immediately, we will issue a Store Credit valid for 12 months.

Return Window: You must initiate your return or exchange within 14 days of receiving your order.

Conditions of Return

To be eligible for an exchange or store credit, your item must be:

  1. Unworn and Unmarked: The item must be in its original, pristine condition with no scratches, signs of wear, or damage.
  2. Original Packaging: Returned in the original Carolina Belmar box and pouch.
  3. Hygiene Safety: Due to hygiene reasons, we cannot accept returns or exchanges on pierced earrings unless they are faulty.

Non-Returnable Items:

  • Earrings: (For hygiene reasons).
  • Custom & Bespoke Pieces: Items that have been custom-made, personalized, or resized specifically for you are Final Sale.
  • Sale Items: Items purchased during a sale or promotion are eligible for Store Credit only (no direct exchanges).

Shipping Costs

  • Exchanges (New Zealand): We want to make sure you get the right fit. If you are exchanging an item (e.g., for a different ring size), we will cover the cost of the return shipping and the shipping of the new item to you. Please contact us to receive your pre-paid shipping label.
  • International Returns: International customers are responsible for all return shipping costs. Please see the "International Returns" section below for important customs information.

Faulty Items (Consumer Guarantees Act)

Our jewellery is crafted to last, but if an item arrives defective or develops a manufacturing fault, we will meet our obligations under the New Zealand Consumer Guarantees Act 1993.

  • Assessment: Please contact us immediately if you discover a fault. We reserve the right to assess the item to determine if the fault is a manufacturing defect or the result of wear and tear.
  • Remedy: For minor faults, we will repair the item free of charge. If the item cannot be repaired, we will offer a replacement or refund.
  • Exclusions: This guarantee does not cover damage caused by accident (e.g., snapped chains from pulling), misuse, exposure to chemicals (perfumes, chlorine, sulphur), or normal wear and tear (e.g., plating fading over time).

How to Initiate a Return or Exchange

  1. Email Us: Contact us at info@carolinabelmar.com within 14 days of delivery. Please include your Order Number and specify if you would like an Exchange or Store Credit.
  2. Receive Label (NZ Only): If you are exchanging an item within NZ, we will email you a pre-paid courier label.
  3. Pack Carefully: Jewellery is delicate. Please ensure the item is securely packaged in its original box and a protective outer parcel.
    • Note: If you are shipping an item back at your own expense (International or Sale Items), we strongly recommend using a trackable service. We are not responsible for returns that are lost in transit.

International Returns

International customers must pay for return shipping. Important for Customs: You must mark your return shipment clearly as "RETURNED GOODS - NO COMMERCIAL VALUE" on the commercial invoice and customs declaration.

  • If you fail to do this, the package may incur New Zealand import duties and GST.
  • Any customs duties or taxes charged to Carolina Belmar due to incorrect labeling will be deducted from your store credit or exchange value.