Returns Policy

We want every piece to feel right for you. If you need to make a return, you can lodge it directly through our portal below.

Lodge a Return

Returns Form

Please include our returns form when sending back any item. If printing isn’t possible, a handwritten note with your order details is accepted. Returns received without this information cannot be processed.

Download Returns Form

Change of Mind Returns & Exchanges

We offer change of mind returns and exchanges within a 30-day window from delivery. Returns are accepted for Store Credit only, and a 5% restocking fee applies to cover handling and administration. Once your request has been submitted, it will be reviewed within 2 business days and any further instructions will be sent via email.

We will only accept returns that have been booked through our returns portal. If you experience any issues accessing the portal, please contact us directly at hello@thetravellerseries.co.

All returned items must meet the following conditions:

• The item is unworn and in original condition, with no signs of wear including scratches, scuffs, or evidence of use
• All tags are still attached
• The item(s) are untangled
• The item has been returned in its original packaging
• Earrings and other pierced items cannot be returned for hygiene reasons
• Item is not part of an Archive or Sample Sale
• Item is not a custom piece

We reserve the right to reject returns not satisfying the above conditions. Unauthorised returns will be sent back to the customer at their own cost.

Store Credit

Returns are processed within 2 business days of receipt at our warehouse. Your Virtual Gift Card will be emailed to you upon finalisation.

Store credit does not expire and can be applied to future purchases, including promotional orders.

You’ll receive an email confirmation once your return has been processed.

Exchanges

Exchange orders will be dispatched once your return is received or in approved cases, lodged with the carrier. 

If you’re exchanging a gift, please reach out to us at hello@thetravellerseries.co and we’ll guide you through the process.

Promotional & Bundled Orders

Some orders include a complimentary item gifted on the condition of a qualifying purchase — such as a free item with a minimum spend, or a buy-one-get-one offer. If the qualifying item is returned, the complimentary gift must also be returned. If it is not, the full retail value of the gift will be deducted from your store credit.

Natural Materials

By purchasing our products, you acknowledge that not every piece will look identical due to the natural and handmade nature of our jewellery. Our pearls and raw birthstones are real and naturally formed.

We do not accept returns for natural cosmetic variation inherent in real pearls and raw birthstones, such as surface texture, colour shifts, or minor size differences.

If your item has arrived damaged, please contact us within 48 hours of delivery with photos of both the item and its packaging. Claims for damage reported outside this window may be reviewed on a case-by-case basis. We reserve the right to decline claims where damage is inconsistent with a manufactu

Faulty Items

We are diligent in ensuring every piece arrives in perfect condition. In the unlikely event that your item arrives faulty, please lodge a claim within 30 days of delivery. For faults that develop over time, please contact us promptly upon discovery.

Lodge your return via our portal with supporting images. Approved faulty returns include fully covered return shipping.

Warranty

We offer a 6-month store warranty covering replacements and repairs on all full-priced pieces.

This store warranty does not apply to sample, sale, or archive items.

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