Utopian Creations ◆ Customer care
Returns & exchanges
Buying fine jewellery online takes trust. Here’s exactly how returns, exchanges and refunds work at Utopian Creations — in plain terms, so you know where you stand.
The guarantee
7-day money-back guarantee
On eligible pieces, you have seven days from delivery to return or exchange for a full refund — whether you’re in Australia or overseas. It’s our way of making sure you can buy with confidence.
Eligible pieces
The guarantee applies to standard, ready-to-wear jewellery bought through our website. You may return an eligible piece within seven days of delivery for a full refund, or exchange it for something else.
Returned as new
To be eligible, a piece must come back unworn and in as-new condition, in its original packaging. Please contact us first so we can arrange the return properly — don’t post anything back without speaking to us.
Exclusions
The change-of-mind guarantee doesn’t apply to custom-designed, engraved or personalised pieces; layaway orders; previously exchanged items; earrings (for hygiene reasons); or any ready-to-wear ring that has already been resized. More on rings and resizing below.
How and when
Once your return reaches us and we’ve confirmed its condition, we process your refund to your original payment method within five business days. Your bank or card provider may take a little longer to show it.
Getting it back to us
Return postage & insurance
A returned piece is valuable and needs to travel safely. We handle that for you.
Insured return postage on us
For change-of-mind returns, we cover the cost of getting your piece back to us. We’ll arrange an Australia Post Express return with signature on delivery, fully insured — so you’re never out of pocket and your piece is protected in transit. Just contact us and we’ll send everything you need.
Overseas returns
The seven-day guarantee is open to international customers too. Returns must travel by a tracked, signed and insured express service. [Placeholder — confirm with Amy: who bears any import duties or taxes on a piece returning to Australia, and whether original outbound duties are refundable, before this line is published.]
Rings
Rings, resizing & returns
Rings have one extra thing to know, because resizing and returning interact.
Resize and you can’t return
A ready-to-wear ring comes with the same seven-day guarantee — but once it has been resized, it can no longer be returned, because it’s been altered to fit you. So if there’s any doubt about size, confirm it before we resize, not after. Every ring also includes one complimentary resize in the first two weeks; the full details are on our ring sizing page.
Made to you, so not returnable
A bespoke ring is designed and made to your size and specification, so it can’t be returned for change of mind. It does carry the same complimentary two-week resize, and of course your consumer guarantee rights below still apply.
If something’s wrong
Faulty pieces & your consumer rights
Your rights come first
Everything above is a guarantee we choose to offer, on top of your rights under the Australian Consumer Law. Those rights can’t be reduced or removed by any policy of ours. If a piece is faulty, not as described, or doesn’t do what we said it would, you’re entitled to a repair, replacement or refund — and the seven-day window and as-new conditions above don’t apply to a genuine fault.
We’ll make it right
If you believe a piece is faulty, contact us and we’ll sort it out — including covering return postage for a genuine fault. Many issues are also covered by our lifetime manufacturing warranty; if it’s a workmanship or manufacturing matter, that’s usually the right path. Get in touch and we’ll point you the right way.
Need to arrange a return?
Get in touch and we’ll walk you through it — arrange insured return postage, confirm your options, and answer anything the page above didn’t.
UTOPIAN CREATIONS · 20 EBENEZER PLACE, ADELAIDE
These terms cover the ordinary run of things. Every piece is different, so if your situation isn’t answered here, please just ask — we’d always rather talk it through. This policy is offered in addition to your rights under the Australian Consumer Law and does not limit them.