Warranty Policy (Jewellery)Updated 3 hours ago
What is the Warranty Policy?
We want you to love your Alf. That's the whole point. If something isn't right, here's how we make it right.
Our warranty covers how your jewellery is made. How the gold plating wears over time depends on how it's worn, which is why our Care Guide sits alongside it.
What counts as a manufacturing fault?
For 3 months from the day your order is delivered, we cover faults in materials or workmanship. That includes:
- Clasps that won't close, won't release or come away from the chain
- Jump rings, links or solder points that open or break
- Pearls or stones that come loose from their setting
- Earring posts or fastenings that fail
Your rights under the consumer law in your country still apply. Our warranty doesn't limit or replace them.
The warranty applies to full-price and sale purchases alike.
What isn't covered
Gold plating is a fine layer, and it softens gradually with wear. That's the nature of plated jewellery rather than a fault, so our warranty doesn't cover:
- Gradual wear, tarnishing, fading or discolouration of the plating
- Damage from water, sweat, salt water, chlorine, perfume, lotion, hairspray, hand sanitiser or cleaning products
- Scratches, dents, bending or stretching that happen after delivery
- Lost pieces, including a single earring, charm or pendant
- Repairs, resizing or alterations by anyone other than Alf, unless we've arranged them
- Natural variation in the shape, tone and markings of baroque pearls, blue quartz and blue spot jasper
- Pieces received as a gift with purchase
If your plating has worn unusually early, let us know anyway. We'll look at every case individually.
Earrings
Earrings are final sale. For hygiene reasons, we can't accept returns on earrings.
If an earring arrives faulty or develops a manufacturing fault within the warranty period, we'll still make it right, as with every other piece.
How to make a claim
If you think your piece has a manufacturing fault, get in touch as soon as possible within the warranty period. Please contact our team in Australia via the form below or email us at [email protected] with your order number and a few photos of the fault, or fill out the form below.
- Our team will review your photos and let you know the next steps
- If we need to see the piece, we'll advise the best way to send it and cover reasonable shipping costs.
- Where a repair is possible, we may arrange a reimbursement for any repair costs with a local jeweller
- If a repair isn't possible, we'll offer you a replacement or a refund, or store credit if you'd prefer.
If our review finds the damage comes from wear and tear or misuse rather than a manufacturing fault, we can't offer a refund or cover shipping costs.