Refunds & Guarantees
We want you to be happy with your purchase.
If you are not, we offer you a 100% money-back guarantee.
Please return to us in its original condition and packaging the unused product within 30 days of purchase.
Just contact us, letting us know you want to return the item and the order number, and we will respond with our Melbourne based delivery address so you can package it up and get it back to us. No questions asked.
As soon as the item has arrived in its pre-purchased condition, we will refund you using the same payment method you used to purchase the item. Please remember it can take some time for your bank or credit card company to process and post the refund.
We do not refund delivery costs unless the item is faulty or damaged.
Unfortunately, we cannot accept returns on sale items or gift cards.
Certain types of items cannot be returned unless faulty and damaged, like perishable goods (such as coffees and teas), personal care goods (such as beauty products and soaps), and for health reasons, earrings and masks.
Faulty or Damaged Products
As soon as your purchase arrives, please look at it and contact us immediately if the item is defective, damaged or if you receive the wrong item.
In your contact email, include;
1. A proof of purchase.
2. A photo of the product's defect/damage to evaluate if it needs replacement or repair.
Then return the product to us by getting it into the post within 14 days from alerting us of the problem. We will send you the Melbourne based return address when responding to your email.
Once we receive the faulty, damaged product, we will evaluate the issue and make it right as promptly as possible. We will either repair or replace the item and send it back with no extra charges. Or if this is not possible, we will fully refund you for the product and the delivery.
Our Quality Guarantee
We know our products are quality and some come with an extended guarantee. But for those that don't, we still take care of you by giving you a 30-day guarantee on the product's quality.
If, over the following 30 days post-purchase, with reasonable use and following our product care guidelines, your product becomes faulty, get in contact with us. See the faulty and damaged products section above for more details.
All Starfish Project jewellery is guaranteed 12 months from the time of purchase if you follow the product care tips. Please keep a copy of your receipt and contact us through the form below.
Joyn takes pride in their craft, and it is evident in the quality products they make. We will guarantee any Joyn product for a year from purchase. Our warranty covers defects in materials: leather and hardware such as snaps, zippers, buckles, rivets and craft.
As the leather is natural and recycled, it will occasionally have unique characteristics such as small scars, crease, and colour variations. These are what give it character.
Under this guarantee, we will repair or replace the item at no charge.
Get in touch
Frequently asked questions
Yes we do. They are quick and easy, earth friendly gifts you can send directly by email to your family and friends.
You'll find them here
Yes you can! In fact we love wrapping gifts. You will find the gift wrap offer in your cart and its as easy as a click of the 'Add" button! You will find a message box in the cart too for you to write a note for us to include with the gift on a gift tag.
You don't need to worry about the prices being left on. I always check that they are removed. Any other purchase related documents are sent to the email/SMS you leave with us as person creating the order.
We are a dedicated online store, which means everything we have is available for you to see on our website. Many of our range is either one of a kind or limited edition.
We want to support the makers and so if want something they offer, but we don't, please contact us. We will do our best to help you find it.
We love to share the stories of the makers. We do this on the website through the 'Meet the Maker' tab on each product page.
You can also find out much more about the makers through 'Our Makers' in the navigation bar at the top of the web page.
But the best way to get to know more about the makers is to join our community and get new stories each month
We have done much thought and research before selecting our brands. We want to be transparent about what the values are that guided our choices and communicate them easily for you to know. So on every product page are the icons to guide your choices.
The full description of each icon is found here.
Once you place an order and I have done a little happy dance, I carefully wrap it and arrange delivery. It most often takes me 24 hours to do this. (During weekday only, weekend orders are processed Monday).
You will then get from me an email or SMS to the address/number you gave us with a tracking code. It will tell you which courier your parcel is coming through, Sendle or Australia Post and a link to their tracking page on their website.
If you have not got this, check that it has not sneaked its way into your junk folder.
The courier usually sends you another email with further details which can confirm that you are also in their system.
Oh no! I am so sorry to hear that.
I am based in Melbourne and in recent months we have had some significant restrictions that have impacted the speed of deliveries being process. Our couriers are doing their best to ensure the safety of their staff and comply with the COVID work safety standards.
Please be patient. Allow an extra few days especially in these busy pre Christmas times mixed with COVID.
For more details about our delivery times estimates, have a look here