REFUND POLICY


OVERVIEW

A'EL ESTE by ASHLEE LAUREN pieces come from a place of love, so we want you to be truly happy with your choice. However, we understand that sometimes things just don't work out how we imagined. We want you to take some care choosing your piece, as we do not offer full refunds due to the nature of the products. 

But some good news! We do offer store credits or exchanges, and there is a 2 year expiry on these.

We will accept your return within 5 days of your order's arrival*  All returns must be in their original packaging with tags attached, and unworn and in original condition. Returns are replaced with an exchange or a store credit. Please email - hello@aeleste.com.au - with your return request within 5 days of the date your item was delivered. 

The returnee is responsible for any additional shipping charges. We are not responsible for any return packages not received. We recommend organising Tracking Information with your nominated courier provider.

Please allow 5-7 business days for the credit to your account and sometimes a little longer if you need an exchange. 

You will be emailed a unique code to use on the website in the future. Please note that we do not accept liability for shipping loss or damage of returned goods. 

INTERNATIONAL ORDERS

We cannot refund international duties and taxes. For more information on reclaiming international duties and taxes, please contact your local customs office. 

FINAL SALE

*Sale items, all earrings and items purchased using a promotional code are final sale cannot be returned or exchanged. Custom designs (“CUSTOM COUTURE”) are not eligible for return, these items are a final sale. For more information about our custom designs please visit the custom couture website page. 

 

REFUND POLICY of A'EL ESTE by ASHLEE LAUREN

This Refund Policy ("Policy") applies to the following purchases: Millinery, Accessories, Bridal Wear (all classified as non Couture items).  

SECTION 1. GENERAL

(a)  We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy ("Policy").

(b)  Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.

(c)  Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

SECTION 2. AUSTRALIAN CONSUMER LAW

(a)  Under the Australian Consumer Law:

(i)  Our goods and services come with guarantees that cannot be excluded
under the Australian Consumer Law. For major failures with the service, you are entitled

(A)  to cancel your service contract with us; and
(B)  to a refund for the unused portion, or to compensation for its reduced value.


(ii)  You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

(b)  We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.

(c)  The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

(d)  If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

(e)  Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

(f)  If a product or service which you purchased from us has a major failure (as
defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

(g)  If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

SECTION 3. CANCELLATION AND CHANGE OF MIND

(a) In the event that you receive the products or services you have purchased, as stated, but that you simply change your mind, we may, at our discretion, offer you a refund or exchange, provided that:

(i)  You notify us within 5 days of receipt via customer service in written form
(ii)  In the case of services, the services have not already been performed.
(iii)  The following conditions are satisfied: All returns must be in their original packaging with tags attached, and unworn and in original condition.


SECTION 4. PRODUCTS DAMAGED DURING DELIVERY

(a)  In the event that the product you ordered has been damaged during delivery:
(i)  Please contact us as soon as possible via email hello@aeleste.com.au

(ii)  Any damaged product must be returned in the condition in which it was received,  together with any packaging and other items which you received with the damaged product.

(b)  We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 2 days from the date of receiving the product.

SECTION 5. EXCEPTIONS

(a) Not withstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:

(i)  You misused the said product in a way which caused the problem. Care Instructions for A’EL ESTEE by Ashlee Lauren are listed on the website, and below for reference.

(ii)  You knew or were made aware of the problem(s) with the product or service before you purchased it.

(iii)  You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted. Note all custom design “CUSTOM COUTURE” items fall under a no refunds policy.

(iv)  Any other exceptions that apply under the Australian Consumer Law.

SECTION 6. SHIPPING COSTS FOR RETURNS

(a)  In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you. Ie a product is deemed faulty at time of delivery.

(b) For change of mind products:  If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.

(c)  In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.

SECTION 7. RESPONSE TIME

(a) We aim to process any requests for repairs, replacements or refunds within 3 business days of receipt. Note our studio hours are Monday to Thursday, and do not include Australian National and State Public Holidays.

SECTION 8. HOW TO RETURN PRODUCTS

(a)  You can contact us at the end of this Policy to discuss a return using the information.

(b)  Unless otherwise defined in our sole discretion, we shall provide store credit vouchers or exchanges to the same account or credit card used to make the original purchase.

(c) To be eligible for a refund, repair or replacement, you must provide proof of purchase.

(d) You may be required to provide a government issued identification to qualify for a refund, repair or replacement. Examples of a Government issued identification: Drivers Licence, Passport, Medicare Card.

SECTION 9. CONTACT US

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: hello@aeleste.com.au


This Refund Policy ("Policy") applies to the following purchases: Jewellery specifically Earrings: 

Australian Health and Hygiene Laws restrict the return of earrings, face masks, body piercing jewellery and similar items. All sales of Earrings are not refundable nor exchangeable.


CARE INSTRUCTIONS FOR A'EL ESTE by ASHLEE LAUREN Products

A'EL ESTE by ASHLEE LAUREN millinery and jewellery items are extremely limited; each piece is handmade and is a piece of contemporary art. With that in mind you must expect some slight variations in design, however our goal is to make the headpiece the same as the design you order or to the custom design brief. 

When you receive your headpiece, please treat it as a fragile item as some materials will not withstand impact. You must also be aware that any kinds of environmental factors such as hairspray can affect the metals or leather so please keep them away from your headpiece. 

If you have received your headpiece and it has been broken in the mail, please contact us immediately. (see Section 4 of the Returns Policy) 

For all jewellery items, please ensure you have no allergic reactions to metals ahead of purchase. All of A'EL ESTE by ASHLEE LAUREN jewellery is made from either stainless steel, brass, Stirling Silver or is either 925 silver or 18 karat gold plated. If you have an allergic reaction to any metals then we advise not to purchase or wear them. There are no refunds on jewellery. (see Refund Policy for Jewellery specifically earrings above)

We hope you love your A'EL ESTE by ASHLEE LAUREN item as much as we enjoyed creating it for you.