payment. shipping. exchange. refunds

Payment

All transactions are processed in Australian Dollars (AUD) and are inclusive of Australian Goods & Services Tax (10%). We accept payment by PayPal and direct deposit. Please select your payment method at the checkout and follow the instructions. We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorisation for payment, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn. Please note that we may require further information from you in order to process your payment.


Shipping

All orders placed are processed and shipped within 2-4 business days, Monday through Friday. All orders are processed from Sydney, Australia. Availability of products is not guaranteed. If you have ordered an item that is not available or that is delayed, we will notify you via email or telephone. Ownership and risk of damage to the goods passes to the buyer upon delivery at the specified delivery address.

Australia
Shipments within Australia are made using the Australian Postal delivery service, unless otherwise instructed. A signature upon receipt will be required. We do not ship to PO Boxes and orders submitted with such addresses will be contacted for an alternate delivery address.

International
All orders are shipped using international courier express (2-4 business days) unless otherwise instructed. For international orders, a customs duty will be charged to you ('the customer') depending upon the country in which you reside. THE TRAACE is not responsible for payment of this duty.


Refund Policy

Returns
Our policy lasts 14 days. If 14 days have lapsed since your purchase, unfortunately we ('THE TRAACE') cannot offer you a refund or exchange. To be eligible for a return, your ('the customer's) item must be unused and in the same condition that you received it. It must also be in the original packaging. Regrettably, due to hygiene reasons, we are not able to offer returns for earrings. To complete your return, please email us at connect@thetraace.com with your request along with your confirmation receipt or proof of purchase. See also, ‘SECTION 17(g) General Conditions of Sale’ for more information on the return of defective merchandise.

For refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. The return is your responsibility from the moment of postage until it arrives at our return address: 128 Boundary Street, Paddington, Sydney, New South Wales, 2021, Australia. Please ensure that item/s are packed securely and sent using postal tracking and signature on delivery.

For international customers, please note that we do not offer refunds for customs duties and taxes. Reclaiming customs duties and taxes is the sole responsibility of the customer and not THE TRAACE. It can take up to 10 business days for your return to arrive and your refund to appear on your account.

Late or missing refunds (if applicable)
If you have not received a refund yet, first check your bank account again. Then, contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at connect@thetraace.com.

Sale items (if applicable)
Only regular full priced items purchased from THE TRAACE online store may be refunded. Unfortunately sale items cannot be refunded. Special order and custom items made by THE TRAACE are final and returns will not be issued.

Exchanges (if applicable)
We only replace items if they are defective or damaged, see also ‘SECTION 17(g) general conditions of sale’. Note that general wear through regular use is not a manufacturing fault. Gemstones and fossils are delicate and should be handled with care. Please refer and adhere to the 'care and store' instructions on the website.

https://the-trace.myshopify.com/admin/pages/110002819

If you need to exchange for the same item, send us an email at connect@thetraace.com and post your item to: 128 Boundary Street, Paddington, Sydney, New South Wales, Australia, 2021.

If an exchange option is offered and the prices of the item differs from the amount of the original item, then, THE TRAACE will refund the difference, or request additional payment prior to sending the new item (whichever is applicable). Refunds will be processed through Paypal unless payment for the original items were processed through direct banking. In the latter case, refunds will be processed through the same direct banking account nominated by the customer. Please allow up to 14 days from the day you return the item for your account to be credited.

Gifts
If the item was marked as a 'GIFT' when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

Shipping
For returns, mail your product to: 128 Boundary Street Sydney New South Wales Australia 2021. You will be responsible for paying for your own shipping costs for returning your item. Your item must be sent using a trackable method with signature on delivery. We cannot guarantee that we will receive your returned item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. For international customers, please refer to the conditions of refunding customs duties and taxes as stated 'above'.


Gemstone, Shell and Fossil Variance

Natural gemstones and fossils vary in colour and size. Your piece will have the hallmarks of its own individual characteristics. As such, your piece may vary from the photograph. This variance does not indicate inferiority, but rather the beauty of natural uniqueness. Regrettably, we are unable to exchange for a different piece based on the uniquely varying characteristics of gemstones and fossils. If for some reason you have concerns about these variances, please contact: connect@thetraace.com


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