Returns & Exchanges

Please see the returns policy before processing your return, as some exclusions apply! Engraved and Soldered items cannot be returned. If you have experienced an issue with your piece, please email our care team directly using hello@francesca.com.au or our live chat!

Click on the link to begin your return

- You will need your six digit order number to complete the online return and original email from purchase.

- Your items must be returned unworn and in their original condition

- *Items must be returned within 14 days of approval to move forward with your credit note or exchange.

- Online returns will be issued with a store credit or exchange order once the return has been processed.

- We will contact you once we process your return!

- Once your return is delivered to our studio, it will usually take 1-3 business days to process. Please be patient with us during busy time periods (sales etc) and allow up to a week for your return to be processed with our team! xx

*Your parcel may take 2-15 business days to reach us depending on what type of postage you purchase. All progress with returns is communicated via email! Keep an eye on your junk and spam mail as emails may end up here.

How to package your return?

Please place the unworn item, with tags attached, securely in suitable protective packaging, ideally its original packaging. We highly recommend tracked postage as we’re not responsible for return parcels lost in transit.

If its a locket; Our lockets must be securely packaged to ensure their safe return. As these are delicate in design we ask you to return your locket the same way it was posted to you inside the protective slip and box. Our team is not responsible for damage caused during transit, and you may forfeit your return if your piece arrives damaged due to incorrect packaging.

If you no longer have this material please use any kind of soft packaging like bubble wrap, tissue or a ziplock bag. Basically anything that will keep the jewellery from being scratched in transit. Thanks so much for your understanding!

Items may be returned within 30 days from the date of purchase, for an exchange or store credit. Items must be unworn, in their original condition (with tags attached), and with proof of purchase to be eligible for return. Once your return is approved, your parcel will need to be lodged in the post within 14 days for our team to move forward with your request.

Exchange returns have the option of instant exchange or regular exchange. Francesca does not cover your new exchange postage but does offer highly subsidised shipping options. Instant Exchanges are charged automatically if not returned within the specified return window.

Francesca does not cover the cost of return postage. If an error has occurred at the fault of Francesca, you will not be asked to pay the return postage fee when lodging your return. We recommend purchasing tracked postage so you can trace your return; Francesca does not assume responsibility for lost parcels.

Earrings are not able to be returned for hygiene reasons. Items purchased on sale, promotional items, free gifts, Mystery items and lucky-dip items and Engraved items (bespoke or from the ETCH Collection) are not eligible to be returned.

We do not offer refunds unless the item is deemed faulty due to the manufacturing process. Under consumer law, ‘Francesca’ reserves the right to assess and determine fault within a product prior to processing a refund.

Francesca honours the EU Right to Withdraw legislation, as a customer with the European Union you may visit this page to submit your claim. Right to Withdraw claims must be submitted pre-fulfilment, alternatively you have 30 days to return your order from the time it is delivered. Our Customer Care team is available using hello@francesca.com.au for more help, or by use of our Live Chat system.

The below items are not able to be returned. Under consumer law a return will be accepted if a good is deemed faulty due to the manufacturing process.

- Earrings (not able to be returned due to hygiene reasons)

- Bespoke or Engraved pieces

- Soldered pieces

- Sale items

- Mystery/lucky-dip/free gifts

- Other promotional items

- Charity pieces

Store credits work the same as a gift card! You will receive your credit note to the email used to complete the original purchase. Your unique credit note number can be used online or in store. Store credits have an expiry of 3 years!

For online use, you need to enter the credit note number in the ‘gift card or discount code’ section at checkout.

Any order placed with a third-party payment company will not be affected by exchanges or credits. If an order is required to be refunded due to fault, the amount refunded will be processed using your original payment method (using the linked bank account/debit card associated with the third-party provider).

This form is for warranty claims/questions only. For returns, exchanges, or shipping enquiries please see our 'Lodge your return' page or utilise our chat system. If you’ve already emailed us at hello@francesca.com.au or submitted this form for the same issue, please check your spam or junk folder for a reply before submitting again. We’ll always get back to you as soon as possible!

Shopping from overseas? We offer international returns within 30 days of delivery for store credit only.

Please note that customers are responsible for covering the return postage costs. If you believe your piece is faulty, please reach out to our team before sending it back so we can assist you directly.

EU Right to Withdraw

Francesca honours the EU Right to Withdraw legislation, as a customer with the European Union you may visit this page to submit your claim.

Under the EU Consumer Rights Directive, you have the statutory right to cancel and return your order within 14 days from the date you (or a designated third party) take physical possession of the goods, without providing any reason. You can exercise this right before or after delivery by submitting a clear request. You can use our online page on our website.  Upon submitting your request, you have 14 days to dispatch the item back to us. Unless otherwise stated in our policy, return shipping costs are the customer's responsibility. We will issue a full refund (including standard outgoing delivery costs) within 14 days of receiving the returned goods or proof of shipment. Custom/personalised goods, or perishable items are exempt from the right of withdrawal as permitted by law.

Pre-fulfilment order withdrawals are processed during business hours, usually within 12 hours of submission. Our Customer Care team is available using hello@francesca.com.au for more help, or by use of our Live Chat system.