Refund policy
At Ametelle, each piece is handmade with care, and we want you to be delighted with your purchase. As many of our products are individually handmade or customised, please read our returns and refund policy carefully before placing your order.
Change of Mind Returns
We understand that sometimes you may change your mind.
For eligible, non-customised items, you may request a return within 14 days of receiving your order.
To be eligible for a change-of-mind return:
- The item must be unused, unworn and in its original condition.
- The item must be returned with its original packaging where reasonably possible.
- You must contact us before returning the item.
- Return postage costs are the responsibility of the customer.
- Original shipping charges are not refundable for change-of-mind returns.
Please do not send an item back until your return has been approved and return instructions have been provided.
Custom and Made-to-Order Products
Many Ametelle pieces can be customised, including colour combinations and other design details.
Because customised and made-to-order products are created specifically for you, we do not accept change-of-mind returns, exchanges or cancellations once production has commenced.
Please carefully check your selected colours, design and other customisation details before submitting your order.
This does not affect your rights if the product is faulty, damaged or does not match what was agreed when you placed your order.
Earrings
For hygiene reasons, we do not accept change-of-mind returns or exchanges on earrings for pierced ears once they have been received.
This exclusion does not apply where the earrings are faulty, damaged, incorrectly supplied or otherwise covered by your rights under Australian Consumer Law.
Handmade Variations
Every Ametelle piece is individually handmade. Small variations in crochet tension, shape, positioning, dimensions or other handmade characteristics may occur between products.
These natural variations are part of what makes each Ametelle piece unique and are not generally considered faults.
Colours may also appear slightly different depending on your device, screen settings and lighting used when photographs were taken.
Faulty, Damaged or Incorrect Items
We take great care when making, checking and packaging your order.
If your item arrives damaged, is faulty, or you receive an incorrect product, please contact us as soon as reasonably possible after receiving your order.
Where possible, please include:
- Your order number
- A brief description of the issue
- Clear photographs showing the product and the issue
We will assess the item and work with you to provide an appropriate solution.
Depending on the circumstances and your rights under Australian Consumer Law, this may include a repair, replacement or refund.
Where an item is confirmed to be faulty, we will reimburse reasonable return postage costs where required by Australian Consumer Law.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this Refund & Returns Policy is intended to exclude, restrict or modify any rights or remedies you may have under Australian Consumer Law.
If a product has a major problem, you may be entitled to choose a refund or replacement. For certain minor problems, we may be entitled to provide another appropriate remedy, such as a repair.
Refunds
Once we receive and assess an approved return, we will let you know the outcome.
If a refund is approved, it will be issued to your original payment method. The time taken for the funds to appear in your account will depend on your bank or payment provider.
Shipping charges are not refundable for change-of-mind returns.
Sale Items
Sale or promotional items may not be returned simply because you have changed your mind unless otherwise stated at the time of purchase.
Your rights under Australian Consumer Law still apply if a sale item is faulty or otherwise fails to meet the applicable consumer guarantees.
Returning an Item
Please contact Ametelle at ametelle.amt@gmail.com before sending any item back.
Once your return has been approved, we will provide you with the appropriate return instructions and return address.
We recommend using a tracked postal service when returning an item, as Ametelle cannot be responsible for change-of-mind returns that are lost in transit before reaching us.
Contact Us
If you have any questions about a return, refund or your order, please contact us through the Ametelle online store at ametelle.net or email ametelle.amt@gmail.com
We will always do our best to resolve any genuine issue fairly and promptly.
Last updated: 28 August 2026