Returns & Repairs

Returns

At Soeu Studios, we want you to love your new pieces as much as we do. If you change your mind for any reason we will gladly accept your return for a store credit or exchange. Please note that Earrings cannot be returned for hygiene reasons along with items marked as ‘ Final Sale’.

To qualify for a return - items must be returned to Soeu within 21 Days of delivery. Items must be in original condition, unworn & in packaging. Items with signs of wear and tear will be unable to be processed.

At Soeu, each piece is handcrafted and made in small batch orders - therefore we do not provide refunds for change of minds. Please note that our store credits issued as Gift Cards never expire, giving you all the time you need to find new items that you’ll love.

How to return your items :

If you wish to return an item please contact our team at hello@soeustudios.com and we will issue you with a return number and instructions.

Please note that the return shipping costs are the expense of the customer. We recommend keeping your tracking number.

Store Credits

Once we have received your return, we notify you via email. We will issue your store credit via Gift Card which can be used on all items. Our Gift Cards don’t expire giving you all the time you need to find the perfect replacement item.

Exchanges

Once your exchange has been approved by our team via email, we will create an exchange order which will automatically place a hold on your exchange item/s. If there is a difference in pricing we will either send you an invoice for the balance or issue you a store credit.

Please note that we can only hold items for 14 Days from the date the exchange is requested. Soeu will cover the shipping back to you (Australian orders only ) - these items will be sent via Standard Shipping.

Please note that we only allow for one exchange on an original order.

Faulty items

If you feel like your item is faulty please email us at hello@soeustudios.com within 3 days of receiving the item. Please make sure to include an image and description of the fault. Our customer service team will treat this as a top priority.

Please note that general wear and tear in the course of normal use is not considered a manufacturing fault. Manufacturing faults do not include scratches, oxidisation and failure to follow proper instruction care.

Repairs & Warranty

Warranty

We offer a 6-month warranty for all our jewellery, starting from the date of purchase. Our approach is to repair before considering replacement.
It's crucial to note that our warranty specifically covers manufacturing defects and faults. However, it does not extend to cover general wear and tear, modifications, engraving, or damages resulting from improper care or failure to adhere to the care instructions provided.

To clarify, manufacturing defects and faults exclude issues related to general wear and tear, such as misshaped rings, surface scratches, broken chains, worn-off plating, chipped gemstones, loss of charms, and improper storage.

For more detailed information, please visit our Jewellery Care & Materials page.

Spare Parts

Looking for just one earring , lost a charm or need an earring backing? Email us at hello@soeustudios.com and we will do our best to help!