Returns & Repairs
Linden Cook jewellery is made by hand, each piece is individual and therefore slight alterations from the images shown on the website may occur.
We embrace ethical, sustainable and mindful production, with each piece handcrafted to order, based on your personal preferences and design specifications. Because of this, we do not accept returns or exchanges based solely on a change of mind.
However, we do offer a carefully curated selection of ready-made pieces both online and in-store. For these ready-made items, we accept exchanges or store credit within 14 days of receipt, provided the following conditions are met:
- They have not been worn
- You have proof of purchase
- They are in original packaging
- The piece was ready-made and not customised to your individual preferences or specifications
We strongly encourage you to contact us with any questions or if you need further details before making your purchase. Our team is here to ensure you feel completely confident in your decision.
We do not offer refunds or returns on Signature Impression, or any customised pieces. For signature Impression Pieces, the final product will be a direct representation of your wax impressions in terms of size, shape, and appearance. It is important that you are completely satisfied with the impression before sending it to us.
This policy applies to all MECCA x Linden Cook Impression pieces and The Memo x Linden Cook customers.
Repairs - If you have a piece that needs to be repaired, please reach out to our customer care team and we can assist you.
Re-sizing - We recommend measuring your size before ordering, as returns for size modifications may incur an additional fee. Some designs may not be alterable, and others have size limitations.
- Rings: Resizing incurs a fee. For rings with stones, resizing is limited to 2 sizes up or down to maintain the stone’s integrity.
- Necklaces & Bracelets: Measure the desired length before ordering, using string around your neck or wrist. If a return is made for length adjustment, an additional fee will apply.
We value the quality and craftsmanship of our pieces, and appreciate the investment made when choosing a Linden Cook Piece. This is why we offer a 24 month warranty on all items.
If a manufacturing fault arises within 24 months of purchase, we will repair the item free of charge. To assess the issue, the item must be returned for inspection before any repairs are confirmed.
Damage caused by normal wear and tear, or misuse, is not eligible for replacement or free repair. The following are not considered manufacturing faults and are excluded from our 24-month warranty:
- Broken chains due to wear. Please note that if a chain appears to be stretched or pulled causing it to break, this will not be considered under our warranty
- Chipped or scratched surfaces due to wear
- Bent or misshaped rings from accidental damage
- Oxidation or fading of gold plating over time
- Jewellery that has been altered, repaired, or worked on by any jeweller other than Linden Cook
After 24 months, we reserve the right to refuse or charge for repairs. More information on choosing the right material and caring for your jewellery can be found here.
Jewellery Care
We take pride in our craftsmanship and strive to create high quality jewellery that will stand the test of time. By taking care of your Linden Cook jewellery properly, you can cherish it for years to come. Our detailed Jewellery Care instructions can be viewed here.
Complimentary Cleaning
We offer complimentary cleaning for all Solid Gold and Silver Linden Cook pieces to restore their natural shine. To book this service, simply schedule a visit here. If you're unable to visit our Fitzroy studio, please contact our customer care team, and we can assist in arranging a return.
Please note, this service is available for Solid Gold and Silver pieces only. For gold-plated items, we offer re-plating services. Please contact our customer care team for a quote.
Shipping
Free Express Shipping on orders Australia wide for all signed in Linden Cook Loyalty members or $15AUD for all non Loyalty members.
All Linden Cook Jewellery will be express posted using Australia Post. These services are the most efficient, cost conscious and secure available to deliver your piece to you. All packages are sent with a signature on delivery. You will receive tracking updates to your provided email address when the parcel is on the way. We only send to Australian addresses or PO boxes, parcel lockers or parcel collect. Due to the value of our pieces, we select Signature on Delivery for all parcels. If no one is home it will be taken to your local Post Office or parcel centre for collection with Photo ID.
Please note any Linden Cook packages that have been scanned as delivered cannot be refunded or remade. Please be advised that once a parcel is collected by our shipping carriers we are no longer liable if it is lost or damaged in transit.
International orders are $30AUD. We offer a $15AUD discount on shipping for all international Linden Cook Loyalty members.
We ship worldwide using DHL Express. Once the piece has been sent, delivery is generally within 5-7 business days.
All International Impression orders include a flat $95AUD shipping fee. This includes the shipment of your wax kit to your chosen location, a pickup of your waxes to return them to Australia and the shipment of your finished piece. Your wax kit will include instructions on how to organise the DHL pickup of your wax kit.
All international purchases are exempt from Australian consumer tax known as Goods and Services Tax (GST) (currently 10%); however, they may incur taxes and duties applied by customs in the country where the order is delivered. The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To determine exactly what these charges may be, it could be necessary to call your local customs office to gain further details. Please be advised that once a parcel is collected by our shipping carriers we are no longer liable if it is lost or damaged in transit.
