Information & Policies
Our Customer Service Commitment
Enquiries and order confirmations will be answered within 24 hours (excluding weekends). It is our commitment to delivery goods to you by the critical date. If you have a rush order please send us an email or call us so we can prioritise your order. All Express ship orders are prioritised automatically.Stephanie Browne pieces are handcrafted & due to the nature of our business we keep stock on hand which can be delivered immediately, however
if an item is out of stock please allow 2 weeks for production time and delivery. We will always notify you of a wait time should your order be out of stock.
All Stephanie Browne pieces are meticulously hand made at our workrooms in Melbourne. We do not provide refunds based on change of mind however we are happy to offer an exchange for another piece of equal or greater value. If there is a manufacturer's fault we can repair or refund. If you plan on returning or exchanging an item please email us first at firstname.lastname@example.org so we can assist you. There is no charge for exchanges.
Please note that due to health and safety regulations we do not accept earrings back after purchase. Please take care in choosing as sales of earrings. Additionally all special order sales are final.
Orders that are customised, for example special order lengths on bracelets or any other customisations, cannot be returned unless they arrive faulty.
If an item is damaged on delivery we are always happy to replace or repair free of charge.
Orders sent back to our headquarters for exchange or repair must be packed carefully and put back in all original packaging (box, velvet pouch, tissue paper) and returned to: 588 Chapel St, South Yarra, Vic, 3141 Australia. Please add your order # in the package with any notes relating to exchange, return or repair.
Our Melbourne store has its own addition to this return policy: for special and custom orders placed there by private appt, please refer to your shop docket for return terms and conditions on these. Stock purchased off the shelf can be exchanged provided the item is returned within 7 days, with the exception of earrings. We do not offer refunds on purchases made in our store unless the item is faulty and cannot be repaired.
There is no refund/exchange on sale items. This includes sales during special promotions.
REPAIRS & EXCHANGE
Here at Stephanie Browne we pride ourselves on a quality product. Our exceptional customer service is what you would expect from an Industry Leader. If your piece is faulty or damaged in shipping, we will quickly offer to repair or exchange . Simply touch base with our team, and arrange to send back the product to the address provided above.
SHIPPING TIMES & COSTS
Shipping Regular ( 4-7 business Days) $10
Express (Overnight or up to 4 days for regional areas ) - $15 AUD
For orders above $500 shipping is free of charge
Although postage timeframes are usually accurate, due to Covid-19 staff interruptions at Australia Post it can occasionally take up to 10 days for an order to arrive. Please allow for this when ordering.
Regular Airmail (2-3 weeks) - $25 AUD
Express Airmail (EMS) up to 5 Days - $55 AUD.
UK & Europe
With monthly shipments made to our UK office we can safely say our standard delivery will take a maximum of 3 weeks if shipped via our London office.
Australia Post Express can take up to 2 weeks however as flight schedules improve we anticipate this going back to 1 week. We can also offer DHL this can be quoted separately. DHL delivery is 5-7 days.
All other countries
Worldwide orders standard mail allow up to 3 weeks* or express delivery (Australia Post Air Express) allow from 7- 10 days.*
If you require your order sooner we can offer a DHL quote. DHL can take from 3- 7 days depending on your location.
*Allow for delays at peak times of the year
Special orders are classified as those that differ in any way from the Stephanie Browne range. We are happy to create a special order for you, just send us an email or drop into our store to discuss.
We are happy to carry out repairs free of charge provided the item is returned within 6 months of the purchase date and deemed a manufacturing fault. A small fee will apply along with postage fees for items returned outside this period or not deemed a manufacturing fault.
COMPETITION TERMS AND CONDITIONS
To view our latest competition Ts & Cs please click here