Returns & Exchange

We want you to fall in love with your Francesca pieces, so if you’re not 100% happy with your purchase you can return it to us and we will provide you with a store credit to use towards a future order!
There’s no need to contact us prior to returning your order, simply follow the steps below and send it back to us within fourteen days of the purchase date!

*please note, we have extended our exchange period to 30 days to accommodate delays due to COVID-19*


How to return an item to us 

  1. Complete the online returns form – you will find your six digit order number from us on your invoice or order confirmation email. Your items must be returned unworn and in their original condition within fourteen days for a store credit or bracelet size exchange to be issued. 

  2. Rings and bracelets only can be exchanged for a different size. Please note that if you wish to return a bracelet or ring for a different piece, you will be issued with a store credit. All other returnable items will receive a store credit. 

  3. Send your return our way – We don’t cover return postage fees unless the error is Francesca’s or a manufacturing fault. We recommend getting tracked postage so you can trace your return as Francesca does not assume responsibility for lost parcels. Alternatively, you can use the $8.95 postage option supplied by AusPost within the returns process. 

  4. We’ll reach out to you – once your return has been received by us we’ll be in touch as soon as possible via email with your store credit details. Please allow 1-2 business days for your return to be processed once delivered to our studio.

What can’t be returned?
Earrings, sale items, charity, promotional items and bespoke pieces (engraved after purchase) Are not able to be returned unless faulty. 

Store Credits
Store credit can be used anytime online or in-store. Our store credits do not expire. 

We do not provide refunds for change of mind, only for manufacturing faults (please get in touch here with our Customer Care team if you believe you’ve received a faulty item).

To be eligible for a return, all items must be unworn and in original packaging with all tags attached; items will not be credited if damaged upon return.

Sale items
All sale items are a final sale as per our Terms and Conditions available for viewing here. They cannot be returned to us for a credit note, refund or exchange unless the item received is faulty or your order was fulfilled incorrectly. We do not offer exchanges for ring size. 

Promotional items
For orders purchased within a promotional period or sale, terms and conditions do vary and are published within the  page at the time of the promotion. Promotional items cannot be returned.

Returns using AfterPay
If you have paid for your order through AfterPay, we will issue you with a store credit as we are unable to void your AfterPay payments. Your agreement with AfterPay will still continue and you will be required to pay any scheduled repayments. For more information on AfterPay’s terms and conditions, please click here.

Return and exchange policy
In compliance with Australia Consumer Law, Francesca is not required to provide a refund or exchange if you make an incorrect selection, need a different size or change your mind. This includes payments made with AfterPay. 

If there is a fault with the item you have purchased, we will offer to repair or replace where available otherwise a store credit or refund will be offered. All claims for faulty items are assessed on an individual basis by our independent jeweller and the outcome is at the sole discretion of Francesca. If a refund is required, it will be processed back via the original payment method used to place the order. Proof of purchase is required for any exchange, return or refund.