Orders & Shipping
Dispatch & Delivery
Please allow up to 5-7 business days for your order to be dispatched. Each piece of jewellery is handcrafted in our office to maintain our high standards of quality, while we are committed to processing your order as efficiently as possible.
Re-Do Returns
If your parcel is lost or damaged during transit, we will replace your order at no additional cost when you check out using Re-Do. Once your parcel has been delivered and left in a safe place, it is no longer our responsibility.
Sale Periods
During sale periods, we experience a high volume of orders. Please allow 10 - 14 business days for your order to be processed and dispatched.
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Priority Packing is unavailable during sale periods.
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Once an order has been placed, we are unable to make changes, cancel, or combine multiple orders.
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Discount codes cannot be used during a sale period unless said otherwise.
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If an item you purchased becomes unavailable, we will contact you with alternative options or a refund.
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Mystery prizes are included in randomly selected orders at our discretion.
Gift With Purchase
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Any other gift with purchase (GWP) offers will be limited to one per order, and only available once the qualifying spend has been met.
Priority Packing Option
If you would like your order to be prioritised in our queue, you may select the "Prioritise My Order" option at checkout. This option will move your order to the front of our dispatch line, ensuring it is packed first. Please note, this prioritisation does not include express shipping.
Returns and Refunds
Please refer to our Return Policy page for more details.
Discounted items are final sale and cannot be returned or exchanged.
Individual items within bundles cannot be returned or exchanged.
Customised/Personalised (this includes pieces from our Engravable Collection)items cannot be returned or exchanged.
Items must be returned in original product packaging. They must not have visible signs of wear or use.
If your order is missing or stolen after delivery, please contact us customerservice@botanicalh2o.com.au
Customers are responsible for verifying their postal addresses, especially when using third party payment providers at checkout.
Additional information
The return/exchange/refund process may take up to 14 days.
The shipping costs of the initial order are non-refundable.
We do not offer refunds for change of mind, we offer store credit for incorrect ordering and change of mind. See Return Policy.
Faulty items
We aim to supply our customers with the highest quality pieces and products. Due to the handmade nature of most, we understand some faults may be out of your control.
We offer a 30 day warranty period to ensure perfection for each piece.
If you received a product you believe is faulty, please send photos to customerservice@botanicalh2o.com.au as soon as possible.
You must initiate your return within the 30 day warranty period.
This warranty does not cover:
- The loss of a product or part of a product
- Failure on your part to follow the provided care instructions
- Chain or findings pulling/stretching
- Chain breakage, unless caused by a manufacturing default
Discount Codes
If you’ve used a discount code for your purchase, please note that each code has its own terms and conditions, which typically include an expiry date and a minimum spend requirement.
Contact us
We’re here to support and guide you through your crystal journey. You are welcome to share your questions, comments, and enquiries.
Reach out anytime at customerservice@botanicalh2o.com.au.