- Home
- /
Customer Care
Hoskings Returns FAQs
We hope you love your purchase but understand that you may need to request a return. We are here to help!
If for any reason you change your mind about any eligible purchase, we will gladly refund or exchange the purchase price within 14 days of purchase under our Change of Mind Policy provided the item/s are returned in ‘As New Condition’ and in 'Original Boxing'. The following items are excluded from our Change of Mind Policy: resized rings (whether resized as part of the purchase or after purchase), engraved items, special order items and items purchased under our in-store Lay-by or Services agreement.
For more information go to: hoskings.com.au/help/returns
If the item you have received is faulty, please contact our Customer Service team on free call 1800 819 796 or email hello@hoskings.com.au and we will resolve the issue as quickly as possible.
If you have received an item different to the one that you ordered, please contact our Customer Service team on free call 1800 819 796 or email hello@hoskings.com.au and we will resolve the issue as quickly as possible.
Yes, you can return sale items unless stated otherwise, subject to our Change of Mind Policy provided the item/s are returned in ‘As New Condition’ and in 'Original Boxing'. The following items are excluded from our Change of Mind Policy: resized rings (whether resized as part of the purchase or after purchase), engraved items, special order items and items purchased under our in-store Lay-by or Services agreement.
Contact our Customer Service team on free call 1800 819 796 or email hello@hoskings.com.au. Please provide your order number, contact details and reason for return.
Items should be returned in their original boxing with all paperwork (such as diamond certificates and watch warranties). Include a copy of your return email or order confirmation email in the package.
Hoskings will pay for any return shipping costs if the return is the result of our error or the item is damaged or defective otherwise return postage is at the customers expense.
All returns are subject to inspection by our Quality Assurance team before a refund is processed. We refund you the same way that you initially paid for your order, excluding any delivery charges, within 3 business days of receiving your returned item.
For more information go to: hoskings.com.au/help/returns
Absolutely! Provided the return meets all requirements of the Hoskings Returns Policy. Please ensure that you take a printed copy of your shipping or order confirmation email into store to confirm your purchase details.
All returns are subject to inspection by our Quality Assurance team before a refund is processed. We refund you the same way that you initially paid for your order, excluding any delivery charges, within 3 business days of receiving your returned item in-store.
For more information go to: hoskings.com.au/help/returns
You may return new items purchased from Hoskings Jewellers within 14 days of receipt for a full refund or exchange, subject to our Change of Mind, Returns and Refund Policy. Item/s must be returned in ‘As New Condition’ and in 'Original Boxing'. The following items are excluded from our Change of Mind Policy: resized rings (whether resized as part of the purchase or after purchase), engraved items, special order items and items purchased under our in-store Lay-by or Services agreement.
So you can gift with confidence, we offer an extended returns period until January 14 for eligible items purchased in November and December. Items purchased outside of this period are subject to Hoskings standard 14-day Change of Mind Policy.
For more information go to: hoskings.com.au/help/returns
We endeavour to process your refund within 3 business days of receiving the returned item (whether in-store or via post). We may need some additional time to conduct any quality assurance assessments. Your financial institution may take additional time to transfer funds back into your account.
You will receive an email to confirm your refund has been processed by us.
For more information go to: hoskings.com.au/help/returns
We refund store purchases you the same way that you initially paid for your order. However, our stores carry only a small amount of cash change – refunds of cash payments may be made by cheque, direct credit or to a debit card in the name of the original purchaser. For Credit Card, Afterpay, Humm and Zip payments, your refund will be credited into the same account your payment originated from.
Online purchases using credit card, Afterpay, Humm and Zip purchases can be returned in-store but MUST be processed by our Heaf Office. If a refund on an online order is required, the store will contact the office for processing. These transactions can only take place during office hours 8.30am until 5.00pm Monday to Friday.
For more information go to: hoskings.com.au/help/returns
Gift recipients can exchange or receive a non-refundable in-store credit if accompanied by a gift receipt or proof of purchase. A gift receipt is offered to all customers at the time of purchase if they are giving the item as a gift. The item/s must be in “As New Condition” and in original boxing as per our Change of Mind Policy.
For more information go to: hoskings.com.au/help/returns
Returns Policy
We hope you love your purchase but understand that you may need to request a return.
We have attempted to recreate the appearance of our jewellery as closely as possible on our website, but the detail and colour you see will depend on your screen.
If for any reason you are dissatisfied with your purchase, you can return it within the following guidelines:
- If the item is faulty, in accordance with your rights under the Australian Consumer Law. Depending on the fault we may either repair the item, replace it, or provide a refund.
- For change of mind, subject to our Change of Mind Policy, Returns & Refund Policy, eligible items can be returned in-store or online within 14 days from date of purchase/delivery.
Warranties – Australian Consumer Law
Many of our products come with a guarantee or warranty from the manufacturer. In addition, they come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Full details of your consumer rights may be found at www.consumerlaw.gov.au.
We are unable to review items via email or phone. All items must be physically returned either via mail or in person to be assessed. Please contact us for verification before returning your item or visiting any of our stores.
Faulty, Damaged or Incorrectly Described Items
If returning or exchanging a faulty, damaged, or incorrectly described item, Hoskings Jewellers will cover the return postage or refund postage costs upon presentation of receipt/s. This is subject to approval by Hoskings Jewellers prior to sending goods back to us. If you need assistance regarding this process, please contact us on 1800 819 796 or email hello@hoskings.com.au.
14 Day Change of Mind Policy, Returns & Refund Policy
If you change your mind about your purchase, you may return or exchange items purchased in-store or online at your local Hoskings store within 14 days of purchase/delivery if:
- You have satisfactory "Proof of Purchase".
- Items are "Eligible" for return.
- Items are in "As New Condition".
- Items are in "Original Boxing" including any paperwork supplied at time of purchase.
"Proof of Purchase" in the form of your original receipt or packing slip is accompanied with the returned item/s.
"Eligible Items" excludes re-sized rings (whether re-sized as part of the purchase or after purchase), engraved items, special order items and items purchased under our in-store Lay-by or Services agreements.
“As New Condition” where the item has not been worn, is in pristine condition with no damage, scratches or signs of wear. Some exclusions apply as outlined in this policy. It is at Hoskings Jewellers sole discretion to determine whether the goods are of “As New Condition”.
"Original Boxing" includes all paperwork such as Diamond Certificates and Watch Warranties/Instruction Booklets.
Please Note:
- Refunds will be processed using the original tender type.
- Refunds for significant purchases are to be processed in the store of original purchase.
- Exchanges may be made in any Hoskings store.
- We do not refund shipping costs for items purchased online and returned for Change of Mind.
Our Change of Mind, Returns & Refund Policy is in addition to your statutory rights, and in no way limits, your legal entitlement, and existing rights under Australian Consumer Law.
How Will You Be Refunded?
Cash refunds will be processed via direct deposit within three business days.
EFTPOS refunds over $1000 EFTPOS transaction limit will be processed via direct deposit within three business days.
Should you wish to contact us with any queries in relation to our 14 Day Change of Mind, Returns and Refund Policy, we can be contacted at: Hoskings Jewellers on 1800 819 796 or email hello@hoskings.com.au
Gift Exchange Policy
If you receive a gift which needs to be returned, we will happily exchange the item if returned to a Hoskings store within 14 days of purchase if:
- Recipient has satisfactory "Proof of Purchase" such as a gift receipt/card, original receipt or online order confirmation.
- Items are "Eligible" for return.
- Items are in "As New Condition".
- Items are in "Original Boxing" including any paperwork supplied at time of purchase.
- Gift recipients can exchange or receive a nonrefundable in-store credit.
Our Gift Exchange Policy is in addition to your statutory rights, and in no way limits, your legal entitlement, and existing rights under Australian Consumer Law.
Extended Returns Policy
So you can gift with confidence eligible items purchased in November and December have an extended returns period until January 14 in the following year. Items purchased outside of this period are subject to Hoskings standard 14 Day Change of Mind, Returns and Refund Policy.
Returns Procedure
You may return new eligible items sold in-store or online within 14 days of receipt.
- Items should be returned with the original boxing and paperwork (such as diamond certificates or watch instructions/warranty booklets).
- Items can be taken to any Hoskings store, or you can ship your return.
If you choose to ship your order back to us rather than taking it to your local Hosking's store, you are responsible for any shipping and handling charges you might incur. The same 14 day period applies for refund or exchange, so please have the return package postmarked within the period based on the date we shipped the order to you.
Contact our customer service team on 1800 819 796 or hello@hoskings.com.au to initiate a return. You will need to provide your order details and reason for return. Customer service team is available Monday to Friday between 8.30am and 5.00pm (excluding public holidays).
We suggest that you ship your order via Express Post or Courier to make tracking your return possible.
- Hoskings is not responsible for any loss or damage to the item until it is safely delivered back to us.
- Hoskings does not refund or reimburse any postage costs incurred by you to return the items to us for change of mind, including any shipping or insurance charges, unless the item is faulty.
How to return a purchase via shipment:
- Contact Hoskings for verification.
- Circle the items on your receipt/packing slip that you are returning.
- Indicate whether it is a replacement or refund request.
- Please ensure your return parcel is securely packaged and both sender’s address and Hoskings address are clearly displayed.
- Ship your merchandise via Registered, Express post or Courier to:
Hoskings
PO Box 2110, Seaford VIC 3198
All returns are subject to inspection by our Quality Assurance team before any refunds or exchanges are processed. We refund the same way in that the initial purchase was made. Hoskings will pay for the return shipping costs if the return is the result of our error or if the item is faulty.
Please Note:
Online purchases can be returned in-store but MUST be processed by Head Office. These items can be exchanged in-store however if a refund on an online order is required, the store will contact the office for processing. These transactions can only take place during office hours 8.30am until 5.00pm Monday to Friday within 3 business days of the return.