Returns & Exchanges Policy

At Forward & Tame, we take pride in the quality of our jewellery. Each piece is carefully inspected before being shipped. Under Australian Consumer Law (ACL), you are entitled to a repair, replacement, or refund if a product is faulty, unsafe, or not as described.

We do not offer returns or exchanges for change of mind.

Manufacturing Fault Coverage (ACL-Compliant)

Forward & Tame jewellery is covered by a manufacturing fault guarantee in accordance with Australian Consumer Law. This means we will repair, replace, or refund an item if a genuine manufacturing fault is identified.

Manufacturing faults typically appear immediately or within a short period of first use. ACL does not require plated jewellery to last a specific amount of time, but instead to last a “reasonable period” based on its materials and intended use. For gold-plated jewellery, this period is considered short-term, as plating naturally wears over time.

Issues caused by normal wear and tear, fading of plating, or improper care are not manufacturing faults and are not covered under ACL.

Faulty or Incorrect Items

If your order arrives faulty, damaged, or incorrect, we kindly ask that you notify us within 48 hours of receiving your item so we can assess the issue promptly.

Please email sales@forwardandtame.com.au with:
• Your order number
• A description of the issue
• Clear photos of the item and packaging

All faulty-item claims are reviewed in accordance with Australian Consumer Law.
If approved, we will provide a repair, replacement, or refund, and Forward & Tame will cover reasonable return postage costs. Please keep your lodgement receipt for reimbursement.

What Is Not Considered a Fault

The following issues are considered normal characteristics of plated jewellery and are not covered under ACL:

• Fading, softening or wearing of gold plating over time
• Tarnish or colour changes due to skin oils, humidity, or cosmetics
• Light surface scratches from wear
• Damage from water, perfume, lotions, sweat, oils, or chemicals
• Damage caused by friction, rubbing, storage or mishandling
• Bending, pulling, or force applied to chains or clasps

These types of wear occur naturally and do not indicate a manufacturing problem.

Change of Mind

We do not accept returns, refunds, or exchanges for:

• Change of mind
• Incorrect size selection
• Ordering the wrong item
• No longer wanting the item

This applies to both Australian and international orders.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:
• Earrings and jewellery worn close to the body (unless faulty)
• Gift cards
• Sale or discounted items (unless faulty)

How to Return a Faulty Item

1. Email sales@forwardandtame.com.au within 48 hours of receiving your order.

2. If your claim is approved, we will provide return instructions and the return address.

3. Re-pack the item in its original packaging and return it using tracked postage.

4. Once received and inspected, we will confirm your repair, replacement, or refund.

Please do not return items without contacting us first — unauthorised returns may not be accepted.

Refund Timeframes

Approved refunds will be processed to your original payment method within 5–7 business days.
Your bank or payment provider may require additional time to release the funds.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at sales@forwardandtame.com.au.

International Orders

We accept faulty-item returns from both Australian and international customers.

Forward & Tame will cover reasonable return postage costs for approved faulty items only.

Change-of-mind returns are not accepted for any international orders.