All Eyes on Me® supplies new, unused items. Items we dispatch ourselves are checked and packed with care, with quality assurance in mind. Please use products for their intended purpose and follow any care instructions supplied.
Clearance items are clearly marked as-is in their listings. Any known imperfections or defects are described before purchase, and the price reflects the stated condition. We do not accept returns on clearance items for change of mind.
Clearance and as-is items remain subject to Australian Consumer Law. Remedies may not apply to a specific defect clearly disclosed before purchase, but this does not exclude rights relating to other faults or a failure to meet other applicable consumer guarantees.
If there is a problem with an All Eyes on Me® purchase, contact alleyesonme@me.com with your order number, proof of purchase and a description of the issue. Photos may help us assess damage or a product that differs from its description.
Australian Consumer Law provides guarantees for products and services. For a major product problem, you may choose a refund or replacement. For a minor problem, we can offer a free repair; further remedies may apply if the problem is not fixed within a reasonable time.
Nothing in this policy excludes or limits rights or remedies that cannot be excluded under Australian Consumer Law. These rights also apply to sale items and are separate from any voluntary change-of-mind arrangement.
Please check your shipment on arrival and email us promptly about damage, missing items or an incorrect item, preferably within 7 days of delivery. This helps us investigate quickly; it is not a deadline that limits your consumer-guarantee rights.
If an incorrect item is visible through its sealed packaging, please keep it sealed where practical while we arrange the next steps. Opening or removing the packaging does not prevent a valid claim for a faulty, incorrect or misdescribed item.
Jewellery, rhinestone pieces and special-occasion accessories can be delicate. Handle them gently, use them for their intended purpose and follow the care instructions in the listing or supplied with the item. Damage caused by misuse or careless handling may not be a product fault; this does not exclude applicable consumer guarantees.
Where a product listing identifies Swarovski crystals or rhinestones, that description refers to the components used. The finished accessory is not manufactured by or presented as a product of the Swarovski company. Please check each listing for its material details.
Please email us to obtain return authorisation, the correct return address and instructions before posting an item back. This process does not limit your statutory rights. A product does not need its original packaging for a consumer-guarantee claim. If a fault is confirmed, reasonable return postage costs are reimbursable; retain your postage receipt.
For items other than clearance items, contact us before sending back a change-of-mind return. These returns require prior approval and are separate from remedies for faulty, incorrect or misdescribed goods.
For an approved change-of-mind return:
These change-of-mind conditions and restocking fees do not apply to remedies required under Australian Consumer Law. Consumer-guarantee claims are assessed and resolved within a reasonable time for the nature of the problem. Clearance items are not eligible for change-of-mind returns, but their consumer-guarantee rights remain protected.
Where a refund is due, it is returned using the original payment method unless we agree otherwise with you. Payment-provider processing times may affect when funds appear in your account.
The ACCC’s repair, replace and refund guidance explains consumer rights in more detail.