Returns & refunds

Three different things

Depending on where you live and what happened, up to three sets of rules apply. You always get whichever is best for you.

Our 30-day returns promise (everyone): return unused items within 30 days of delivery for a refund.
Your statutory right of withdrawal (customers in the EU, EEA and UK): withdraw from the contract within 14 days without giving a reason.
Your statutory rights for faulty items (everyone): the consumer guarantees under the Australian Consumer Law, and the legal guarantee of conformity where you live, apply whatever the date and cannot be excluded.

Our 30-day returns promise

If you change your mind, you can return unused items in their original condition, with their dust bag or pouch, within 30 days of delivery. This promise is voluntary: it is in addition to your statutory rights, not instead of them. For change-of-mind returns under this promise, you pay the cost of sending the item back. We refund the price of the item; the original delivery cost is refunded only if you return the whole order.

Earrings

For hygiene reasons, earrings are sealed on their card. Earrings can be returned under this promise only if the seal is unbroken. For EU, EEA and UK customers, the right of withdrawal does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. Faulty earrings are always covered.

Faulty or not as described

Our goods 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 also 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.

If you live in the EU, EEA or UK, you also have a legal guarantee of conformity for at least two years from delivery under the law of your country. If something is wrong with a piece (for example a bead comes loose, a clasp fails, or it is not what you ordered), email us with your order number and a photo. We pay the return postage for faulty items and offer a repair, replacement or refund in line with your rights.

Right of withdrawal (EU, EEA and UK customers)

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered several goods in one order that are delivered separately, the period expires 14 days after you, or a third party indicated by you, acquire physical possession of the last good.

To exercise the right of withdrawal, you must inform us (HELLO MOLLY PTY LTD, trading as FACETORI, 74 O’Riordan St, Alexandria NSW 2015, Australia, email support@facetori.shop, phone +61 425 944 353) of your decision to withdraw from this contract by an unequivocal statement (for example an email). You may use the model withdrawal form below, but it is not obligatory. You can also use our online withdrawal function; we will send you an acknowledgement of receipt on a durable medium (by email) without delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. We will email you the return address with your return instructions; please do not send goods to our company address.

You will have to bear the direct cost of returning the goods. Returning a small tracked parcel from Europe to Australia typically costs between about EUR 20 and EUR 55, depending on the country and the carrier.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To HELLO MOLLY PTY LTD (FACETORI), 74 O’Riordan St, Alexandria NSW 2015, Australia, support@facetori.shop:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.

How to return something

Email support@facetori.shop with your order number and the items you are returning, or use the online withdrawal form if you are withdrawing under EU or UK law.
We reply within two business days with the return address and instructions.
Pack the item in its dust bag or pouch, in sturdy outer packaging, and send it with a tracked service. Keep the receipt.
We refund within 14 days of receiving the item (or of your proof of sending, for withdrawals), to your original payment method and in the currency you paid in.

Cancelling before dispatch

You can cancel an order free of charge until it is dispatched. Email us with your order number; we refund the full amount, including delivery, to your original payment method.

Last updated 10 October 2026