Terms of Service
General Information:
Trollbeads
Phone: 1 (855) 380-8764
Email: hello@trollbeads.com.au
- Purchases Made on Trollbeads.com.au
When shopping, you can edit your cart at any time by clicking on the shopping bag icon in the top right corner of the website. You can add a comment to your order in the cart. Then click 'Check out' and you will now have to fill in your information. Here you can also add a discount code if needed. Then go through the delivery and payment steps by selecting your preferred payment and delivery methods. Please review your order before confirming your purchase.
Next, you will receive an order confirmation by email, which is an electronic receipt of your purchase. You will also receive emails along the way with shipping and delivery updates.
We are happy to provide additional assistance to help you with issues placing your order or locating specific items, or any special requests. Please contact our customer service team via telephone no.: 1 (855) 380-8764 for assistance.
You can also email your requests to hello@trollbeads.com.au and we will do our best to respond within 2 business days.
Our opening hours Monday – Friday :
AEDT: 7:00 AM – 11:00 AM, 8:00 PM – 10:00 PM
AWST: 7:00 AM – 8:00 AM
ACST: 7:30 AM – 9:30 AM, 9:30 PM – 11:30 PM
AEST: 7:00 AM – 10:00 AM
ACDT: 7:30 AM – 10:30 AM
- Payment
Placing your order on this website is completely safe and secure. We offer secure payments processed through Shopify Payments. We currently accept Visa, Mastercard, and American Express, as well as PayPal. For your personal security, we do not store any customer credit card information and require that payment information be entered each time you place an order on the site. Any refunds due to you will be credited back to the same method of payment used during purchase.
- Shipping and Delivery
Unfortunately, we do not ship to P.O. boxes, parcel lockers, or commercial addresses.
Orders are processed and shipped from Trollbeads USA distribution center. Orders will typically leave our facility within 2 - 4 business days (may be up to 5 business days during peak periods).
Estimated transit/delivery time:
- Australia: 6 - 10 business days
- New Zealand: 7 - 14 business days
Your order will be carefully packed in protective materials, and you will receive a shipping notification via email when your package is on its way.
Read our full Shipping Policy for more details.
- 2-Year Warranty
Trollbeads Australia & New Zealand warrants to the original end-user that this Trollbeads product will be free from defects in material or workmanship. The term of this warranty is limited to twenty-four (24) months from the end-user’s date of purchase, whether or not actual use begins on that date.
For full details, limitations, and exclusions, please refer to our Warranty Policy.
- Returns
All purchases made on this website are eligible to be returned within 30 days of delivery from within Australia and New Zealand. Return the items to us in new, unused condition.
If you choose to return your order, the return shipping cost will be at your own expense. You may select any carrier and shipping method, but please note that shipping fees are non-refundable. We recommend including insurance on all return packages. We are unable to reimburse shipping or insurance charges. Trollbeads is not responsible for lost, stolen, or damaged merchandise sent.
If you purchased items from a different online store or a retail location, please return the items to the original place of purchase. We are unable to accept returns of items not purchased directly from this website or returns sent from outside Australia and New Zealand.
Jewellery purchased from the Australia and New Zealand online store is accepted for exchange if returned in saleable condition within 30 days. Some exclusions may apply. Please contact our customer care team at hello@trollbeads.com.au for assistance with exchanges.
Please complete the return form provided by our customer care team and package the items securely to prevent damage during shipping. Clearly mark "RETURN" on the outside of the package and attach the return shipping label if provided.
Please send packages to:
Trollbeads
Attn: ECOMM RETURNS
3B Marlen Dr
Hamilton Township, NJ 08691
USA
We will process your refund within 7–10 business days of the package reaching our facility. Shipping charges are non-refundable. If we made an error with your order, all charges are eligible for a refund.
For questions, please contact our customer service team:
Email: hello@trollbeads.com.au
- Campaigns & Offers
- All offers are only valid while stock last.
- Discount codes are only necessary if they are clearly displayed.
- Only purchases within the promotion period qualify for free gifts. Offers and free gifts cannot be added to orders placed outside the campaign period.
- If items qualifying for the free gift are returned, the free gift must also be returned. If the free gift is not returned, we reserve the right to withhold the refund until we receive the free gift back.
- Some discounts may not appear in the shopping cart due to technical limitations, but the correct price will be applied.
- Disclaimer
We strive to always have a well-updated website and ensure that all information regarding our products is correct. However, errors may occur, and in certain cases, prices may be incorrect. If we discover a price error on a product that you have purchased, we will contact you as soon as possible. You will then have the option to proceed with the purchase at the correct price or cancel your order.
We reserve the right to update prices, correct errors, and adjust information on our website at any time.
- Third-Party Applications
While visiting our website, you may notice that we use third-party platforms such as Facebook, Instagram, Pinterest, and YouTube to provide information about Trollbeads. Please note that Trollbeads does not control the content or functionality of these third-party sites.