Trollbeads Club
FAQ
FAQ
Terms of Service
General Information:
Trollbeads
Phone: 1 (855) 380-8764
Email: hello@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
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.
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:
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.
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.
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
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.
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.
Are you 18 years old or older?
Sorry, the content of this store can't be seen by a younger audience. Come back when you're older.
Trollbeads Club is a members-only community created for our most dedicated storytellers and collectors. As a member, you gain exclusive access to:
The Trollbeads Club Bead: When you join, you receive the current year’s Limited Edition Club Bead, created only for members.
Club-Only Beads: These are special designs released exclusively for Club members. You won’t find them anywhere else. Not available in stores, online, or in any other collection.
Member-only promotions: Access to exclusive promotions and special offers.
Exclusive events and content: Invitations to member-only events, competitions, and other initiatives. Access to exclusive content, like collection sneak peeks.
It’s your space to explore meaningful designs, discover limited creations, and be part of something truly special.
At the time of registration, you can choose between two membership plans:
• 1-Year Membership $89 USD, $109 CAD, $119 AUD
Valid for 12 months from your enrollment date. Includes the annual Limited Edition Club Bead and access to all Club benefits.
• 3-Year Membership— $239 USD, $305 CAD, $329 AUD
Valid for 36 months from your enrollment date. Includes three annual Limited Edition Club Beads (one each year) plus the full range of exclusive Club advantages.
Each plan gives you access to Club-Only beads, member-exclusive releases, and special experiences created just for our community.
Online registration: You can join the Club directly on our website. Simply complete your registration, and we’ll send your welcome package to the address you provide.
In-store registration: You’re also welcome to join the Club at your nearest Trollbeads store. Your membership payment will be handled directly in the store. If the store has the welcome package in stock, you can take it home right away. If not, you can choose to have it sent to your address or pick it up in-store once it arrives.
Online registration: You can purchase your Trollbeads Club membership just like any other product on our website.
Choose between a 1-year membership or a 3-year membership, add it to your cart, and complete the checkout. It’s quick and easy.
In-store registration, you can pay directly with cash or a credit card.
Online registrations: Your welcome package will be delivered within 5–8 working days. Delivery times may vary depending on your location, so in some cases, it might take a little longer.
In-store registrations: You can take your welcome package home immediately if the store has it in stock. If not, the store can either ship it to your address or let you pick it up once it arrives.
Membership renewal is not automatic. You can renew at any time by logging into your account and purchasing a new membership. If you prefer, you can also visit any Trollbeads store and renew directly in the shop.
You can reset your password by clicking “Login” and then “Forgot your password?” Just follow the steps shown on the screen to recover your account details.
Yes! You can upgrade at any time by purchasing a three-year membership. The three years will be added to the end of your current membership, no matter when your existing membership expires.
Club-Only beads are exclusive designs released just for Trollbeads Club members. These special pieces are not available in stores or on our public website; only members can purchase them.
They may include unique ready-to-wear designs or limited-edition creations made specifically for the Club community.
Yes, absolutely! You’re welcome to purchase more than one Club Bead or Club-Only bead; there’s no limit.
Make sure you’re subscribed to the newsletter in your personal profile. If you are already subscribed, please check your SPAM or Junk folder to ensure our emails
aren’t being filtered there. Add us to your safe sender list to receive all updates, offers, and Club news directly in your inbox.
We’re working on making Trollbeads Club memberships available as a gift. Stay tuned, we’ll share updates as soon as this option is ready!
The limited-edition Trollbeads Club Bead is released once a year, at the beginning of the year.
You don’t have to wait for your current membership to expire to receive the new Club Bead.
If you renew your membership while it’s still active, we will:
Example:
This way, you always get the newest Club Bead without losing any membership time.
Trollbeads Club sends a monthly newsletter with all the latest exclusive offers for members.
You can also always view all current offers on the Trollbeads Club webpage.
