Don't fall into the traps of this brand.
Proof that their products are of poor quality:
I received a bracelet for my 40th birthday. 8 months later, and while still under warranty, it broke, and I almost lost it. They repaired it for free.
2.5 years later, the same breakage happened, and I almost lost it again. They repaired it again. I paid for the repair.
3 weeks later, it broke again. Almost lost it again.
Given that the bracelet broke 3 times at the same spot in just 3 years despite being repaired twice, I obviously lost total trust in the quality of both the bracelet and the provided repair. Wearing this bracelet again would for sure result in losing it at some point.
After some research, including on this page and on other websites, I found out that many people are complaining about their products' quality, and especially their bracelets. It looks like many people had the same experience as me.
Proof their customer service is terrible:
It took me about 10 emails and sharing ACCC guidance for them to finally understand why I wouldn't accept a new repair as a fair resolution. It was utterly painful. They just ignored that the same breakage which happened 3 times including under warranty, and that their team failed twice to repair it.
When raising ACCC guidance, they finally conceded to give me a voucher. I was not enthusiastic, as I obviously have no trust in this brand anymore, but I accepted, as I wanted to end this case. I checked their website many times for many weeks. I excluded all necklaces and bracelets to avoid facing the same quality issue. I saw a ring, but it was out of stock. I waited for a couple of weeks and contacted them, asking if the ring would be restocked. What mattered to me was to get some value back out of the gift my friends had given me. Indeed, I am very attached to how much care they put in spoiling me for my 40th birthday. They informed me that the ring was permanently discontinued. However, there is until this date still nothing else on their website I would want to buy for either for budget, quality trust issues or just personal taste reasons. I therefore asked to convert the voucher into a refund. I explained that getting a voucher I couldn't use was an ineffective solution and was taking the value of the gift I had received away from me for unfair reasons, and related to some quality default that started under warranty, and which they failed twice to fix.
Up until today, they still refuse to recognise that they didn't provide any effective solution and that the bracelet is faulty. I am therefore left at loss of the value of the gift I received for quality reason.
All throughout, they remained absolutely cold and deaf to my concern. I feel incredibly sad because I am very attached to this gift, the issue clearly comes from a quality default and I am now left with a value that is taken away from me.
They sell jewellery. Jewels are highly emotional items and are supposed to last forever. They clearly don't care about how well they fulfil this basic mission.
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