Thirty days from delivery. Buying jewellery online means committing before you've seen it, so the window is generous on purpose.
Email us first and we'll walk you through it. Most returns are settled in one reply.
The process
- 01 Contact us with your order number and the reason. Photos help if something has arrived damaged or faulty.
- 02 We reply within one business day with a return address and instructions.
- 03 Send it back in its original box and packaging, using a tracked and insured service. Please don't post jewellery in a plain envelope.
- 04 Refund within 3 business days of it reaching us and passing inspection, back to your original payment method.
Who covers return postage
| Faulty, damaged or not as described | We do |
| We sent the wrong item | We do |
| Wrong size ordered | You do |
| Changed your mind | You do |
Condition
Try it on. Look at it in daylight. See how it sits. That's the whole point of the return window and it won't count against you.
What we can't accept is a piece that has been worn out and about, scratched, altered, resized elsewhere, or returned without its box and packaging. If you're unsure, send a photo before you post it and we'll tell you honestly.
What we cannot take back
- 01 Pierced earrings, once the seal or packaging has been opened. This is a hygiene requirement and it applies everywhere, not just here.
- 02 Engraved or personalised pieces, since they can't be resold. Please check spelling carefully before ordering.
- 03 Made to order or custom pieces, unless faulty.
- 04 Items already resized by a jeweller other than us.
None of these exclusions affect your rights if an item is faulty. Australian Consumer Law applies regardless.
Wrong size? Get in touch. In most cases we can exchange for a different size rather than refund, and we'll hold the replacement for you while the original is in transit.
Faults after 30 days
A clasp that fails, a stone that comes loose, plating that lifts far earlier than it should. Contact us regardless of how long it has been. Manufacturing faults are covered by the consumer guarantees below, and there is no fixed cutoff on those.
Australian Consumer Law
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.
Our 30 day policy sits on top of those rights. Nothing on this page reduces what you are entitled to.
Not quite right? Come to us first.
Send your order number and we'll reply within one business day.
Sizing, exchanges and faults are all handled the same way.