If you can't find an answer to your question below, Please do not hesitate to contact us. We will try our hardest to respond to your enquiry within 1 business day.

How much does Shipping cost?

Free Shipping on all orders valued at $70 or more, and a $9.95 Flat Rate Shipping & Handling Fee for all orders valued under $70.

Do you ship overseas?

Yes, currently we ship to about 90% of countries world wide.

Can I track my order?

Yes you can.

I can’t track my order! What can I do?

After you receive your tracking number, it takes on average 2 to 5 days for your tracking number to be active with the courier. 

Sometimes packages miss scan points and the tracking information is not updated. You will still receive your order. If you are worried and wish for us to follow up with the Postal Service / Courier on the location status of your order you can contact us.

How long will it take to get my order?

It depends on where you are. On average it will 6 to 16 business days for you to receive your order.

Please note: in some countries, packages take longer to pass through customs and it could take up to 30 - 45 business days for you to receive your order.

Can I change my shipping address?

No. Please double check your shipping address before placing your order.

Why did my order return to sender and what can I do?

If the tracking information shows that your parcel was returned to Sender due to incorrect address or unknown address or failure to collect the parcel from your local post office within the noted timeframe.

You will need to contact us via email: orders@allorajade.com.au with your order number and you will have to pay a $15.00 AUD Shipping and Handling fee to cover the costs incurred for us to resend your parcel to you.

It is the responsibility of the buyer to enter a correct shipping address and or to collect their order within the noted timeframe from their local post office.

Can I return my product?

Yes, easy and hassle-free!

Except: NO Earrings. Earrings can't be returned for hygiene reasons.

You must contact us first to initiate your return. Do not send your return products to us before you contact us first, as we will need to provide you with our returns shipping address and a returns reference number.

You can read our Returns Policy for more detailed information.

I want to return my order, where do I send it?

Please do not return your order without contacting us first.

Read our returns policy for more information or contact us.

What happens when I receive damaged items?

I hope this doesn't happen, but some mail services can be a bit rough.

Don't worry! Just send us an email with photo or video evidence within 7 days of receiving your order. 

We will 100% refund you or resend the item.

Can I get my product custom sized and how much does it cost?

It depends on the product. All options are outlined on the product page, so look out for customisation options there. Or you can contact us if unsure. All size customisations are currently free.

I have a discount code, how do I use it?

You can enter your discount code on the checkout page.

On mobile devices tap on the arrow down to open up your order summary and add your discount / coupon code there.

What is an automatic discount code?

If the items in your cart qualify for a sale that we are currently running with an automatic discount code, then the discount code will be automatically added to your order, you don't have to add the discount code yourself.

I don't want to use the automatic discount code, what can I do?

You can delete the automatic discount code and write a different code in its place.

I have 2 discount codes, why can't I use both?

You can only use 1 discount code per order. If you have 2 or more discount codes, just place 2 or more orders, this way you can maximise your savings.

I forgot to add my discount code, what can I do?

Contact us with your order number and the discount code and we can manually update your order for you.

Can I cancel my order?

Cancellations are only accepted via email notification and within 30 minutes after an order is placed. Please write "Cancel Order" in the subject line. A 15% fee of your total order amount will be deducted from your refund to cover gateway charges and inconvenience.

We are working as fast as we can to prepare your order for shipping and our partner couriers are doing the best they can to deliver as many parcels as possible in time for Christmas. However, we can not guarantee that you will receive your order before Christmas, as sometimes delivery delays occur for various reasons:

Unexpected severe weather events,

Covid-19 is still prevalent and causes staff shortages, 

Courier's scanning systems falsely send parcels to wrong sorting facilities (occurs seldom, but we have seen this in the past and causes a few days delay),

Parcels can get stuck for a few days at sorting facilities which causes a few days delay, 

and if your shipping address is in a rural / remote location, delivery always takes a bit longer. 

The above are just a few reasons that we can think of and have witnessed delivery delays caused therefore.

In the case of your Christmas Gift order not being delivered to you in time for Christmas, we sincerely apologise for any delivery delays in advance. Should you no longer wish to keep and gift the items that you ordered, you may return your order to us in accordance with our Returns Policy. Please contact us at returns@allorajade.com.au to initiate your returns process before sending your order back to us.

We don't offer gift wrapping of items and don't add special messages within the parcel.

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