Updated 16 March 2026

We want you to feel confident and delighted with your purchase. If something isn’t quite right, we’re here to help.

Overview

We accept returns for a refund within 30 calendar days from the date you receive your parcel, provided the return is delivered back to us within that timeframe. Returns delivered after 30 days may be accepted for store credit at our discretion.

Please note:

• Earrings cannot be returned for hygiene reasons, unless they are faulty or not as described.
• Custom-made or custom-sized items are final sale and cannot be returned for change of mind, unless they are faulty or not as described.
• Shipping fees are non-refundable for change-of-mind returns.

Before You Return an Item

Please contact us first at enq@allorajade.com.au or via our Contact Us page before sending anything back.

We require:

• your order number or proof of purchase, and
• we will provide your return reference number and the correct return address.

Do not send any return parcels without contacting us first, as they may be rejected or returned to sender.

Change of Mind & Wrong Size Returns

You may return eligible items for a refund or store credit within 30 calendar days of receiving your parcel, provided the item is returned to us within that timeframe and meets the return conditions below.

To be eligible for a change-of-mind or wrong-size return:

• the item must be brand new, unused, unworn, and in its original packaging,
• the item must not be damaged, altered, or returned without packaging, and
• the item must not have been purchased using a gift card or store credit.

Customers are responsible for the cost of returning items for change of mind or wrong size. We do not provide prepaid return labels.

When returning your item, please use a trackable shipping method. We are not responsible for lost return parcels.

Exchanges

For exchanges, including size changes, customers must:

• return the original item at their own cost, and
• pay a postage fee for the new item to be sent out.

Free shipping offers do not apply to exchange shipments.

Unless otherwise arranged, exchanges are processed via store credit, which you can use to place a new order in your preferred size or style.

Custom-Made / Custom-Sized Items

Any item made to your requested measurement, including custom-sized bracelets or necklaces, is considered custom made.

Custom-made items are final sale for change of mind and cannot be returned, refunded, or exchanged unless they are faulty, incorrect, or not as described.

Faulty, Damaged, Incorrect, or Not-as-Described Items

If your item arrives faulty, damaged, incorrect, or significantly different from what was described, please contact us as soon as possible with your order number and clear photo or video evidence.

We will assess the issue and, where required, provide an appropriate remedy in accordance with the Australian Consumer Law. Depending on the nature of the issue, this may include a repair, replacement, refund, or other appropriate remedy.

Nothing in this Returns Policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.

Refunds

Refunds are issued to your original payment method or as store credit, depending on the circumstances of the return.

Once your return has been delivered to us, please allow 1–2 weeks for your return to be inspected and processed. You will receive an email once your return has been approved and processed.

Refund posting times may vary depending on your bank or card provider.

Cancellations

Orders cannot be cancelled once placed, as processing may begin quickly.

When your parcel arrives, you are welcome to return any eligible item(s) in accordance with this Returns Policy once received.

Additional Important Information

• We do not accept parcels returned cash-on-delivery or parcels requiring additional payment.
• Items returned for change of mind that do not meet our return conditions may be rejected and returned to you at your expense.
• Shipping charges and government taxes are non-refundable for change-of-mind returns.
• In the event of any inconsistency, your rights under the Australian Consumer Law will apply.

Need Help?

If you have any questions, please contact us via our Contact Us page or email enq@allorajade.com.au — we’re always here to help.

Happy Shopping
Team at Allora Jade ✨