How much does shipping cost?

Shipping within Australia is:

• Free for orders $79 AUD+
  
• $9.95 AUD flat rate for orders under $79 AUD
  

For USA customers:

• Free over $50 USD
  
• $7.00 USD flat rate under $50
  

Shipping rates for your location are shown at checkout.

Do you ship overseas?

Yes — we ship to most countries worldwide.
Available shipping methods and pricing will appear at checkout based on your location.

Can I track my order?

Yes.
Once your order has been processed, you’ll receive a shipping confirmation email with your tracking number and a direct link to track your parcel.

My tracking isn’t updating — what can I do?

It’s very normal for tracking to take 1–3 business days to activate, depending on the courier.
Sometimes parcels also miss scan points, but they still continue moving through the network.
If your order is still within the delivery timeframe, this is completely normal.

If you’re concerned or your parcel appears delayed, feel free to email us and we’re happy to check it for you.

How long will it take to receive my order?

Delivery timeframes:

• 6–12 business days
  
• Rural areas: please allow a few extra days.
  

On rare occasions, courier delays (weather, customs, peak season, etc.) may extend delivery times.

Can I change my shipping address after placing my order?

Because we process orders quickly, we cannot guarantee that changes can be made once an order has been placed.
Please double-check your shipping address before completing checkout.

Why was my parcel returned to sender?

Parcels are returned when:

• the address provided was incomplete or incorrect, or
  
• the parcel was not collected from the local post office in time.
  

If your parcel is returned to us, please email us with your order number.
A $20 AUD re-shipping & handling fee is required to resend the parcel.

Customers are responsible for ensuring their shipping address is accurate and for collecting parcels within the courier’s timeframe.

My order says “Delivered” but I didn’t receive it — what should I do?

If tracking shows “Delivered” but the parcel isn’t with you:

1. Please check with household members, neighbours, or building management.
   
2. Contact the courier directly using your tracking number for GPS confirmation.
   
3. If nothing is located, contact us within 24 hours of the delivery scan and we’ll provide all details needed to lodge a courier investigation.
   

We are not responsible for parcels marked as delivered but not received.

Can I return my product?

Yes — you can return eligible items within 30 days of receiving your order, as long as they are unused and in original condition.

Please note:

• Earrings cannot be returned for hygiene reasons.
  
• Custom-sized items are final sale and cannot be returned or exchanged.
  

Before sending anything back, please contact us first so we can provide you with the correct return address and your returns reference number.

For full details, see our Returns Policy.

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

Please do not send your order back without contacting us first.

We’ll provide you with:

• our returns shipping address
  
• your returns reference number
  
• next steps for processing your return
  

This ensures your return is received correctly and processed smoothly.

What happens if I receive a damaged or faulty item?

If something arrives damaged, faulty, or significantly different from what was described, please email us within 7 days of receiving your parcel and include clear photo or video evidence.

We will offer you a replacement or a refund as per our Returns Policy.

Can I get my product custom sized?

Yes — many of our bracelets and some necklaces can be custom sized.
Custom sizing options are shown on each product page, or you can contact us if you’re unsure.

Please note:

• Custom sizing is a paid service
  
• Returns are not accepted for custom-sized items
  
• We always confirm measurements before the item is made
  

For more information, see our Custom Sizing page.

Apple Watch Band Compatibility

Our gemstone Apple Watch bands are compatible with all current Apple Watch case sizes.

Compatible sizes:

• Series 4, 5, 6, SE: 40mm / 44mm
  
• Series 7, 8: 41mm / 45mm
  
• Series 10: 42mm / 46mm
  
• Ultra: 49mm
  

Cross-compatibility:

• 38mm / 40mm / 41mm / 42mm bands fit all 38–42mm cases
  
• 44mm / 45mm / 46mm / 49mm bands fit all 44–49mm cases
  
• New Series 10 sizes remain compatible with older sizes in the same range
  

You can match most bands with any Apple Watch Series 3 or later case of the corresponding size group.

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

You can enter your discount code on the checkout page.

On mobile: Tap the small dropdown arrow beside Order Summary to open the code box, then enter your discount code.

What is an automatic discount?

If your items qualify for a promotional offer, Shopify will automatically apply the discount at checkout — no code needed.
You’ll see it displayed under your Order Summary.

I don’t want to use the automatic discount — can I remove it?

Yes.
You can delete the automatic discount at checkout and replace it with a different discount code of your choice.

Why can’t I use more than one discount code?

Only one discount code can be used per order.
If you have multiple codes, you're welcome to place separate orders to use each code.

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

Once an order has been placed and paid for, discount codes can’t be added retroactively.

However — we’re happy to help!

Just email us your order number and the discount code you meant to use, and we’ll issue the equivalent amount as store credit for your next purchase.

Can I cancel my order?

Cancellations are not accepted.
Once your order has been placed, it cannot be cancelled.

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

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.

Can I make changes to my order after it’s placed?

Because our team processes orders quickly, we’re unable to make changes to the products in your order once it has been finalised.

What if I entered the wrong delivery address?

If you’ve entered an incorrect address, please email us immediately at enq@allorajade.com.au.

If your order has not yet been processed or shipped, we will do our best to update the address — however, changes cannot be guaranteed due to our fast processing times.

If the order has already been shipped, you will need to wait for the parcel to be returned to us (if the courier returns it). A re-shipping & handling fee will apply to resend your parcel.

We always work as quickly as possible to prepare and send your order, and our partner couriers do their best to deliver parcels on time during the busy Christmas period.

However, due to the high volume of holiday freight, we cannot guarantee Christmas delivery.

Delays can occasionally occur due to:

• courier and postal backlogs
  
• severe weather events
  
• customs or transit delays
  
• rural or remote delivery locations
  

If your order is intended as a Christmas gift, we recommend ordering early to allow extra time for delivery.

If your parcel does not arrive in time for Christmas and you no longer wish to keep the item(s), you’re welcome to return your order in line with our Returns Policy.

Simply contact us at enq@allorajade.com.au to start the return process.

Do you offer gift wrapping or include special messages?

At the moment, we don’t offer gift wrapping or personalised message cards inside parcels. All items are packaged safely and neatly in our standard protective packaging.

Do you include invoices or paperwork inside parcels?

No — we don’t include any invoices, receipts, packing slips, or paperwork inside our parcels.
Your privacy is protected and your order arrives clean and gift-friendly.

Are prices shown anywhere inside the parcel?

No.
We never include prices inside the parcel, making it perfect for sending gifts directly to someone else.

How is my order packaged?

We package our jewellery with functionality, protection, and sustainability in mind. Most items are packed in a simple resealable protective bag. This helps keep your jewellery safe from dust, moisture, and humidity during storage and transit — and customers often reuse these bags at home.

We intentionally avoid unnecessary packaging because:

• simple packaging protects gemstone jewellery better in transit
  
• decorative packaging is usually single-use and ends up in landfill
  
• this approach helps keep our prices affordable
  
• it’s kinder to the environment
  

Your order will arrive safely, cleanly, and without unnecessary waste.

Why don’t you use gift boxes or decorative packaging?

We focus on packaging that protects your jewellery while also being environmentally responsible. Most decorative packaging is thrown away after opening, contributing to landfill.

By choosing simple, protective packaging, we reduce waste while keeping your jewellery safe and the overall cost down for our customers.

Can I send a gift directly to someone else?

Yes — absolutely! Just enter the recipient’s name and address at checkout.
Since we don’t include any invoices, papers, or pricing inside the parcel, your gift will arrive beautifully and discreetly.