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 your tracking shows Delivered but you cannot locate the parcel, please first:

1. Check your mailbox, front door, side entrance and any other safe place around the property.
2. Check with household members, neighbours, reception or building management who may have accepted or collected the parcel.
3. Review any Proof of Delivery photographs provided by the courier.

If the parcel is still unable to be located, please contact us as soon as possible, preferably within 24 hours of the delivery scan.

We will review the available tracking and Proof of Delivery information and provide you with the courier and tracking details needed to investigate the delivery. You may also be asked to contact the courier directly to request GPS delivery confirmation or additional driver information, particularly where the courier requires verification from the recipient.

Please note that a parcel being reported as missing after a delivery scan does not automatically qualify for a refund or replacement. Each enquiry will be assessed using the courier’s tracking information, Proof of Delivery photographs, GPS information where available, and the outcome of any courier investigation.

If the courier confirms that the parcel was incorrectly delivered or otherwise not successfully delivered, we will work with you to provide an appropriate resolution.

If you have previously experienced parcel theft or unsecured deliveries at your address, we strongly recommend using a secure alternative delivery address, such as a workplace, trusted friend or family member, or an Australia Post Parcel Locker.

Can I return my product?

Yes — eligible change-of-mind and wrong-size items can be returned within 30 days of receiving your order, provided they are unused, unworn and returned in their original packaging.

Please note:

• Earrings cannot be returned for change of mind for hygiene reasons, unless they are faulty or not as described.
• Custom-made or custom-sized items are final sale for change of mind and cannot be returned or exchanged, unless they are faulty, incorrect or not as described.
• Customers are responsible for return postage for change-of-mind and wrong-size returns.
• Original shipping fees are non-refundable for change-of-mind returns.

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

For full details, please see our Returns & Refunds Policy.

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

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

Once you contact us, we will provide you with the correct return address, your return reference number and the information you need to send your return.

We recommend using a trackable shipping service, as customers are responsible for return parcels until they are received by us.

Can I exchange an item for a different size or style?

We do not process direct exchanges for change-of-mind or wrong-size returns.

If you would like a different size, colour or style, simply return the eligible original item in accordance with our return conditions. Once your return has been received, inspected and approved, a refund will be issued to your original payment method.

You can then place a new order through our website for the item you would prefer.

You are also welcome to place your new order before your return has been processed if you would like to secure your preferred item sooner.

Standard shipping rates and our current free-shipping threshold apply to the new order.

Do you charge a restocking fee?

No. Allora Jade does not charge restocking fees.

We have never charged a restocking fee on approved customer returns. Our standard return conditions and applicable return postage requirements still apply, but no restocking fee is deducted from your refund.

Do you offer extended returns for Christmas gifts?

Yes. We understand that jewellery purchased as a Christmas gift may not be opened until Christmas Day.

Eligible purchases made between 15 October and 15 December may qualify for our Christmas Extended Returns period. Please contact us by 5 January to request your return.

If your standard 30-day return period gives you a later return date, the later date will apply.

All of our normal change-of-mind return conditions still apply, including exclusions for earrings and custom-made or custom-sized items.

What happens if I receive a damaged, faulty or incorrect item?

If your item arrives damaged, faulty, 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 showing the issue.

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

Our change-of-mind return conditions, including the 30-day timeframe and original packaging requirements, do not limit your rights under the Australian Consumer Law.

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.

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.

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.

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.

Are your gemstones real?

Yes — we work with genuine gemstones. Some stones in the jewellery industry may be heat-treated or colour-enhanced to bring out their best colour. This is standard practice for many gemstone beads.

Are any gemstones dyed?

Some varieties can be colour-enhanced (for example, certain Imperial Jasper colours). If you have questions about a specific piece, we’re always happy to check for you.

What about heat-treated Citrine?

Natural Citrine is very rare, so most Citrine in jewellery worldwide (not just ours) is heat-treated Amethyst. We always share what we’re told by our suppliers and are happy to confirm case-by-case.

Why are some gemstones enhanced?

Enhancements can make gemstones more durable or reveal their natural colour. This doesn’t make them “fake” — it’s a respected technique used across the jewellery industry.

How can I check a piece before buying?

Just contact us with the product name and we’ll double-check the gemstone details with our supplier if needed.

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.