Returns and Refunds Policy

Updated 24 August 2026

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

Overview

For change-of-mind and wrong-size returns, we accept eligible items for a refund within 30 calendar days from the date you receive your parcel. Returns received after 30 days may be accepted for store credit at our discretion.

Faulty, damaged, incorrect, or not-as-described items are handled separately in accordance with the Australian Consumer Law and are not limited by our change-of-mind return timeframe.

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 for change of mind and cannot be returned or exchanged, unless they are faulty, incorrect, or not as described.
Shipping fees are non-refundable for change of mind and wrong size returns.
Allora Jade does not charge restocking fees.

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 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.

Christmas Extended Returns

We understand that jewellery purchased as a Christmas gift may not be opened until Christmas Day, so we offer an extended return period for eligible Christmas purchases.

Eligible items purchased between 15 October and 15 December may be returned under our Christmas Extended Returns period. If your standard 30-day return period would otherwise expire before Christmas or shortly afterwards, you may contact us to request a return up until 5 January.

This extended Christmas return period does not shorten our standard 30-day return policy. If your normal 30-day return period gives you a later return date, the later date will apply.

Once your return has been approved, the parcel must be lodged with a trackable shipping service within 7 calendar days.

All standard change-of-mind return conditions still apply. Items must be brand new, unused, unworn and returned in their original packaging.

Earrings cannot be returned for change of mind for hygiene reasons, and custom-made or custom-sized items remain final sale unless they are faulty, incorrect or not as described.

Customers are responsible for return postage. Approved returns will be refunded to the original payment method.

Wrong Size or Want a Different Item?

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

If you would like a different size, colour, style or item, please return the original eligible item in accordance with our Change of Mind & Wrong Size Returns 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 or size you would prefer.

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

Any new order is subject to our standard shipping rates and current free shipping threshold at the time the new order is placed.

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. Our change-of-mind return conditions, including the 30-day timeframe and original packaging requirements, do not limit your rights where an item fails to meet the Australian Consumer Guarantees. Depending on the nature of the issue, this may include a repair, replacement, refund, or other appropriate remedy.

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

Refunds

Approved refunds are issued to the original payment method used for your order. Store credit may be provided instead where specifically agreed or where otherwise stated in this policy.

Once your return has been delivered to us, please allow 1–3 business days for your return to be inspected and processed. You will receive an email once your return has been approved and the refund or store credit has been issued.

Once processed, refunds are issued immediately from our end. Please note that refund posting times may vary depending on your bank, card provider, PayPal or payment method.

Restocking Fees

Allora Jade does not charge a restocking fee on approved returns.

We have never charged a restocking fee on approved customer returns. Where a change-of-mind return is accepted, the return conditions and applicable shipping costs outlined in this policy still apply; however, no restocking fee is deducted from your refund.

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 and Refunds 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 ✨