Returns Policy

Updated: 21 November 2025

Overview

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

We accept returns for a refund within 30 calendar days (delivered to us) from the date you receive your parcel. Returns delivered after 30 days will receive store credit.

Please note:

• Earrings cannot be returned for hygiene reasons.

• Custom-made or custom-sized items are final sale and not eligible for return, refund, or exchange.

• Shipping fees are non-refundable.

Before You Return an Item

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

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.

Eligibility for Returns

To be eligible for a return:

• Items must be brand new, unused, and in their original packaging.

• Items that have been worn, used, damaged, altered, or returned without packaging will be rejected.

• Items purchased using a gift card or store credit are not eligible for return or exchange.

Change of Mind & Wrong Size Returns

You may return eligible items for a refund or store credit within the timeframe listed above.

Customers are responsible for the cost of returning items to us.
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 – Final Sale

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

Custom-made items are final sale and cannot be returned, refunded, or exchanged unless they are faulty.

Faulty, Damaged, or Incorrect Items

If the item you receive is faulty, damaged, or significantly different from what was described, we offer a 100% refund or replacement.

To qualify, you must contact us within 7 calendar days of receiving your parcel and provide photo or video evidence.
After 7 days, items are considered accepted in the condition received.

Shipping fees are not refunded for:

• undeliverable orders, or

• orders returned due to incorrect or incomplete addresses.

Refunds

Refunds are issued to your original payment method or as store credit.

Once your return has been delivered to us, your refund or store credit will be processed within 3–4 weeks.
You will receive an email once your return has been inspected and approved or rejected.

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

Cancellations

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 this Returns Policy.

Additional Important Information

• We do not accept parcels returned cash-on-delivery or requiring additional payment.

• Items that do not meet return conditions may be discarded or returned to you at your expense.

• Shipping charges and government taxes are non-refundable.

• In the event of miscommunication, the Terms & Conditions in this policy prevail.

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 ✨