Warranty & Return Policy

This policy applies to faults, damage, and returns for products you have already received, whether purchased in-store or online. For issues relating to a pre-order or custom order before it has been delivered or collected, see our Pre-Order & Custom Order Policy.

General Policy

  • We do not accept returns or exchanges for change of mind on any product, including body jewellery, apparel, accessories, or aftercare items.
  • Our policy fully complies with Australian Consumer Law: If your item is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund as required by law.
  • To make a claim, you must contact us directly by email and provide proof of the fault (clear photo/video and a description of the issue).
  • Items returned to us without first contacting us and receiving approval will not be accepted.
  • This policy is in addition to your rights under Australian Consumer Law.

Body Jewellery

  • No returns or exchanges are accepted on any body jewellery due to health and safety. Please select your jewellery carefully, including size and gauge.
  • If your jewellery is faulty, damaged, or not as described, contact us within 14 days of delivery. For lifetime warranty claims (e.g., stones falling out, broken pins), contact us at any time as these are covered by the manufacturer's warranty.
  • If your jewellery arrives with a manufacturing defect (for example, a loose stone), contact us within 14 days of delivery. For lifetime warranty claims (e.g., stones falling out, broken pins), contact us at any time—these are covered by our manufacturer's warranty.
  • For all warranty claims, you must provide proof (photo/video) and return the jewellery to us in store or by mail, as required.
  • The manufacturer will determine if a fault is covered. Not all repairs are free; some may incur a fee if the issue is deemed not to be a manufacturing defect. We will always advise you before proceeding.
  • Custom ordered and sale jewellery has the same warranty.
  • We do not accept repairs or manufacturer warranty claims for jewellery that was not purchased from us.

Apparel & Accessories

  • Returns or exchanges are not accepted for wrong size, change of mind, or unwanted items.
  • If an apparel or accessory item is faulty, damaged, or not as described, contact us within 14 days of delivery with clear photos/videos showing the issue.
  • Faulty or incorrect items will be replaced or refunded in line with consumer law.
  • Items do not require original packaging or tags for returns, but we may ask for the item to be returned for inspection at our discretion.

Aftercare Products

  • No returns or exchanges for change of mind, regardless of whether the product is opened or unopened.
  • If your aftercare product is faulty or damaged, contact us with photo/video proof and a description of the fault. We will arrange a replacement in accordance with the manufacturer's warranty.

Making a Claim

There are different types of claims depending on what's happened to your order. Manufacturing defects are covered under the relevant manufacturer's warranty. Loss or damage during shipping is covered either under the carrier's own policies, or under our shipping insurance provider, ShipInsure, if that option was added at checkout.

To make a claim:

  1. Contact us by email with your order number, a description of the issue, and clear photo/video proof.
  2. We'll guide you to the right pathway for your situation and advise on next steps — please don't send items back without prior approval.
  3. For manufacturing warranty claims, you may need to return the item to us for assessment or repair. We cover return shipping for all approved faulty items.
  4. If your item is eligible and cannot be repaired or replaced, a refund or store credit will be issued as required by law.

International Orders

  • We ship worldwide. All policies above apply equally to international orders.

Other Important Information

  • All manufacturing faults or defects will be determined by the manufacturer.
  • Jewellery repairs are assessed on a case-by-case basis; not all repairs are covered at no charge.
  • We are always happy to assist with repairs and warranty claims, just get in touch with us directly.

Policies & Questions

  • This policy forms part of our full set of policies, which are incorporated together and can be found on our Policy Index page.
  • We may update this policy at any time. The current version will always be available on our website.
  • For any questions, please visit our Contact page for information on how to get in touch.
  • You also have the right to complain to the Office of the Australian Information Commissioner (OAIC) or your local privacy regulator.