Made-to-order return, change and cancellation information for clients in Australia and around the world.
Check your order details
Contact us promptly if your order information is incorrect. Changes are subject to production status, material availability and feasibility.
Because production may begin soon after confirmation, please review the design, size, personalisation, destination and contact details carefully before ordering.
Made-to-order and personalised pieces
Personalised, engraved, resized, bespoke or made-to-order items may have limited change-of-mind eligibility, subject to applicable law.
Contact us immediately if you need to request a change or cancellation. We will explain what is still possible based on the order’s production status.
Faults or damage
Faulty, damaged, incorrectly described or non-conforming items are handled in accordance with the rights that apply to the customer.
Contact before returning
Contact us before sending any item so we can review the circumstances and provide secure return instructions where a return is appropriate.
Duties and carrier fees
Import duties, taxes and carrier charges may be handled differently by destination and by the reason for the return.
How to request help
Send your name, order number if available, destination, a clear description of the issue and photographs where relevant. Do not send jewellery until return instructions have been provided.
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