Refund policy

Refunds are not automatic. All return and refund requests must be made by emailing info@jaellejewelry.com with your order number and, where relevant, photos of the piece. We assess every request and will let you know the outcome.

Change of mind

Every Jaelle Jewelry piece is handmade, and most are made to order. For this reason we do not offer refunds or exchanges for change of mind on any piece, including made-to-order, bespoke and One of a Kind pieces. Please choose carefully, and contact us before you order if you have any questions about sizing, metals or gemstones.

Faulty pieces

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If your piece is faulty, please contact us. Once we have assessed it, we will repair, replace or refund it in line with the Australian Consumer Law. We may ask you to return the piece so we can inspect it.

The following are not faults: normal wear and tear, accidental damage, damage from chemicals or misuse, resizing or repairs carried out by another jeweller, and the natural variations in finish and gemstones that are part of handmade jewellery.

Return shipping

Return shipping costs are paid by the customer, except where the law requires us to cover them.

Bespoke commissions

The A$300 design fee (credited towards the final price) and the 50% production deposit for bespoke pieces are not refundable for change of mind once design work or production has started. See our Terms of Service for details.

Approved refunds are made to the original payment method.