Terms of service

Last updated: 3 October 2026

1. About us and these terms

These terms apply when you browse jaellejewelry.com, place an order, book a showroom appointment or commission a bespoke piece from Jaelle Jewelry ("we", "us", "our"). By placing an order you agree to these terms, together with our Refund Policy, Shipping Policy and Privacy Policy, which form part of them.

LSS Discovery Pty Ltd (ABN 74 642 350 785), trading as Jaelle Jewelry
Email: info@jaellejewelry.com · Phone: 0435 435 995
Showroom (by appointment only): Suite 21, 401 Pacific Highway, Artarmon NSW 2064
Postal address (mail only): PO Box 570, Lindfield NSW 2070

2. Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in these terms limits those rights.

3. Handmade, made-to-order pieces

Every piece is handmade in our Sydney studio, and most are made to order after you purchase. Because of this:

  • Small variations in finish, texture, colour and gemstone appearance from the photographs are a natural part of handmade jewellery and natural gemstones, and are not a fault.
  • Product photos may show a piece in a different metal, gemstone or size from the option you choose.
  • Please check your ring size, metal and gemstone choices carefully before ordering. We are happy to help with sizing before you buy.

4. Prices and payment

  • All prices are in Australian dollars (AUD) and include GST where applicable.
  • Where a product shows "From", the final price depends on the metal, gemstone and size you select.
  • Payment is taken in full at checkout through the payment methods shown (which may include card, PayPal, Afterpay or bank transfer). Afterpay and PayPal purchases are also subject to those providers' own terms.
  • If a price is displayed incorrectly because of an obvious error, we will contact you before making your piece and you may choose to pay the correct price or cancel the order.

5. Orders and production times

  • Your order is accepted when we send you an order confirmation email.
  • Made-to-order pieces usually take 10–20 business days to make before they are shipped. Ready-to-ship and One of a Kind pieces are usually sent within 1–2 business days.
  • These are estimates, not guarantees, and a delay does not by itself entitle you to cancel or to a refund. If your piece will be significantly delayed, we will let you know and work out a solution with you.
  • We may decline or cancel an order (for example, if a material becomes unavailable). If we cancel, we will refund the amount you paid for that order.

6. Changing or cancelling an order

Orders cannot be cancelled automatically. Because work on made-to-order pieces starts soon after purchase, please contact us as soon as possible if you need to change or cancel. Any change or cancellation is at our discretion. Once production has started, we do not accept cancellations for change of mind.

7. Bespoke and custom commissions

  • Bespoke pieces are designed with you. We will confirm the design, materials, price, timeframe and any deposit in writing before we start.
  • A design fee of A$300 is payable before design work begins as your initial commitment. It is credited towards the final price of your piece.
  • Once you approve the design, a 50% deposit of the quoted price is payable before we start making your piece. The balance is payable before dispatch or collection.
  • The design fee and deposit are not refundable for change of mind once design work or production has started.
  • Once you approve the final design, bespoke pieces cannot be returned or refunded for change of mind. Your Australian Consumer Law rights still apply.
  • Unless we agree otherwise in writing, we keep the copyright and design rights in every design we create, including bespoke designs, and may photograph and share finished pieces. Tell us if you would like your commission kept private and we will respect that.

8. Shipping and delivery

  • We ship with Australia Post with signature on delivery. Domestic Regular shipping is A$13 and Express is A$18 (fully insured). International Regular shipping is A$60 and International Express is A$100.
  • Delivery times are estimates from the carrier. International delivery usually takes 2–4 weeks from dispatch.
  • International customers are responsible for any import duties, customs fees and local taxes charged by their country.
  • Please make sure your delivery address is correct. If a parcel is returned to us because of an incorrect or incomplete address, or because it was not collected, re-delivery costs are payable by you.
  • Full details are in our Shipping Policy.

9. Returns and refunds

  • Refunds are not automatic. All requests must be made by contacting us at info@jaellejewelry.com with your order number and photos where relevant. We will assess each request and tell you the outcome.
  • Faulty items: if your piece has a fault, 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.
  • Change of mind: we do not offer change-of-mind refunds on any piece, including made-to-order, bespoke and One of a Kind pieces.
  • Where a piece is returned to us, the customer pays return shipping.
  • Full details are in our Refund Policy.

10. Care, wear and repairs

Jewellery needs care. Normal wear and tear, damage from accidents, misuse, chemicals, or resizing or repairs by another jeweller are not faults. We are happy to quote for repairs, cleaning and resizing on pieces we have made.

11. Showroom appointments

Our Artarmon showroom is open by appointment only. Please book through our Bespoke Enquiry form and let us know if you need to reschedule.

12. Intellectual property and fan-inspired pieces

All designs, photographs and content on this website belong to us or our licensors and may not be copied or used without our permission. Some of our pieces are inspired by games, films, books and other fandoms. These are original handmade designs. They are not official merchandise and are not endorsed by or affiliated with the owners of those works, whose names and trade marks belong to them.

13. Our liability

To the extent permitted by law (and without limiting your rights under the Australian Consumer Law), we are not liable for indirect or consequential loss, or for delays caused by events outside our reasonable control, such as carrier delays, customs or natural disasters.

14. Privacy

We handle your personal information in line with our Privacy Policy.

15. Changes to these terms

We may update these terms from time to time. The version on this page when you place your order applies to that order.

16. Governing law

These terms are governed by the laws of New South Wales, Australia, and you and we submit to the courts of New South Wales.

17. Contact us

Questions about these terms? Email info@jaellejewelry.com or call 0435 435 995.