Returns and refunds

Refund Policy

Policy overview

Eligibility, exclusions, assessment and refund timing explained before you begin a return.

Prepared for the Valoraie Australian store · Review status: pre-launch

Pre-launch operational review

Return address, return shipping charges, portal or carrier workflow, inspection time and refund service levels must be confirmed before launch.

Return eligibility

Unworn, non-personalised pieces may be returned within 30 days of delivery when they remain in original condition with tags and packaging. Proof of purchase is required.

Earrings must remain unworn for hygiene reasons. We may decline a change-of-mind return where an item shows wear, damage, alteration or missing components.

Exceptions

Personalised, engraved or otherwise customised pieces cannot be returned for change of mind because they were prepared for a specific customer. This does not affect rights where an item is faulty, damaged on arrival or materially different from the approved order.

Gift cards and any item identified as final sale are subject to the conditions shown before purchase and to applicable consumer law.

How to start a return

  1. Contact us within the return window with the order number.
  2. Wait for eligibility confirmation and return instructions.
  3. Pack the item securely and retain lodgement evidence.

Do not send returns to an address shown on a parcel without approval. Unauthorised returns may be delayed or unable to be matched to an order.

Condition assessment

Returned pieces are inspected against the eligibility requirements. If further information is needed, our care team will contact the purchaser using the order email address.

Refund timing

Approved refunds are issued to the original payment method. Bank and payment-provider processing times are additional to Valoraie’s assessment time. Original delivery charges and international duties are not refunded for change-of-mind returns unless required by law.

Faulty or incorrect items

If an item arrives damaged, incorrect or develops a possible manufacturing fault, contact us promptly with the order number, description and clear photographs. We will assess the appropriate repair, replacement, refund or other remedy under the warranty and applicable law.