Returns and Refund Policy

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Applicable to All Purchases from Adelle Louise Diamonds

Every Adelle Louise piece is handcrafted in Sydney by our master jeweller, and we want you to love it for a lifetime. This policy explains your options if a piece isn't right for you or fails to meet manufacturing standards. It should be read together with our Six-Month Limited Warranty and our Wear & Tear guidance.

1. Your Rights Under the 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 this policy or in our Limited Warranty limits these rights. Our Six-Month Limited Warranty is provided in addition to them.

2. Change-of-Mind Returns: Ready-to-Wear Pieces

We understand that jewellery is personal. If you change your mind about a ready-to-wear piece purchased from our collections, you may request a return within 14 days of delivery or collection.

To be eligible:

  • The piece must be unworn, unaltered, and in its original condition, with no signs of wear, scratching, or resizing.
  • Any tags, security seals, or identification tags must remain attached and intact.
  • It must be returned with all original packaging, presentation box, and documentation, including any GIA or IGI diamond grading certificate and valuation.
  • It must be returned in secure, protective packaging.
  • You must provide your original proof of purchase.

Eligible change-of-mind returns will be refunded to your original payment method or issued as store credit, at your choice. Shipping fees are non-refundable. Return shipping is at your cost. Acceptance of any return is subject to inspection by our master jeweller, based on the condition guidelines above.

Pieces not eligible for change-of-mind return:

  • Bespoke, custom-designed, or made-to-order pieces, including any piece made with a diamond or gemstone you selected (see Section 4).
  • Pieces that have been resized, engraved, personalised, or otherwise altered at your request.
  • Earrings for pierced ears, for hygiene reasons.
  • Marked-down sale pieces (see Section 3).
  • Gift cards and vouchers (see Section 9).
  • Pieces that show signs of wear or damage after delivery.

These exclusions apply only to change of mind. They never affect your rights if a piece is deemed faulty (see Section 5).

3. Sale & Promotional Purchases

Pieces purchased at a marked-down sale price are not eligible for refund, store credit, or exchange for change of mind.

This does not apply to full-price pieces purchased using a welcome code, discount code, or promotional offer. These may be returned under Section 2, and refunds will be for the amount you actually paid.

Sale pieces remain fully covered by our Limited Warranty and the Australian Consumer Law if faulty.

4. Bespoke & Made-to-Order Creations

Each bespoke piece is designed and handcrafted for you alone. The average production time is five to eight weeks once your stone is selected, design approved and your quotation is accepted. Because materials are purchased and work begins specifically for you, the following applies:

  • Deposit: A deposit of 50% is required to secure your quote, diamond and/or gemstone and begin your commission. It covers design work, CAD rendering, and the purchase of your chosen diamond or gemstone and precious metal.
  • Cancellation before stone purchase and production: If you cancel before your stone is purchased and production begins, we will refund your deposit, less a design fee of $350 for design and consultation work already completed.
  • Cancellation after stone purchase or production begins: Your deposit will be retained to the extent of costs we have reasonably incurred, such as the stone, materials, and labour already completed. Any amount above those costs will be refunded.
  • Design approval: Before production begins, you will be asked to approve your final design and specifications in writing. Once approved, the finished piece is not eligible for return or refund due to change of mind or a change in preference.
  • Bridal pieces: This includes engagement rings, wedding bands, and all pieces from our Bridal collection that are made to order. These pieces are final sale and cannot be returned or exchanged for change of mind or personal circumstances.
  • Faults: Bespoke pieces carry the same Six-Month Limited Warranty and Australian Consumer Law guarantees as all our jewellery. If a bespoke piece is faulty or not made as agreed, we will repair, remake, or refund it in line with Section 5.

5. Faulty Pieces & Warranty Claims

If you believe your piece has a manufacturing defect, please contact us promptly. Under our Six-Month Limited Warranty, we cover defects in materials and craftsmanship that arise under normal wearing conditions. This includes:

  • structural failure of the metal not caused by impact or misuse
  • stone loss caused by a defective setting
  • clasps, closures, or findings that fail under normal operation
  • significant manufacturing inconsistencies present at the time of creation

How faults are resolved:

  • Minor failures: Where a fault can be readily fixed, we will repair the piece or, at our discretion, replace it, at no cost to you.
  • Major failures: Where a fault is a major failure under the Australian Consumer Law, you may choose a refund or a replacement.
  • After the warranty period: You may still have rights under the Australian Consumer Law if a piece has not lasted as long as a reasonable consumer would expect with respect to our wear and tear guidelines. We will assess every claim fairly and in good faith.

What is not considered a fault:

  • normal wear and tear, such as surface scratching, gradual prong thinning, damage to metal and/or gemstones and rhodium wearing on white gold
  • accidental damage, impact, loss, or theft
  • chemical exposure, including chlorine, perfume, cleaning agents, and skincare products
  • improper storage or failure to follow our care instructions
  • alterations or repairs by a jeweller other than Adelle Louise or our authorised service partners

Making a claim: Email info@adellelouisediamonds.com with your proof of purchase and clear photographs of the concern. We may ask you to bring or send the piece to our Sydney studio for inspection by our master jeweller. For confirmed faults, we cover all reasonable return shipping and inspection costs.

6. Items Damaged in Transit or Incorrect on Arrival

Please inspect your order as soon as you receive it. Every piece is fully insured until it is delivered to you.

If your order arrives damaged, defective, or is not what you ordered, please contact us within 48 hours of delivery with photographs of the piece and its packaging. We will arrange a repair, replacement, or full refund, including all shipping costs, at no charge to you. Please keep all original packaging until the matter is resolved.

7. Ring Sizing & Exchanges

  • Ready-to-wear rings: If your ring does not fit, we offer one complimentary resize within 6 months of purchase, where the design allows. Further resizing is charged at our standard rates.
  • Designs that cannot be resized: Some designs, such as full eternity bands, tension settings, and certain patterned bands, cannot be resized. We will advise you of this before purchase where applicable.
  • Exchanges: Eligible ready-to-wear pieces may be exchanged for a different size or piece within the change-of-mind period in Section 2. Any price difference will be charged or refunded accordingly.
  • Resized pieces: Once a piece has been resized at your request, it is no longer eligible for a change-of-mind return.

8. Diamond Certificates & Documentation

All solitaire diamonds above 0.20ct are accompanied by a GIA or IGI grading report. Any return must include the original certificate. If a certificate is missing or damaged, we will deduct the cost of re-certification, currently $250, from your refund.

Every returned diamond is verified against its certificate, including its laser inscription where present. We cannot accept the return of any stone that does not match its original documentation.

9. Gift Cards & Vouchers

Adelle Louise gift cards and vouchers cannot be refunded, returned, or exchanged for cash, except where required by law. Gift cards are valid for 3 years from the date of purchase, as shown on the card.

Pieces purchased with a gift card that are returned for change of mind will be refunded as store credit.

10. Gifts

If you received an Adelle Louise piece as a gift, you have the same rights under the Australian Consumer Law as the original purchaser if the piece is faulty.

Change-of-mind returns and exchanges for gifts require proof of purchase. Where a refund applies, it will be issued as store credit, with written approval from the original purchaser.

11. International Orders

International orders are subject to the same terms as Australian orders, except where local consumer law gives you greater rights. Return shipping for change-of-mind returns is at your cost. Import duties and taxes paid to overseas authorities are not refundable by Adelle Louise. You may be able to reclaim these from your local customs authority.

European Union and United Kingdom customers: If your order is delivered to the EU or UK, you have the right to cancel within 14 days of receiving your piece, without giving a reason. To exercise this right:

  • Notify us in writing within that 14-day period.
  • Return the piece within 14 days of notifying us, unworn and in its original condition and packaging.

We will refund the amount paid, including standard delivery costs, within 14 days of receiving the piece back. Return shipping is at your cost. This right does not apply to bespoke, made-to-order, resized, engraved, or personalised pieces.

12. How to Return a Piece

  1. Contact us first. Email info@adellelouisediamonds.com with your order number and reason for return. Pieces sent to us without a Return Authorisation number will not be accepted and will be returned to you at your cost. This does not apply to faulty pieces, which we will always assess.
  2. Receive your Return Authorisation. We will confirm your eligibility and provide a Return Authorisation number and return instructions.
  3. Ship securely or return in person.
    • By post: Send the piece to ALPDIA, PO Box 300, Leichhardt NSW 2040. Use a tracked, fully insured, signature-on-delivery service for its full value, in discreet, secure packaging with no reference to jewellery on the outside.
    • In person: Book an appointment to return the piece at our studio: The Trust Building, Level 7, Suite 704, 155 King Street, Sydney NSW 2000.
  4. Inspection. Once received, our master jeweller will inspect the piece within 5 business days. We will notify you once your return has been inspected and let you know whether it has been approved.
  5. Refund. Approved refunds are processed to your original payment method within 10 business days of inspection and written confirmation. Your bank or card provider may take additional time to show the funds.

For change-of-mind returns, the piece remains your responsibility until it arrives with us. We recommend confirming that your shipping insurance, or personal insurance, covers the full value of the piece.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at info@adellelouisediamonds.com.

13. Contact Us

Adelle Louise Diamonds

Studio: The Trust Building, Level 7, Suite 704, 155 King Street, Sydney NSW 2000

Postal and returns: ALPDIA, PO Box 300, Leichhardt NSW 2040

Email: info@adellelouisediamonds.com

ABN: 67 601 075 486