Refund policy

Each Eloise Falkiner piece is crafted to order in our Melbourne studio. Because every item is made specifically for you, our policy reflects the bespoke nature of our work — while fully honouring your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Nothing in this policy excludes or limits the rights you have under the Australian Consumer Law (ACL). Our products come with guarantees that cannot be excluded. You are entitled to a replacement, repair or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.

Change of mind — exchange or store credit

We do not offer refunds for change of mind.

You may return eligible items within 7 days of receipt for an exchange or a store credit, valid for 12 months on www.eloisefalkiner.com.au.

To be eligible, the item must be:

  • Unworn, unaltered, and in its original packaging
  • Accompanied by proof of purchase
  • Not a made-to-order or bespoke piece (see below)

Return shipping costs for change of mind returns are the customer's responsibility. We recommend a tracked and insured service such as Australia Post Tracked or Express.

Made-to-order and bespoke pieces

Pieces produced specifically for your order — including custom sizing, bespoke commissions, engagement and wedding rings, and any one-of-a-kind piece made upon receipt of your order — are not eligible for change of mind returns or exchanges.

These items remain fully protected under the Australian Consumer Law in the event of a major failure or manufacturing defect.

Faulty, damaged or incorrect items

If your piece arrives damaged, faulty, or different from what was ordered, please contact us within 7 days of receipt at hello@eloisefalkiner.com.au with photographs of the item.

We will arrange, at our discretion and in line with the ACL, a repair, replacement, or refund. Eloise Falkiner covers all return shipping costs for faulty or incorrect items.

How to initiate a return

Email hello@eloisefalkiner.com.au with:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return

We will respond within 2 business days with return instructions and our return address.

Processing time

Once we receive your returned item, please allow 5–7 business days for inspection and processing. Store credits are issued by email; exchange pieces are shipped once the new item is ready.

Sale items and gift cards

Sale items are eligible for exchange or store credit unless marked final sale. Gift cards are non-refundable.

Contact

For any question regarding this policy, please contact hello@eloisefalkiner.com.au.

Last updated: 27 April 2026.