Shipping policy
Each Eloise Falkiner piece is crafted by hand in our Melbourne studio. The information below explains our production approach, shipping rates and returns conditions, and applies to every order placed on www.eloisefalkiner.com.au.
Production lead time
Most pieces are made to order. Production time varies depending on the design, materials and current studio capacity, and is communicated at order confirmation. For time-sensitive purchases (gifts, anniversaries, proposals, weddings), please contact hello@eloisefalkiner.com.au before ordering so we can advise on feasibility.
Shipping within Australia
Once your piece is ready, it is dispatched via Australia Post Express Tracked, fully insured for its retail value.
- Free Express shipping Australia-wide on orders over AUD $250.
- For orders below AUD $250, a flat rate of AUD $10 applies for Standard Shipping.
- A signature is required on delivery for security reasons.
- Tracking details are emailed at dispatch.
International shipping
We ship internationally via tracked and insured courier services. International delivery times vary depending on the destination country, customs processing and local carrier performance, and cannot be guaranteed.
- Flat rate of AUD $60 for Standard Shipping, worldwide.
- A signature is required on delivery for security reasons.
- Tracking details are emailed at dispatch.
Customs, duties and taxes (international orders)
International orders may be subject to customs duties, import taxes or other fees levied by the destination country. These charges are the responsibility of the recipient and are not included in the order total or shipping cost. We recommend checking your country's import regulations before ordering.
Order processing and tracking
When your piece is dispatched, you will receive a shipping confirmation email containing your tracking number. Please allow 24 hours for tracking information to update with the carrier.
Lost, delayed or damaged shipments
If your shipment appears lost, significantly delayed, or arrives damaged, please contact hello@eloisefalkiner.com.au within 7 days of the expected or actual delivery date, with your order number and any photographs of damage. All shipments are fully insured. We will work with the carrier and, if necessary, replace or refund the order in line with the Australian Consumer Law.
Incorrect or undeliverable addresses
Please double-check your shipping address at checkout. If a parcel is returned to us due to an incorrect address or non-collection at the post office, the customer is responsible for any redelivery cost.
Returns
We do not offer refunds for change of mind. Eligible returns are accepted for exchange or store credit only.
Your rights under the Australian Consumer Law
Nothing in this policy excludes or limits the rights you have under the Australian Consumer Law (ACL). You are entitled to a replacement, repair or refund for a major failure, in line with the ACL.
Change of mind — exchange or store credit
To initiate a return, contact hello@eloisefalkiner.com.au within 7 days of receiving your order. Eligible returns must be:
- Approved by Eloise Falkiner via email
- Received back within 14 days of purchase
- In original packaging
- Unworn and in new condition
- Not a made-to-order, custom-made or sale item
Return freight cost is to be organised by the customer. Unauthorised returns are refused and returned at customer expense.
Made-to-order and bespoke pieces
Custom-made and made-to-order pieces — including engagement and wedding rings, custom-sized rings, and bespoke commissions — are not eligible for change-of-mind returns or exchanges. These items remain protected under the Australian Consumer Law for any major failure.
Sale items
Sale items cannot be exchanged or refunded.
Faulty or incorrect items
If your piece arrives damaged, faulty, or different from what was ordered, contact hello@eloisefalkiner.com.au within 7 days of receipt with your order number and photographs. We will arrange repair, replacement or refund in line with the ACL. Eloise Falkiner covers return shipping costs for faulty or incorrect items.
For full refund procedures and timelines, see our Refund Policy.
Contact
For any question regarding shipping or returns, contact hello@eloisefalkiner.com.au.
Last updated: 30 April 2026.