Return, Exchange & Refund Policy

Last updated: July 2026

At Goldéa Australia, we want you to feel confident and delighted with every piece you purchase. If you change your mind or experience a problem with your order, our Customer Care team is here to assist you.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

If a product does not meet the applicable consumer guarantees, you may be entitled to a repair, replacement, refund or another remedy, depending on the nature and seriousness of the problem.

Change-of-Mind Returns

You may request a return or exchange within 14 days of receiving your order, including eligible sale items and items purchased using a promotional code.

To qualify for a change-of-mind return, the item must be:

• Unworn and unused
• In new and saleable condition
• Returned with all original tags, where applicable
• Returned in its original, undamaged packaging
• Accompanied by all included accessories, certificates and promotional gifts, where applicable

Goldéa Australia reserves the right to decline a change-of-mind return if the item shows signs of wear, use, damage, alteration or improper handling.

Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer another suitable option or issue a refund in accordance with this policy.

Earrings and Hygiene

For hygiene reasons, earrings can only be returned for change of mind if they are completely unworn and meet all other return conditions.

Both earrings in a pair must be returned together.

This hygiene condition does not limit your rights if the earrings are faulty, incorrectly described or otherwise fail to meet a consumer guarantee under the Australian Consumer Law.

How to Request a Return

Before returning an item, please email our Customer Care team at:

support@goldea.com.au

Please include:

• Your full name
• Your order number
• The item you wish to return
• The reason for the return
• Clear photographs where the item is faulty, damaged or incorrect

Once your request has been reviewed, we will provide you with the appropriate return address and detailed return instructions.

Please contact us before posting your item. Sending an item without the required order and return information may delay its identification and processing.

We do not publish our return address online. It will be provided directly after your return request has been reviewed.

Items Not Eligible for Change-of-Mind Returns

The following items cannot be returned or exchanged because of a change of mind:

• Personalised items
• Engraved items
• Custom-made products
• Special-order products
• Gift cards
• Earrings that have been worn
• Items showing signs of wear, use, alteration or damage after delivery

These exclusions do not apply where an item is faulty or where you are otherwise entitled to a remedy under the Australian Consumer Law.

Faulty Items

If you believe your jewellery is faulty, please contact us at support@goldea.com.au and provide:

• Your full name
• Your order number
• A description of the issue
• Clear photographs or videos showing the problem
• Your preferred contact details

We will assess the item and your request in accordance with the Australian Consumer Law.

Depending on the circumstances and the nature of the fault, an appropriate remedy may include a repair, replacement, refund or another solution.

Damage caused by misuse, accidents, improper storage, failure to follow reasonable care instructions or normal wear and tear may not be considered a manufacturing fault. However, each claim will be assessed individually, and nothing in this section limits your rights under the Australian Consumer Law.

Incorrect Items

If you receive an item different from the one you ordered, please contact us as soon as possible at support@goldea.com.au.

Please include:

• Your full name
• Your order number
• Details of the item ordered
• Details and photographs of the item received

Once the issue has been verified, we will arrange a replacement or refund and cover the reasonable cost of returning the incorrect item.

Items Damaged During Delivery

We take great care when preparing and packaging every order. If your order arrives damaged, please contact us as soon as reasonably possible, preferably within 3 days of delivery, so we can investigate promptly.

Please provide:

• Your full name
• Your order number
• Clear photographs of the damaged item
• Photographs of the parcel and packaging
• A photograph of the shipping label

Please keep the damaged item and all packaging until we have completed our assessment.

Once the damage has been verified, we will arrange an appropriate remedy. This may include a replacement or refund, depending on the circumstances and product availability.

Goldéa Australia will cover reasonable return postage and replacement delivery costs for products confirmed as having been damaged during delivery.

The preferred three-day notification period does not remove or limit any rights you may have under the Australian Consumer Law.

Promotional Gifts

If your purchase included a complimentary gift, the gift must also be returned in its original condition when requesting a full change-of-mind refund.

If the complimentary gift is not returned, its advertised or reasonable retail value may be deducted from the change-of-mind refund.

For an approved exchange, you may keep the complimentary gift unless the terms of the relevant promotion state otherwise.

This section does not limit your rights where the purchased product is faulty or does not meet a consumer guarantee.

Return and Exchange Shipping Costs

For approved change-of-mind returns or exchanges:

• The customer is responsible for return postage.
• Original delivery charges are not refundable.
• Any additional delivery charge for sending an exchanged item may be payable by the customer.
• We recommend using a tracked postal service, as the customer is responsible for the parcel until it reaches us.

For faulty, incorrect or transit-damaged items:

• Goldéa Australia will cover or reimburse reasonable return postage costs where required.
• Replacement shipping will be provided at no additional charge where applicable.

Please contact us before returning a faulty, incorrect or damaged item so we can provide the correct instructions.

Return Packaging

Returned items must be securely packaged to prevent damage during transportation.

Where possible, please reuse the original protective packaging. Goldéa Australia may not be responsible for damage occurring during a change-of-mind return where the item was inadequately packaged.

Please retain your postage receipt and tracking information until your return has been completed.

Assessment of Returns

Once your return has been received, we will inspect it and notify you by email of the outcome.

For change-of-mind returns, we will check that the item meets the eligibility conditions in this policy.

For faulty-product claims, the item will be assessed in accordance with the Australian Consumer Law. In some cases, we may need to request additional information or arrange further inspection before confirming the appropriate remedy.

Refunds

Once an eligible refund has been approved:

• We will generally process it within 2–5 business days.
• The refund will be issued to the original payment method used for the order.
• We cannot issue the refund to a different card, account or customer.
• Your bank or payment provider may require additional time to make the funds available.

For approved change-of-mind returns, the refund will cover the purchase price of the returned item. Original delivery charges and return postage costs are not refundable.

Where an item is faulty, incorrect or damaged during delivery, any refund or reimbursement will be handled in accordance with the Australian Consumer Law and the circumstances of the claim.

If more than 10 business days have passed since we confirmed that your refund was processed, please contact us at support@goldea.com.au.

Jewellery Care and Normal Wear

To help preserve the appearance and longevity of your jewellery:

• Avoid contact with perfumes, lotions, cosmetics and household chemicals.
• Remove jewellery before showering, swimming, exercising or sleeping.
• Avoid prolonged contact with water, moisture, chlorine and salt water.
• Do not use abrasive cloths or harsh jewellery-cleaning products.
• Wipe each piece gently with a clean, soft and dry cloth after wearing.
• Store pieces separately in a soft pouch or jewellery box to help prevent scratches and tangling.

The appearance and lifespan of plated jewellery can be affected by the wearer’s skin chemistry, frequency of use, exposure to moisture and chemicals, and the way it is stored and maintained.

Gradual fading, tarnishing, surface scratches and other changes caused by ordinary wear or improper care may not constitute a manufacturing fault. This does not exclude any rights available under the Australian Consumer Law.

Contact Us

For all return, exchange, faulty-product or refund enquiries, please contact:

Goldéa Australia
Email: support@goldea.com.au

Our Customer Care team will review your request and provide the relevant return instructions and postal address.