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Returns

We want you to love your stone. If something isn't right, here's how we'll make it right.


Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. This means our products must be of acceptable quality, match their description and any images or samples, be fit for the purpose you told us about, and come with full ownership and no hidden charges.

If a product fails to meet these guarantees, you're entitled to a remedy. For a major failure, you can choose a refund or a replacement. For a minor failure, we may choose to repair, replace or refund within a reasonable time. You may also be entitled to compensation for any other reasonably foreseeable loss or damage. These rights apply in addition to any policy below, and nothing here limits them.
Contact us as soon as you notice a problem at [email / phone], with your order number and a few clear photos. We'll assess it promptly and offer the remedy you're entitled to.

• We cover the reasonable cost of returning a faulty or misdescribed item to us.
• Refunds go back to your original payment method, for the full amount paid.
• We don't offer credit notes in place of a refund where you're entitled to one.
• You don't need the original packaging for a faulty item, but we may ask for proof of purchase, such as your order confirmation or tax invoice.

Damaged in transit? Keep the packaging and let us know within 3 days of delivery, with photos. We'll arrange the claim with the carrier and resolve it with you directly.

Because most of our stones are one-of-a-kind, we don't offer change-of-mind returns. This doesn't affect your rights if a product is faulty, damaged or not as described, as covered above.

Vintage stones and pieces may show signs of age, and we describe these honestly on each listing. Returns and consumer guarantees apply as for any other item: the piece must match its description and be of acceptable quality given its age and price. 

Where a stone comes with an OCIRT card, please return the card with the stone. Only one card is issued per stone, and a replacement can only be produced if the unset stone is returned for full re-examination.  

1. Contact us at [email / phone] with your order number and the reason for the return.
2. We'll reply with a returns number and instructions.
3. Pack the item securely, include the documentation and returns number, and send it with tracked, insured shipping.
4. We'll inspect the item on arrival and confirm your refund, replacement or repair.

Once we've received and assessed your return, we'll process your refund within 3 business days to your original payment method. Your bank or card provider may take a few extra days to show it.