Refund policy

Please purchase carefully, as we do not provide refunds or exchanges for change of mind on our items, including ready-to-ship jewellery, made-to-order jewellery, jewellery storage items and natural loose gemstones.

If you have any questions about an item, including its size, colour, measurements, materials or suitability, please contact us prior to making your purchase.

Jewellery

Our product photography is taken using a macro lens to capture the finest details of each piece. As a result, jewellery may appear larger in photographs than it is in person.

Please refer to the measurements provided in the individual product description for the actual dimensions of each piece. Measurements are taken by hand and may have a tolerance of approximately +/- 1 mm.

Made-to-Order Items

All made-to-order pieces are produced specifically for each customer.

If, for unforeseen reasons, we are unable to fulfil or ship a confirmed made-to-order order, we will notify you as soon as reasonably possible and provide a full refund to the original payment method.

Manufacturing Faults

If you believe your jewellery has a manufacturing fault, please email contact@ateliercara.com with clear photographs within 7 days of delivery. We will inspect the piece and advise you of the next steps.

For confirmed manufacturing faults, the available resolution will depend on the nature of the fault and the type of item purchased. This may include a replacement, repair by an external jeweller, or another appropriate resolution.

For ready-to-ship pieces, where a replacement is not available or appropriate, a store gift card may be offered. Store gift cards are valid for 2 years.

A manufacturing fault does not include damage resulting from normal wear and tear, misuse, accidental damage, force or mishandling. This includes, but is not limited to, damage associated with sleeping or exercising while wearing jewellery, bending, broken chains caused by external force, cracked or damaged gemstones, or damage caused by accidents.

Changes in the appearance of plating over time, including natural fading or oxidation associated with wear, are not considered manufacturing faults.

All items will be assessed by professional jewellers. Where necessary, we may request that the item be returned to us for inspection before determining the appropriate resolution.

The cost of returning an item for inspection is initially the customer's responsibility. If the item is confirmed to have a manufacturing fault, reasonable return postage costs will be reimbursed in the form of a store gift card.

Any item that has been repaired, resized, altered, modified or otherwise worked on by a third party may not be eligible for assessment under our manufacturing fault policy.

This 7-day reporting period does not limit any rights or remedies available to you under applicable Australian Consumer Law.

We do not currently offer general jewellery repair or alteration services.

Natural Loose Gemstones

Natural gemstones are unique by nature, and their appearance may vary depending on the device used to capture or view photographs and videos.

Stone images and videos may be taken under a variety of lighting conditions and at different times of day, all of which can influence how a gemstone's colour appears on screen. The colour displayed may therefore not be a perfectly accurate representation of the gemstone's appearance in person.

We always do our best to describe the colour, tone, saturation and character of each gemstone as accurately as possible. If you require further clarification about a stone, we strongly encourage you to contact us prior to purchasing.

Some gemstones are supplied with a certificate, while others are not. Where a gemstone does not come with a certificate and you would like to obtain one, additional fees will apply. These fees include the laboratory certification fee and any applicable postage costs for sending the gemstone to the laboratory. Certification is arranged through a local laboratory in Australia.

We recommend requesting any relevant information or clarification about a gemstone prior to purchase.

Natural gemstones commonly contain inclusions and other internal characteristics. These are natural features of gemstones and contribute to the individual character and appearance of each stone. The presence, type and visibility of inclusions will vary from stone to stone and should not, by themselves, be considered a defect.

Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash.

Gift cards are valid for 2 years from the date of issue, unless otherwise required by applicable law.

 

Cancellations

Once an order has been placed and payment has been confirmed, we generally cannot accept cancellation requests as orders may be processed immediately.

For made-to-order and customised items, production may commence following receipt of payment or confirmation of the order. Customers are therefore encouraged to carefully review their order and contact us with any questions before purchasing.

Nothing in this Returns, Refunds & Exchanges Policy is intended to exclude, restrict or modify any rights or remedies available to you under applicable Australian Consumer Law.