Returns, Refunds & Shipping

What is your Return Policy?

Eligibility for Returns and Exchanges

1. You can request a return or exchange within 30 days of the purchase date
for faulty items purchased from Kailumea. After 30 days, we cannot accept returns or exchanges. We do not accept change of mind. All returns and exchanges must be approved before returning items to
us.
2. To be eligible for a return or exchange, items must be unused, unworn, and
in the same condition that you received them and will be subject to an
inspection for approval. They must also be in the original packaging. 

For hygienic reasons we cannot accept returns on earrings that have been worn.

3. Proof of Purchase: A receipt, proof of purchase or order number from
Kailumea is required for all returns and exchanges.

How do I start the return process

To start a return, please contact our customer support on info@kailumea.com.au with your
order number, 2 photos and reason for return. We will provide you with
instructions on how to return the item.

Do I have to pay for return shipping?

Shipping/ Return cost: Customers are responsible for paying for their own
shipping costs for returning or exchanging items and providing a tracking
number for proof of return. All shipping costs are non-refundable which include
shipping costs on your original order.

How can I track my order?

When you have finalised payment and your order is processed and dispatched,
we will send you an email with a tracking number from Australia Post. Please
allow up to 48 hours after processing for your tracking ID. Please keep an eye
on your spam/junk folder if you have not received our email.

How long will my order take to arrive?

We currently only ship within Australia.

Australia Post

Standard Shipping - Please allow 5-7 business days.

Express Shipping- Please allow 3-5 business days.

Seasonal Shipping - If shipping times exceed the above you
will be notified of expected delays

Maintaining and caring for your new jewellery

Is your jewellery water resistant?

Yes, our jewellery is water resistant. However, even sterling silver, gold plated jewellery can be affected by perfumes, moisturisers & shower products such as shampoos, soaps etc, chemicals and chlorine. We recommend the jewellery avoid contact with these products to ensure the life of your jewellery.

After wearing your jewellery in the ocean it is recommended to rinse your jewellery in cold water.

The clasp on my earring won't close?

Our jewellery is made from 925 Sterling Silver, and plated in 18K Gold which
represents the finest grade available. Silver, by its nature, is pliable,
making it susceptible to bending. As a result, the posts on our earrings may
shift slightly during the process of putting them on or wearing them.

This can lead to your earrings feeling loose or not clicking into place over
time.

If you notice this, it doesn’t necessarily mean your earrings are defective
or broken. To prevent losing them, please follow these instructions to adjust
the fit:

Remove the earring from your ear and carefully bend or lift the post (the
part that goes through your ear) slightly up or down. A minor adjustment can
make a significant difference in tightness. Adjust until the clasp clicks
securely or until you achieve the desired snugness.

Due to frequent wear and removal, the clasp may loosen over time.

Simply repeat the steps as needed.

What is your jewellery made from?

Our jewellery is made from the highest quality 925 sterling silver base and is plated in 14 and 18 karat gold.

We also have additional necklaces and bracelets in our collection which are high quality hypoallergenic stainless steel which are PVD coated in 18 karat gold.

Does your jewellery come with a waranty?

Yes, All of our jewellery comes with a 6 month warranty period. Our warranty covers damage or breakage but does not cover unusual discolouration including tarnishing from contact with cleaning chemicals, perfumes, chlorine or severe oxidation from high PH skin levels.


Is your jewellery hypoallergenic and suitable for sensitive ears?

Yes, all of our earrings and necklaces are made from the highest quality 925 sterling silver.

We also have a couple of necklaces and bracelets in our collection that are made from high quality stainless steel which is all hypoallergenic.

All of our jewellery is free from nickel and lead which is suitable for sensitive skin.

Couldn't find your answer?

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