Return & Warranty
Overview
At James & Irisa Jewellery, each piece is crafted with care and intention. As many of our designs are custom-made or individually produced, our returns and warranty policies vary depending on the type of jewellery purchased.
Nothing in this policy is intended to limit your rights under Australian Consumer Law.
Ring Resizing
If you believe you have ordered an incorrect ring size, please contact us within 7 days of receiving your jewellery.
We offer one complimentary resizing for eligible rings. Any subsequent resizing requests, or resizing outside standard size adjustments, may incur additional fees.
Resizing requests are assessed on a case-by-case basis, as some designs or settings may not be suitable for resizing due to structural or design limitations.
- Additional resizing fees may apply after the first complimentary resize
- Return shipping and re-delivery costs are the responsibility of the customer
We strongly recommend confirming your ring size prior to purchase. If you require sizing guidance, please refer to our Size Guide or contact us before placing your order.
Warranty
Every piece of James & Irisa Jewellery comes with our 5-year manufacturer’s warranty covering workmanship and manufacturing faults. In rare instances, if we confirm a manufacturing fault or defect, we will repair the jewellery at no extra cost within 5 years of purchase.
Please note: normal wear and tear is not covered by our warranty.
Warranty exclusions
- General wear and tear
- Accidental damage
- Damage caused by improper use or care
- Alterations, repairs, or resizing carried out by third parties (this will void the warranty)
- Loose or damaged gemstones occurring after delivery (replacement is at the customer’s cost)
Australian Consumer Law
In addition to our manufacturer’s warranty, your purchase is protected by Australian Consumer Law. You may be entitled to a repair, replacement, or refund if goods fail to meet consumer guarantees (for example, acceptable quality, fit for purpose, or as described).
How to request a warranty assessment
If you notice any issues with your jewellery, please contact us with your order ID, name, address, and a clear photo of the issue along with a brief description. We will assess the request on a case-by-case basis.
Bespoke Jewellery
Bespoke jewellery is custom-designed and handcrafted specifically for you based on an individual design brief and approved sketches. For this reason, returns, exchanges, or refunds for change of mind are not offered.
Our priority is to ensure you feel confident and happy with the final piece. If, upon receiving your bespoke jewellery, you feel the design does not meet your expectations, please contact us within 14 days of delivery so we can review the piece with you.
Where appropriate, we will work closely with you to explore reasonable design adjustments or refinements. All requests are assessed on a case-by-case basis, taking into account the approved design, materials used, gemstones selected, and technical feasibility.
Please note that some design changes may not be possible once a piece has been completed. In some cases, adjustments may require additional materials or labour. Any additional costs will be discussed and approved with you before proceeding.
As bespoke jewellery is inherently subjective, once reasonable solutions have been explored and the piece meets the approved design and quality standards, further design changes may not be possible.
Made-to-Order Jewellery
Made-to-order jewellery is crafted individually based on our existing designs and produced after an order is placed. As each piece is created specifically for you, returns, exchanges, or refunds for change of mind are not offered.
We encourage customers to carefully review all product details (including measurements, materials, and stone specifications) prior to purchase. If you require clarification or assistance, please contact us before placing your order.
If you believe there is an issue with your made-to-order jewellery upon receiving it, please contact us within 14 days of delivery. Where appropriate, we will assess the piece and determine whether a reasonable adjustment is possible.
Some adjustments (including resizing) may not be feasible depending on the design. Where adjustments are possible, additional fees may apply, and any costs will be discussed and approved with you before proceeding.
Where reasonable solutions have been explored and the piece meets the original design and quality standards, we may, at our discretion, offer an exchange (where feasible) or store credit as a final resolution.
- Store credit is issued for the original purchase value and is non-refundable
- Earrings are excluded from exchanges or store credit due to hygiene reasons
Ready-to-Ship Jewellery
Ready-to-ship jewellery refers to completed, one-of-a-kind pieces that are available for immediate dispatch.
If you wish to request a return, please contact us within 7 days of delivery. Items must be unworn, in original condition, and returned in their original packaging.
If a ring has been resized at the customer’s request prior to dispatch, it is considered a customised item and is not eligible for return or store credit.
As ready-to-ship pieces are one of a kind, approved returns are accepted for store credit only.
Store credit is issued for the original purchase value, is non-refundable.
Earrings are excluded from returns due to hygiene reasons.
Return shipping costs are the responsibility of the customer unless the item is deemed faulty under Australian Consumer Law.
Repairs
We are happy to repair your James & Irisa jewellery. A repair fee may be charged depending on the case. Please contact us for details.
Sale Items
Sale items (including discounted and promotional items) are not eligible for returns, exchanges, or store credit for change of mind.
This does not affect your rights under Australian Consumer Law if the item has a fault or does not meet consumer guarantees.
Return Approval & Shipping
No item shall be returned to James & Irisa Jewellery without contacting us beforehand. Items returned without approval will not be accepted.
Unless otherwise agreed, shipping costs associated with returns, exchanges, resizing, or adjustments are the responsibility of the customer.
Returning Address
James and Irisa
PO BOX 3376
THE PINES, Doncaster East VIC 3109
Australia
Contact Us
If you have any questions, please do not hesitate to contact us. We are more than happy to help. Contact us here.
