At Arlena, we want you to feel confident when choosing your jewellery. If your purchase isn’t quite right, eligible pieces may be returned within 30 days of delivery, subject to the conditions below.
Return Eligibility
To be eligible for a change-of-mind return, your jewellery must:
- Be returned within 30 days of the recorded delivery date
- Be unworn, unused and in its original condition, except for reasonable handling to inspect or try on the piece
- Show no signs of wear, damage or alteration
- Be returned with all original packaging, certificates and accompanying items supplied with your order
All returned jewellery will be inspected before a refund or exchange is approved.
Made-to-Order Jewellery
Many Arlena pieces are individually made to order.
Jewellery ordered using the standard options available on our website—such as metal type or colour, diamond or gemstone selection, carat-weight option and standard available ring sizes—remains eligible for our 30-day return policy, unless otherwise stated on the product page.
Personalised & Bespoke Jewellery
We are unable to accept change-of-mind returns or exchanges for jewellery that has been individually personalised or created outside our standard product options, including:
- Engraved jewellery
- Bespoke or custom-designed jewellery
- Pieces modified to specifications outside the standard options offered on our website
- Jewellery altered or resized after delivery at the customer’s request
These exclusions apply only to change-of-mind returns and do not limit your rights under Australian Consumer Law.
Ring Sizes
Rings ordered in a standard size available for selection on our website remain eligible for our 30-day return policy, subject to the general return conditions above.
Jewellery that has been resized or altered after delivery may no longer be eligible for a change-of-mind return.
How to Request a Return
To request a return, please contact Arlena within 30 days of receiving your order.
Please provide:
- Your name and contact details
- Your order number
- The item you wish to return
- The reason for your return
Once your request has been reviewed, we will provide you with return instructions.
For the security of your jewellery: Please do not send any item back to us before receiving return instructions from Arlena.
Return Shipping
For change-of-mind returns, customers are responsible for return shipping costs.
Due to the value of fine jewellery, all returns must be securely packaged and sent using a tracked and appropriately insured delivery service.
Arlena is not responsible for items lost or damaged during return transit before they are received by us.
If you believe your item is faulty, damaged on arrival or incorrect, please contact us before arranging a return so we can advise you on the appropriate process.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method.
For change-of-mind returns, original shipping charges, if separately charged, are not refundable except where required by law.
Please allow reasonable processing time for your refund to appear after approval. Processing times may vary depending on your bank or payment provider.
Exchanges
If you would like to exchange an eligible piece for another size, metal, gemstone option or design, please contact us.
As many Arlena pieces are made to order, an exchange may require a new piece to be created and will be subject to the applicable production timeframe.
Any difference in price between the original and replacement piece will be confirmed with you before the exchange proceeds.
Faulty, Damaged or Incorrect Jewellery
Our 30-day change-of-mind return policy is in addition to your rights under Australian Consumer Law.
If your jewellery is faulty, damaged on arrival, does not match its description or you receive an incorrect item, please contact us as soon as possible so we can assess the issue and provide an appropriate remedy.
Depending on the circumstances and your rights under Australian Consumer Law, remedies may include repair, replacement or refund.
The 30-day return period does not limit your rights in relation to faulty or non-compliant goods. The ACCC confirms that businesses cannot use store policies or arbitrary return periods to remove consumer-guarantee rights.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. Nothing in this Returns & Exchanges Policy is intended to exclude, restrict or modify any rights or remedies available to you under Australian Consumer Law.