Refund policy

Return & Refund Policy

Effective Date: August 2026

At Liliaure, we are committed to creating jewellery that brings lasting joy. If your purchase isn't quite right, we're here to help.

1. Change of Mind Returns

We accept change of mind returns within 30 days of delivery, provided that:

  • The item is unworn, unused and in its original condition.

  • All original packaging, tags and accessories are included.

  • The item shows no signs of wear, damage or alteration.

  • Proof of purchase is provided.

Once your return has been inspected and approved, your refund will be issued to your original payment method.

Original shipping charges are non-refundable unless required under Australian Consumer Law.

2. Items Not Eligible for Return

For hygiene and quality assurance reasons, we cannot accept returns for:

  • Custom-made or personalised jewellery.

  • Engraved items.

  • Earrings (unless faulty or required by law).

  • Gift cards.

  • Items damaged through misuse, accidental damage or normal wear and tear.

3. Faulty or Incorrect Items

If you receive an incorrect item or believe your jewellery is faulty, please contact us as soon as possible after receiving your order.

Please include:

  • Your order number.

  • A description of the issue.

  • Clear photographs showing the problem.

If the item is confirmed to be faulty, incorrect or does not meet the consumer guarantees under Australian Consumer Law, we will arrange an appropriate remedy, which may include a repair, replacement or refund.

4. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy limits or excludes any rights or remedies you may have under Australian Consumer Law.

5. Return Process

To request a return:

  1. Contact our customer support team within 30 days of delivery.

  2. Wait for return instructions before sending your item.

  3. Carefully package the jewellery in its original packaging.

  4. Send the parcel using a trackable shipping service.

We recommend keeping your tracking number until your return has been processed.

6. Refund Processing

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds are generally processed within 5–10 business days to the original payment method. Processing times may vary depending on your payment provider.

7. Exchanges

If you would like a different size or style, please contact us. Subject to availability, we will do our best to assist with an exchange.

8. Damaged Parcels

If your parcel arrives visibly damaged, please take photographs before opening it and contact us promptly so we can investigate with the shipping carrier.

9. Contact Us

If you have any questions about returns or refunds, please contact us through the Contact page on our website. We're always happy to assist.