Returns & Refunds Policy

We want you to love your Krisalini piece and to feel confident shopping with us. Please read the following policy before lodging a return.

Australian Consumer Law

Krisalini complies with Australian Consumer Law.

Our jewellery comes with consumer guarantees that cannot be excluded under the Australian Consumer Law. If your item is faulty, damaged, or not as described, you may be entitled to a repair, replacement, or refund.

Note: Normal wear and tear, accidental damage, or damage caused by misuse is not considered a fault.

Return eligibility (change of mind)

We accept change of mind returns on full priced items when:

  • Your return request is lodged within 7 days of delivery

  • The item is unworn, unused, and returned in its original packaging

  • The item is returned in a condition suitable for resale

Store credit or exchange (change of mind)

For change of mind returns, we offer store credit or an exchange only. Refunds are not offered for change of mind returns.

Hygiene exception (earrings)

For hygiene reasons, earrings cannot be returned or exchanged unless they are faulty.

Final sale items

Sale and discounted items are final sale and cannot be returned for change of mind unless faulty.

Gift cards

Gift cards are non-refundable.

Damaged on arrival

If your order arrives damaged, please contact us within 48 hours of delivery with:

  • Your order number

  • A brief description of the issue

  • Clear photos (and video if helpful)

We will assess the issue and, where appropriate, offer a replacement, exchange, or refund in line with Australian Consumer Law.

Faulty items

If you believe your item is faulty, please contact us as soon as possible with:

  • Your order number

  • A brief description of the issue

  • Clear photos (and video if helpful)

We will assess the issue and, where appropriate, offer a repair, replacement, exchange, or refund in line with Australian Consumer Law.

How to lodge a return

Email us at support@krisalini.com with:

  • Full name

  • Order number

  • Item(s) you would like to return

  • Reason for return

  • Photos (if damaged or faulty)

We aim to respond within 1 to 3 business days with next steps, including return instructions.

Return shipping

  • Change of mind: Return shipping is paid by the customer.

  • Faulty or damaged items: If the item is confirmed faulty, we will cover reasonable return shipping costs (or provide a prepaid label where available).

We recommend returning items via tracked or registered post, as we cannot be responsible for parcels lost in transit.

Processing times

Once your return is received and inspected, we will email you to confirm the outcome.

  • Store credit: Issued by email once your return is approved and processed

  • Exchanges: Dispatched once your return is received and approved (subject to stock availability)

  • Refunds (faulty items only): Issued to the original payment method. Please allow up to 10 business days for your bank to process the refund.

Contact

If you have any questions, reach us at support@krisalini.com.