Refund policy
Returns & Exchanges
We want you to love your Astraea piece. If something is not right, please get in touch.
Faulty, damaged or incorrect items Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If your piece arrives faulty, damaged or not as described, email us at [your email] within [14] days of delivery with your order number and a photo, and we will make it right. Where a refund applies, it is returned to your original payment method.
Change of mind We accept change-of-mind returns and exchanges within [14] days of delivery, provided the piece is:
- unworn and unused,
- in its original condition and packaging, and
- accompanied by your order number.
Change-of-mind returns are offered as an exchange or store credit. The cost of return postage is paid by the customer.
For hygiene reasons, [earrings are not eligible for change-of-mind returns or exchanges]. This does not affect your rights if an item is faulty.
How to return an item
- Email us at [your email] with your order number and the reason for the return.
- We will reply with the return address and instructions.
- Send the piece back with tracking, carefully packed. We recommend keeping your postage receipt.
We process exchanges and refunds within [5-10] business days of receiving your return.
Pre-order items The same return and exchange terms apply to pre-order pieces, counted from the day you receive them.
About gold plating Gold plating wears gradually with use. Following our Jewellery Care guide helps your piece keep its shine for longer. If you believe your piece has a fault, please contact us.
Contact gemsastraea@gmail.com or Instagram @astraea_gems