Refund policy

At Everlume, we hope you love every piece you receive. If something isn’t quite right, we’re here to help.

Change of Mind

We accept change-of-mind returns within 14 days of receiving your order, provided that:

  • The item is unworn, unused and in its original condition.
  • All original packaging is included.
  • Any protective coverings, tags or seals remain intact, where applicable.
  • The item shows no signs of wear, damage, alteration or use.
  • Proof of purchase is provided.

For hygiene reasons, earrings cannot be returned or exchanged for change of mind.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Signature Collection

Our Signature Collection includes delicate fashion jewellery designed to be enjoyed with appropriate care.

Change-of-mind returns for Signature Collection pieces are accepted in accordance with the conditions above.

Please note that damage resulting from normal wear and tear, accidental damage, improper storage, exposure to chemicals, perfumes or other substances, or failure to follow our jewellery care recommendations may not be considered a manufacturing fault.

This does not exclude or limit any rights you may have under Australian Consumer Law.

Faulty, Damaged or Incorrect Items

Every Everlume piece is carefully inspected before dispatch. However, if you believe you have received an item that is faulty, damaged or incorrect, please contact us as soon as possible.

Where possible, we ask that issues that are visible on delivery are reported within 7 days of receiving your order. This timeframe does not limit your rights under Australian Consumer Law.

Please email hello@everlumejewellery.au with:

  • Your order number
  • Your full name
  • A description of the issue
  • Clear photos showing the item and the affected area

To help us properly assess the issue, we may also request additional photos or a short video demonstrating the fault or damage.

Please do not dispose of or return the item until we have provided further instructions.

Once the item has been assessed, we will provide an appropriate remedy in accordance with Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement, refund or other appropriate remedy.

Refunds

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

For approved change-of-mind returns, your refund will be processed to your original payment method. Please allow approximately 5–10 business days for the refund to appear, depending on your financial institution.

Original shipping charges are generally non-refundable for change-of-mind returns.

Where an item is confirmed to be faulty or otherwise covered by Australian Consumer Law, applicable refund and reasonable return-cost obligations will be handled in accordance with those rights.

Exchanges

We offer exchanges for eligible change-of-mind items, subject to stock availability.

If your preferred replacement item is unavailable, we may offer a refund or store credit, depending on the circumstances and your applicable consumer rights.

Items Not Eligible for Change-of-Mind Returns

The following items cannot be returned or exchanged for change of mind:

  • Earrings, for hygiene reasons
  • Gift cards
  • Sale or clearance items marked as final sale
  • Personalised or customised jewellery
  • Items that have been worn, used, altered or damaged after delivery

These exclusions do not affect your rights where an item is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee under Australian Consumer Law.

Australian Consumer Law

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

You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to you under Australian Consumer Law.

How to Start a Return

Please contact us before returning an item.

Email: hello@everlume.com.au

Please include:

  • Your order number
  • Your full name
  • The reason for your return
  • Photos of the item, where applicable
  • A short video if requested for the assessment of a fault or damage

Once your request has been reviewed, we will provide you with the appropriate return instructions.

Please do not send an item back without first contacting us.

Our Promise

We carefully inspect every Everlume piece before it leaves us and take pride in the quality of our jewellery.

If you have any concerns with your order, please get in touch and we’ll work with you to find an appropriate solution.

Thank you for choosing Everlume. We truly appreciate your support. ✨