Refund policy

I want you to love every piece you receive from Studio Bijouxx. If something isn’t right, here’s how returns work. Nothing in this policy limits your rights under Australian Consumer Law.

Change-of-mind returns on ready-made or in-stock pieces

Under Australian Consumer Law, businesses aren’t required to offer refunds for a change of mind. However, if a ready-made or in-stock piece isn’t right for you, I’m happy to accept a change-of-mind return if you contact me within 7 days of receiving it.

To be eligible, pieces must be unworn, in their original condition and packaging, with proof of purchase.

You can choose a refund to your original payment method, an exchange or store credit. A 12% restocking fee may apply to approved change-of-mind refunds only. It doesn’t apply to exchanges or store credit, or to faulty items. The fee helps cover payment processing, shipping, handling, inspecting, cleaning and restocking.

How to start a return

Please email me at hello@studiobijouxx.com before sending anything back, and I’ll send you the return address and instructions. Return shipping is at your own cost, and I recommend a tracked and insured service. Items sent back without first requesting a return can’t be accepted.

Refunds and store credit

Once your return arrives, I’ll inspect it and let you know whether your refund has been approved. Approved refunds are made to your original payment method within 10 business days. Please remember that your bank or card provider may take a little longer to process it. If more than 15 business days have passed since your return was approved, please get in touch.

If you choose an exchange or store credit, Studio Bijouxx credit is issued once your return has been received and assessed. Credit can be used online and is valid for 12 months.

Gifts

Gifts follow the same terms as other change-of-mind returns, so please get in touch within 7 days of receiving your piece.

Adjustments and resizing

If a piece just needs a small adjustment, such as resizing, please get in touch. A small resizing fee may apply, and resized pieces can’t be returned.

Items that can’t be returned for a change of mind

  • Custom, bespoke and personalised pieces, and pieces that have been altered or resized
  • Sale and clearance items (these can only be returned if faulty under Australian Consumer Law)
  • Estate pieces
  • Earrings, for hygiene reasons
  • Gift cards
  • Pieces that aren’t in their original condition or packaging, or are returned outside the return period

Loose diamonds and gemstones have their own terms, set out below.

Studio Bijouxx reserves the right to send a piece back to you if any of the above applies.

Custom pieces and deposits

Custom pieces are made especially for you, so they can’t be returned for a change of mind.

Custom pieces require a non-refundable deposit. The deposit goes directly towards sourcing the materials for your piece, including your diamond or gemstone and the metal. Because these materials are chosen and purchased just for you, the deposit can’t be refunded. The balance is due before your piece is shipped.

If you start with a CAD design, the small design fee is fully credited towards your piece if you go ahead. If you decide not to go ahead, the design fee isn’t refundable.

Loose diamonds and gemstones

Some loose stones may be eligible for a change-of-mind return. Eligibility depends on the individual stone, so if being able to return it is important to you, please email hello@studiobijouxx.com before placing your order.

  • You must contact me within three business days of receiving your stone to request a change-of-mind return.
  • If your stone is eligible, I’ll provide the return shipping label and instructions. Please don’t arrange your own return shipment.
  • Return shipping is at your own cost. I’ll let you know the cost before you send the stone back.
  • An approved change-of-mind return is subject to a $70 return fee per stone, plus the cost of return shipping. The original shipping charge is non-refundable.
  • The stone will be assessed to confirm it’s in its original condition, with all original packaging and documentation. Your refund, less the applicable fees, is processed once the return has been inspected and approved. Please allow up to 21 business days from the date I receive your return.

See my Loose Diamond Shipping & Returns Policy for full details.

Faulty items and your rights under Australian Consumer Law

My 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.

All my pieces also come with a 12-month manufacturing warranty, which covers any faults in workmanship. It doesn’t cover everyday wear, accidental damage or loss. This is in addition to your rights under Australian Consumer Law. If you think your piece is faulty, please email hello@studiobijouxx.com with your order number.

Damaged or incorrect items

Every piece is photographed before it’s sent, but accidents can happen. Please check your order when it arrives and contact me straight away if anything is damaged or you’ve received the wrong item, so I can make it right.

Updated: 11 October 2026