Returns, Refunds & After-Sales Service

CHANGE OF MIND RETURNS

Eligible items may be returned within 21 days of confirmed delivery.

Items must be unworn, unused and in their original sale condition, with original packaging and tags included where applicable.

Please contact us by email before returning any item. Return instructions and the return address will be provided by email.

EARRINGS

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

This does not affect your rights under the Australian Consumer Law if an item is faulty, damaged or otherwise fails to meet a consumer guarantee.

SKINCARE

Unopened and unused skincare products may be returned within 21 days of confirmed delivery, provided they are in their original sealed condition.

For hygiene and safety reasons, skincare products that have been opened, used or unsealed cannot be returned or exchanged for change of mind.

If your skincare item arrives damaged, faulty or incorrect, please contact us so we can assist you.

SALE ITEMS

Sale items may be returned under the same conditions outlined in this policy.

The hygiene restrictions for earrings and skincare products still apply to change-of-mind returns.

RETURN SHIPPING

For change-of-mind returns, return postage is the responsibility of the customer.

If an item is confirmed to be faulty, damaged or incorrect, emberè will cover reasonable return postage costs.

FAULTY, DAMAGED OR INCORRECT ITEMS

If you receive an item that is faulty, damaged or different from what you ordered, please contact us before returning it.

We will take responsibility for resolving the issue and provide an appropriate refund, replacement, repair or other remedy in accordance with the Australian Consumer Law.

JEWELLERY AFTER-SALES SERVICE

We offer a 3-month repair service for mechanical issues that occur under normal use, such as a broken clasp, broken fastening, or a stone becoming loose or falling out.

Tarnishing, discoloration, fading or changes to plated finishes caused by normal wear, moisture, chemicals or individual skin conditions are not covered by this repair service.

For information on how to help prevent tarnishing and keep your jewellery looking its best, please refer to our Jewellery Care guide.

Please contact us before bringing or sending any jewellery for assessment.

This after-sales service does not exclude or limit any rights you may have under the Australian Consumer Law.

REFUNDS

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

We currently do not issue store credit for approved refunds.

Please allow your bank or payment provider additional processing time for the refund to appear in your account.

HOW TO MAKE A RETURN

Please contact us by email before sending your return.

After we receive your request, we will provide you with the return address and return instructions.

Please do not send a return without contacting us first.

AUSTRALIAN CONSUMER LAW

Our change-of-mind return conditions, skincare return conditions and after-sales service terms do not exclude or limit any rights you may have under the Australian Consumer Law.