Refund policy

Please purchase carefully as we do not provide change of mind refund or exchange for all of our items, including ready to ship jewellery, made to order jewellery, jewellery storage items and natural loose stones. If you have any questions about the items, please contact us prior to making a purchase. 

 

Jewellery:

Our product photography is taken using a macro lens to capture the finest details of each piece. As a result, items may appear larger than their actual size in images. We recommend referring to the measurements provided in the product description for the actual size. All measurements are taken by hand and will have a +1/-1 difference. 

Made to order items:

If there are any unforeseen reasons which lead to made to order items unable to be shipped, we will advise accordingly and provide full refund to the original payment method. 

7-days manufacturing fault warranty:

If the jewellery piece is deemed faulty*, it can be exchanged for a replacement (for made to order pieces) or a store gift card (for ready to ship pieces, valid for 2 years) within 7 days of delivery. 

Please email us with photos to contact@ateliercara.com within 7 days of delivery if the jewellery piece is deemed faulty. We will then inspect the pieces and advise accordingly for next step. 

*Manufacturing faulty pieces does not cover damage resulting from wear and tear, broken by force, mishaps, wearing items during daily activities (e.g. sleeping, exercising), oxidised or fading plating, broken chains, cracked or damaged stones, or bending and accidental damage of jewellery. Items will be inspected by professional jewellers. 

Postage costs for returning items for inspection are the responsibility of the customer. However, if the piece is confirmed to be a manufacturing fault, the postage cost will be reimbursed in full in the form of a store gift card.

We hold the final discretion if the piece is deemed faulty. Any items seen or altered by a third party strictly voids warranty and any returns. 

We do not provide jewellery repair services. 

 

Natural Loose Gemstones: 

Please note that colours displayed in photos and videos may vary depending on the device used to capture and view them. Stone images and videos are taken across a variety of different lighting conditions, and at different times of day — all of which can influence how a gemstone's true colour appears on screen. What you see may not be a perfectly accurate representation of the stone's actual colour. We will always do our best to describe the colour and character of each stone as accurately as possible, and we encourage you to ask questions if you would like further clarification before purchasing.

Some gemstones may come with a certificate but not all of them do. If you are purchasing a gemstone that does not come with a certificate and would like to obtain one, extra fees will be required. This fee is paid directly to a local laboratory in Australia, plus postage for sending the gemstone to the laboratory. We recommend customers request all relevant information about a stone prior to purchasing.

Please note that all natural gemstones have inclusions and are not "perfect." Inclusions are the fingerprints and birthmarks of a stone — an indication of authenticity and any treatments. These inclusions are what make each stone unique. 

 

Gift cards:

Gift cards are non-refundable and non-exchangeable for cash. Our gift cards have an expiry of 2 years. 

 

Cancellations:

Once an order is placed and payment confirmed, we are unable to accept cancellations as orders are processed immediately.