Returns and Exchanges

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or exchange.

Eligibility & Condition

To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, and in its original packaging.

  • Pristine State: All original materials must be included; boxes, dust bags, ribbons, certifications, and protective plastic film (where applicable).

  • Proof of Purchase: A valid receipt or proof of purchase is required to process your request.

Initiating a Return

To start a return, please contact us at client.service@valure.com.au or via the Contact page on our website.

  • Domestic Returns (Australia): If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. A flat fee of $15 AUD will be deducted from your final store credit to cover return shipping costs. Items sent back to us without first requesting a return will not be accepted.

  • International Returns: If your return request is approved, our team will provide a unique Return Authorisation and detailed mailing guidance tailored to your location. International clients are responsible for arranging, executing, and paying for their own secure return shipping service.

We recommend ensuring your return is securely packaged, as Valure is not responsible for items damaged or lost in transit back to our studio. Please ensure the piece is fully protected in its original packaging; any transit damage sustained due to inadequate packaging will be evaluated upon reception and subject to a fee.

Damages and Issues (Faulty Items)

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at client.service@valure.com.au. We will evaluate the issue under the protections provided by the Australian Consumer Law and ensure it is rectified with a repair, replacement, or full refund.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned:

  • Hygiene Exemptions: For health and safety reasons, we do not accept returns or exchanges on earrings unless the item is found to have a manufacturing fault.

  • Custom & Bespoke Pieces: Custom products, including special orders, made-to-order items, or personalised jewellery, are final sale and cannot be returned for change of mind.

  • Final Sale: We do not accept change of mind returns on sale items or gift cards.

Exchanges

The most efficient way to ensure you get what you want is to return the item you have, and once the return is accepted, we will issue a store credit for the full amount paid, No waiting involved!! allowing you to seamlessly place a new order online.

Refunds

Once we’ve received and inspected your return to confirm it meets our eligibility criteria, we will notify you regarding your approved store credit balance. In instances where a standard payment refund has been pre-authorised by our concierge team, your refund will be automatically processed back onto your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return status, please contact us at client.service@valure.com.au.