Refund policy
Cancellations, Refunds and Returns during SALES
We’re unable to process cancellations, refunds, or returns for orders placed during special sales (e.g., EOFY, Black Friday, Mother's Day, Archive Sale). However, we do offer exchanges for another product or store credit with no expiry date.
If you’d like to explore these options, our incredible Customer Care Team is here to help. Reach out to us at info@komijewellery.com or call +61 403 648 337.
Please note that if your request is approved, you'll be responsible for all postage costs. This includes sending the jewellery back to our HQ and providing a pre-paid return envelope for us to ship you your new piece.
Cancellations
We cherish and thank you for your support in our business, and we respect your right to change your mind.
If you decide to cancel your order, please get in contact with our customer care team info@komijewellery.com.
Cancellation of all orders is only available on the day of purchase, before 5 pm AEST. You will be issued a full refund and won’t be charged shipping and handling costs.
Returns
We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn and undamaged in its original packaging. You’ll also need the receipt or proof of purchase. Some exclusions may apply.
To start a return, please contact us at info@komijewellery.com, and we will send you the instructions on how and where to send your package. Unfortunately, items sent back to us without first requesting a return will not be accepted. Before posting, please ensure to insure the parcel and to get a tracking number. Komi Moon and Earth Jewellery is not held liable for items damaged or lost in transit.
You may also return your item at any of our retail stores in Australia:
- Gold Coast Surfers Paradise Beachfront Market (Wednesday, Friday and Saturday from 4pm - 9pm)
- Southbank Brisbane The Collective Markets (Friday 5pm - 9pm, Saturday 10am - 9pm, Sunday 9am - 4pm)
Please note that your return/exchange request will be processed within 21 business days of receipt.
When posting your items back to us, please know that we will happily pay for your postage return when:
- You were sent the wrong item to which was ordered.
- You received a damaged item.
- In case of a significant delay in postage (over 30 days).
Unfortunately, we do not cover postage return when:
- A return is made due to a change of mind.
- In the case of a product exchange.
- We received the wrong personalised information (wrong day, month and/or year).
- In case a customer redeems the warranty and sends us the item for any reason.
Damages and issues
Please inspect your order upon reception and contact our customer care team immediately at info@komijewellery.com if the item is defective, or damaged or if you receive the wrong item, so we can make it right.
Exceptions / non-returnable items
Unfortunately, we cannot refund gift cards, however you can exchange them for unlimited time store credit.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
Please note that your return/exchange request will be processed within 21 business days of receipt.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund. Credit card refunds may take up to 2 weeks to be processed.