Your rights under Australian Consumer Law

Our 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.

The policy below is offered in addition to those rights. Nothing here limits or replaces them.

Change of mind — 30 days

You have 30 days from delivery to return a piece you've changed your mind about. To be eligible it must be:

• Unworn and unused, in the same condition you received it
• In its original packaging with any tags intact
• Accompanied by your order number or proof of purchase

Email sales@giuliasecret.com with your order number and reason before sending anything back, and we'll confirm the return and give you the address. Items sent back without contacting us first can't be processed.

Who pays return postage. For change of mind, you cover return postage — please use a tracked, insured service, because you're responsible for the parcel until it reaches us. For a faulty, damaged or incorrect item, we pay, and we'll reimburse any reasonable postage you've already paid.

Once we've received and inspected the return we'll email you either way. Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a few days more to post it. If more than 15 business days have passed since we approved your refund and you haven't seen it, contact us.

Faulty, damaged or wrong item

Inspect your order when it arrives. If anything is defective, damaged in transit, or simply not what you ordered, email us as soon as you notice with photographs. Don't wear the piece.

Where a fault is a major failure you may choose a refund or a replacement. Where it isn't major, we'll repair or replace it. Either way we cover postage both directions, and your Australian Consumer Law rights apply regardless of how long ago you bought it — the 30-day window above is about change of mind, not faults.

What can't be returned for change of mind

• Made-to-order and custom pieces — moissanite and lab-grown diamond jewellery made to your specification, and any bespoke commission. These are made for you and can't be resold.
• Engraved or personalised items, including initial pendants ordered as a specific letter combination.
• Pieces altered at your request — resized, re-set or modified.
• Earrings for pierced ears, for hygiene reasons, once the seal or packaging is opened.
• Gift cards.

None of these exclusions affect your rights if the item is faulty, not as described, or fails to be of acceptable quality.

Discount codes don't affect your right to return. An order placed using a promotional code is returnable on the same terms as any other. Only genuine final-clearance items marked as such at the time of sale are excluded.

Exchanges and resizing

If a ring doesn't fit, talk to us before starting a return. An exchange for the correct size is usually faster and simpler than a refund and re-order. Solid gold rings can generally be resized by a size or two; full eternity bands and rings set all the way around cannot be resized at all, so tell us if that's the piece involved.

Our Ring Size Guide covers measuring at home and AU/UK to US conversion.

Cancelling an order

If your order hasn't shipped yet, email us and we'll cancel and refund it in full. Once a made-to-order or custom piece has entered production it can't be cancelled, because work has already begun on it.

International returns

The same 30-day window applies. Use a tracked, insured service and mark the parcel clearly as returned goods on the customs declaration, or it may attract import charges on arrival. Original international shipping costs and any duties you paid to your own customs authority aren't refundable by us for change-of-mind returns — for a faulty item, they are.

European Union — 14-day cooling-off period. If your order was shipped to the EU, you may cancel or return it within 14 days of receipt for any reason and without justification, in addition to everything above. The item must be unworn, in original packaging, with proof of purchase.

Talk to us first

Most return requests we receive turn out to be a sizing question or a care question with a simpler answer. Before you send anything back, email sales@giuliasecret.com 

Giulia's Secret · ABN 12 346 848 974 · Western Sydney, NSW, Australia