Refund Policy
Return & Refund Policy
Last updated: 27 April 2026
Welcome to the Stellivare Return & Refund Policy. We want you to love every piece you receive. If something isn't right, this policy explains how returns and refunds work for customers in Australia.
Summary
- You have 30 days from the date of delivery to request a return.
- To initiate a return, contact us via Shopify Chat on our website or at support@stellivare.com.
- Items must be unworn, undamaged, and in original condition with all original packaging and tags.
- Return shipping costs are the customer's responsibility.
- Refunds are processed within 5 business days of receiving and inspecting the return.
- Earrings and other pierced jewellery are non-returnable for hygiene reasons, unless they arrive defective or damaged.
1. Return Window
You may request a return within 30 days of the date your order was delivered. Please ensure your return package has been physically shipped within this period. Return requests submitted after 30 days cannot be accepted, except where required by Australian Consumer Law.
2. How to Start a Return
- Contact us via Shopify Chat on our website or at support@stellivare.com with your order number and the reason for your return.
- Wait for our confirmation and return instructions by email or chat.
- Pack the item securely in its original packaging where possible.
- Ship the package to the return address provided below using a tracked shipping service.
- Share your tracking number with us once the package has been shipped.
⚠️ Do not send any items back without first receiving confirmation from us. Unauthorised returns cannot be processed.
3. Return Address
Once your return is confirmed, please ship your item to:
Stellivare
211 La Trobe St
Melbourne VIC 3000
Victoria, Australia
4. Return Conditions — Jewellery
Due to the nature of jewellery, the following conditions must be met for a return to be accepted:
- Items must be unworn, unaltered, and undamaged.
- All original packaging, pouches, boxes, and tags must be included.
- Items must show no signs of use, scratching, bending, resizing, or exposure to chemicals, perfume, or moisture.
- Items must be returned in a secure, protective package to prevent damage during transit.
Hygiene Exclusions
For health and hygiene reasons, the following items are non-returnable unless they arrive defective or damaged:
- Earrings (studs, hoops, drop earrings, or any pierced jewellery)
- Anklets worn directly against the skin in a pierced capacity
5. Non-Returnable Items
The following items cannot be returned under any circumstances, except where required by Australian Consumer Law:
- Earrings and pierced jewellery (see hygiene exclusions above)
- Custom-made or personalised jewellery
- Items that have been resized, engraved, or altered after delivery
- Items purchased as final sale
- Gift cards
6. Return Shipping & Costs
Return shipping costs are the customer's responsibility. We do not provide prepaid return labels.
Estimated return shipping costs within Australia vary by carrier, package weight, and location. As a general guide for standard jewellery items (small/lightweight parcels):
| Carrier | Service | Estimated Cost |
|---|---|---|
| Australia Post | Regular Parcel Post (tracked) | ~A$10.00 – A$14.00 |
| Australia Post | Express Post (tracked) | ~A$14.00 – A$20.00 |
| Sendle | Standard (tracked) | ~A$8.00 – A$13.00 |
| StarTrack / CouriersPlease | Standard (tracked) | ~A$10.00 – A$16.00 |
Costs are estimates only and may vary depending on your location and the carrier's current rates. We strongly recommend shipping with a tracked and insured service. Stellivare is not responsible for items lost or damaged during return transit. Risk of loss remains with the customer until the return is received and confirmed by us.
7. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery via Shopify Chat on our website or at support@stellivare.com and include:
- Your order number
- A clear description of the issue
- Photos of the item, packaging, and any visible damage
In these cases, Stellivare will cover the return shipping cost and offer a replacement or full refund at your choice.
8. Refunds
Once your return has been received and inspected, we will process your refund within 5 business days. Refunds are issued to your original payment method.
Please allow additional processing time from your bank or payment provider, which is outside our control. Typical bank processing times are 3–7 business days.
If you have not received your refund within 5 business days of us confirming receipt, please contact us via Shopify Chat on our website or at support@stellivare.com.
9. Exchanges
We do not offer direct exchanges at this time. If you would like a different item, please return the original (subject to return conditions above) and place a new order.
10. Undeliverable Packages & Address Changes
If a package is returned to us due to an incorrect address, refusal of delivery, or failure to collect, return and re-shipping costs may be deducted from any applicable refund. If you need to update your delivery address after placing an order, contact us immediately via Shopify Chat or at support@stellivare.com — we will do our best to accommodate changes before the order is dispatched.
11. Your Consumer Rights Under Australian Law
Our 30-day return policy is a voluntary goodwill policy provided in addition to your rights under Australian Consumer Law. This policy does not limit, exclude, or modify any rights you have under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth).
Under the ACL, our jewellery comes with consumer guarantees that cannot be excluded. These include guarantees that goods:
- Are of acceptable quality (ACL s. 54)
- Are fit for any disclosed purpose (ACL s. 55)
- Match their description (ACL s. 56)
- Come with full title and undisturbed possession (ACL ss. 51–52)
If goods fail to meet a consumer guarantee, you are entitled to a remedy. The type of remedy depends on whether the failure is major or minor:
- Minor failure: We may choose to repair, replace, or refund.
- Major failure: You may choose a replacement, refund, or compensation for any drop in value — and you are not required to return the goods to us first.
For disputes that cannot be resolved directly with us, you may contact:
- Australian Competition and Consumer Commission (ACCC): www.accc.gov.au
- Consumer Affairs Victoria: www.consumer.vic.gov.au
Customer Service
Shopify Chat: Available on our website during business hours
Email: support@stellivare.com
Monday – Friday: 8:00 AM – 6:00 PM (AEST, UTC+10 / AEDT, UTC+11)
Saturday – Sunday: 8:00 AM – 4:00 PM (AEST, UTC+10 / AEDT, UTC+11)
Contact Information
Store name: Stellivare
Registered address: House Avenue, Suite 614, Cheyenne, Wyoming 82001, United States
Returns address: 211 La Trobe St, Melbourne VIC 3000, Victoria, Australia
Email: support@stellivare.com
Related Policies
Shipping Policy | Privacy Policy | Terms & Conditions | Payment Policy