The CaratDirect Promise: 30-Day Returns

You need to meet your new jewellery before you really fall in love. If it is not the perfect fit, you have 30 days from the date you receive your piece to return it—no questions asked.

Return Eligibility

To qualify for a return, your jewellery must be in the sellable condition: unused, with all tags attached, and in its original packaging.

How to Start a Return

Simply fill in the Return Request Form below.

Alternatively, reach out to us at support@caratdirect.com.au to initiate the process.

Once your return is accepted, we will provide a return shipping label and step-by-step instructions on how and where to send your package. Please note: Items sent back to us without first requesting a return cannot be accepted.

Damages and Issues

Please inspect your order as soon as it arrives. Contact us immediately if a piece is defective, damaged, or incorrect so we can evaluate the issue and make it right.

Non-Returnable Items

Custom-made and personalised jewellery pieces cannot be returned. Please get in touch if you have specific questions or concerns about your item.

Exchanges

If we've already shipped your order, the fastest way to exchange a piece is to process a standard return for your original item. Once your return is accepted, you can simply make a separate purchase for the new piece.

Refund Process

Once we receive and inspect your return, we will notify you of the approval status. Approved returns are automatically refunded to your original payment method within 10 business days.

Please remember it can take a little extra time for your bank or credit card provider to process and post the refund. If more than 15 business days have passed since your return was approved, please contact us at support@caratdirect.com.au.