Refund policy

We want you to love your new Caillí pieces! If it’s not quite the perfect fit, we’re happy to offer store credit for items returned within 30 days of delivery.

To ensure we can find your jewellery a new home, we ask that returns arrive in their original, sparkling condition. This means:

  • Items should be unworn and in their original packaging (pouches and tags included).

  • The protective seal or tag must remain intact and unbroken.

  • Pieces must be free from any scratches, marks, or signs of wear.

Please note: As a small business, return shipping costs are covered by the customer. We recommend using a tracked service to ensure your jewellery reaches us safely.

Our Quality Guarantee

We take great care in hand-checking every piece before it leaves us, but if something isn't right, we’re here to help.

Faulty or Damaged Items

If your jewelry arrives damaged or you notice a manufacturing fault, please reach out to us within 14 days of delivery. To help us resolve this quickly, please email support@caillijewellery.com with:

  1. Your order number

  2. A brief description of the issue

  3. A few clear photos of the piece

How we’ll help: Once we’ve confirmed a genuine manufacturing fault, we will happily offer a repair, replacement, or a full refund, including any return shipping costs, in accordance with Australian Consumer Law.

Care & Longevity Please note that our warranty covers manufacturing defects, but does not extend to damage caused by misuse. This includes:

  • Accidental damage or impact 

  • General wear and tear or stretching over time.

  • Exposure to harsh chemicals & perfumes.

To keep your pieces looking their best, we recommend following our Jewellery Care Guide 

How to Start a Return

We want the process to be as smooth as possible for you. To start a return for store credit, simply follow these steps:

1. Get in Touch Email us at support@caillijewellery.com with your order number and the item(s) you’d like to return.

2. Wait for the Green Light Our team will review your request and send over the return address and easy-to-follow instructions.

Note: To ensure your return is tracked and processed correctly, please wait for this approval before sending your parcel back to us.

3. Pack & Post Securely pack your jewellery in its original packaging. We highly recommend using a tracked shipping service, as we cannot be responsible for pieces that go missing on their way back to us.

4. Receive Your Credit Once your return arrives and is inspected by our team, we’ll send your store credit straight to your inbox so you can find your next favourite piece (PS. We will be releasing many more pieces over the coming months!)

Exchanges

To get your new favorite piece to you as quickly as possible, we do not offer direct exchanges.

If you’d like a different style or size, simply return your original item for store credit and place a new order at your convenience. This ensures your new jewellery is reserved for you immediately!

Refunds

Refunds are exclusively issued for items with a confirmed manufacturing fault or if an incorrect item was sent.

Once your return is received and carefully inspected, approved refunds will be processed back to your original payment method within 10 business days. Please note that your bank or payment provider may take additional time to clear the funds into your account.

Our Right to Refuse Returns

To ensure every Caillí customer receives a piece in pristine, gallery-quality condition, we kindly reserve the right to:

  • Decline returns submitted outside of our 30-day window.

  • Refuse returns that show signs of wear, alterations, or damage.

  • Send back items that arrive without their original packaging or protective seals.

Kindly note, items that do not meet these hygiene and quality standards will be returned to the sender at their expense.