RETURN & EXCHANGE POLICY

We totally get it — shopping for jewellery online isn't always easy. That’s why we’ve kept our returns process as simple and transparent as possible. If you're not completely happy with your purchase, you're welcome to return it for a store credit or an exchange.

To be eligible for a return, your item must:

Be returned within 7 days of delivery (as marked by tracking).

Be unworn, undamaged, and in its original packaging with all tags intact.

Not have been purchased on sale or with a promotional offer.

Start Your Return

Fill out the contact form with your order number, the item(s) you'd like to return or exchange and your request. We'll get back to you with next steps within 24-48 hours.

Return Form

Items Not Eligible for Return

To keep things fair for all our customers, the following items cannot be returned:

  • Items purchased on sale or during a promotional event
  • Earrings (in line with hygiene regulations)
  • Sets & Build Your Own Bundles
  • Custom-made pieces
  • Gift cards
  • Items that have been worn or altered.
  • Items returned outside of 7-day return period

We request that you shop with care. Refunds are only available in the event that an item is faulty and unable to be replaced

Exchanges

You may exchange your item for one of equal or greater value. If your new selection happens to be priced higher, our customer service team may be able to assist you with the difference.

  • Original order value/store credit cannot be applied to shipping costs.
  • Items purchased during a sale or a promotional events are NOT eligible for exchange or returns (no exception).
  • We do not offer in-person exchanges or returns due to privacy and security reasons. All returns and exchanges must be sent via a courier service. Please note that parcels delivered by other means will not be accepted. We kindly ask that our privacy policy is respected.

Further Information

Can I Cancel or Change My Order?

As our team works hard to process orders promptly, we may not be able to guarantee changes once your order has been confirmed.

  • If your order hasn’t been shipped yet, you can email us at support@xaelora.com and request for changes as soon as possible.
  • If your order has already been dispatched, we are unfortunately unable to make any amendments.

For further help email us at support@xaelora.com and we will get back to you within 24-48 hours.

What Should I Do If My Item Is Faulty?

We take great pride in the quality of our products. If you receive a faulty item, please follow the steps below:

  • Please complete the contact form here within 3 days of receiving your parcel.
  • Kindly include your order number & clear photos of the fault so we can arrange a replacement.
  • If your item is repairable, we will provide you with a pre-paid shipping label to return the item to us.

Refunds will only be issued if the item is faulty and cannot be replaced.

Please also note that if you choose to return your piece and it is found not to be faulty upon inspection, return shipping will be at your discretion and expense.

What is NOT Considered a Fault?

  • Wear & tear, including fading plating, scratches, or discoloration from exposure to chemicals.
  • Chipped, cracked, or broken pearls, shells, or gemstones due to mishandling.
  • Earrings that become loose over time—please see our help center for adjusting guides.
  • Allergic reactions to metals/materials—please check materials before purchasing.
  • Slight differences in color or plating shades (e.g., variations between gold, silver, or platinum plating).
  • Color variations due to screen display differences. The product images on our website are the most accurate reference.

What Is The Return Process?

  1. Submit a Contact Form
    Complete our contact form with your order number and the name of the item(s) you wish to return. Select 'Return' as the subject. We will email you the next steps. Our team aims to get back to you within 24-48 hours (excluding weekends & public holidays).
  2. Check Your Items
    Ensure all items are in perfect condition. Returns cannot be accepted if items have been worn, tampered with, or damaged in any way.
  3. Ship Your Parcel
    Use the address provided in our email to send back your return. We recommend using a trackable shipping method, as we are not responsible for lost or damaged returns. Returns cannot be processed until they have been successfully delivered to us.
  4. Receive Your Store Credit or Exchange
    Once we receive your return, we will issue store credit in the form of an online code, valid for 12 months, excluding shipping costs. If exchanging, you will be required to cover the cost of shipping for the new item to be sent back to you. We will provide tracking details once your exchange has been dispatched.

Do you have any more questions?

Please visit our Help Center.

Help Center