Repairs & Returns

Returns

Our returns policy has been designed with our business principals in mind. Kate & Kole Fine Jewellery products purchased within Australia and New Zealand may be returned for a gift card or exchange. Kate & Kole does not offer refunds.

Please note that, given the uniqueness of our Bespoke, made to order and personalised pieces, they may not be returned or exchanged. Once a deposit has been paid on a custom order and if the customer cancels the order, both the deposit and the ring (if it has already been produced) will be forfeited.

Request a Return
Returns Policy

Fine Jewellery

Our returns policy has been designed with our business principals in mind. Kate & Kole pieces purchased in Australia and New Zealand are welcome to be returned for a gift card or exchange. Some exclusions apply*.

We do not issue refunds for change of mind or incorrect purchases. 

Items returned need to be unworn, and in a saleable condition with the return lodged within 7 days of receiving the product.

*Exclusions to change of mind Returns

Kate & Kole does not accept returns if products:

  • are not returned in their original condition or packaging
  • are part of our Bespoke collection including all Engagement rings and Wedding bands
  • have been customised including engraving
  • are part of our sample or archive sale
  • are earrings, due to hygiene reasons. 

Customised Jewellery

Custom pieces with custom engraving or pieces that have been specifically custom made cannot be returned for an exchange. Please make sure you are checking if your order is correct before checkout. 

If you have any issues with your bespoke piece please email our Bespoke Team at bespoke@kateandkole.com.au to discuss..

Exchange Fee

Please note that when exchanging a piece, there is a 10% handling and restocking fee, with a minimum of $50.

Return Process

To start the process of your return, please complete our Returns form and include the details of why you want to return and our customer care team will be happy to assist.include the details of why you want to return and our customer care team will be happy to assist. the details of why you want to return and our customer care team will be happy to assist.

We recommend sending your piece back to us with tracked shipping. It is the individual's responsibility to return the piece(s) at their own expense to the Kate & Kole Returns Team.

Once your piece has been received by us, our Returns Team will create a gift card for you. This gift card is to be used on our online store and is valid for 3 years from the date of issue.

Kate & Kole reserves the right to return the piece(s) to the sender, should any of the above occur. Pieces purchased during sample & archive sales may not be returned unless

Repairs

At Kate and Kole, we’re dedicated to ensuring your cherished pieces remain as stunning as the day you first wore them. With or without warrranty cover we want to ensure that your piece fits your lifestyle and can be worn for years to come.

From routine maintenance to more intricate fixes, our skilled team is here to assist. If your jewellery requires repair, simply reach out to us with your request, and we’ll guide you through the process to restore your piece to its original brilliance.

Request a repair

T&Cs—Returns & Refunds

Fine Jewellery Returns

Our returns policy has been designed with our business principals in mind. Kate & Kole pieces purchased in Australia and New Zealand are welcome to be returned for a gift card or exchange. Some exclusions apply*. We do not issue refunds for change of mind or incorrect purchases. 

Items returned need to be unworn, and in a saleable condition with the return lodged within 7 days of receiving the product.

*Kate & Kole does not accept returns if products:

  • are not returned in their original condition or packaging
  • are part of our Bespoke collection including all Engagement rings and Wedding bands
  • have been customised including engraving
  • are part of our sample or archive sale
  • are earrings, due to hygiene reasons. 
Limitation on claims

Our liability for failure to comply with a consumer guarantee is limited to:

  • the replacement of the goods or the supply of equivalent goods (or the payment of the cost of the replacement or supply); or
  • the repair of the goods (or the payment of the cost of the repair), and we will determine, in our sole discretion, whether replacement or repair will be offered.

In all other respects, our total liability for loss or damage of every kind, arising out of or in relation to the supply of the goods, their sale, delivery or the way they behave, and whether in tort or contract or in any other cause of action, is limited to an amount equivalent to the sum paid by you to us for the goods.
Customised Jewellery Returns

Custom pieces with custom engraving or pieces that have been specifically custom made cannot be returned for an exchange. Please make sure you are checking if your order is correct before checkout. 

If you have any issues with your bespoke piece please email our Bespoke Team at bespoke@kateandkole.com.au to discuss.
Exchange Handling & Restocking Fee

When exchanging an item, a handling & restocking fee of 10% of your order value will apply.
The Returns Process

To start the process of your return, please complete our Returns form and include the details of why you want to return and our customer care team will be happy to assist.

We recommend sending your piece back to us with tracked shipping. It is the individual's responsibility to return the piece(s) at their own expense to the Kate & Kole Returns Team.

Once your piece has been received by us, our Returns Team will create a gift card for you. This gift card is to be used on our online store and is valid for 3 years from the date of issue.

Kate & Kole reserves the right to return the piece(s) to the sender, should any of the above occur. Pieces purchased during sample & archive sales may not be returned unless deemed faulty. For international returns or to discuss our returns policy, please contact us.