Repairs & Returns

Repairs & Returns

For any information about an exchange, repair, or warranty request please contact our customer service team.

Returns

Our returns policy has been designed with our business principals in mind. If any customisations have been made to your piece, we will not be able to exchange or refund your order. If you change your mind, we can happily offer a gift card or exchange.

Returns & Exchanges

Kate & Kole pieces (excluding bespoke) purchased in Australia and New Zealand are welcome to return for a gift card or exchange.

All pieces* returned need to be unworn, and in its original condition with the return lodged within 7 days of receiving the product. Kate & Kole does not exchange earrings due to hygiene reason. However, we are alway happy to help. Please feel free to contact us.

*Custom pieces with custom engraving or pieces that have been specifically custom made cannot be returned for an exchange or store credit. This includes our Hand Drawn Heart Charms. If you have any questions, concerns or enquiries about this please contact us.

Please note that when exchanging a piece there is a $10 restocking and handling fee. Please make sure you are checking your order is correct before checkout. 

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

Kate & Kole do not issue refunds for change of mind or incorrect purchases.

Once your piece has been received by us, our lovely 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 does not accept returns if products:

  • are not returned in their original condition or packaging
  • are part of our bespoke collection
  • are part of our sample or archive sale

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.

Warranty

Our pieces are all carefully created in our Newcastle studio, if a piece fails we would love the opportunity to work with you to replace or repair it.

At Kate & Kole, we take pride in the craftsmanship of our necklaces and bracelets, offering you pieces that are not only beautiful but also enduring.

To match the quality of our products, we provide a standard 3-month warranty, with the option to extend this to 12 months. For those moments beyond, we offer a cost-effective repair option, ensuring your cherished piece can continue to be a part of your story.

Our standard and extended warranties cover the following:

Durability of Materials

Your necklace or bracelet should withstand normal wear and tear within the warranty period.

Clasp Integrity

The clasps on our pieces are designed to be secure and durable. Should they falter, we’re here to fix or replace them.

Craftsmanship Quality

If any manufacturing defects appear within the warranty period, we'll take care of the repairs at no extra cost.

Post 12 months, if your jewellery encounters any mishaps or wears, our cost-conscious repair service steps in. This service is designed to be affordable, allowing you to restore your beloved item without a hefty price tag.

From re-threading a bracelet to fixing a broken chain, our skilled jewellers are committed to reviving the beauty and function of your Kate & Kole pieces.Your trust in our brand is valued deeply at Kate & Kole, and our warranties and repair services are our way of honouring that trust.

Our Engagement Ring Warranty

At Kate & Kole, we've always believed that our engagement rings are the very best representation of our brand. With this in mind, we created a lifetime warranty that reflects our commitment to excellence and to you.

Our warranty includes these promises:

  • Your ring is crafted to maintain its shape. It shouldn’t bend or warp with regular wear.
  • The stone in your ring is securely set. It should sit perfectly in its setting, just as intended.
  • In the event of scratches or dents, our in-house jewellers are skilled in making improvements, restoring the beauty of your ring.
  • We are here to assist you in cleaning and caring for your diamond, ensuring it continues to sparkle.
  • Should your ring require resizing, our experts are on hand to adjust the size while maintaining its integrity.
  • If the claws holding your stone are compromised for any reason, we will work with you to repair or replace the setting, ensuring your diamond is always secure.
  • In the unlikely event that your diamond falls out due to a manufacturing fault, we will replace the stone.

These promises are our assurance to you that every Kate & Kole ring is backed by a warranty that honours our craftsmanship and your trust in us.

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

Want a Repair?

To start the process of returning your item(s) simply click the button below, provide some details and our customer care team will be happy to assist.

Want to Exchange?

To start the process of requesting an exchange, simply click the button below, provide some details and our customer care team will be happy to assist.

Frequently Asked Questions

Do Kate & Kole pieces come with a warranty?

All Kate & Kole pieces are covered under warranty.

How long is the warranty?

We have a three-month manufacturing warranty period. If anything happens during this period due to a manufacturing fault, your piece will be covered under our warranty.

Can you repair my piece outside of the warranty period?

We most certainly can, there is a small fee involved. This fee covers the repair, a cleaning of your piece and return express postage when your piece is complete.

My chain has broken, what can I do?

We can definitely help you with this, get in contact with us and we will help you through the process.