Refund policy
We want you to love your opal or opal jewellery. Every piece is individually hand-cut, carefully inspected, and packed before it leaves us. Please read this policy carefully before purchasing.
Change of mind
Because every piece at Iona Opal Australia is individually handcrafted and one of a kind, we do not offer cash refunds for change-of-mind purchases.
If you change your mind, we may offer a store credit or exchange within 14 days of delivery, provided the item:
- Is unworn and in original, unaltered condition
- Has not been cracked, scratched, resized, or otherwise damaged
- Is returned with all original packaging and proof of purchase
- Has been approved by us before being sent back
A 15% restocking fee applies to all approved change-of-mind returns. This covers re-inspection, handling, and re-listing of the piece.
Items returned without prior written approval will not be accepted and will be returned to the sender at their expense.
If you are unsure about a piece before purchasing, please contact us first — we are happy to provide additional photos, videos, measurements, or advice to help you make a confident decision.
Damaged or incorrect items
Please inspect your order immediately upon delivery.
If your item arrives damaged or you have received the wrong piece, you must contact us within 24 hours of delivery at iona@ionaopal.com. You must provide clear photographs of the item and all packaging. Claims made after 24 hours, or where original packaging is not retained, cannot be assessed.
We take every report seriously and will work quickly to resolve genuine issues.
Sale items and earrings
- Sale items are final sale and cannot be returned or exchanged under any circumstances
- Pierced earrings cannot be returned or exchanged for hygiene reasons
Custom and one-of-a-kind pieces
All jewellery at Iona Opal Australia is handcrafted and considered one of a kind. Cash refunds are not available for change of mind on any piece. Exchanges or store credit on custom or specially made pieces are offered at our discretion only. If changes are requested after a piece has been made, a re-make or modification fee will apply and must be agreed to before work begins.
How to start a return
- Email iona@ionaopal.com with your order number, a description of your concern, and supporting photos where relevant
- Wait for written approval before sending anything — we will respond within 1–2 business days
- If approved, send the item via a tracked and insured service to: 13 Brisbane Drive, Jensen QLD 4818, Australia
- Once received and inspected, your store credit or exchange will be processed within 5 business days
We are not responsible for items lost or damaged in return transit. We strongly recommend using a tracked and insured service.
Workmanship warranty
All jewellery made by Iona Opal Australia carries a workmanship warranty in accordance with Australian Consumer Law. This covers faults in metalwork, construction, soldering, and setting security. If a genuine workmanship fault is identified, the piece will be repaired or remedied.
A note on opals
Opal is a natural gemstone sensitive to impact, pressure, sudden temperature changes, and environmental conditions. Every opal is carefully selected and assessed for stability before sale. However, opal gemstones — set or unset — are not covered under warranty for cracking, chipping, or breakage that occurs after delivery. Once delivered, responsibility for the care of the stone passes to the purchaser. We recommend reviewing our care guidelines and storing your opal appropriately.
EU Customers – Right of Withdrawal
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of delivery of the last item in your order, without giving any reason.
How to exercise your right of withdrawal To withdraw, notify us within the 14-day window by emailing iona@ionaopal.com with your order number and a clear statement that you wish to withdraw. You may use any written communication — no specific form is required.
Returning the item Once you have notified us, you must return the item within 14 days. Return shipping costs are at your expense. Items must be returned in their original, unaltered condition with all original packaging.
Refunds We will issue a full refund of the purchase price within 14 days of receiving the returned item (or proof of postage, whichever is earlier). Refunds will be made to your original payment method.
Exceptions The right of withdrawal may not apply to:
- Items that are clearly personalised or made to your specifications (custom pieces)
- Sealed goods that cannot be returned for hygiene reasons once unsealed (e.g. pierced earrings)
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major workmanship failure, and to compensation for other reasonably foreseeable loss or damage. Nothing in this policy limits or excludes those rights. This policy does not cover damage resulting from normal wear and tear, accidental damage, misuse, third-party alterations, or damage to gemstones after purchase and delivery.
Questions? If you have any questions before or after your purchase, please contact us at iona@ionaopal.com — we're always happy to help.
