Exchanges & Returns

We want you to be as in love with your new jewellery as we are. So if something is not quite right, we gladly accept exchanges and returns for a refund or store credit within 14 days of delivery of original order.

To qualify for an exchange or return, please ensure that your item is

    • in its original condition,
    • unworn or unused,
    • and comes with its original packaging including the tag, box/case, and pouch (which should also be in its original condition)


Unfortunately, individual item from a set cannot be exchanged or returned, and the set must be exchanged or returned as a complete set.

If you received a gift with your purchase and you would like to return an item from the same order (making you ineligible for the gift), please note that the gift must also be returned to us and meet the same requirements as those for exchanges/returns.

If a discount has been applied to your order and you would like to return an item from the same order (making you ineligible for the discount), please note that the difference between full price and discount price will need to be deducted from your refund.

Please note that final sale items are not eligible for return or exchange. We kindly ask that you choose carefully before placing your order.

To initiate an exchange or return,

    • Submit a request through our return portal
    • We will review your request within 3 working days. Once accepted, we will send you a confirmation email with the return instructions, including return address. Please note that the address shown on the original shipping label is not set up to process customer returns and cannot accept return parcels.
    • Then you can pack up your item(s) according to the instructions in the email and ship the package. Please note that once your request is approved, please ship the item(s) and email us the tracking number within 10 business days.


We will inspect the item(s) once we receive them, and if everything looks good, we will dispatch new item(s) for exchanges or issue a refund or store credit for returns within 5 business days. We will send you a confirmation email once everything has been taken care of.

The refund will be on your original payment method. It can take some time for your bank or credit card company to process and post the refund. 

Please keep in mind the following:

    • Returns sent without an approved return request, or sent to any address other than the return address provided in our approval email, will not be accepted or processed. Please do not send returns to the address shown on the original shipping label, as this address is not set up to process customer returns and cannot accept return parcels.
    • For approved returns, return shipping is at the customer’s expense, including shipping fees and any other related costs incurred in sending the item(s) back to our warehouse in Australia. You will need to choose your preferred courier and purchase the return shipping label directly from them. Please note that we do not provide prepaid labels for returns.
    • For approved exchanges, we provide a free return shipping label.
    • Please ship your item(s) and email us the tracking number within 10 business days of receiving the approval email. Returns shipped after this timeframe may not be accepted.
    • We recommend using a courier service with tracking and insurance to ensure the safe return of your package. We are not responsible for any loss or damage in transit.
    • Please ensure the item(s) are securely packed in their original packaging. 
    • If you paid a shipping fee when placing your original order, or a processing fee to resend a returned parcel, please note that both the original shipping fee and the resending processing fee are non-refundable and will be deducted from the refundable amount.
    • Unfortunately, gift cards are non-refundable.

     

    Damages and Issues

    Please inspect your order upon receipt. If the item(s) are defective, damaged or if you receive the wrong item(s), please contact us immediately so that we can evaluate the issue and make it right.

     

    Order Cancellation

    Unfortunately, we are unable to cancel orders that have been confirmed.


    Gift Cards

    Gift cards are excluded from return or exchange.


    We want your experience with us to be as smooth as possible. Please don't hesitate to reach out to our customer service team at customerservice@onnniii.com if you have any questions or concerns.



    Learn more about our customer service program here.