At STONIRA, we take immense pride in the artistry and purpose behind every piece. We want you to be absolutely captivated by your purchase. Should your selection not meet your expectations, our policy ensures a smooth and professional resolution in accordance with Australian Consumer Law.

1. Change of Mind

We are pleased to offer exchanges or store credit for change-of-mind selections, provided the following conditions are met:

  • Timeframe: The item is returned within 7 days of the delivery date.

  • Condition: The piece remains unworn, unused, and in its original, pristine condition.

  • Packaging: The item is returned in all original STONIRA packaging (boxes, pouches, and tags) with proof of purchase.

Please Note: For hygiene reasons, earrings cannot be returned or exchanged unless they are found to be faulty. We do not offer cash refunds for change-of-mind purchases.

2. Faulty or Damaged Items

If a STONIRA piece arrives with a manufacturing fault or is damaged during transit, we will provide a repair, replacement, or full refund as required by law.

To initiate a claim, please contact a team member within 7 days of receipt at info@stonira.com.au with:

  1. Your Order Number.

  2. A brief description of the issue.

  3. Clear photographs showcasing the fault or damage.

Once assessed and deemed faulty, we will provide a pre-paid shipping label or reimburse your return postage costs.

3. Bespoke & Personalised Designs

Custom-made, engraved, or bespoke pieces are crafted specifically for you. Consequently, these items cannot be returned or exchanged unless a manufacturing fault is identified.

4. Sale & Promotional Items

Please choose carefully, as sale items and pieces purchased during promotional events are final sale. These items are not eligible for return, exchange, or store credit unless they are found to be faulty.

5. Order Cancellations

We strive to process your orders quickly. If you wish to cancel your order, please contact a team member immediately.

  • Before Dispatch: Cancellations are accepted only if the order has not yet been dispatched from our studio.

  • After Dispatch: Once your order has been handed to the courier, we are unable to cancel it. In this instance, our standard Change of Mind policy (Section 1) will apply upon delivery.

6. How to Initiate Your Return

To ensure your return is handled with care, please follow these steps:

  • Contact Us: Email info@stonira.com.au or call 0435 298 538 to speak with a team member before sending your item. Items sent without prior authorization may experience significant delays.

  • Verification: Please ensure your item was not a Sale or Bespoke piece, as these are exempt from our return policy.

  • Shipping: For change-of-mind returns, shipping costs are the responsibility of the client. We strongly recommend a trackable service with insurance, as STONIRA cannot be held responsible for items lost or damaged in transit.

7. Refund Processing

Approved refunds (specifically for faulty items) will be credited back to your original payment method. Please allow 5–10 business days for the transaction to reflect in your account, depending on your financial institution’s processing times.

8. Our Commitment to You

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

9. Contact the STONIRA Team

For any questions regarding your order or our processes, please reach out to us:

Email: info@stonira.com.au

Phone: 0435 298 538

Availability: Monday – Friday, 9:00 AM – 5:00 PM (AEST)

Contact Us

For return or refund requests, please contact us through our website with your order number and issue details.