Refund policy

Kaleidora – Returns & Exchanges Policy

We truly hope you will love your Kaleidora piece. However, if for any reason you are not completely satisfied, we're here to help.

Return Timeframes

  • Standard returns: You have 30 days from the date of receiving your item to request a return.
  • European Union cooling-off period: If your order is shipped into the EU, you have 14 days to cancel or return your order for any reason, in accordance with EU regulations.

Return Conditions

To be eligible for a return:

  • Your item must be unworn or unused, in the same condition as when you received it, with tags attached and in its original packaging.
  • You must provide your order number.
  • Custom-made or personalised items, sale items, and gift cards are non-returnable (see "Exceptions" below).

How to Start a Return

  1. Email us at care@kaleidora.com.au with:
    • Your order number
    • The item you wish to return
    • Reason for return
    • Whether you would like an exchange, refund, or store credit
  2. We will review your request and, if accepted, send you the return address and instructions.
  3. Please do not send items back without contacting us first — they will not be accepted.

Damaged or Incorrect Items

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or incorrect. We will assess the situation and arrange a replacement, exchange, or refund as appropriate.

Exceptions – Non-returnable Items

We do not accept returns for:

  • Custom or personalised jewellery
  • Sale items and gift cards

If you're unsure whether your item can be returned, please contact us before purchasing.

Exchanges

The quickest way to get your desired item is to return your original purchase (once approved) and place a new order.

Refunds

Once your return is received and inspected, we'll notify you if your refund has been approved. If approved, it will be processed to your original payment method within 10 business days.
Please note it may take additional time for your bank or card provider to post the refund. If more than 15 business days have passed since your refund was approved, please email us at care@kaleidora.com.au.

Our Promise

We always aim to work with you to find the best solution if there's an issue with your purchase. Your satisfaction is important to us, and we will handle every return request with care and fairness.