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Every piece is made by hand to last a lifetime. If something isn't right, tell us and we'll work it out together.
We'll repair or replace it. Hand-made pieces are covered by our Forever Guarantee.
Tell us what happened → Wrong sizeNo problem. Our Size Guarantee means we’ll happily swap your piece for the right size, as long as it’s unworn and returned in its original condition. We just ask that you cover postage both ways.
Request an exchange → Changed your mindWe don't offer refunds for change of mind. We may offer store credit on unworn, in-stock pieces.
Ask about store credit →This doesn't affect your rights under Australian Consumer Law. If a piece is faulty, you're always covered.
Fill in the form below with your order number and a little about what you need help with. We’ll take it from there.
We’ll get back to you personally with the next steps and everything you need to send your piece back to us.
Send your piece back using tracked postage. We may ask you to include a prepaid return mailer, and recommend insurance until it arrives safely with us.
Once your piece arrives, we’ll take care of the exchange or store credit and let you know as soon as it’s sorted.
Tell us what you need help with and include your order number if you have it. We’ll review your request and get back to you with the next steps.
We don’t offer refunds or exchanges for change of mind. If you’ve received a gift that isn’t quite right, we may be able to exchange an eligible unworn piece for store credit.
Absolutely. Every Kaikoa ring is covered by our Size Guarantee. As long as your ring hasn’t been worn and is returned in its original condition, we’ll happily swap it for the right size. We just ask that you cover the postage both ways.
Start a claim through our Forever Guarantee page and tell us a little about what’s happened. We’ll review the details and get back to you by email, and may ask for photos if we need a closer look. Chains and sleeper earrings are covered separately by our 60-day manufacturing warranty.
For size and gift exchanges, return postage is your responsibility. We may also ask you to include a prepaid return mailer so we can send your piece back to you. We recommend using tracked and insured postage.
No. Sale, made-to-order and bespoke pieces can’t be returned or exchanged for change of mind. If there’s a fault with your piece, you’re still covered under our Forever Guarantee.