Cancellation & Refund Policy

For eligible standard products, tell OPALA within 14 days after you receive the product if you wish to return it for a change of mind. Qualifying EEA and UK consumers may have a statutory right to withdraw from an eligible distance purchase within 14 days without giving a reason.

This policy adds to, and does not replace, mandatory consumer guarantees or remedies in your country of residence.

Email [SUPPORT EMAIL TO BE ADDED] within the applicable period with your order number, item and a clear statement that you want to cancel or return. You may use your own wording. Do not send a product before receiving return instructions.

After notifying OPALA, return the item without undue delay and within 14 days, or within any longer period mandatory law requires. Returns must be sent to [RETURN ADDRESS TO BE ADDED], not automatically to the address shown on the shipping parcel.

Please handle jewelry only as reasonably necessary to inspect its nature, characteristics, fit and functioning. Return it with included components, certificates and packaging where reasonably possible. You remain responsible for secure packaging and should retain proof of postage.

Where law permits, OPALA may reduce a refund for loss in value caused by handling beyond what is necessary to inspect the product. Missing presentation packaging alone will not defeat a statutory right where law says otherwise.

Clearly personalized, engraved, made-to-measure, bespoke or custom-designed jewelry is not eligible for change-of-mind return and may be exempt from EEA or UK statutory withdrawal rights where it is made to the customer’s specifications or clearly personalized.

A product is not treated as custom merely because it was assembled after ordering if it remains a standard product and is not made to your individual specification. Exclusions never remove rights where an item is defective, unsafe, incorrect, damaged on arrival or does not match the agreed specification.

For an ordinary change-of-mind return, you pay the direct return shipping cost unless OPALA offers otherwise or applicable law requires OPALA to pay. For a verified defective, incorrect or materially non-conforming product, OPALA will provide an appropriate remedy and cover or reimburse reasonable return costs where required by law.

When a qualifying statutory withdrawal is exercised, OPALA will refund the basic outbound delivery charge where required. If you selected premium or express delivery, any refund may be limited to the cost of the least expensive standard delivery OPALA offered, where legally allowed. Import duties paid directly to authorities or carriers may need to be reclaimed from them.

Inspect your order promptly and contact us with the order number, description and clear photographs if practical. Do not discard the item or packaging until we provide instructions.

Depending on applicable law and the circumstances, remedies may include repair, replacement, price reduction or refund. OPALA will not require a consumer to accept a remedy that is inconsistent with mandatory local rights, including consumer guarantees in Australia and New Zealand and conformity rights in the EEA and UK.

Approved refunds are made to the original payment method unless you expressly agree otherwise. Banks and payment providers may need additional processing time.

For a qualifying EEA or UK withdrawal, OPALA will issue the refund within the legally required period and may, where law allows, withhold it until the goods are received or you provide evidence of return. Otherwise, we aim to process a refund within 14 days after inspecting the return.

Contact us immediately if you want to change or cancel an order. Standard orders may be cancellable before dispatch. Personalized, bespoke or made-to-order work may become non-cancellable once materials are committed or production begins, subject to mandatory law and the information given at checkout.

We cannot guarantee address or product changes after fulfilment starts. A dispatch cancellation may need to be handled as a return.

Nothing in this policy excludes, restricts or modifies a right or remedy that cannot lawfully be excluded. If local law gives you a longer period, free return, repair, replacement, refund or other protection, that law prevails to the extent of the conflict.