Exchanges are free. Refunds are simple. Faults are always on us.
Your rights come first. Nothing on this page limits or replaces your rights under the Australian Consumer Law. Where anything here appears to give you less than the law provides, the law applies.
You have 30 days from the day your order is delivered. Email us and we'll send a prepaid Australia Post label — print it, attach it, drop the parcel at any post office.
Exchanges and store credit are free. There's nothing to pay. If you'd rather have your money back, we take $10 off the refund to cover the return postage.
This applies to change of mind only. If your piece is faulty, damaged or isn't what you ordered, everything is free.
We know this is the part people worry about, so here's exactly what we check when a piece comes back:
Trying a piece on briefly is completely fine — that's the point of a 30-day window. Wearing it out for an evening isn't.
If a piece comes back worn, we'll email you before doing anything. We'll show you what we've found, and if a refund isn't possible we'll post the piece back to you at our cost.
Earrings can only be returned unworn with tags attached, for hygiene reasons.
We photograph every piece before it leaves us, so if anything is ever in question we can simply compare.
One prepaid label per order. We may limit or decline change-of-mind returns where there's a pattern of excessive or unreasonable returns on an account. This doesn't affect your rights under the Australian Consumer Law, which always apply.
Original shipping charges aren't refunded on change-of-mind returns. If a partial return takes your order below our free shipping threshold, the shipping we actually paid is deducted from your refund.
Extended Christmas returns: orders placed between 1 November and 24 December can be returned until 15 January, so you can buy early with confidence.
Exchanges are free, so a wrong size costs you nothing — send it back and we'll swap it for the right one.
Just ask us first. If we have your size in stock we'll often swap it straight over, which saves you a step.
Please use the size guide on the product page rather than wearing the ring to test the fit — a ring that's been worn can't be returned for change of mind.
Most of what we make is bought for someone else, so here's how it works.
If you received an Irosk piece as a gift, you can exchange it for anything of equal value, or take store credit — free, within 30 days of delivery. You don't need the original purchaser involved, but you will need the order number, or the name and email of the person who bought it.
Cash refunds have to go back to the card or account that paid, so if a refund is what you'd prefer, the person who bought it will need to contact us.
If the piece is faulty, we'll sort it out with whoever contacts us first — gift or not, and at no cost.
Email support@irosk.com.au within 30 days of delivery and we'll make it right at no cost to you — return postage and replacement both covered.
Please include your order number, clear photos showing the problem, and a photo of the outer packaging if the parcel looks damaged.
Every order is inspected and photographed before dispatch, so these cases are rare. When they happen, they're ours to fix. Where the problem is a major one, you choose the remedy — a replacement or a full refund, whichever you prefer.
Every Irosk order ships with signature on delivery. If your tracking stalls, or the parcel is marked delivered and you don't have it, contact us and we'll open a carrier investigation immediately. If it can't be located, we replace or refund in full. You won't be left out of pocket.
Irosk Australia gives the following warranty against defects on every piece we sell.
Your rights under Australian law
Our goods come with guarantees that cannot be excluded under the 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.
The benefits given to you by this warranty are in addition to your other rights and remedies under Australian law. Our 365-day warranty is a voluntary promise we make on top of those rights — it does not limit them, and your consumer guarantees may continue beyond 365 days depending on the nature and price of the piece.
All sterling silver tarnishes. It's a normal reaction between silver and air, not a fault, and it cleans off completely. Send your piece back any time within the warranty period and we'll professionally re-polish it free — you cover postage to us, we cover it back.
A chain catches on a bag. A ring meets a door frame. A piece finds the tiles. That isn't a manufacturing fault — but we're not going to leave you with a broken piece.
Send us a photo and we'll replace it at 50% off, with free shipping.
No time limit, and no need to send the damaged piece back. It applies to any Irosk piece, at any age. We'll confirm the price before you pay anything.
A goodwill service, separate from your warranty and from your rights under the Australian Consumer Law. Taking it up doesn't affect either.
Keepsake pieces are engraved to order for one person, so they can't be returned or exchanged for change of mind.
Everything else applies — if a Keepsake piece is faulty, damaged on arrival, or engraved differently to the proof you approved, we replace it at no cost, and your rights under the Australian Consumer Law apply in full.
We send a digital proof of your engraving before we make it. Nothing goes into production until you approve it, so please check spelling and dates carefully.
Because you can see and handle the piece before you buy, we don't offer change-of-mind refunds or exchanges on purchases made at markets, pop-up shops or in-person events. Earrings sold in person can't be returned or exchanged once they've left our stall.
Your rights under the Australian Consumer Law apply to in-person purchases exactly as they do online, and our 365-day warranty covers pieces bought in person too. If something you bought from us at a market has a manufacturing fault, contact us with your receipt and we'll replace or refund it.
Sale and discounted pieces are returnable on the same terms as everything else and carry the same 365-day warranty. Your rights under the Australian Consumer Law apply to discounted goods exactly as they do to full-price goods. Refunds are for the price actually paid.
We ship worldwide, and the same 30-day and 365-day windows apply.
Prepaid return labels are available for Australian orders. For international change-of-mind returns, you arrange and pay tracked return postage, and there's no additional fee from us. For faulty, damaged or incorrect items, we cover return postage wherever you are.
Import duties, taxes and customs charges are refunded by your own customs authority, not by Irosk. We'll provide whatever documentation you need to claim them.
If you're shopping from outside Australia, you may also have rights under the consumer law of your own country. Nothing in this policy limits those rights.
Depending on your bank, refunds can take a further 5–10 days to appear. Afterpay, Zip and PayPal refunds return through those providers on their own timelines.
Please contact us before sending anything back. Parcels that arrive without a return authorisation can't be matched to an order, and we can't take responsibility for items sent to us without one. This doesn't affect any rights you have under the Australian Consumer Law.
We only use the information you give us to process your return. See our Privacy Policy for details.
support@irosk.com.au
Anytime. We reply within 1 business day.
+61 432 196 111
10am–4pm, Mon–Fri, Brisbane time
Use the chat window on any page. Our assistant will point you to the right answer and connect you to one of us whenever you need a person.
Irosk Australia is a trading name of Ailko Group Pty Ltd, ABN 80 687 871 236. This policy is governed by the laws of Queensland, Australia, which does not limit any rights you have under the Australian Consumer Law or the consumer law of your own country. We may update this policy from time to time; the version that applies to your order is the one published when you placed it.
Last updated: 6 August 2026
