RETURNS & EXCHANGES

REFUND AND RETURNS POLICY

Last updated: 30/10/2026

At Mon Paleis, every piece is carefully inspected and packed before it leaves us. Please read this policy before placing your order.

YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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.

Nothing in this policy excludes your rights under the ACL.

CHANGE OF MIND

We do not offer returns, refunds, exchanges or store credit for change of mind. This includes, for example:

  • You no longer want the item or have changed your mind
  • You chose the wrong size, colour, finish or style
  • The item does not suit your personal taste or styling expectations
  • You found the item at a lower price elsewhere

For hygiene reasons, this applies to all earrings, even if they are unworn and in their original packaging.

Please review product descriptions, materials and measurements carefully before ordering. If you are unsure about anything, email us at hello@monpaleis.com before you buy and we will be happy to help.

SALE, DISCOUNTED AND GIFT PURCHASES

The same change-of-mind rules apply to items bought on sale, with a discount code or as a gift. Your rights under the ACL apply to these items in the same way as full-priced items.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your item arrives faulty or damaged, is not what you ordered, or develops a fault that means it is not of acceptable quality, we will make it right.

  1. Email hello@monpaleis.com with your order number, the name and email address used for the order, a short description of the issue and clear photos of the item (and of the packaging, if it was damaged in transit).
  2. Please contact us as soon as you notice the problem. For damage in transit or an incorrect item, we ask that you let us know within 7 days of delivery where possible, so we can investigate and lodge any claim with the carrier promptly. This is a request to help us resolve things quickly; it does not limit your rights under the ACL.
  3. Please do not send anything back before contacting us. If we need the item returned, we will give you instructions and either provide a prepaid return label or reimburse your reasonable return postage.
  4. We will assess your claim under the ACL. If there is a major failure, you can choose a refund or a replacement. If the failure is not major, we may choose to repair or replace the item, or offer a refund. If we sent you the wrong item, we will send the correct item or, if it is unavailable, refund you.

WEAR, CARE AND WHAT IS NOT A FAULT

Our jewellery is made with a brass base plated in 14K gold or rhodium and set with cubic zirconia. Like all plated jewellery, its appearance can change over time with exposure to water, perfume, cosmetics, moisturisers, chemicals and everyday wear. Please follow our Jewellery Care guide.

Damage caused by accidents, misuse or not following care instructions, and normal wear consistent with the age and use of the item, is generally not a fault. Every claim is assessed individually, taking into account the nature and price of the item, and your rights under the ACL are not affected.

PRE-ORDERS

Pre-order items show an estimated dispatch date on the product page. This is an estimate, and we will email you if it changes.

Once placed, pre-orders cannot be cancelled for change of mind.

REFUNDS

Approved refunds are made to your original payment method within 5–10 business days of approval. Your bank or card provider may take a few extra days to process it. For Afterpay orders, refunds are made to your Afterpay account and your instalments are adjusted in line with Afterpay's terms. Where required by law, we will also refund the original shipping charge for faulty items.

INTERNATIONAL ORDERS

These terms apply to international orders. If an international item is faulty, contact us first and we will arrange the next steps. Duties and import taxes paid to your local authority are generally not refundable by us, but any claim for faulty goods will be assessed under the ACL.

LOST OR UNDELIVERED PARCELS

Please see our Shipping Policy.

CONTACT US

Email: hello@monpaleis.com

We aim to respond within 3–5 business days. Please include your order number and the name and email address used for your order.