Frequently Asked Questions

Jewellery

Step 1: Measure your wrist just below the wrist bone, where one would normally wear a bracelet, with a flexible measuring tape or a strip of paper.

Step 2: If you are using a plain strip of paper, then measure that paper strip with a ruler to determine your wrist size.

Step 3: Add 1cm to 2cm to your wrist size, depending on whether you would like a snug, comfort, or loose fit. This is the ideal bracelet length for you.

Step 1: Measure your ankle just above the ankle bone, where one would normally wear an anklet, with a flexible measuring tape or a strip of paper.

Step 2: If you are using a plain strip of paper, then measure that paper strip with a ruler to determine your ankle size.

Step 3: Add 1cm to 2cm to your ankle size, depending on whether you would like a snug, comfort, or loose fit. This is the ideal anklet length for you.

We recommend to store your jewellery in the boxes you receive it in, they are designed with an anti-tarnish cotton filling to help protect your precious creations.

We only use 925 sterling silver, strong stainless steel beading wire and the highest quality semi-precious crystals for all of our jewellery. For longevity we recommend taking your pieces off while sleeping, bathing, showering, swimming or undertaking any other sporting activities, as semi-precious stones will take on moistures from their environment. Hair spray, perfumes, chemicals and soaps can damage and discolour the beautiful creations.

In the unfortunate event that your jewellery is broken, we are happy to help.

If this happens within our three month warranty period, we will cover the cost of repair. If your jewellery is outside our warranty period, there may be a fee associated with the repair.

Please get in touch at aloha@houseofaloha.com.au to arrange repair.

If you have lost an earring in most circumstances we can replace a single earring. We may ask you to send the mate to us, so we can better match it for you. The cost for one earring is typically half of the cost for the pair.

Please get in touch at aloha@houseofaloha.com.au to arrange replacement.

Your jewellery is warranted for 3 months from the date of shipping against any defects, or if your jewellery arrives in less than perfect condition due to mishandling. The 3 month warranty does not cover scratches, dullness of metals or stones, or jewellery that has been stolen, lost, dropped or damaged in any other way.

To claim a warranty, please email aloha@houseofaloha.com.au with a description of what happened, a photo and your order number, so we can review it.

You can see the full warranty details here.

Orders

Need your order by a specific date, choose express postage during checkout and email us at aloha@houseofaloha.com.au and we'll try our best to make it work.

We aim to have your order shipped within 2 business days. As all of our jewellery is handmade occasionally it can take a little longer.

We may encounter a longer order processing time during peak sale and holiday periods, please allow up to four business days to receive your shipping confirmation.

Want your order sent as a gift directly to the recipient, simply enter your address in the billing section and the gift recipient's address in the shipping section.

If you'd like to include a message with your gift, please leave us a message at checkout.

Due to technical restrictions, you are not able to change or cancel your order prior to delivery once it has been confirmed. If you would like to purchase a different item, or no longer wish to receive your order, please return the item you don't want within 30 days of receipt ( see return policy) and place a new order if desired.

For further assistance, please contact aloha@houseofaloha.com.au.

Is your jewellery not quite the right size or not what you expected? We accept returns within 14 days of receiving your order for a credit note that can be used online. We do not offer refunds for change of mind. A refund will be given for any goods which are faulty. Please note, due to hygiene reasons you cannot return or exchange earrings unless faulty.

Please email aloha@houseofaloha.com.au with your order number and why you'd like to return it.

To be eligible for a return, your jewellery must be unused and in the same condition that you received it. This means free from scratches, blemishes or alterations, and without signs of wear or tear. It must also be in the original packaging.

Once we receive your return, we will contact you and arrange your credit note or exchange.

It is recommended that you ship your return with appropriate tracking as we will not assume responsibility for any item which is lost or damaged. Shipping costs are non-refundable.

Non-returnable items:
- No returns on sale items unless deemed faulty
- Earrings
- Gift cards
- Downloadable books

You can see the full returns policy here.

Australia

Shipping starts from $7.95 on orders under $149.

FREE standard shipping on orders over $149.

International

Postage calculated at checkout.

Yes we do! For international orders, prices are calculated at checkout and you can choose from two options:

1) Standard Shipping - trackable (6 plus business days)
2) Express Shipping - trackable (4 to 6 business days)

Please note there are some countries that we do not ship to because of carrier limitations and higher costs. If you have any questions regarding shipping to your country, please email us at aloha@houseofaloha.com.au.

International orders may be subject to import duties and taxes, which are calculated once a shipment reaches your country. You will be responsible for paying these charges and if you choose to return your order, these fees are non-refundable. Please contact your local customs office for further information as these fees can vary widely from country to country.

We accept Shopify Pay, Apple Pay, Google Pay, PayPal, Visa, Mastercard, Amex, AfterPay and Zip Pay.

BUY NOW. PAY LATER.

Get what you want now and pay for it over 4 equal fortnightly payments.

There’s no interest or fees and get your items delivered now!

Placing an order with Afterpay is easy - simply select Afterpay as your payment method when you checkout. All you need is to have an Australian payment card, be over 18 years of age, and live in Australia.

Instalments are automatically deducted from the nominated credit/debit card when payment is due, and there are no extra charges when you pay on time.

To find out more about Afterpay’s terms, visit their page here.

Zip Pay is a safe, simple, and convenient payment option that lets you shop online and pay later for your purchases with no credit card. Zip Pay provides an account that allows you to pay the balance of your purchases at the end of the month, or to take your time with affordable monthly payments that suit your lifestyle and budget.

There is NO establishment fee to setup your account and NO INTEREST!

Placing an order with Zip Pay is easy - simply select Zip Pay as your payment method when you checkout.

For more information, please visit the zipPay website: www.zip.co