Return Policy

Loose Gemstones and Ready-Made Finished Jewellery

Kalosgem offer our customers 14 days inspection time for the items you purchased online, which starts from the day you sign and receive your shipping item. If you are not completely satisfied with your item, you can return and get a full refund. Jewellery purchased in store are not refundable.

If you need an extended inspection period, special circumstances can be agreed upon; however, you must make an arrangement prior to the shipment of your item. Please contact us at +61388139988 make special arrangements for an extended inspection period.

Please also note: Loose gemstone will not be accepted for a refund if they have been set, scratched, chipped, fractured, weigh differently or have been altered in any way. We strongly recommend that you do not set your gemstone with another jeweler until you fully intend to purchase it. 

Bespoke Jewellry

Kalosgem is delighted to help our customers to make bespoke jewellry to satisfy their unique needs. Generally, there are 2 main costs for this, and we have different policies on each.

  • The Centre Gemstone: The stone being used in the design can almost always be returned for a full refund within 14 days after receiving the item since the stone can still be used in other design options that our future customers can choose from. If a re-cut of the stone has been requested before the setting, the stone will not be returnable. All re-cut stones are final sale.
  • The Setting, Materials Used and Wedding Bands: The setting (including side stones) that was made for the specific gemstone is not returnable. Custom made settings are created to fit the precise dimensions of the center stone and the finger size of the client. Custom made orders are crafted to the specific taste and liking of the client, and unfortunately we cannot issue refunds on the setting component of the order as it is highly unlikely that other clients will purchase the specific design. All wedding bands are made to order to very specific requirements, and for that reason we are not able to accept returns on them.

To help our customers better imagine their custom jewelry pieces, we provide 3D image design, and can ship you the stone to preview before proceeding. Please contact us to inquire about these services. For the detailed steps, please refer to our Bespoke Jewellry Page

Items must be returned in the same condition as they were sent. If the item is damaged in any way it will not be accepted for a refund.

How to Return an Item

If you have purchased an item that you would like to return, you must contact us to request a product return number. All shipments will be refused and returned to sender if the product return number has not been issued.

Depending on the value of the item you are returning, you will be given special instructions on how to send in a return. Items returned MUST be in the same new condition as they were when they were delivered to you. We will NOT accept damaged items. Please review our return policies before calling in for a product return number.

A refund will be issued after we receive your return. Shipping costs cannot be refunded. If you paid by credit card, the charge will be credited back to your card. If you paid by check or wire transfer, a company check or transfer will be issued to the name on the account from which the purchase was made from.

Do not declare the exact nature of the contents you are sending. If required by customs or the shipping company, specify the item is an "Antique Sample" or "Rock Crystal Sample".

Send returns to:

Kalosgem G85, Ground Level, The Glen Shopping Centre, Glen Waverley, VIC, Australia 3150  +61388139988

If you have any specific questions regarding returns, please call us at +61388139988 or email us at