We’re here to help
If you have a concern about your purchase, please contact us at sale@opalmermaids.com.au with your order details and relevant photographs. We will review the circumstances and discuss the appropriate next steps with you.
Quality issues and returns
If your item arrives with a quality issue or does not match the description provided when you purchased it, please contact us so we can understand the issue. We will arrange an appropriate remedy, such as a repair, replacement or refund, according to the issue and applicable consumer rights.
Your statutory consumer rights are not affected by this policy.
Choosing your piece
We would love to help you choose with confidence. You are welcome to ask for more details or arrange a video viewing before purchasing. For ready-made jewellery and loose opals, our returns service is for quality or description concerns rather than a change of mind.
Bespoke jewellery
Bespoke pieces are made to your requirements and cannot be returned or exchanged for a change of mind. If there is a quality issue or the item does not match the agreed description, please contact us so we can help. Your statutory consumer rights remain unaffected.
Before production begins, we will confirm the design, materials, size, quote and estimated timeframe with you. Once production begins, we will complete the piece to the agreed design and cannot accept cancellations for a change of mind. If you need an adjustment, please contact us as early as possible. Whether a change can be made, and whether it involves an additional cost, will depend on the stage of production and the changes requested.
Natural cracks and aftercare
We do not sell cracked opals. Natural inclusions or patterns left by a stone’s formation are different from cracks. If you have questions about a particular stone, please contact us so we can show you more and explain.
If an opal develops a natural crack after purchase that was not caused by a drop, impact or other handling-related damage, please contact us. We will assess the circumstances and discuss a replacement or another appropriate aftercare solution with you.
Arranging a return
Please contact us before sending an item back so we can discuss the appropriate return arrangements for your circumstances, including shipping and any applicable costs. These arrangements do not limit your statutory consumer rights.
Delivery problems
If your parcel has not arrived as expected, or the packaging or item arrives damaged, please contact us as soon as possible. Keep the packaging, item and any relevant photographs. We will help investigate and work through the next steps according to the circumstances.
For more information, please see our Shipping Policy and FAQs.