We would be happy to help you with a return. To request a return, please visit our Returns & Exchanges Policy here.

Unfortunately,we are unable to accept returns or exchanges for pierced earring styles due to hygiene reasons. We want to ensure that every customer receives their jewellery in the best possible condition, and unfortunately, pierced earrings cannot be resold once they have been opened. For further information please read our full Returns & Exchanges Policy here.

We hope you're enjoying our sale! Please note that all items purchased during sale periods are final, meaning we are unable to offer refunds or credit notes on sale items that have been marked down, except in cases where the product is faulty – please refer to our Warranty Policy here for further information.

At Tilla, we take our commitment to complying with Australian Consumer Law seriously, and we ensure that our products are sold without faults and are accurately described online.

Please note, we experience a high volume of orders, which means that once your order has been placed, we are unable to make any changes to it. We understand that sometimes situations arise where you may need to cancel your order and we will do our best to accommodate your request. However, we can't guarantee that we will be able to cancel it, as cancellation requests are time-sensitive. 

To give us the best chance of fulfilling your cancellation request, please contact us on info@tillajewellery.com.au as soon as possible.

At Tilla, we always want to make your shopping experience as special as possible. We're more than happy to try and accommodate any special requests you may have within reason and within our control. For example, we can add a personalised message to your gift to make it even more special.

If you have a special request, please don't hesitate to contact us via live chat or email at info@tillajewellery.com.au.

At Tilla, we take pride in our beautiful jewellery and want to ensure that every piece arrives at its new home in perfect condition. All of our pieces come packaged in our signature white box and a meaningful card.

Great news! We offer international shipping through Australia Post, so you can enjoy our products no matter where you are in the world. Shipping costs will be calculated at checkout, based on your location.

If you have any international enquiries, please contact our Customer Care Team at info@tillajewellery.com.au.

Orders are processed and shipped out Monday – Friday only (excluding Public Holidays).

We aim to have all orders shipped as soon as possible, and within 1-3 business days.

 Please note that during sale periods, orders may take an additional 3-5 business days to arrive.

The estimated shipping time for your order will depend on which shipping option you have selected:

 Australia

Australia Post Standard eParcel
2-4 business days (Victoria)
7-10 business days (other States)

Australia Post Express eParcel
1-2 business days (Victoria)
3-5 business days (other States)

New Zealand

Australia Post
3-5 Business Days

International

Australia Post
7-14 business days

Once your order has been shipped, you will receive a shipping notification via email with tracking details.

For further information, you can view our Shipping & Delivery information here.

Tilla does not offer engraving services. Additionally, we kindly advise against engraving our Gold Vermeil jewellery as this may potentially cause damage to the piece.

Please note that all of our pieces are produced overseas, which unfortunately means that we are not able to accommodate any changes to their design. Additionally, we do not currently offer bespoke or customised pieces other than our Initial collection which can be viewed here.

Please visit our Jewellery Care Guide here for instructions.

To ensure that your jewellery stays in its best condition, we recommend taking it off before swimming, showering or exercising. This will help to prolong the life of the plating and keep your jewels clean and bright. 

In particular, please keep in mind that crystals may lose their sparkle if they come into contact with chlorine or salt water. 

We also would like to remind you that our jewellery, while sturdy, is still fine and delicate and may break if pulled during vigorous activities as sports.

In the event of a faulty product, we can offer a repair or replacement depending on the type of breakage and wear. Please refer to our Warranty here for further details on this process. It's important to note that we do not provide a repair service for items outside of the warranty period.

Sterling Silver

We take pride in using beautiful solid sterling silver (925). When we say '925,' it simply means that it contains a minimum of 92.5% pure silver, which gives it that stunning shine. We do add a small amount of alloy (7.5%) to the mix, not to take away from the quality, but to ensure that the silver remains strong and durable, making it perfect for everyday wear.

18k Gold Vermeil

Vermeil (pronounced ver-may)

Gold Vermeil an exceptional technique for gold plating that we absolutely love! To be considered vermeil, a product must have a substantial layer of gold (at least 2.5 microns thick) plated onto sterling silver, going beyond ordinary gold plating.

We use 18-carat gold, which is of superior quality compared to other options. So, when you choose our vermeil jewellery, you're getting a remarkable combination of sterling silver and a generous layer of quality gold. It's truly something special!

14k Solid Gold & 14k Solid White Gold

We use 14k gold in our jewellery, and just like our sterling silver, it's designed to be both durable and of the highest quality. To achieve this, a small amount of metal is mixed with the gold, ensuring that your jewellery can withstand everyday wear and retain its exquisite beauty.

Diamonds

Our diamonds are completely natural and authentic, adding a touch of shine to our jewellery. We opt for beautiful ‘fine white’ diamonds that sit at the high end of the nearly colourless range. Our diamonds are carefully chosen to ensure they sparkle with brilliance, making them the perfect choice for your special pieces.

White Cubic Zirconia

Our cubic zirconia’s are so close to real diamonds that you'll have to take a closer look to spot the difference. The best part is that they're man made, making them a fantastic alternative without compromising on beauty.

We take pride in sourcing exceptional cubic zirconia’s from high end suppliers who share our commitment to quality. With their help, we ensure that every piece of jewellery we create is consistent and durable, giving you the confidence to wear it for any occasion.

Gemstones

We source our gemstones from trusted suppliers, carefully selecting each stone for its unique beauty and brilliance. From captivating mother of pearl to the rich hues of rubies, sapphires and emeralds, we offer a wide array of options to suit your style and preferences.

Please visit our Materials page here for information.

We are happy to offer a warranty period of 6 months (with some exclusions) to ensure your complete satisfaction with our products. For further information, please refer to our Warranty here.

At Tilla, we take pride in our commitment to quality and each piece of jewellery is thoroughly reviewed by our dedicated team before being sent out. However, in rare cases, faults may still occur. If you have received a faulty product, we sincerely apologise for any inconvenience caused and will gladly offer a replacement if the item was purchased within 6 months. To notify us of a faulty product, please refer to our Warranty here.

Please note that wear and tear during normal use is not considered a fault. Our pieces are delicate and should be handled with care. You can read further information on how to handle your Tilla pieces under our Jewellery Care Guide here.

We are proud to have our jewellery stocked by premium Australian retailers, both in-store and online. You can find our full stockist list here.

Customer Care
We are always here to help and provide exceptional customer service. You can reach our dedicated Customer Care team via multiple channels, including online chat by clicking our Chat with Us icon on the bottom right-hand side of your screen or email info@tillajewellery.com.au.

Our Customer Care operating hours are:

Monday - Friday: 9am to 5pm AEST
Closed on public holidays and weekends.

Wholesale Inquiries 

We are thrilled to work with premium retailers and would love to hear from you. If you are interested in becoming a Tilla stockist, please get in touch with our dedicated Wholesale team at info@tillajewellery.com.au. We look forward to hearing from you and thank you for interest in Tilla!

We are thrilled to work with premium retailers and would love to hear from you. If you are interested in becoming a Tilla stockist, please get in touch with our dedicated Wholesale team at info@tillajewellery.com.au. We look forward to hearing from you and thank you for interest in Tilla!