Frequency Asked Questions
I have not received a confirmation email, but my order has been processed.
Don't worry—your order is confirmed! Check your spam folder or for typos in your email address. If you still need help finding it, contact us at info@24our.au.
Can I change the items in my order?
Yes, as long as your order hasn't shipped. Contact us at info@24our.au, and we'll be happy to help.
Can I cancel my order?
If your order hasn't shipped, we'll issue a full refund. However, shipped orders cannot be cancelled, but you can return them.
Can I change my delivery address?
Yes, as long as your order hasn't shipped. Contact us as soon as possible at info@24our.au to update your address.
Which countries do you deliver?
We offer international shipping to select countries. To find out if we deliver to your country, please refer to the Australia Post International Zones.
How long will it take for my order to arrive?
Orders are processed within 1-3 business days (excluding weekends and holidays) after receiving your order confirmation email. Please note that delivery times vary depending on your country. For accurate delivery estimates, please refer to the Australia Post International Delivery Time.
How can I track my shipment?
Once your order ships, you'll receive a tracking number and link via email to track your package.
What are the conditions for a return or exchange?
You have 14 calendar days from the delivery date to return or exchange items. Returned products must be unused and in perfect condition. 24our reserves the right to offer a partial refund for damaged items.
How do I make a return or exchange?
Complete the return/exchange request by contacting us at info@24our.au with your order ID or tracking number.
What is the cost of a return or exchange?
If you return or exchange the product because you are unsatisfied or want to change the size, you are responsible for the return or exchange shipping costs.
For defective products, please contact us at info@24our.au on the day of delivery with supporting evidence. We will review the issue and provide a solution if applicable.
How and when will I receive my return or exchange?
Once we receive and inspect your returned items (if applicable), we will process your request as follows:
- Refunds will be issued within 1-3 business days using the original payment method.
- Exchanges will be shipped within 1-3 business days.
How do I take care of my piece?
Here are some general rules for you to follow:
• Preserve by avoiding contact with water or abrasive materials.
• Prevent scratches by separating the item from other jewelry, ideally in a cloth bag or wrapped in a soft cloth.
• Extending the life by putting the piece on after using personal care products. Applying cosmetics while wearing may cause buildup, dulling its appearance.
I have not received a confirmation email, but my order has been processed.
Don't worry—your order is confirmed! Check your spam folder or for typos in your email address. If you still need help finding it, contact us at info@24our.au.
Can I change the items in my order?
Yes, as long as your order hasn't shipped. Contact us at info@24our.au, and we'll be happy to help.
Can I cancel my order?
If your order hasn't shipped, we'll issue a full refund. However, shipped orders cannot be cancelled, but you can return them.
Can I change my delivery address?
Yes, as long as your order hasn't shipped. Contact us as soon as possible at info@24our.au to update your address.
Which countries do you deliver?
We offer international shipping to select countries. To find out if we deliver to your country, please refer to the Australia Post International Zones.
How long will it take for my order to arrive?
Orders are processed within 1-3 business days (excluding weekends and holidays) after receiving your order confirmation email. Please note that delivery times vary depending on your country. For accurate delivery estimates, please refer to the Australia Post International Delivery Time.
How can I track my shipment?
Once your order ships, you'll receive a tracking number and link via email to track your package.
What are the conditions for a return or exchange?
You have 14 calendar days from the delivery date to return or exchange items. Returned products must be unused and in perfect condition. 24our reserves the right to offer a partial refund for damaged items.
How do I make a return or exchange?
Complete the return/exchange request by contacting us at info@24our.au with your order ID or tracking number.
What is the cost of a return or exchange?
If you return or exchange the product because you are unsatisfied or want to change the size, you are responsible for the return or exchange shipping costs.
For defective products, please contact us at info@24our.au on the day of delivery with supporting evidence. We will review the issue and provide a solution if applicable.
How and when will I receive my return or exchange?
Once we receive and inspect your returned items (if applicable), we will process your request as follows:
- Refunds will be issued within 1-3 business days using the original payment method.
- Exchanges will be shipped within 1-3 business days.
How do I take care of my piece?
Here are some general rules for you to follow:
• Preserve by avoiding contact with water or abrasive materials.
• Prevent scratches by separating the item from other jewelry, ideally in a cloth bag or wrapped in a soft cloth.
• Extending the life by putting the piece on after using personal care products. Applying cosmetics while wearing may cause buildup, dulling its appearance.