Suite 610, Level 6, 343 Little Collins St, Melbourne, Victoria 3000 Australia
Phone: (03) 9602 2223 or 1800 615 818

Return Policy

Loose Diamonds

All of our Diamonds are checked by Diamond Grading professionals, and a registered Australian Valuer. If for some reason the diamond you receive is of a total different quality from what is stated on the GIA certificate, and you provide us with an independent Valuation performed by a Registered Valuer stating the different grade, we will refund you the amount you paid to us for that Diamond.


Most of our jewellery is handmade to order, therefore we only offer the return policy on earrings, necklaces, bracelets.
In relation to rings they are made to your personal finger size, therefore we cannot refund as it comes under a 'custom design'.
We will although, endeavor to make our customer happy and satisfied, and therefore consult any alternative options for you to be able to enjoy your special purchase.

If your item falls under the 'Jewellery' which includes only earrings, necklaces, bracelets you are entitled to apply for a return code as long as:
·         There is no modification of any sort to the item

·         It is in its original condition

·         If there is no Custom Engraving to that item

·         It is not a Custom Design

You can apply for a return as a refund or exchange by contacting us at any time convenient to you, and we will guide you through the return process.

We provide you with a return code to make the process smoother for you and our team.

Returned goods will only be accepted with a return code.

Our Gemstone Return Policy
Customer satisfaction is our top priority. If you are not completely satisfied we are pleased to offer a seven (7) day return policy on all stocked gemstones. If within 7 days of receiving your gemstone(s) you become dissatisfied with it, return it in its original undamaged, unaltered condition for a refund or a credit. No questions asked, no hidden restocking fees, no credit card charges. Refund will be processed onto the payment method used.
Please Call or Send us an Email asking for Return Instructions. The shipping & insurance fees are not refundable. All returned merchandise must be sent by registered insured mail. Appropriate return packaging and registered mail fees are the responsibility of the customer returning the merchandise. Insurance on return is the senders responsibility. After 7 days all sales are final (returned items must be postmarked within 7 days of the date you received the items).
Our Return Process

Once your returned item is received we will review the item to see that it complies with the Return Policy.

Once it received and accepted, we will contact you to process your Refund or Exchange to a new jewellery item.

Returns without a Torres Jewel Co return code, and improperly or uninsured packages will be refused upon receipt.
If you decided that you do not want the merchandise after it has been shipped but before it arrives, Please Do Not Refuse Delivery. All Items must be returned to us only by registered mail, you must insure these items using the registered mail receipt number. If the merchandise is refused you will be liable for the full value of the item or items if lost and all brokerage charges and duty incurred upon its return.

The steps to take for a return are to firstly contact us:

To receive your Return Code. Your return code is a reference number that we use to process your return, it is issued once you have contacted our team and discussed the item/s you want to return. The return code must be placed on the box you are returning. We will issue you with the sticker for your return code to be placed on.


Once receiving your return code you must:

1.     Package your return as instructed by us. This packaging must include all the original packaging, any documents, such as paperwork provided by us, including your original receipts and boxes as well as any certificates originally supplied. Please Note: any certificate that is not returned will incur a replacement fee of $250.


2.     Fill out the appropriate information on your insured shipping bag as required by our return policy, which you will receive at the same time as you receive your return code. Please Note: you are responsible for your shipment until it is delivered to Torres Jewel Co. Pty Ltd.


If you have any further questions about our Return Process please contact our team at: