We pride ourselves on delivering exceptional customer service. At Prilla, we offer a hassle-free return or exchange policy for any item within 14 days of purchase for a refund or exchange, no questions asked. However, please be aware that, due to health and hygiene laws, we cannot accept returns or exchanges for earrings or body jewellery, whether they have been worn or not.
If you'd like assistance with returning an item, please reach out to our friendly team at prilla.com.au@gmail.com or chat with us online.
We provide a three-month warranty on all jewellery with manufacturing faults, starting from the purchase date. This covers things like broken chains, clasps, stones, or any defects that prevent normal use of the piece. Keep in mind that wear and tear, including fading caused by water exposure, is not included in the warranty.
Please note: If an item falls outside of the warranty period, it cannot be returned or exchanged due to defects. Unfortunately, we also cannot accept returns for lost jewellery.
Our pieces are made from premium materials. For more detailed care instructions, please refer to our Jewellery Care Guide.
Since most of our jewellery is crafted from 925 Sterling Silver, a soft and flexible metal, it’s natural for the earring posts to bend slightly over time. This might make them feel loose or prevent them from clicking securely into place.
To fix this, gently bend the post upwards or downwards until it fits snugly again. You may need to repeat this adjustment if the clasp loosens with repeated wear. If you're still having trouble, feel free to contact us at prilla.com.au@gmail.com or visit our store for help.
We recommend keeping your jewellery dry to maintain its lustre and avoid damage. To ensure the longevity of your pieces, please avoid wearing them while swimming or showering.
If you need to modify your order, such as cancelling or changing the shipping address, please get in touch with us within 24 hours of placing your order. Since we work hard to dispatch orders quickly, we may not always be able to accommodate changes after this time.
We accept major credit cards such as Visa, Mastercard, AMEX, and JCB. We also offer the convenience of PayPal and deferred payment options like Afterpay and Klarna for Australian customers. All transactions are processed in Australian Dollars (AUD), and international charges may apply.
AFTERPAY
Afterpay is available for domestic orders within Australia. Please refer to our Afterpay guide for more details.
KLARNA
Klarna is offered for online purchases at prilla.com.au. For additional information, check out our Klarna guide.
Yes, we do! Our gift cards are available for purchase online and can be redeemed using the unique voucher code provided. Gift cards are valid for three years from the date of purchase.
Please note that gift cards are non-refundable and non-transferable, and they should be treated like cash. We cannot replace lost or stolen gift cards or codes. If you’re gifting a card, you can forward the email containing the voucher code to the recipient.
At Prilla, we strive to provide outstanding customer service throughout your ordering experience. There are two convenient ways to place your order:
Online
Ordering online is quick and easy! Simply choose your desired piece of jewellery, customize any specifications, and head to the checkout. If you have any questions or need assistance while placing your order, our customer care team is just a click away.
By Phone
Prefer to order over the phone? Our friendly sales team is ready to assist you! They will guide you through each step of the ordering process, handle your payment, and address any questions you may have along the way.
Need Help?
If you require any assistance with your order, please don’t hesitate to reach out to our customer care team at 0411 535 325.