FAQ

Secrets by Amaar – A New Chapter

Secrets by Amaar marks the next chapter of a brand that has been part of Australian jewellery for over 25 years. With new ownership comes a fresh start, and a clear approach to supporting our customers as we move forward.

To make things simple, how we assist you depends on when your order was placed.

How this policy applies to your order

Orders placed before 30 January 2026

If your order was placed before 30 January 2026, you may need support during this transition. These enquiries are reviewed individually, in line with Australian Consumer Law where applicable.

To ensure your enquiry reaches the right team, please contact:
onlineassist@secrets-shhh.com

When emailing, include:

  • Your order number

  • Where you purchased (online or in store)

  • A brief description of what you need help with

Our team will review your request and guide you through the available options.

Orders placed on or after 30 January 2026

If your order was placed on or after 30 January 2026, it falls under the Secrets by Amaar policies outlined below. These apply to all new purchases and services going forward.

Frequently Asked Questions

Are custom orders refundable?

No. Custom order pieces are made specifically for you and are not eligible for change of mind refunds or exchanges.

Once a custom order has entered production, it cannot be cancelled.

If a custom order has a manufacturing fault, it will be assessed and repaired or replaced in line with Australian Consumer Law.

Do you offer refunds for change of mind?

No. We do not offer refunds for change of mind on any purchases.

This includes:

  • Online purchases

  • In-store purchases

  • Custom order items

  • Earrings and hygiene-sensitive items

  • Clearance or final sale items

This does not affect your rights under Australian Consumer Law.

What happens if my jewellery is faulty?

If your jewellery is faulty, unsafe, or not as described, you are entitled to a remedy under Australian Consumer Law.

Depending on the issue, this may include:

  • A repair

  • A replacement

  • A refund, where a repair or replacement is not suitable

Each case is assessed individually.

Do you offer repairs for manufacturing faults?

Yes, where a manufacturing fault is confirmed.

Items delivered between January 2025 and January 2026 will be assessed for manufacturing fault. If confirmed, we will repair or replace the item at no cost.

What if my item was delivered before January 2025?

Items delivered before January 2025 are assessed as chargeable repairs.

What about items delivered after 30 January 2026?

Items delivered after 30 January 2026 are assessed under Australian Consumer Law.

Do you repair heavily worn or damaged jewellery?

We may decline repairs for jewellery that is heavily worn or damaged.

If my jewellery can’t be repaired, what are my options?

If our workshop determines that your jewellery cannot be repaired safely due to wear or damage, we may offer a recycling option.

The recycling option provides:

  • 30% off one new jewellery purchase

  • The offer can be used on any collection

  • The original piece must be surrendered as part of the recycling process

The recycling offer:

  • Applies only to the assessed item

  • Cannot be combined with other offers or promotions

  • Cannot be exchanged for cash, refunds, or store credit

Why this option exists:
This option allows us to thoughtfully handle pieces that can no longer be restored, while offering customers a considered path toward a new piece crafted to be enjoyed for years to come.

Do repairs come with a warranty?

Yes. Repairs completed by Secrets by Amaar include a six-month repair warranty from the date the repair is completed.

Can my ring be resized?

Resizing is available within approved sizing guidelines.

Items outside these guidelines may require a paid remake or may not be eligible for resizing.

Is rhodium plating included?

Rhodium plating is considered routine maintenance and is chargeable unless covered by a Jewellery Care Plan.

What is a Jewellery Care Plan?

A Jewellery Care Plan provides coverage for specific maintenance and repair services for a particular jewellery item.

  • It is not an extended warranty

  • It is linked to a specific product and cannot be transferred

  • It does not replace your rights under Australian Consumer Law

Jewellery Care Plans offer additional service coverage beyond standard consumer guarantees, subject to the plan terms.

Are existing Jewellery Care Plans still valid?

Yes. Jewellery Care Plans with remaining value will continue to be honoured until the value is used.

Coverage is subject to the plan terms and remaining balance.

Can Jewellery Care Plans be refunded or transferred?

No. Jewellery Care Plans cannot be transferred between items and cannot be exchanged for refunds or cash.

How are refunds processed?

Where a refund is required under Australian Consumer Law:

  • Refunds are processed to the original payment method

  • Card payments are refunded to the original card

  • Buy Now Pay Later refunds are processed through the provider

  • Gift cards and store credit are non-cash and handled in line with the original payment method

How do I get help?

If you need help with an order, repair, or believe your jewellery may be faulty, please contact the appropriate team based on when your order was placed. Please contact our Customer Care team via the details on our website.

Include your order number, clear photos if relevant, and a brief description of your enquiry. Our team will guide you through the next steps.