Frequently Asked Questions

Customer Care

How can I get in contact?

Our office operates Monday to Thursday from 9:00am to 4:00pm AEST (excluding public holidays).
You can call our customer care team during these hours on 0000 000 000 – we are not able to offer assistance via text messages.

Our email address is hello@oceanrosejewels.com. Please be sure to give as much information as possible to ensure the fastest response time.

You can also reach out to us in direct messages via Instagram and Facebook.

What methods of payment do you accept?

We accept Visa, Mastercard, and PayPal

Can I cancel my order?

Once an order has been placed it can be hard for us to action a cancel request before our warehouse team processes your order.

You are welcome to reach out to us and request the cancellation of your order, however please understand that our warehouse team will often be processing orders before our customer care team can get to your email so we cannot guarantee that your request can be actioned.

How do I use a promo code / credit note?

Please enter your promo code or credit note code in the discounts box at the checkout.

I've received the wrong item.

Whilst it's rare that our team sends out the incorrect product, human errors do sometimes occur and we are truly sorry for any inconvenience.

Please send our customer care team an email with a photo of the incorrect item you were sent and your order number so that we can have this corrected for you.

Our email address is hello@oceanrosejewels.com and our office operates Monday to Friday from 9:00am to 4:00pm AEST (excluding public holidays).

I'm having technical issues with the website/checkout.

We recommend first clearing your cache, refreshing your browser, and starting again. If this doesn't help, try a different browser or device. If your problem still persists please take a screenshot of the error message and email our team so that we can have our IT experts offer their advice. Our email address is hello@oceanrosejewels.com.

How do I care for my jewellery?

Much of our jewellery is precious and delicate so we strongly recommend referring to the Jewellery Care Guide on our website for specific care instructions to extend the lifetime of your new piec

Can I visit your warehouse?

We are not currently able to offer visits or a click & collect service as our studio is not open to the public.

However, if you would like assistance with processing a return or you need sizing advice, our friendly customer care team can be reached Monday – Thursday, 9:00am-4:00pm AEST (excluding public holidays) via phone, email and social media.

Do you have physical stores?

Unfortunately, we do not have any physical stores as we solely trade online.

However, should you like to get some styling advice please feel free to call our customer care team on 0000 000 000 Monday - Thursday 9:00am-4:00pm AEST (excluding public holidays).

Alternatively send us an email at hello@oceanrosejewels.com.

Pricing

In the event that an item is incorrectly priced due to human error on our behalf, we will endeavour to rectify this as quickly as possible in any online advertising.

Unfortunately, if an item is priced incorrectly we are not able to provide the item at that price for any unshipped order. We will refund the customer as soon as we are made aware of the problem

Product Information

Will the item I want be restocked?

As our pieces are handmade, we are not always able to restock items. Please do keep in mind that our jewellery is made from natural gemstones, therefore no stone will be identical. Each individual piece will be unique. If there is an item you are after please our Customer Care Team at hello@oceanrosejewels.com.

The colour of the item is different to the colour on the website?

Whilst our team has gone to great lengths to display the colours of our pieces as close as possible, every screen will display colours differently so the actual shade of the product may vary from your screen.

Please note, a dislike of colour does not qualify you for a refund, however you are welcome to return full price stock for a credit note.

Are your gemstones real?

All of the stones we use in our pieces are real and natural gemstones unless stated otherwise in the product description box. When a stone has had some form of enhancement this will always be listed in the product information on the individual product pages.

Do your earrings come in pairs?

Yes, all of our earrings come in pairs. We do not offer singular earrings.

Is your jewellery hypoallergenic?

The metal makeup of all our jewellery will be listed in the individual listings.

We currently offer sterling silver, gold plated sterling silver, gold plated bass and solid 9ct gold.

Returns, Shipping & Warranties

What is your returns policy?

It's important to all of us here at Ocean Rose that you really love your purchase! 

If you buy a product that you are unhappy with then we are able to offer you the following (as long as your purchase is returned to us in the the same condition 'as sold' within 21 days of you receiving your purchase):

  • Full priced items not including earrings: A credit note for the full value of your purchase or a refund minus a $5 processing fee.
  • Sale items: We do not accept returns on sale items unless required by ACL.
  • Earrings: Please note all full priced earrings will incur a $10 hygiene processing fee.
  • Please note we do not offer exchanges.


Credit notes are issued to the value paid, including if your item was purchased during a promotional sale or using a discount code.

We do not offer returns for change of mind on FINAL SALE items. 

This policy is in accordance with Australian consumer law.

When will my order be dispatched/sent?

Orders are processed and shipped within 72 business hours of payment (if your order is placed Monday - Thursday between 9:30am-4.00pm AEST). During peak periods, order processing times may be extended due to higher volumes of orders received. 

Please note orders are not processed on weekends or public holidays.

How long until I receive my order?

All Australian orders are sent with Australia Post.

Standard Post parcels within Australia will generally take 4-12 business days from dispatch to arrive.

Australian orders sent via Express Post will take 24-72 hours to process. Orders will then normally arrive within 1-2 business days from dispatch to metro areas, but can take up to 4 business days.

We are not responsible for stolen packages or packages delayed in transit.

If you opt to have your parcel left in a safe place rather than signature on delivery we will not be able to refund or replace any items that are stolen.

How much does shipping cost?

Standard shipping is free for all orders within Australia over $150.00, however orders under $150.00 will attract a flat rate fee of $10.00 for standard shipping.

We do offer express shipping for $12 which is also sent through Australia Post and will normally arrive within 1-2 business days from dispatch for metro areas. We allow 24-72 hours for processing.

Please note that Express Post can take up to 5 working day

Do you ship internationally?

Yes, we ship worldwide! However, due to limited airfreight capacity, some countries may not be eligible for International Delivery. Please check in with our customer care team before placing your order if you are unsure.

What are customs fees?

All prices on Ocean Rose are in Australian dollars.

For international customers, the prices quoted do not include your local sales taxes or import duties, which may be charged to your purchase upon entry to your country.

Please contact your local customs office for further information.

I've lost my return form

Please email our customer care team for a new form at hello@oceanrosejewels.com.

I ordered during a promotion and I want an exchange.

Unfortunately we do not offer exchanges on purcahses ordered during a promotion. All eligible items are issued with online credit notes so please refer to the terms & conditions of the specific promotion.

This can be found in our customer care menu.

We can’t backdate promotional offers if a promotion has expired, however you will be able to use your credit note during new promotions and sales.

Please note, if you are issued with a credit note it will be for the value you have paid for your item/s.

What if my item is faulty?

Whilst we inspect each item that we send out to our customers to maintain a high level of quality in our products, should you receive an item with a fault, we will happily replace or repair the piece.

Please note, in instances where we are unable to provide a repair or replacement you will always be refunded by the original method of payment used.

If your purchase from our online store was made with a credit note or gift voucher then you will be refunded a credit note or gift voucher.

My return has been processed for the incorrect amount?

All returns are processed for credit to the total amount paid for the item/s after any discount codes or promotions were applied to the order.

We do not offer credit or refunds on shipping so this won't be included in your total value. 

Still not adding up?

Send us an email with your order number so that we can look into this further for you hello@oceanrosejewels.com.

How long will it take to process my return?

Please allow up to 7 business days from delivery of the return for us to complete its processing.

Your credit note will be emailed to you in the form of a gift voucher once we have processed your return.

What are Final Sale items?

Final Sale items are pieces that have been reduced to clear.

These items will have a discounted price and their listings will contain a 'Final Sale' note regarding the terms & conditions of sale.

We are not able to offer exchange, credit or return for change of mind, dislike or incorrect size choice on these items so please be sure to thoroughly read their listing information.

Final Sale does not refer to full price items which have been purchased during a promotional sale or with a discount code applied.

Condition of returned goods:

Item must be returned within 21 days (28 days for international orders)
- Any items returned after 21 days (28 days on international orders) will not be accepted and will be returned to you at your own cost.
- If an item was purchased using a discount code you will only be refunded the amount paid for the garment.
- We do not offer exchanges.
- The item must be returned in brand new condition (unless deemed to be faulty)

Please note that all fault claims are assessed on a case by case basis and at the discretion of Mombasa Rose Boutique.

How can I track my order?

Once your order has been shipped you will receive a confirmation email with an Australia Post tracking number. Please allow up to 48 hours for tracking records to be updated.

Does your jewellery come with a warranty?

All of our jewellery comes with a 6 month warranty. As our products are made by hand and will need to be treated with care to prevent them having a shorter lifespan.

All faulty items will be assessed on a case by case basis and if the items is deemed to have a manufacturer's fault, we will aim to repair or replace the item in a timely manner. A refund will be granted if it is not possible to repair or replace the item.

Return postage of items with manufacturing faults will be covered by us.

Get in touch

Have questions about your order, or a general enquiry?