Frequently Asked Questions

Please find below some of our most Frequently Asked Questions (FAQs). If your question isn't answered in the sections below, or if you would like to speak to our team please contact us via or +61 8 8941 1755.

Credit and Debit Card
We accept Visa, Mastercard and American Express.

Pay securely for purchases without having to input credit card details. You will be temporarily directed to PayPal to sign in, then redirected back to the Embella website to confirm your order.

Shop Pay
Save your email address, credit card details, shipping and billing addresses for a fast checkout. You'll receive a SMS code to complete your order.

Google Pay
Google's secure payment gateway saves your details for fast checkout.

Apple Pay
Pay using your Apple ID when using your Apple device.

An interest free payment plan option allowing you to buy now, wear now, pay later. Only available online in Australia.

During checkout, you can add your gift card or discount code to your order. You can find it by clicking 'Show Order Summary' on mobile devices or by viewing the right-hand side of the checkout on desktop devices. 

Only one discount code can be used per order.

Our poly wax cotton cords are designed to be tied with a single knot to hold the adjustable bead in place.

HillTribe Silver is traditionally handcrafted using 99.5% pure silver. The charms and beads used in our designs are intricately handmade utilising ancient techniques.

Although the finished beads are not as bright as Sterling Silver, the quality of the silver used to make HillTribe Silver holds its shine and lustre longer and is generally more resistant to tarnish. 

Embella Jewellery provides a 3-month manufacturing warranty on jewellery items.

The 'warranty term’ of three months is the maximum length of time that we would expect significant faults to arise within to be determined as a manufacturing fault.

Proof of purchase is essential for all warranty claims. We now encourage customers to choose a digital receipt when purchasing in our Boutiques for warranty purposes.

Our warranty does not cover factors that may contribute to and result in damage to our delicate, handcrafted products. This includes, but is not limited to, wear and tear, accidental damage, lost items, improper storage, care or cleaning, heat exposure, or moisture exposure.

Read more about Warranty Claims and Repairs.


Shipping rates are calculated based on the origin of the products being shipped to you. We now ship from both boutiques, this may result in combined shipping costs when items in your order are coming from two locations. Standard shipping starts at AU$12 for Australian orders and AU$35 for International orders.

We offer Free Shipping options to both Australian (orders over AU$150) and International orders (orders over AU$300).

Embella ships all over the world! There are some areas that have restrictions on shipping jewellery, so unfortunately we cannot send jewellery products to Russia or Hungary. Shipping fees vary.

We aim to dispatch all orders within 2-3 business days.

Once your order has been placed, a confirmation email will be sent to your nominated email address. If you do not receive a confirmation email, please check your spam folder, or contact us.

Shipments are sent during standard business hours Monday to Friday, purchases made on weekends and public holidays will be processed the next business day.

Once your order is dispatched you will receive a shipping confirmation and tracking details via email. 

On rare occasions, such as particularly busy retail periods, processing times may be delayed due to the large volume of orders received.

We are located in the tropical town of Darwin, Australia. Our remote location means our delivery service is a little slower than city-to-city shipping.

Australian Orders
Once your order is processed, we will ship it to you using AusPost Express, which typically takes 2-4 business days.

International Orders
Once your order is processed, we will ship it to you using DHL, which typically takes 3-6 business days. All international orders require a phone number and signature for delivery and cannot be delivered to a PO Box.

Our 'Pickup' option is only available at our local boutiques in Darwin and Yamba, where items are in stock. During checkout, if you find pick up is not available at your preferred boutique, you can contact us to request these items be transferred between our boutiques.

Pick up orders are usually ready for collection within 1-3 business days after you place your order. We will contact you when your order is ready for collection.

Customers may be subject to pay any taxes, duties, handling fees and customs clearance charges required from your country for importing goods. We cannot give you an estimate of this cost as it varies for each country. We urge you to contact your local customs office for further information regarding costs and how to get your items cleared through customs. 

Embella is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it. If you decide not to accept the shipment or fail to pay the duties/taxes your order will be returned to us by the most economical route. This can take a long time which will delay the return process. Additional shipping charges apply if you would like your order resent.

Every Embella order comes beautifully wrapped in our branded packaging. However, if you would like your items individually gift wrapped with a small message for the gift recipient, please check the Gift Box option on the product page to add a $5 gift box to your order. Gift Boxes are purchased per item, not per order.


We want you to be satisfied with your Embella products. To begin your return, please fill out the Return Request form here.
We may request proof of purchase in order to process a return. We encourage all customers to create a customer account with us to use in store and online, which provides a digital record of your purchases, and saves paper!

If you change your mind, we offer store credit or exchange on any full-priced item subject to the following conditions: 

- Item(s) must be returned within 14 days of dispatch. We suggest all items are tried on as soon as they are received to ensure you are able to return items within this timeframe.
- Item(s) must be returned in original condition, unworn, unaltered, unwashed and with their tags attached.
- Due to health & hygiene requirements we cannot accept the return of Swimwear, Earrings and Toe Rings.
- Sale, clearance and sample items cannot be returned if you change your mind, due to the limited nature of these items.

Please choose your items carefully as we do not offer refunds.

Embella Jewellery defines an 'exchange' as a change of mind, where you would like to swap your item for a different size or colour. Exchanges are included in the above conditions and are subject to availability.

Under the Australian Consumer Law, merchants do not have to accept a return if they simply change their minds. 

Unfortunately we cannot guarantee that we can make any changes or cancel your order once it has been placed. We recommend contacting us on +61 8 8941 175 or via immediately if you wish to cancel or change your order. 

We reserve the right to cancel an order up until it is dispatched from our warehouse and a tracking confirmation email is sent.

Please email us and we can resolve this for you as soon as possible.

Our obligations, under the Australian Consumer Law, include replacing the item (subject to stock availability), repairing the item, or providing a refund upon receipt of the item returning to our warehouse. 

Return shipping of faulty or items received in error may be reimbursed by Embella Jewellery upon proof of receipt of postage.

We offer a 3-month manufacturing warranty (excluding fair wear and tear) on all Embella Jewellery from the date of purchase. For more information, visit our Warranty page.

Your item is deemed faulty if;
- The item has an unadvertised defect
- The item is unsafe
- The item is not suitably durable or,
- The item is unacceptable in appearance or finish

An item is not faulty if;
- Any defects are displayed or communicated to you prior to purchase
- You examined the item before purchasing and didn’t find defects you should have noticed
- You have used the item in an ‘abnormal’ way
- You have used the item for a long time

If your order is missing and the tracking information states that it has been delivered, please email us so we can help you. The companies we ship with have their own investigation processes and we work closely with them to locate, replace or refund your order. 

Please note, if your shipment is deemed lost, Embella will be reimbursed you, minus any logistics charges incurred due to customer error.

Proof of purchase is required for all returns (including faulty goods). If you do not have a customer account and/or lose your gift receipt or cash register receipt, you may be able to confirm your purchase using your credit card statement. We encourage all customers to opt for a digital receipt which is emailed to you and better for the environment.

Once we have confirmed your return through our standard return process, we are legally obligated to process the refund through the same form of payment as the original payment on the order.

Where Afterpay is the form of payment, there will be a 5% fee deducted from your refund balance. We will send the refund via Afterpay which may take up to 10 business days to reach your account.

For more information on Afterpay Refunds, click here or visit

How you are refunded depends on your original payment method and whether you received the items as a gift.
Upon receipt of the items, you will receive a refund for the purchase price (excluding original shipping costs) directly to the original method of payment used for purchase.

Gift Receipts
Where your items were gifted to you or the items fall outside of the conditions of a 'Change of Mind' return, you may be offered store credit.

Gift Cards + Vouchers
If you paid with a gift card, you will be refunded the amount via gift card with a unique code.

Where Afterpay is the form of payment, there will be a 5% fee deducted from your refund balance. We will send the refund via Afterpay which may take up to 10 business days to reach your account.

International Refunds
If you paid import duties or taxes on an item that you have returned and would like a credit invoice to send to your customs office, please contact us.

Processing Time
We aim to process refunds quickly, but please allow up to 7 business days for returns to be processed.

Change of Mind Returns

You will be responsible for shipping and handling charges to return any unwanted items.
We recommend shipping via a traceable method and to retain proof of postage until you have received confirmation that your return has been processed. Lost shipments will not be refunded.

International Returns

In case of a parcel being rejected at customs due to a change of mind, we reserve the right to withhold all duties and taxes incurred from your refund once it has been returned to us. These are treated as 'return to sender' shipments which are considered a low priority by our courier and can take up to three (3) months to return to our warehouse.

Please note: Subject to our obligations under the Australian Consumer Law or similar legislation, international returns cannot be accepted where the value of the items being returned in one shipment is over $1000. Please ship the items separately if over the value of $1000 to avoid deductions from your final refund amount.

Gift Cards
Gift Cards are valid for three (3) years from the date of issue and are not redeemable for cash. Gift Cards are non-refundable.

Gift Wrapping
Gift Wrapping is non-refundable.

Contacting Us

Our customer care team by be reached by phone, email or via our contact us page.

+61 8 8941 1755
Monday - Friday | 9am - 5pm ACST
Saturday | 9am - 3pm ACST


We are passionate about having Embella housed in like-minded boutiques alongside collections of luxe bohemian clothing and homewares.

Please complete our wholesale enquiries form here.

We work with a select group of retailers across Australia and the rest of the world to bring Embella Jewellery close to you. For a list of stockists near you, click here.

Beware of copycat designs. You can only find authentic Embella Jewellery at our boutiques, select markets and registered stockists.

For Media, Press and Collaborations, please contact us by filling out our request form here.