Frequently Asked Questions
Frequently Asked Questions
We've answered some of the questions we're most often asked.
If you can't find what you're looking for, we're always happy to help. Simply contact us at customercare@cvlcha.com.
How long does it take to process my order?
Orders are usually processed within 1–2 business days.
Once your order has been dispatched, you'll receive a confirmation email with your tracking information.
During collection launches or promotional periods, processing times may be slightly longer.
Do you have a physical store?
At this stage, CVLCHA is an online-only brand.
This allows us to focus on creating thoughtfully designed jewellery and delivering it directly to you.
Do you offer gift cards?
Yes.
Digital gift cards are available in a range of values and are delivered by email, making them perfect for any occasion.
Do you ship internationally?
Yes.
We proudly ship both within Australia and internationally using Australia Post and DHL Express, depending on your location.
Shipping costs and delivery timeframes are calculated at checkout.
Can I return my order?
If your purchase isn't quite right, we're happy to offer a store credit in the form of a digital gift card, provided your return meets the conditions outlined in our Returns Policy.
Please contact customercare@cvlcha.com within the required return period to begin the process.
What if my item arrives damaged or faulty?
Every CVLCHA piece is carefully inspected before dispatch.
If you believe your item has a manufacturing fault, please contact us as soon as possible with your order number and photographs of the item.
Manufacturing faults are covered under our warranty.
General wear and tear, accidental damage or improper care are not considered faults.
Do your pieces come with a warranty?
Yes.
All jewellery includes a 6-month warranty covering manufacturing faults and defects in materials from the date of purchase.
The warranty does not cover:
- General wear and tear
- Tarnishing caused by improper care
- Accidental damage
- Misuse
- Lost items
Full details are available on our Warranty page.
My jewellery has tarnished. What should I do?
Tarnishing is a natural process that can occur over time and is influenced by factors such as skin chemistry, perfumes, lotions, moisture and storage conditions.
To help maintain your jewellery, we recommend following the advice in our Jewellery Care Guide.
If you're unsure how to care for your piece, we'd be happy to help.
How do I care for my jewellery?
We recommend removing your jewellery before showering, swimming or exercising, and avoiding direct contact with perfumes, lotions and household cleaning products.
Store each piece separately in its CVLCHA pouch when not being worn.
You can read our complete Jewellery Care Guide for more information.
Can I change or cancel my order?
If your order has not yet been dispatched, we'll do our best to accommodate changes or cancellations.
Please contact us as soon as possible after placing your order.
Once an order has been dispatched, changes may no longer be possible.
Will my jewellery look exactly like the photographs?
We make every effort to accurately represent our jewellery through photography.
Please note that natural materials such as freshwater pearls and gemstones may vary slightly in colour, shape and texture, making every piece beautifully unique.
Can I send jewellery as a gift?
Absolutely.
Every CVLCHA order is thoughtfully packaged, making it perfect for gifting.
If you'd like your order sent directly to the recipient, simply enter their delivery address during checkout.
How can I contact CVLCHA?
For all enquiries, please email us at:
We'll respond as soon as possible during business hours.