FAQ

Helpful information to make your experience with CIELA HEIR as effortless as possible.

Order

How long does shipping take?

Orders are dispatched within 1–3 business days. Once your order has been shipped, delivery within Australia typically takes 2–6 business days.

Do you ship internationally?

At the moment, we ship within Australia only.

We're working towards offering international shipping in the future.

How can I contact CIELA HEIR?

If you have any questions, we're here to help. Contact us at hello@cielaheir.com, and we'll get back to you within 1–2 business days.

Products

What materials are your jewellery made from?

Our jewellery is crafted from 925 Sterling Silver and finished in 18K Gold Vermeil or Rhodium, depending on the style. Selected pieces are set with Premium Moissanite

Is your jewellery suitable for sensitive skin?

Yes. All CIELA HEIR jewellery is nickel, lead and cadmium free.

Can I wear my jewellery in water?

Our jewellery is crafted with high-quality materials designed for everyday wear. However, to help preserve its finish and extend its lifespan, we recommend removing it before swimming, showering or exercising.

Returns & Exchanges

Can I return or exchange my order?

We do not accept returns or exchanges for:

  • Change of mind
  • Incorrect size selection

If you receive an incorrect item or a product with a manufacturing defect, please contact us within 14 days of delivery at hello@cielaheir.com.

Eligible claims will be assessed and resolved with a repair, replacement or refund where appropriate.

What does the warranty cover?

Our 6-month warranty covers

manufacturing defects, including:

  • Faulty or broken clasps
  • Loose or missing stones caused by a setting defect
  • Broken chains, links or earring posts caused by a manufacturing fault
  • Structural defects present under normal wear

The warranty does not cover:

  • General wear and tear
  • Scratches
  • Tarnishing
  • Fading of the finish over time
  • Accidental damage
  • Damage caused by misuse

Care

Can I clean my jewellery at home?

Yes. Simply wipe your jewellery with a soft, lint-free cloth to help maintain its shine. Avoid harsh chemicals and abrasive materials.