FAQ
SHIPPING & DELIVERY
Q: How much does shipping cost? A: We offer free shipping on orders over $100 within New Zealand. Orders under $100 have a flat rate of $7.00 (including rural delivery). Please note we don't ship to P.O boxes (signature required for delivery).
Q: How long does delivery take? A: We dispatch orders within 24 hours (Monday-Friday). Once dispatched, expect delivery within 1-2 working days for most areas, or 2-3 days for rural locations. Deliveries occur Monday-Friday via NZ Post.
Q: Do you provide tracking information? A: Yes! Once your order is picked up by the courier, you'll receive an email with your tracking number so you can follow your parcel's journey.
Q: Are there delays during busy periods? A: During sales and public holidays, expect a 3-5 business day delay in dispatch times. Our team works hard to process orders as quickly as possible during these peak periods.
Q: What if my package is lost or damaged? A: If your package doesn't arrive or arrives damaged, please contact us immediately at customersupport@kairoandalora.com. We'll work with NZ Post to resolve the issue and ensure you receive your order in perfect condition.
SIZING & FIT
Q: How do I find my bracelet size? A: It's simple! Measure your wrist snugly just above the wrist bone with a measuring tape. Add 0.5cm for comfort, then match your measurement to our size chart. For detailed sizing guides for each collection, visit our Kairo or Alora & LCC Sizing Guide pages.
Q: Do your bracelets have adjustable sizing? A: Yes! All Alora and Lucky Charm Collection bracelets come with a 5cm extension chain that can be used for extra room or easily removed if not needed. Kairo bracelets have a fixed length but are designed for comfortable daily wear.
Q: What if I order the wrong size? A: No worries! We offer size exchanges on all orders. Simply contact us and we'll help you get the perfect fit.
Q: What about necklace sizing? A: All necklace lengths are clearly stated in each product description, so you'll know exactly what to expect before ordering.
Q: What if none of your standard sizes fit me? A: We want to be inclusive and ensure everyone can enjoy our jewellery! If none of our available sizes will fit, contact us to arrange a custom made piece.
Quick Sizing Reference:
- Kairo Bracelets: Small (18cm) | Medium (19.5cm) | Large (21cm) | X-Large (22.5cm)
- Alora & LCC Bracelets: 15cm + 5cm extension chain
PRODUCT CARE
Q: How do I clean my jewellery? A: For daily care, simply rinse with warm water and pat dry. For weekly deep cleaning, soak in warm soapy water for 2-3 minutes, gently scrub with a soft brush, rinse thoroughly, and pat dry. For complete care instructions, check our Care Guide
Q: Is your jewellery waterproof/sweatproof? A: Yes! Our pieces are shower-safe, swim-friendly, gym-ready, and comfortable for 24/7 wear. They're designed to handle real life - water and sweat won't damage them.
Q: How should I store my pieces? A: Store pieces separately to prevent scratching, keep in a dry place, and use the pouch or box your jewellery came in. While moisture won't damage them, proper storage helps maintain their appearance.
Q: Will my jewellery tarnish? A: Our stainless steel base won't tarnish. However, our 18K PVD plated gold pieces may naturally fade over time with wear - this depends on your skin chemistry, frequency of wear, and daily activities. With proper care, you can significantly extend the life of the plating.
Quick Care Tips:
- What's safe: Showering, swimming, exercising, sleeping
- What to avoid: Harsh chemicals, abrasive cleaners, ultrasonic cleaners
- Normal wear: Gold plating may gradually fade on high-contact areas like clasps
Having issues with your pieces? Check our detailed Care Guide or contact us for personalised help.
MATERIALS & QUALITY
Q: What materials do you use? A: All our jewellery features a premium stainless steel base with 18K PVD gold plating on our gold pieces. We also use high-grade crystals and stones selected for their clarity and brilliance, and all pearls are real cultured pearls. Learn more about our Materials & Quality
Q: Is your jewellery hypoallergenic? A: Yes! All our pieces are hypoallergenic and gentle on sensitive skin. We use premium stainless steel bases with smooth, polished finishes designed for comfort during daily wear.
Q: Are your pieces nickel-free? A: Absolutely. All our jewellery is nickel-free, lead-free, and cadmium-free, meeting international safety standards to prevent allergic reactions and ensure your safety.
Q: Do you use real gold/silver? A: Our gold pieces feature genuine 18K PVD gold plating - an advanced process that creates a molecular bond with the base metal for superior durability and colour retention. We don't currently use sterling silver, but all pieces have a premium stainless steel foundation.
Key Quality Features:
- 18K PVD plating for exceptional durability and fade resistance
- Stainless steel base on all pieces for strength and hypoallergenic properties
- Rigorous testing for durability, skin safety, and quality assurance
- 1-year quality guarantee - we stand behind every piece we create
Have specific material questions or sensitivities? Contact us - we're here to help you find pieces perfect for your needs.
RETURNS & EXCHANGES
Q: What's your return policy? A: We offer a 30-day return policy from the date you receive your item. Items must be unworn, unused, with tags, and in original packaging. You'll need your receipt or proof of purchase to process the return.
Q: How do I return an item? A: Contact us at customersupport@kairoandalora.com to start your return. We'll send you instructions on how and where to send your package. Please don't send items back without requesting a return first - they won't be accepted.
Q: Do you offer refunds or store credit? A: We offer full refunds for returns that meet our policy requirements. Refunds are processed to your original payment method within 5-7 business days of receiving your returned item.
Q: What condition do items need to be in? A: Items must be in the same condition you received them - unworn, unused, with original tags and packaging. For exchanges, you'll need to cover return postage costs and any price difference between items.
Important Notes:
- Inspect your order upon delivery - contact us immediately if items are defective, damaged, or incorrect
- Non-returnable items: Earrings and custom/personalised items cannot be returned for hygiene and customisation reasons
- Damaged items: We'll evaluate and make it right if you receive defective or damaged products
For complete return details, see our Returns & Exchanges Policy. Questions? Contact us at customersupport@kairoandalora.com
WARRANTY
Q: Do you offer a warranty on your jewellery? A: Yes! We offer a 12-month warranty from purchase date covering manufacturing defects, hardware failures, and quality issues under normal wear conditions. This shows our confidence in the craftsmanship of every piece.
Q: What does the warranty cover? A: Our warranty covers faulty clasps, loose stones, broken chains due to manufacturing flaws, premature plating failure, and any structural defects in the stainless steel base. It doesn't cover normal wear, gradual fading, or damage from misuse.
Q: How do I make a warranty claim? A: Simply email customersupport@kairoandalora.com with your order number, photos of the issue, and a brief description. We'll assess your claim and respond within 2-3 business days with next steps.
Q: What happens if my warranty claim is approved? A: We'll repair, replace, or refund your piece as appropriate - completely free of charge including shipping both ways. Our goal is to make it right and keep you happy with your Kairo & Alora jewellery.
Q: What's the difference between your warranty and return policy? A: Our 30-day return policy covers change of mind or sizing issues. Our 12-month warranty covers manufacturing defects and quality issues that arise during normal wear. Both exist to ensure you're completely happy with your Kairo & Alora jewellery.
Warranty Coverage:
- 12 months from purchase date
- Manufacturing defects and hardware failures covered
- Free repair/replacement if claim approved
- Normal wear and misuse not covered
Read our full Warranty Policy for complete details, or contact us with any warranty questions.
SUSTAINABILITY
Q: What are your environmental practices? A: We're committed to reducing our environmental impact through thoughtful choices. All our jewellery arrives in a reusable satin pouch (no plastic!), shipped in recyclable mailers. Our beautiful gift boxes are only sent when specifically purchased - this helps reduce unnecessary packaging while giving you the choice for special occasions.
Q: What happens to the packaging after delivery? A: Your satin pouch can be reused for storing your jewellery, travel, or other small items. The shipping mailer can go straight into your recycling bin. We believe in creating beautiful unboxing experiences without creating unnecessary waste.
Our Commitment:
- Plastic-free jewellery packaging
- Recyclable shipping materials
- Reusable satin storage pouches
- Optional gift boxes to reduce waste
Small choices make a big difference. We're proud to deliver beautiful jewellery while caring for our planet.
PAYMENT & SECURITY
Q: What payment methods do you accept? A: We accept all major credit and debit cards, plus Afterpay for flexible payment options. All transactions are processed securely through our trusted payment partners.
Q: Is my payment information secure? A: Absolutely. We use industry-standard encryption and secure payment processing to protect your personal and financial information. Your payment details are never stored on our servers and are processed through trusted, PCI-compliant payment gateways.
Q: Do you offer payment plans? A: Yes! We offer Afterpay, which lets you buy now and pay later in 4 interest-free instalments. Simply select Afterpay at checkout and complete your purchase - it's that easy.
Payment Options:
- Credit & Debit Cards - Visa, Mastercard, American Express
- Afterpay - Buy now, pay in 4 interest-free instalments
- Secure Processing - All transactions protected with industry-standard encryption
Your security is our priority. If you have any concerns about payment processing or need help with checkout, contact us at customersupport@kairoandalora.com
GIFTS & PERSONALISATION
Q: Do you offer gift wrapping? A: We have beautiful gift boxes perfect for special occasions, available for $5. These elegant boxes make your Kairo & Alora pieces ready to gift straight away.
Q: Can I include a gift message? A: Yes! We're happy to include a personalised message with your gift. Simply add your message in the notes section at checkout or contact us at customersupport@kairoandalora.com with your gift message details.
Q: Do you have gift vouchers? A: Yes! Contact us at customersupport@kairoandalora.com and we'll create a custom gift voucher code for you. Just let us know the amount and we'll email you the details to share with your special someone.
Gift Options:
- Gift Boxes - Beautiful presentation boxes for $5
- Personal Messages - Add a heartfelt note to any order
- Gift Vouchers - Contact us to arrange voucher options
Making someone's day special? Let us know how we can help make your gift perfect. We love being part of those meaningful moments.
GENERAL
Q: How do I contact customer service? A: We're here to help! Contact us at customersupport@kairoandalora.com for any questions about orders, products, returns, or general enquiries. We aim to respond to all emails promptly and will work with you to resolve any concerns.
Q: Do you have a physical store? A: Not yet! For now, you can shop online or find us at local Christchurch markets. Follow us on Instagram (@kairoandalora) to stay updated on market locations and any future store plans.
We love hearing from our customers! Whether you have questions, feedback, or just want to chat about our collections, don't hesitate to reach out.