We are here to help

Here are some of our most frequently asked questions. If there is something else you need and cannot find it on this page, please contact us directly at love@palas.com.au as we would love to hear from you.


Order Information


Orders within Australia will be sent via Startrack and if no one is available to receive it your order will be left safely at your doorstep, placed inside your letterbox or it will be taken to your nearest post office. Please note we cannot send orders to PO Boxes and public holidays can delay deliveries.

All deliveries are trackable and you will be sent tracking details once the order has been sent. If you would like help in tracking your order please contact us > tracking@palas.com.au

How can I pay?

We accept PayPal and credit card payments (Visa/Mastercard). Your card details are not disclosed or held in our database at any time. We use the most current Internet security to keep your information secure.

You can also use Afterpay as your payment method. This will allow you to pay for your Palas purchases over four simple instalments.

For more information on our security please read our Terms and Conditions page.

Order confirmation

Orders placed any weekday before 3pm (ACST) will be packed and sent that same day (ACST).

Once your order has been submitted, you will be sent an automated email confirming your order details. We will then send you another email to let you know that we have received your order and our fabulous despatch team are working on it. When we have despatched your parcel, you will be sent your tracking number and details on how to keep an eye on its progress!

I've ordered incorrectly, what steps can I take to rectify my order?

If you have accidentally ordered any incorrect items, please contact love@palas.com.au or call 08 8232 7244 between 8am - 5pm Monday to Friday to talk to one of our team members. We will arrange a refund for the incorrect products ordered so you can proceed with a new order for the correct items. Please note this will need to be arranged prior to order dispatch as once your order has left our warehouse we cannot make any changes.

What do I do if I receive a faulty item in my order?

Please contact Palas as soon as you have received your order and let us know your order number and the item you feel has a manufacturing fault, please also include a photo of the piece so we can assess it properly. If the piece has been delivered to you and has been worn but you feel it has a fault please return the item to Palas.

Will you refund the shipping charges on my parcel?

If you return an item that we agree has a manufacturing fault we can refund the shipping charge for you. We do not refund any return shipping charges for change of mind or if an item has been mishandled.

Product and Stock

Jewellery care

Palas jewellery should be handled with love and care at all times. Here are a few tips to help to maintain the quality and lustre of your Palas pieces.

Tarnishing >

All sterling silver, bronze, brass will tarnish over time but it will happen much faster when it comes into contact with perfume, salty air, skin creams, hairspray, chlorine, sea water, perspiration and acidic skin. Hot and humid conditions can also cause metals to tarnish.

Natural pearls and gemstones >

Pearls and gemstones should not be submerged in water, chlorine, or exposed to perfumes, chemicals, cosmetics and creams as they will damage the pearl or gemstone's surface and natural shine.

Leather bracelets and necklaces >

Leather and water are not great friends! We suggest removing your leather bracelets and lariats before showering and swimming. Water causes leather to rot and weaken and can therefore lead to breakages and discolouration.

How to clean and care for your Palas >

Step 1 > Buy a polishing cloth

Step 2 > Polish your Palas jewellery

Step 3 > Protect your items from moisture, heat, perfume and creams etc.

Step 4 > Store in Palas jewellery pouches

Polishing cloth >

Clean your Palas jewellery with our very effective polishing cloths, which have a solution in the fabric that works it's magic on any tarnished pieces. We suggest that you polish your charms every 2 – 3 months as well as adhering to the care tips above. Please avoid the use of silver dip liquid or paste as they contain harsh chemicals that will damage the metals as well as the protective lacquer our charms are coated in. Gold plated chains should never be polished as this will remove the plating.

Ethical production and conscious pricing

Handcrafted with love

The Palas Collection is designed in Australia and mainly handcrafted in Indonesia with some production in China and Italy. We chose to manufacture in Indonesia over 20 years ago as they have the traditional silversmith skills throughout the islands of Java and Bali that we can utilize to ethically produce our beautiful jewellery. We have made a conscious decision to not discount our collection with site wide sales as we price our jewellery fairly to accurately reflect the level of craftsmanship and quality that goes into every piece. We want you to buy with confidence knowing the price you pay today will be the price everyone else will pay tomorrow, next month or next year.

Gift Wrapping

Gift wrap boxes > $3 each (view here)

Our 100% recycled branded gift boxes are the perfect way to showcase your heartfelt Palas gift. Your jewellery gift will be placed in a Palas cotton jewellery pouch. We will hand write your personal message on the gift card and attach it to the gift box with a beautiful natural cotton ribbon.


All purchases are carefully placed in our custom made Palas branded natural cotton drawstring jewellery pouches. These are perfect to gift and also protect and store your jewellery in. Please note: Sale items will come with limited pouches.

How can I purchase a gift card?

Send your special someone an online gift card so that they can treat themselves to something beautiful from the Palas collection. Perfect for any occasion, an email with the gift card code will be sent directly to the lucky recipient, along with a personal message from you.

Valid for three years from the date of purchase.

Can you tell me more about your 365 day warranty?

All Palas jewellery is carefully handmade from the highest quality materials and we are proud to offer a 365 day warranty against any manufacturing faults with a repair or replacement offered free of charge. This warranty does not cover misuse, wear and tear or any mishandling that is not aligned with our care instructions.

Returns and Exchanges

What is your return policy?

For all details please visit our returns and exchanges page here.

If for any reason you are not completely happy with your purchase we are happy to offer you a refund. We recommend placing a new order within 14 days of the original order date for the item you would like to purchase and returning the existing jewellery for a full refund within 14 days to our returns department using our online return portal. 

All you need to do is lodge the return request and take your item (you can re-use the satchel) to Australia Post to scan the code, attach the label and send it to us.
If you do not have the original box or satchel we recommend using a padded mailer to protect your returned item/s otherwise they may become damaged in transit and that is not the responsibility of Palas. A full refund will be provided back to your original form of payment, please ensure all original tags are attached and it is in original saleable condition.

Sorry – no refunds or exchanges on sale stock. Final prices as marked and not valid in conjunction with any other offer or promo codes unless otherwise stated.

Please note > for hygiene reasons we do not accept returns or exchanges on earrings or face masks.

How do I exchange and item in my order?

For all detail please visit our returns and exchanges page here.

We do not accept exchanges through our online store. To avoid disappointment, we recommend placing a new order within 14 days of the original order date for the item you would like to purchase and returning the existing jewellery for a full refund within 14 days via our online returns portal. A full refund will be provided back to your original form of payment providing all original tags are attached and it is in original saleable condition.

When can I expect my refund?

Only Palas Jewellery purchased from our online store (palasjewellery.com) can be returned for a refund and excludes the delivery fee. The refund will be applied to the original method of payment > Visa, Mastercard Paypal or Afterpay. A confirmation will be emailed to you when this is processed.

Terms of use

© Palas Emporio Pty Ltd. Your privacy is important to us. We will not disclose or sell your information to any third party unless clearly specified and acknowledged by the subscriber. Click here to read more.


Palas Jewellery is stocked in 100's of beautiful lifestyle, fashion and jewellery stores throughout Australia and New Zealand. Click here to find your nearest store and support local.


Please feel free to email us directly love@palas.com.au. We will typically reply within 2-3 hours during business hours or you are welcome to call 08 8232 7244 between 9 - 5pm ACST Monday to Friday and we'll be more than happy to help! :)