Product Care

Kailis Jewellery is most radiant when worn. If cared for correctly, your jewellery will remain as beautiful as the day it was purchased, to be treasured by many generations.


To clean your pearl and mother of pearl items, simply wipe them with a soft cloth. Refrain from submerging or exposing jewellery to water, detergents, alcohol or other cleaning solutions. Your jewellery will respond naturally to a gentle, chemical-free clean.

Do not let your piece come into contact with chemicals such as hairspray, cosmetics, sunscreen, lotion, perfume or hand sanitiser as they can cause damage.

A delicate touch is required to look after your treasured pieces. It is advisable not to swim, shower, sleep or play sport whilst wearing fine jewellery.

Your jewellery is best kept in an area that is protected and away from other items that may rub and cause damage, such as in its Kailis Jewellery pouch.

Pearl and diamond settings should be professionally assessed by Kailis Jewellery annually to check for any loose fittings. Please note this service may incur a fee.

To keep your jewellery in excellent condition we offer our customers a cleaning service. To arrange for your jewellery to be cleaned, please contact a Kailis Jewellery boutique or the Kailis Customer Care team.


Each Kailis strand is hand strung using natural silk thread. There is a knot between each pearl to maintain the shape and feel of the strand. Over time, silk thread may start to fray and show signs of wear. Please take your strand to your nearest Kailis Jewellery boutique or send it to our national service centre to have your strand restrung. Loosening of the thread constitutes natural wear and tear and therefore restringing is not covered by our warranty and this service incurs a fee.


Care must be taken when wearing fine jewellery, and this includes Kailis’ sterling silver pieces. Do not swim, shower, sleep or play sports whilst wearing your silver jewellery, as this can cause unintentional damage and scratches. Please avoid attempting to use commercial jewellery cleaners, ultrasonics, or household cleaning chemicals at home. Only clean your jewellery using the methods outlined below.

Frequent care should be taken to prevent build-up of dirt, tarnish, and smudges on sterling silver. Tarnishing is natural and is caused by a chemical reaction when your silver piece comes into contact with air, skin, oils, and everyday chemicals. Tarnish can leave your jewellery looking dull and discoloured, however with the right care and attention, you can ensure that your Kailis silver pieces continue to shine.

Home Care

We recommend regular at-home care using your Kailis silver polishing cloth. After each wear, lightly polish across the piece, being careful to avoid the pearl. This will remove light tarnish, smudges, and dirt. Should your piece have a build-up of tarnish, you will need to take it to a Kailis boutique for a clean.

Brushed Finish and Oxidised Silver Pieces

Silver jewellery featuring a brushed finish (e.g. Marine Reflection bangle, the Verity suite) or oxidised silver (e.g. Tidal Emboss and Deboss rings) should not be cleaned with a silver polishing cloth, as this may cause a high-polished finish. Brushed silver is delicate and should only be professionally cleaned by Kailis.

If you are unsure if your Kailis silver piece can be dry polished with a silver cloth, please contact our Customer Care team and they will be happy to help with any queries.

Standard Clean

If your piece has a build-up of tarnish or dirt, we recommend a standard clean by our in-store team. You can bring it in to your closest Kailis boutique and you will receive a complimentary in-store clean. If you are unable to visit a Kailis boutique, please contact our Customer Care team and they will be able to assist you.

We recommend taking advantage of this service regularly to keep your jewellery in its best condition.

Professional Assessment

If your piece requires further attention or cleaning it will need to be assessed by our Jeweller. Following this review our team will contact you with their findings, recommendations, and a quote. Please bring the piece into a Kailis boutique or contact our Customer Care team to organise delivery.

Silver Jewellery Storage

It is best to store your silver pieces in a cool, dry place, as humidity and dampness can cause damage over time and potentially cause the jewellery to tarnish more quickly. We recommend placing your piece in its Kailis pouch or original Kailis box when it’s not being worn.


All white gold jewellery is plated with white rhodium for shine and a brilliant white finish. Rhodium plating will naturally wear over time, depending on the frequency of wear and other environmental factors. Jewellery should be re-plated from time to time to ensure the colour and shine is optimum. Re-plating is not covered by the Kailis warranty.


Wear and tear, damage from rubbing, and damage from abrasive material or surfaces is not covered by our warranty. Care must be taken to ensure the longevity of your plated piece. Use only a chemical-free soft microfibre cloth to gently clean your plated piece. Avoid contact with chemicals such as hairspray, cosmetics, sunscreen, lotion, perfume or hand sanitiser as these may damage the plating.


Cold enamel can be easily chipped or damaged on high wear areas such as rings, bangles, and bracelets. Refrain from submerging or exposing cold enamel pieces to water containing cleaning agents, salt and chlorine; hand sanitiser or other products containing chemicals. This can damage the enamel, and cause discolouration, chipping and flaking which is not covered under our warranty. If your piece is sterling silver, be careful when using a silver polishing cloth and avoid using the cloth directly on the enamel as it may cause it to fade.


Non-flexible jewellery items are delicate and require special care. These pieces should be worn carefully as they may misshape through impact, pressure or pulling and this damage is usually irreparable and requires replacement. These items should be laid flat and stored in their original case, separate to other jewellery, to avoid accidental damage or kinks.


Items featuring pavé or micropavé settings are delicate by nature and are susceptible to stone loss, irrespective of the craftsmanship or quality of the setting. Special care must be taken when wearing pieces with this type of diamond setting as it can be easily damaged. To help maintain your diamonds’ shine, we recommend cleaning them with the Kailis polishing cloth, provided with each gold or platinum purchase.

Diamond and pearl settings should be professionally assessed by Kailis Jewellery annually. Please note this service may incur a fee. We also recommend periodically arranging for your diamond jewellery to be professionally cleaned. To arrange this, please contact a Kailis Jewellery boutique or the Kailis Customer Care team.


Certain gemstones and minerals can exhibit various levels of porosity and may absorb substances they come in contact with. This may lead to colour change. Care of your treasured piece is required to maintain the look and wearability. Avoid contact with chemicals such as hairspray, cosmetics, sunscreen, lotion, perfume or hand sanitiser.

Do not swim, shower, sleep or play sports whilst wearing your jewellery. Do not submerge your coloured gemstones in water. Perspiration and natural body oils can also affect gemstones and minerals, which is considered natural wear and tear, and would not be covered under the Kailis warranty. Clean your jewellery with a wet, soft-bristle brush, using tepid water, and pat dry immediately with a soft cloth.

Avoid using commercial jewellery cleaners, ultrasonics or cleaning chemicals on your jewellery. It is best to store your gemstone and mineral jewellery in a cool, dry place such as a jewellery box.


Leather and neoprene can be damaged by direct sunlight, humidity and chemicals such as hairspray, cosmetics, sunscreen, lotion, perfume or hand sanitiser.

These chemicals can cause deterioration and discolouration. Perspiration and body oils can cause hardening of these materials over time, which is considered natural wear and tear and would not be covered by the Kailis warranty. To clean, simply wipe the leather or neoprene with a soft, dry cloth. Should your leather or neoprene item be exposed to liquids, pat dry with a soft, lint-free cloth and let it air dry naturally.

Exchanges and returns

Kailis Jewellery, at our discretion, can accept items for an exchange or credit note if returned within 30 days of the original purchase date with the original receipt and packaging.

An exchange or credit note is also subject to the item having not been worn and passing our Quality Control assessment. If you have been gifted the item you are wishing to exchange, please contact Kailis Customer Care within 10 days and provide verification details. If you have received an incorrect item, or an item that does not match the description of what was ordered, Kailis Jewellery can replace it with the correct item or issue a credit note, subject to the item meeting the Quality Control criteria. Costs and liabilities relating to the return shipping of exchange items are the responsibility of the customer unless Kailis Jewellery has made an error.

Warranty and service

All Kailis Jewellery items must pass a number of Quality Control checks before leaving our workshop. Kailis Jewellery offers a two-year warranty from the date of purchase against defects in material and/or workmanship on all gold products that we sell. For silver collection items and non jewellery items such as corporate accessories, Kailis Jewellery offers a one-year warranty from the date of purchase.

This excludes items where the pearl does not match a photo seen in a brochure, advertisement, or online, as every pearl is individual and pearls will appear different in shape or colour to those pictured.

Kailis Jewellery will only replace or service items where the pearl does not fit the product description of size or brand standards.

If you believe that your item has a fault, or is not fit for its original purpose or is otherwise not of merchantable quality, then we will assess the item at our initial cost to determine the fault and its cause. If our assessment concludes that the fault is covered by our warranty, we will either service or replace that item at no additional cost. Proof of purchase must be provided for any warranty or service to be undertaken. If it is not possible to service or replace the item, then we may offer an exchange, credit note or refund.

Kailis Jewellery warranty does not cover items damaged as a result of unauthorised alterations, services or cleaning by another jeweller; misuse; accidents; exposure to corrosive or abrasive substances; or other factors outside of normal expected use. Kailis Jewellery denies any obligation to take action in respect of such damaged items.

Please refer to the care and cleaning section of this guide for instruction on care and handling of your items. Charges will apply for all services not covered by the Kailis Jewellery warranty.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods serviced or replaced in case of a minor failure. What constitutes major and minor failure is set out in the Australian Consumer Law. Kailis Jewellery warranty does not modify or exclude such guarantees but is additional.

For information regarding service please contact:

For any other queries please contact:

To submit your service, please fill out the form on our Kailis Jewellery website.