Customer Service

Ordering

By placing an order, you are making an offer to purchase the product at the price set out in the website.  Payment must be made at the time of submitting the order.

How to place an order

You can place an order by adding items to your shopping cart.  Once you are satisfied with the products purchased, simply click the checkout option, this will then take you through payment and shipping details. Once these are filled out and confirmed correct by the customer, click place order.

You will then receive an email confirmation that your order has been received. If you do not receive this email, please check your spam.  If the email has not arrived after 24 hours, your order has not been received and you will need to contact us as soon as possible. Please do not assume that your order has been placed until you have received an email confirmation. {{config path=“general/store_information/name”}} cannot be held responsible for any assumptions regarding orders.

{{config path=“general/store_information/name”}} reserves the right to limit the quantities of products sold as it sees fit. It is a condition of this policy that products purchased are not resold in any way, shape or form to a third party. Please see the wholesaling section of this policy for information if you would like to become a wholesaler.

How to pay for an order

In the checkout section of the website, you will be prompted to pay using the method that you prefer. Please see our Privacy Policy section to read our security measures.

All credit card and VISA transactions are covered by security measures. Please do not send credit card details via email as this is not a secure transmission method. {{config path=“general/store_information/name”}} cannot be held responsible for security breaches caused by using an unsafe method.

All transactions are settled in AUD. If you are ordering from overseas and your bank account or credit card is held in a different currency, your currency will be automatically converted to AUD when the transaction is completed. The conversion rate will vary depending on the daily exchange rate. Please note that some banks will charge a currency conversion fee. Contact your bank or provider for details. Your bank or provider determines the ultimate conversion rate and {{config path=“general/store_information/name”}} cannot be held responsible for any confusion or variances caused by the conversion of currency into AUD.

If your payment has been declined please check the 16 digit card number, expiry date and security code on the back of your card. If these are all correct please contact your bank or provider as it is therefore likely that they have declined the transaction.

Amending or cancelling an order

Once you have received a confirmation email from us regarding your order, it is impossible to amend or cancel the order. If you believe you have made a mistake with your order and have not yet received the confirmation email, please ring us immediately to amend or cancel.

We ask that you double check all orders before payment is finalised.

Order Security

All orders placed through our online ordering and payment system are protected by various security measures.

We ask that you do not provide confidential financial information in emails, as this is not a secure transmission method. {{config path=“general/store_information/name”}} cannot be held responsible for any security breaches caused by improper transmission of sensitive information.

Please do not provide or include any sensitive information in your order. This can include racial or ethnic background, political beliefs or sexual orientation.

Please note that some demographic information obtained during the transaction may be recorded for marketing and analytical purposes. Please see the privacy policy for more information.

Changing addresses

Once an order has been processed or otherwise posted out to the customer, it is impossible to redirect. We ask that you check all shipping and posting information prior to placing the order.

Please note that due to cookies in the website, postal information used from previous transactions may be saved in the system and automatically inputted in checkout. Please double check if these details are still correct, particularly if you have recently moved or wish to send the package to a different address.

If you have made a mistake with your address and you have not yet received the confirmation email, please ring us to correct the mistake as soon as possible.  It is impossible to change the address once the product has been posted out. There will be no refund for change of address mistakes.

Ordering out of stock items

Unfortunately sometimes during peak order or sale times it may be possible to accidentally order items that are out of stock due to the high volume of sales being processed.

Should this happen we will offer you an exchange via email for a similar product or refund the amount to your nominated bank account.

Sale items

On occasions certain items may go on sale for a limited time. It is at the discretion of {{config path=“general/store_information/name”}} which items are on sale and for how long. All sale items are non-refundable and otherwise unable to be exchanged and all orders are final.

Sale items may change regularly so we encourage you to regularly check our sale section in order to receive the best deals.

Duplicate orders

If you believe that you have inadvertently made a duplicate order, please ring us at your earliest convenience so that we can reverse one of the transactions. One of the orders will be refunded in full to you.

If the product has shipped it is your responsibility to return the duplicate item to us. Once we have received the unopened parcel we will then process the refund for the duplicate item.

 

Shipping

Your order will be posted within 2-3 days of receiving receipt of payment. Please note that we do not ship on weekends or national holidays, so orders placed then will be processed on the next business day.  Delivery will require a signature upon arrival. Should no one be available on arrival, the courier will deposit the package at the nearest Post Office or collection centre.

Orders with a total value of over $250 AUD will be eligible for free shipping, which will be applied upon checkout.

Australia-Based

Postage to addresses based within Australia attract a flat shipping rate of $10 AUD. This will be added automatically at checkout. Please ensure that the shipping address provided is current and up to date, as it is not possible to redirect the package once it has been sent. If the package has already been sent to the incorrect address it is the responsibility of the consumer to retrieve the package from that address. Please allow a period of up to 7 days for your package to arrive.

Australia $10.00

New Zealand $15.00

International $25.00

International

We are able to deliver to most country globally at a flat shipping rate of $25 AUD. Please note that international countries may incur a country tax upon entry to customs. It is the responsibility of the customer to check and pay any tax pertaining to their specific country upon delivery. We recommend that you look at your country’s customs website for specific detail. Please allow a period of up to 14 days for your package to arrive.

Please note that we are unable to deliver to the following countries: Burma, Central African Republic, Cote D’Ivoire, DR Congo, Eritrea, Guinea-Bissau, Iran, Iraq, Lebanon, Liberia, Libya, North Korea, Russia, Somalia, Sudan and Syria.

Delivery

For all Australian deliveries, postage will be via Australia Post.

For all International deliveries, postage may be through a variety of separate couriers. {{config path=“general/store_information/name”}} is not held responsible for any faults or charges incurred through a secondary postal service. Please note that each courier company may have separate terms and conditions.

Tracking

For all Australian deliveries a tracking code will be sent to the customer in an email. Please allow up to 24 hours after the order has been placed for this information to be sent out.

For International deliveries, a third party courier will provide tracking information. {{config path=“general/store_information/name”}} has no control over how and when this information is sent out.

Tax

For all Australian purchases, a Goods and Service Tax (GST) of 10% will automatically be applied at the checkout.

For International customers, this GST will not be applied at checkout. International purchases may be subject to the taxes of a specific country. It is the responsibility of the consumer to research and pay these taxes, as these will not be applied at checkout.

Currency

All prices listed on {{config path=“general/store_information/name”}} are in Australian Dollars. Please note that if you are purchasing from overseas, all payments will be converted into Australian Dollars.

Payment Methods

{{config path=“general/store_information/name”}} accepts VISA, MasterCard, American Express, PayPal, or direct deposit into our bank accounts. {{config path=“general/store_information/name”}} Pty Ltd will appear on your bank or credit card statement.

 

Returns

Exchanges are only possible if the item is available and in stock. {{config path=“general/store_information/name”}} must be notified of any shipping damage within 48 hours of having received the product. All other manufacturing faults are covered by a 6 month warranty from date of purchase (see below).

Please note that in the case of a refund being granted, only the actual product cost will be refunded. {{config path=“general/store_information/name”}} does not refund any shipping and postage costs incurred.

Repairs

For a small fee, {{config path=“general/store_information/name”}} is able to undertake repairs after the 6 month warranty has expired. The customer is responsible for all shipping costs.

Warranties

{{config path=“general/store_information/name”}} provides a warranty covering purchases from a period of six months from the date of purchase. This warranty covers all jewellery for manufacturing faults, faults that could not have been known at time of purchase, damage incurred whilst in postage and incorrect items being sent out.

Faults that become apparent after this warranty expires will be assessed at our discretion.

This warranty does not cover damage incurred from careless handling, change of mind, incorrect sizing, natural tarnishing and wear and erosion caused by improper storage or cleaning. {{config path=“general/store_information/name”}} takes no responsibility for damaged jewellery due to neglect, wear and tear or other damage caused by the consumer.

Please keep this warranty, even after the six months has expired, as this warranty is also your proof of purchase. We recommend that you scan your warranty and receipt as ink may fade.

Please note that the Competition and Consumer Act 2010 and other State and Territory legislation in Australia may allocate rights and restrictions on the customer, which cannot be excluded, restricted or modified. It is the responsibility of the consumer to keep updated on policies and legislation, which may affect or impact their rights and responsibilities as a consumer of a product from the Commonwealth of Australia.

Return Policy

{{config path=“general/store_information/name”}} will endeavour to refund or exchange any piece of jewellery currently in stock due to a manufacturing defect. The product must be returned in its original condition and packaging with tags and labels attached. A fee of $5 AUD will be incurred if the original packaging is not included. Once the product has been returned and examined, then the refund or exchange will be issued. Bubble wrap safe packaging.

{{config path=“general/store_information/name”}} reserves the right to deny a refund or exchange.

A refund will not be given for change of mind or incorrect sizing, however an exchange or store credit is available if we are out of stock. It is the customers responsibility to ensure that sizing is correct according to the size chart provided on the website.

Please note that we do not replace single earrings.

For hygiene reasons all pierced jewellery, including, but not limited to, earrings, nose rings, headpieces, headbands and body chains cannot be refunded or exchanged for any reason.

Unfortunately all sale items cannot be exchanged or returned.

Whilst all of the items on our site are meticulously crafted, there may be slight differences, markings and inclusions on all stones, metals and finishings. This can include, but is not limited to, tool marks, uneven surfaces, slight colour variances, minor flaws and other natural marks. This is not grounds for a return or refund. Colours and finishes on all products may vary slightly from the product image due to differences in your computer monitor.

{{config path=“general/store_information/name”}} reserves the right to cancel an order if it appears to be intended for resale or something other than personal use. For wholesale enquiries please contact us here.

Return Procedure

Should you believe that your product fits the criteria for refund or exchange, please email us with a description of the issue, as well as accompanying photos and a scan or screenshot of your purchase receipt. Exchanges or refunds will not be considered without proof of purchase.

{{config path=“general/store_information/name”}} will then assess whether or not the product meets the criteria for consideration for a refund or exchange. We will advise you via email of the outcome. If the product is approved for a manual inspection then the customer will be asked to post the product back to {{config path=“general/store_information/name”}}. You will be notified via email of the outcome of the manual inspection.

Should the product qualify for refund or exchange, the procedure will be processed as quickly as possible. If we believe the product does not qualify for refund or exchange then the product will be shipped back to the consumer and they will be billed for all shipping costs incurred.

Insurance

{{config path=“general/store_information/name”}} strongly recommends that you take out insurance to protect your valuables.

{{config path=“general/store_information/name”}} is in no way responsible for replacing lost or stolen items once they have been delivered to the customer.

Sizing

A size guide for {{config path=“general/store_information/name”}} has been provided on the website. Refunds or exchanges will not be provided for selection of an incorrect size.

In the unlikely event that the incorrect size or item is posted out to you, a full exchange for the correct size will be offered if the item is returned in the same condition as it was sent, without any visible damage and with all tags still attached. All shipping costs are the responsibility of the consumer.

Bundled Sets

If one item in a bundled set is damaged according to our returns policy listed above then the entire set must be returned in the same condition in order for the refund or exchange to proceed.

 

Gift Cards

Gift cards are not redeemable for cash or other forms of store credit. {{config path=“general/store_information/name”}} does not take responsibility for lost, stolen or otherwise damaged gift cards. Only one gift card may be used per transaction and each gift card may only be used once.

Gift cards are subject to a time period, listed on the back of the card. It is the customer’s responsibility to ensure that the amount of credit on the card is used within the time period. {{config path=“general/store_information/name”}} will not refund gift card amounts in cash or store credit due to the consumer not using the entire credit amount on the gift card.