Shipping / Returns
LETS TALK PROCESSING, SHIPPING + RETURNS
Right now shipping is dicey - let be real we are in the middle of a global pandemic, postal services are getting crushed by all of our online shopping so we have to be completely realistic...its going to take time. Especially if you are an international customer, my experience in my last Restock was - some orders arriving within 2 weeks some in 2 months, some are getting shipped by sea, some are not even leaving the Australian Customs, some are getting diverted whatever the case ALL of our orders are tracked. I have had orders arriving 4 months after I posted (those few were from the first wave in April when they didn't have systems in place) Although its crazy - I have had very few that have been lost, those would happen even if the world wasnt in this state. So as you know I am very honest about my processing times and like I have said shipping times are still longer than normal but everything arrives eventually!!!
REAL + HONEST PROCESSING TIMES
Here is the deal - Melbourne Australia is getting hit hard with a 2nd wave of Covid-19, I have been in a lock down with my kids since April (We had a sort weekend away in between lock downs) so I am home with a busy toddler and baby day in and day out with no break, no day care and no family to give me a break or the ability to have people come and help me. My husband works full time and then comes home to help me with our babes. So I am very conscious that processing and packing orders takes me longer due to my current situation.
HERE IS HOW IT WORKS AT MY END...
I spend weeks leading up to restock, making and designing fresh gems, curating tools. I always prep for packing which just means that I wrap and label everything so that when I do get your orders everything is ready to go! No mucking around and I know exactly what I have ready to upload.
Restock happens - you all shop to your hearts content, while I get the much needed rest I have been lacking...usually the next day I will wash my hair and take a little break and spend time with my family - waiting for the 24 hour combining orders cut off.
24 hours post restock - I jump on my emails, set up my spreadsheet and go through up to 60 -70 emails one by one gathering all the details regarding combined orders, address changes or any other special requests you have.
48 hours post restock - I aim to have replied to most emails and processed all the refunds. Then I begin packing your orders. Each order is packed with care, thought and love - I still hand write all my notes. Packing can be fiddly when I have tools and jewellery so it can take longer.
Domestic orders will receive their tracking numbers as I pack the order - they may not be posted the same day it depends when we can get to the post office (if its packed on Friday it may go out on Monday etc)
International orders will receive tracking numbers AFTER they have been posted - as we receive the number when we hand over to Australian Post
I allow up to 10 BUSINESS DAYS to process orders from start to finish, Grant takes your packages to the post office and hands them over, all international orders are photographed with their tracking details.
WHAT ARE THE SHIPPING OPTIONS?
Currently we ship all orders Domestic and International via Australian Post + ALL orders are tracked.
For domestic orders please allow 2 - 3 business days from the time your order is posted (After our processing time) but understand this could be longer depending on how busy our posties are!
For international orders the only option currently is INTERNATIONAL TRACKED SHIPPING, we are still experiencing significant delays due to the impacts of Covid-19 but we can say shipping is from 4 - 8 weeks give or take. Because the restrictions are changing so rapidly we are unable to promise shipping will be available in your country, if we are unable to send your order you will be notified and we will refund you in full. To avoid disappointment please check this link to see if your country has been affected - International Shipping Impacts with Aus Post
PACKING YOUR ORDERS
Every care is taken to ensure your order is packed well and will arrive safe and sound! We pack in cardboard boxes, if we use bubble wrap it has been recycled (Probably from all of my own online shopping) we often use tissue paper to make sure all your goodies are snug as a bug in a rug. If you order tools and earrings we will sometimes pack these in separate boxes to ensure your delicate earrings don't get smashed by your guides or tools! We encourage you to re-use and recycle, we don't put stickers or write on the boxes for this exact purpose!
I WANT TO CANCEL MY ORDER - WHAT DO I DO?
If you wish to cancel your order - please email us within 48 hours of making your order - sooner if possible, if we have not packed your order we will happily refund you in full, however if it has already been posted we will not be able to refund you.
MY ORDER IS TAKING TOO LONG I WANT A REFUND?
We do not refund orders because they are taking too long to get to you, especially now with the impacts of Covid-19. When you decide to order you are acknowledging that shipping is taking longer, which is completely out of our control - we are doing everything we can to ensure you have tracking, please also understand we only have access to the same information you do. We can promise that your order will find you and make you smile!
I THINK MY ORDER IS LOST?
Firstly its super important to make sure you carefully enter your address - or if your paying with pay-pal ensure your address information is up to date.
If your tracking says delivered but you don't have your order your first point of contact needs to be your local post office, or your neighbors to see if it has gone in the wrong letter box I have had this happen a few times and Australian Post has been super helpful. If you have tried this and not had any luck, we are happy to support you with an enquiry to Australian Post. But please understand we are not responsible for orders lost in the post - we will do our best to offer a solution and support but we will not always offer refunds for these situations.
MISSING OR DAMAGED ITEMS
Normally in these situations we will know as we track our inventory and a lot of our items are single listings meaning there is only one, we recommend that you check your order as soon as you receive it and be sure to advise us via email within 48 hours to let us know exactly what items are missing and we will contact you with a solution or options for you. In some cases we may refund or replace items but we will figure that out on a case by case basis.
With faulty or broken items we require photographic evidence of the packaging and item, within 48 hours. We may request further information to ensure we have everything we need to make a decision on whether the damage was cause in transit or was a fault of ours. Items damaged in the post are not our responsibility and we are not required to refund for this, however we do take this on a case by case basis as well. Each order is carefully packed with tissue and a rigid box so we are confident your order should make it to you safely, please do not contact us after 2 weeks of receiving your order expecting a refund.
If you wish to return an item we can only accept Non-Jewellery items due to health and safety regulations, returns can be processed within 14 days of receiving your order, return shipping is at the customers expense, all items must be returned including all packaging, once received and deemed in perfect condition we will process a refund for you excluding shipping.
If we have missed anything please reach out via our email below!