FAQs

1. ORDERING

 

1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest everytime.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

PLEASE NOTE- If you are a wholesale customer, you will need to log-in every time you make an order.

1.2 How do I /create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

1.3 How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

1.5 How do I pay for my orders?

We accept payments via Paypal and all major credit and debit cards such as Mastercard, VISA and American Express. All credit card transactions incur a 2% additional charge.

We also accept bank transfer for all wholesale orders. If you wish you pay via bank transfer, please select the ‘bank transfer’ option during checkout.

1.6 Can I amend and cancel my order?

Your order will only be available for correction within 12-24 hours after check-out. If you need to amend your order, please call our head office immediately, or email us at [email protected] and quote your order number.

1.7 I have a discount code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.


2. SHIPPING & DELIVERY

 

2.1 When will my order be processed?

All orders will be processed within 2 working days, excluding weekends and public holidays. Time stated is based on AEST.

2.2 How long will it take for me to receive my order?

We dispatch our orders within 2 business days and post via Australia Post, or selected national couriers. Standard Delivery can take up to 10 business days for Australian Metro Areas, and at times, can take longer for regional areas. Express Delivery can take 1-3 days, depending on your region. If you’re needing your order by a specific date, we highly recommend choosing Express Delivery during checkout.

2.3 How can I track my delivery?

Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders with the nominated delivery company the order has been sent through.

2.4 Can I change my shipping address after my order has been confirmed?

You are able to change the shipping address within 12-24 hours after your order has been placed. If you need to change your delivery details, please contact our team immediately by email: [email protected]

2.6 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at [email protected] and we will get back to you as soon as we can.

2.7 I’ve received a faulty item, what should I do?

We apologize if you have received a faulty item from us. Please contact our Customer Care Team at [email protected] with a snapshot of the product and we will get back to you as soon as we can.

Please note that we have a 7 day returns policy. 

2.8 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at [email protected] and we will get back to you as soon as we can.

2.9 I’ve purchased the wrong size or color

You can return any piece of jewellery, except for earrings for pierced ears, within 7 days of receiving the item due to change of mind.

The return of the item in its sale-able condition, including cost of postage, are the customer’s responsibility until the item is received back to our head office.

If you’re wanting to return or exchange an item, please get in contact with us at [email protected]

2.10 I have not received my parcel, what should I do?

Kindly drop an email to our Customer Care Team at [email protected] if you have not received your parcel after 10 working days and we will assist you accordingly

2.11 Will there be an additional charge for redelivery?

There are no additional charges for redelivery up to two times. It is chargeable on the third attempt onwards.

2.12 I haven’t received my order in the predicted timeframe

You may check the status of your parcel via “Track your order” at to find out why it might have been delayed. Alternatively, you may drop us an email at [email protected] and we will assist you further.