Shipping & Returns Policy | Jewels of the Kimberley
 
 
 

Shipping and returns

We know you’ll be eager to receive your beautiful Jewels of the Kimberley order in the mail, which is why we use only fast, reliable and safe shipping methods. Items are in stock and ready to ship as you order them. Your item will arrive gift-wrapped in a box, with our special Broome potpourri for extra protection. Delivery is completely free to any Australian address, and we even offer complimentary shipping for returns!

AUSTRALIAN DELIVERY

Within Australia, we deliver all our orders to you for free via Express Courier Service. This service delivers to anywhere within Australia, and you’ll generally receive your order within 2 – 3 working days depending on your location. Metro delivery can be even quicker, while regional areas can take a few extra days.

If you would like your order delivered to a PO Box address, we use Australia Post’s Express Post Service. This service is only available for items valued under $2,000.

All of our deliveries within Australia are insured and trackable at no extra charge. Once your order is dispatched you will receive an email containing your personal tracking number and direct link to the tracking website. You can also call us and we will happily track your order for you.

SPECIAL BROOME AIRPORT DELIVERY SERVICE

We understand the fly in fly out worker, that’s why we have developed a special service, just for you!  Simply select ‘meet me at the airport’ as your preferred freight option during checkout and we will meet you at the Broome check in lounge with your purchase, all wrapped and ready for a nice surprise when you arrive home.

INTERNATIONAL DELIVERY

We also offer international shipping to those outside of Australia. contact us for international freight rates to your country and we’ll get your item on its way to you as soon as possible. As is usually the case, you will be responsible for any input duty or sales tax within your own country.

DAMAGED, FAULTY OR MISSING ITEMS

Your items should arrive in pristine condition and within the expected time frame, however if they don’t we will take responsibility. Please contact us to organise the return of damaged or faulty goods at our expense, or to report that a parcel has not arrived within the above time frames. We’ll be happy to work with you to find a timely and agreeable solution to any problem.

PRODUCT AVAILABILITY

We update our sites products regularly with the exact items that we offer in store, so products are immediately available and ready to ship. Because of this, however, in some rare instances another customer may have selected and purchased the same item at the same time as yourself. If this happens and you were the second person to order that item, we will notify you within one business day that we will not be able to deliver your goods in the usual delivery period. If it is an item that we can recreate, we’ll offer you the choice of a new delivery time frame for your item, or a full refund. If the item is something we cannot recreate, we will give you an immediate refund to the full value of that item.

RETURNS

We understand that sometimes a purchase may not be quite right, whether it’s the style, sizing or simply your personal preference. If this happens, or you receive an item that does not match the description of the item you chose, Jewels of the Kimberley offers a ‘no hassles’ 21 day return or refund policy on all standard purchases including sale items. Why not take advantage of this policy by selecting a few different pieces, taking some time to try them on at home, getting some second opinions, and returning the ones that aren’t perfect for you. We’ll even pay for shipping both ways!

All we ask is that when returned, jewellery items have not been worn, are in their original state with no wear and tear, and are in their original packaging. After a quality assurance inspection to ensure the item’s original condition, we’ll give you the option of refund, exchange or credit.

To return an item, simply contact us at returns@jewelsofthekimberley.com.au and we’ll send you everything you need. We’ll outline the process for sending the jewellery at no cost to you, including the return address and how to nominate for a credit, refund or exchange. So we can be sure the item you’re returning arrives in its original condition, it must be packed in accordance with the Safe Sending Guidelines that will be included in the email.

If you would like to exchange your item for another on our website, simply send us an email or call us to let us know which item you are after. This way we can put it aside for you, so it doesn’t sell before your return arrives!

SPECIAL ORDERS

Understandably, special orders and custom made jewellery pieces are not included in our 21 day money back guarantee as these are personalised items. We are, however, confident that we can work closely with you to create your dream piece. We keep you informed and involved at every stage of the design process, using state of the art CAD design software to help visualise your design. As a result, you’ll know exactly what to expect, and we believe you’ll be delighted when you receive it.

On the rare occasion that you are not satisfied with a special order, for example in the case of a wrong size, we will be happy to discuss any changes you wish us to implement. Depending on the scale and complexity of the change this may require a fee, but we will keep you well informed.

Jewellery that is listed on our website does not fall under special orders or custom made pieces; however if you have had a ring resized this does classify as a special order and cannot be returned if you simply change your mind. We recommend resizing after trying on your ring first, so you can be sure the fit will be perfect.