SHIPPING AND RETURNS
SHIPPING POLICY
This shipping policy outlines how orders are processed, packed, and delivered when purchasing jewellery from Jack the Jeweller.
Order Processing
Orders are processed once payment has been received and confirmed.
Ready-to-ship jewellery is typically dispatched within 2–3 business days.
Custom jewellery is made to order and generally requires 3–6 weeks for production before it is shipped. Production timelines will be discussed during the ordering process.
If there are any unexpected delays, you will be contacted as soon as possible.
Shipping Within Australia
Orders within Australia are usually shipped using Australia Post Express or similar courier services.
Shipping typically includes:
• Tracking
• Insurance for the full value of the parcel
• Signature on delivery for security
Estimated delivery times within Australia are generally 2–5 business days, depending on location and postal conditions.
Delivery times may be longer during peak periods such as holidays.
International Shipping
Jack the Jeweller ships internationally using reliable postal or courier services.
International shipments typically include:
• Tracking
• Insurance coverage
• Signature on delivery
Estimated international delivery timeframes are usually 7–14 business days, depending on destination and customs processing.
Please note that delivery times may vary depending on local postal services and customs clearance.
Customs, Duties and Taxes
International orders may be subject to import duties, taxes, or customs fees depending on the destination country.
These charges are determined by the local customs authority and are the responsibility of the buyer.
Customs policies vary widely between countries, so it is recommended to check with your local customs office for further information.
Insurance and Parcel Security
All jewellery shipments are securely packaged and fully insured during transit.
Most deliveries will require a signature upon delivery to ensure valuable items arrive safely.
Tracking details will be provided once the order has been dispatched so the shipment can be monitored during transit.
Shipping Address
Customers are responsible for ensuring that the shipping address provided at checkout is correct.
Jack the Jeweller cannot be responsible for delays or delivery issues caused by incorrect or incomplete address details.
Lost or Damaged Shipments
If a parcel arrives damaged or appears to be missing, please contact Jack the Jeweller as soon as possible so the matter can be investigated with the shipping provider.
Shipping providers require claims to be lodged within specific timeframes, so prompt notification is important.
Questions
If you have any questions regarding shipping or delivery, please contact:
Jack the Jeweller
RETURN & EXCHANGE POLICY
This policy outlines the conditions for returns, exchanges, and refunds for purchases made from Jack the Jeweller.
Returns
If you are not satisfied with your purchase, you may request a return within 14 days of receiving your item.
To be eligible for a return, the item must:
• Be in its original condition
• Be unworn and undamaged
• Be returned with original packaging where possible
Returns must be requested before sending the item back.
Custom Jewellery
Custom-made jewellery is created specifically for each client and cannot usually be returned or refunded.
However, if there is an issue with workmanship or the item does not match the agreed design, Jack the Jeweller will work with you to resolve the issue where possible.
Return Approval
Before returning an item, please contact Jack the Jeweller to request return approval and instructions.
Unauthorised returns may not be accepted.
Refunds
Once a returned item has been received and inspected, you will be notified of the outcome.
If approved, refunds will be issued to the original payment method used during purchase.
Please allow several business days for the refund to be processed by your payment provider.
Return Shipping
Customers are responsible for the cost of return shipping unless the item is faulty or incorrect.
For security, returned jewellery should be sent using a tracked and insured shipping service.
Jack the Jeweller cannot be responsible for items lost or damaged during return transit.
Exchanges
If you would like to exchange an item, please contact Jack the Jeweller to discuss available options.
Exchanges may be possible depending on the item and its condition.
Faulty or Damaged Items
If your item arrives damaged or appears to have a manufacturing fault, please contact Jack the Jeweller as soon as possible.
Where a genuine fault is confirmed, the item may be repaired, replaced, or refunded in accordance with Australian Consumer Law.
Australian Consumer Law
This policy operates alongside your rights under Australian Consumer Law.
Customers are entitled to a repair, replacement, or refund if a product has a major fault or is not as described.
Questions
If you have any questions regarding returns or refunds, please contact:
Jack the Jeweller