Refunds and Returns Policy
We place a high value on the satisfaction of our customers, and a great deal of our business is people returning for further work. If you are not 100% satisfied with your purchase, we offer a 30 day unconditional returns policy. We are a boutique business with only small numbers of individual items (often only one in stock at any time) and we therefore ask that returns be made as promptly as possible should you decide not to keep the item. Customers may also choose to exchange a purchased item in place of a refund if they would prefer. In over 30 years of business, Geoff could count on one hand the number of times that irreconcilable differences with clients have cropped up- we normally bend over backwards to meet expectations, and have many loyal clients as a result!
To ensure a 30 day return policy:
- We must have received payment for your purchase
- The returned item must be received by us within 30 days of the date you received it
- The customer is required to cover postage costs. We recommend insuring goods in transit using registered mail or platinum express courier to prevent occurring charges for lost or damaged goods
- Returned items must be in original condition. If metal repolishing of a returned item is required this will be levied at the rate of $70 per hour – please be gentle with pearls and the softer gemstones – granite benchtops and glass will scratch pearls, leaving them permanently damaged.
- Refund will be given within 48 hours of receiving returned undamaged items.
We will accept cancellation of your order for items that have not been posted. Once an item has been posted you may return it for a full refund. Full refund of payment will be issued within 48 hours of notification of cancellation.
Delivery instructions and time frames
Items under $500 will be sent Express Post (at cost of $7.50). Purchases over $500 will be sent Platinum Express at cost of $15. Because of the high value of our goods, we prefer not to deliver to GPO boxes, but will do so by arrangement.
For items that are in stock, we will ship within 48 hours of receipt of payment. Where items are being made to order, we will always advise by email or telephone of expected delivery date before payment is accepted.
We generally prefer to use Australia Post’s EMS courier service- typically 4 days delivery time to W.coast of US, and approx cost $50- (firm quote provided on enquiry)