As all items are made to order, all online sales are final and unable to be refunded unless faulty. However, because customer satisfaction is of paramount importance, we will exchange for credit notes in most situations, but we must reserve the right to refuse an exchange. By purchasing, the customer acknowledges these terms and conditions.
Any items purchased at a stockist must be returned/exchanged directly to the stockist it was purchased from, under that stockists return and exchange policy.
As every piece we make is handmade to order, please allow 3-30 working days for your order to be completed – please note this is production time only, and does NOT include shipping time. Whilst every effort is made to have your order made and ready to ship within the fastest possible time frame, and most orders are shipped within or before 7 working days, during busy periods the production time can be much longer. If you need a piece by a specific date, please do not hesitate to contact us before purchasing, as we will make every effort to meet your specific needs.
Elizabeth Wiltshire Jewellery provides FREE shipping on all Domestic Orders over $150. For orders under $150, a $10 shipping fee is charged. Please contact previous to purchase if you need your item shipped by a specific date. All parcels are sent with a non-negotiable signature on delivery option to ensure delivery records are kept and the customer is protected against possible theft.
When should I expect to receive my purchases?
Your order will be hand made to order, as such you may receive your item anywhere between 3 days to 6 weeks, depending on the piece or pieces in your order. Custom orders may take longer. Your order will be sent via Courier (remote locations and PO Boxes we use Australia Post). We use a Carbon Neutral Delivery System. Delivery turn around is usually 3 – 10 working days (location dependant), however please allow up to 30 working days – as timing is a GUIDELINE ONLY and we cannot be held accountable for circumstances of delays of which occur with the postal system – once your item has been posted. During the BUSY Christmas period please expect delays with the post, items have been know to take double the expected time frame. If ever you would like something EXPRESS SHIPPED, please contact the store directly to arrange this service, as we can only offer regular shipping online. Please allow extra time for pieces to be made and shipped around Christmas as this is without a doubt our busiest time of the year.
Lost or damaged parcel policy
If a parcel is deemed lost or damaged during transit then please contact us as soon as possible and we will do our best to resolve the issue in a timely manor. Please allow a minimum if 14 working days for us to carry out an investigation.
Under Australian Consumer Law it is not up to us to replace an item that was posted by us and which was subsequently lost by a delivery company. However out of goodwill we can work with you in helping to recover the missing item, or help obtain compensation for you. Or alternatively you may seek the assistance of the Postal Industry Ombudsman.
If you purchase a ring and it is the wrong size, we offer re-sizing at a small price, please contact us for a quote prior to resending. The customer is responsible for all shipping costs associated with resizing as well as the quoted re-sizing fee. It is imperative that if returning for resizing, the customer is responsible to be fitted for the correct ring size prior to the resizing. As our pieces are handmade to order it is very important to make sure you are ordering the correct size. Please order one of our ring sizers previous to your ring purchase if you are unsure, or pop in to your local jeweller, more than likely they’ll be happy to size you. Please see our Ring Sizing Information to help you make sure you get your correct size. Make sure to go a half to a full size up for any wide band rings (such as the basic band) – as the ring will feel tighter due to the natural curves of your hand.
All of our pieces are made to order, by hand. As such there is a beautiful natural variation in each of our pieces, and no two pieces will be identical. We are happy to repair manufacturing faults free of charge within the first 6 months of purchase. Please note ‘manufacturing faults’ does not include cracked or chipped stones or pearls, general wear and tear, snapped chains, oxidisation, or worn plating. We reserve the right to charge a fee if a piece exhibits indications of anything other than normal wear.
If a piece is resized, repaired or worked on by another jeweller, the customer waives all rights to warranty. Please approach Elizabeth Wiltshire Jewellery for any repairs or work that may be needed on our pieces.
After the first 6 months pieces can be repaired at cost, please contact us at firstname.lastname@example.org for a quote.
All bespoke and custom pieces are subject to a case by case assessment.
If you wish to have your Elizabeth Wiltshire Jewellery gold plated items freshened up with a new coat of plating, please contact us at email@example.com and we will be happy to help you out.