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Shipping, returns & privacy policies

Shipping 

Our shipping costs cover the cost of shipping, insurance and packaging. No handling fees or profit margin are included on these shipping costs. 

Please note: In the shopping cart, your shipping fees are added once you have entered your address details. They are clearly listed before you asked to pay the full total. There's nothing worse than hidden fees!

You'll see we offer to send your jewellery order along with your fresh flower order from skywithdiamondsflowers.com.au 

Please be sure to only choose that free shipping option if you are ordering flowers as well! 

All of our orders are covered for theft or damage during transit through our Jewellers Association of Australia insurance. We will only send via registered post requiring a signature on delivery. Once an item has been signed for, it ceases to be covered by our insurance, and any loss of theft is the responsibility of the person who signed for the item.

Australian orders:

For orders anywhere in Australia, we use Australia Post's service. Customers are emailed tracking numbers at the time of shipment. A signature is required on delivery. Please go directly to these links for details on this shipping method.

Please use the tracking number sent to you to contact Australia Post with queries about your delivery. We are unable to control the delivery once we have shipped it, although your item remains covered under our insurance until it is signed for. Please contact us if you experience any problems so we can arrange an insurance claim.

Orders less than 500g cost $16.05 to send by Australia Post in this way. 

For all deliveries: 

Please be certain to enter in your correct shipping details. We are not able to change the delivery address once the order has been shipped.

International orders:

For international orders, we have two options.

a) Australia Post's registered post international service (please go directly to these links for details on this shipping method). No tracking is offered with this service, and it is limited to parcels under 2kg of weight. It requires a signature on delivery. This is the cheaper shipping option. If your country is not listed, you may choose the 'rest of the world' option when selecting your preferred shipping method. If you would like a more accurate shipping rate for a country not listed, please contact us and we will arrange that for you.

b) Australia Post's express courier international service (please go directly to these links for details on this shipping method) Customers are emailed tracking numbers at the time of shipment. A signature is required on delivery. If your country is not listed, you may choose the 'rest of the world' option when selecting your preferred shipping method. If you would like a more accurate shipping rate for a country not listed, please contact us and we will arrange that for you.

Please note that international orders may incur customs tax when the order arrives in your country. If this is the case, the customer is responsible for paying any customs taxes. They are not included in our shopping cart. 

For all deliveries: 

Please be certain to enter in your correct shipping details. We are not able to change the delivery address once the order has been shipped.

Return Policy

Please contact us immediately with any queries or concerns. 

If you have a concern, but do not need to post an item back to us at this stage, please fill out this form and email it to us. 

If you need to return an item to us:

  • Please fill out this form. Please email it to us with your parcel's tracking number. Please also print out a copy and include it with your parcel so we know who it came from!
  • Include the item in original condition, in original packaging
  • Include the original receipt
  • Use the same shipping method to return the item as it was sent to you
  • Post to: Shayna Gavin, PO BOX 533 Moonee Ponds Victoria 3039 Australia
  • If you are returning something you bought in our shop in Moonee Ponds, please post back by registered post, with signature on delivery.
  • Insurance: Items lost in transit are the customer's responsibility. If you purchase insurance for your parcel from Australia post you can make an application with them. 

Paypal offers refunds on your return shipping costs if you activate that service with them prior to purchase. It is a pilot program to 1st July 2015 however we hope it will be extended!

Types of returns:

1. Change of mind 

Exchange or credit are offered for change of mind within 14 days of your order being received. (The shipping company tracks the date you sign to receive your order when it arrives). The item must be in original condition, unworn, with receipt. Jewellery shows it's history: if it has been worn, we will be able to see the scratches, marks and bends that occur with wear. Jewellery must be returned in the same packaging, by the same method of shipping, at customer's expense. Where you wish to exchange an item, you will be charged for shipping the new item out to you. Please follow the returns process listed above. When we receive the item, we will contact you to arrange either an exchange, or credit note which will be valid for 6 months.

No change of mind returns are offered on custom designed/ altered/ ordered jewellery, or any hair pieces or hats. 

One change of mind exchange is done without any additional fees. A repeat change of mind return is charged $35 in handling costs. 

Be mindful that computer screen settings can alter the appearance of colours. Exchange due to the colour being different to what you expect is considered a 'change of mind' and exchange or credit is offered as above.

All items are inspected for quality at the time of shipping. We offer a repair service for issues related to wear and tear for a fee. 

Please see our jewellery care page for details on how to best look after your jewellery.

2. Damaged jewellery

All items are quality checked before being shipped. They are carefully packed in jewellery boxes and then a larger shipping box to protect the gift wrapping, so it is very unlikely that jewellery will arrive to you in a damaged state. Please contact us immediately with any concerns about the state of your goods upon arrival. We will require your cooperation in completing an insurance claim. Please see details about the Australia Consumer Law below.

We offer a repair service for issues related to wear and tear for a fee. Please see our jewellery care page for details on how to best look after your jewellery.

3. Jewellery that does not meet your expectations

The following is an excerpt from the Australian Consumer Law.

We are not required to provide a refund or replacement if you change your mind (However Sky with Diamonds does offer change of mind returns as outlined above). 

But you can choose a refund or exchange if an item has a MAJOR problem. This is when the item: 

- has a problem that would have stopped someone from buying the item if they had known about it; 

- is unsafe;

- is significantly different from the sample or description;

- doesn't do what we said it would, or what you asked for, and can't be easily fixed. 

Alternatively you can choose to keep the item and we will compensate you for any drop in value**.

If the problem is NOT MAJOR, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement. 


*Sky with Diamonds does offer a change of mind return policy as outlined above (1) 

**Please be aware that inclusions in stones and pearls are part of the jewellery's character and are not faults or cause for exchange.  Our jewellery items are priced according to the workmanship and quality of the components. eg. A stone with more inclusions will already be priced lower than one with fewer inclusions; a handmade silver setting with variations will already be priced lower than on that is near perfect.

 

Jewellery descriptions and photographs

All measurements are approximate.  All weights are approximate, including packaging, to calculate shipping charges only. Please note colours can appear differently depending upon your screen settings. 

 

Australian Consumer Law 

For your information, the following is theAustralian Consumer Law regarding returns and refunds. You will note that we are not obliged under law to offer 'change of mind' returns, although it is our policy to do so as previously oulined. 

We are not required to provide a refund or replacement if you change your mind. 

But you can choose a refund or exchange if an item has a MAJOR problem. This is when the item: 

- has a problem that would have stopped someone from buying the item if they had known about it; 

- is unsafe;

- is significantly different from the sample or description;

- doesn't do what we said it would, or what you asked for, and can't be easily fixed. 

Alternatively you can choose to keep the item and we will compensate you for any drop in value*.

If the problem is NOT MAJOR, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement. 

Please keep your proof of purchase receipt. 

 

Privacy Policy

Your details are not shared with any other provider without your consent. 

 

Payment security

We offer Paypal for your secure payments. If you don't have a free account with Paypal, you will be prompted to set one up when you go through the checkout process. Using Paypal means we have no access to your credit card information.

Please note that due to the way Paypal processes your payment, shipping costs are added at the end. In order to be transparent about the shipping costs, we have ensured you are able to get a 'shipping estimate' when looking at your cart, before proceeding to payment. There's nothing worse than hidden fees!

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