Business Days & Hours
Business days are Monday to Friday 9am – 4pm excluding Australian public holidays.
Order Processing Time
In Stock: (1-2 days)
On Order: (1-4 weeks)
Made to Order: We will correspond with you
MISSING PARCELS
If your parcel hasn’t arrived in the expected delivery time, please follow these steps.
FREE POSTAGE: This method of postage is unfortunately the slowest and can take up to 10 business working days to arrive even in Australia.
If after this period has elapsed, please notify Us.
OTHER POSTAGE METHODS:
- Track your parcel online using the tracking number from your postage confirmation email if supplied.
- In Australia, Call Australia Post on 13 13 18 and quote the tracking number from your postage confirmation email.
- Visit your local Post Office or Mail Centre to see if they are holding the parcel for you. 4. Contact Us.
http://auspost.com.au/parcels-mail/track.html#/track
Returns & Exchanges
In the rare case that you are not completely satisfied with any of our jewellery and would like to Exchange or Return your piece of Jewellery for a refund, please contact us at your earliest convenience to discuss and we will resolve the issue promptly. Once a Return, Exchange or Refund have been approved by SnowJewel, all returning goods are to be posted within 14 days, with all packaging and documentation.
Return postage costs : Who pays?
If the jewellery is damaged or defective in some way we will gladly pay for the cost of shipping back to us, however if you decide that you have changed your mind and wish to exchange or receive a refund, we think it is only fair that the purchaser pay for the return postage.
Overseas Customers
We offer the same guarantee to our overseas customers, however please consider the cost of postage against the cost of going to your local jeweller to have the following services done – Re-Rhodium & Re-Enamel. Any good manufacturing Jeweller can perform these services at a cost. We offer it for free, but the customer is required to send it to us and enclose a postage paid envelope.
Refund Policy
SnowJewel Australia does offer refunds, however we must be notified within 5 days of receiving the article. In order for you to receive a refund the product must have been delivered to you in a damaged or unusable state. We will however refund if you are completely unhappy with your purchase and the item has not been custom made or created specifically created for you.
Mishandling, abuse or you damaging the product is not just cause for a refund.
(Dept of Fair Trading - Australia) http://www.fairtrading.nsw.gov.au/Consumers/Consumer_guarantees_warranties_and_refunds/Repairs_refunds_replacements.html
* Our Refund Policy does not apply to jewellery that is Manufactured/Created/Custom made to order – (unless the item is faulty)
It applies to all items that are available for immediate purchase.
*Jewellery mistreated, or the customer has not followed our Jewellery Care guidelines leading to badly scratched, Rhodium plating or Enamel Accents wearing away quickly due to constant wearing or/& exposure to chemicals. See our Jewellery Care page for further advice.
Returning Postage advice
Please ensure you send your goods via Trackable postage, Registered or Certified Post with insurance, SnowJewel Australia will not be responsible for loss or damage of return shipments. SnowJewel Australia and Me Jewellery Design Pty Ltd are not liable to refund any international taxes or duties on exported goods.
Coupons, Discounts or Gift recipients are not transferable or become part of the refund process.
Last Updated: March 2020