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Frequently asked questions - Plumery Fine Jewellery
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Frequently asked questions

International Deliveries

Please note that the following terms and conditions apply to all international orders:

  • Prices and shipping fees do not include import and customs duties, Value Added Taxes (“VAT”), tariffs, and other fees that may be levied by the destination country, all of which are the responsibility of the purchaser. Plumery is not responsible for brokerage fees, import and customs duties, Value Added Taxes (“VAT”), tariffs, and any other associated fees.
  • The order recipient is the importer of record and must comply with all laws, regulations and restrictions of the destination country.
  • Plumery is not responsible for delayed delivery of packages due to customs issues when shipping internationally.
  •  All costs incurred on a refused delivery because of high custom or brokerage fees, duties, taxes or restrictions imposed by the country of destination are the responsibility of the purchaser.

Loose Diamonds, Gemstones and Pearls

  • Loose diamonds, gemstones and pearls cannot be returned, and an order cannot be cancelled once a deposit has been paid.
  • We may be able to exchange the stone or pearl for you, but it is entirely at our discretion and will be assessed on a case-by-case basis.

Custom Made Jewellery

  • Custom made jewellery cannot be returned and an order cannot be cancelled once a deposit has been paid. Plumery does not offer laybys.
  • We can however make minor changes to your design, within reason, after we have started making your piece, however changes are at Plumery’s discretion.

Ready-to-Wear Jewellery

Ready-to-wear jewellery, can be exchanged for other items (or a 12-month credit note can be issued, some exclusions may apply) within 30 days from the online purchase, provided it is returned in the same condition as when it as bought. Special order or custom made items cannot be returned or exchanged.

Delivery Policies

In stock items will ship in 2-5 business days after purchase. Made to order and out of stock items will ship within 4-6 weeks unless otherwise specified. We will email you with tracking information when your order has been sent.

All purchases made through Plumery.com.au are shipped within Australia free of charge using Australia Post Express Post and Platinum Express delivery bags with tracking. Allow 1-3 working days for Australian metropolitan areas and 2-5 working days for Australian regional areas once the order being dispatched. Signature is required upon delivery.

Plumery is not liable for lost shipments when tracking dictates it has been delivered. Plumery is not responsible for the delayed delivery of packages due to the customer not being available for signature upon arrival, or due to any unforeseen weather or technical issue within the shipping company.

If your package is sent back to Plumery for any reason, you will be subject to paying for the re-shipment of your order.

If your order is a rush, please email plumery@plumery.com.au and we will do our best to prioritise your order.

Our customer service team with provide you with an expected delivery time upon completion of your order.

Please note that items ordered together may not always be shipped together. If your order requires more than one shipment you will be notified, and tracking numbers will be supplied for the multiple packages.

Repairs

We guarantee our pieces for 90 days from date of purchase against defects. We reserve the right to refuse any repairs if we believe the items are intentionally damaged or misused. If you need a repair after 90 days, we are happy to repair your piece for an additional charge plus shipping & handling.

Refunds

Once your return is received and inspected, we will send you a confirmation e-mail to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Plumery has the right to approve or reject every return due to the individual nature of each item. If you are approved, a credit will automatically be applied to your original method of payment.

In the event that an item is not returned in its original condition, is damaged or missing parts for reasons not due to our error, a partial refund may be issued.

Returns Policy

All sales are final. Exchanges are available if there is a defect in the product. To be eligible for an exchange, please email plumery@plumery.com.au within 30 days from the online purchase, some exclusions may apply. Items returned after 30 days will not be processed.

To be eligible for a return, your item must be unused and in its original packaging. We reserve the right to refuse any exchange if we believe the items are intentionally damaged or misused.

You must first confirm your return or exchange with our customer service team (using plumery@plumery.com.au) prior to returning your item quoting your order reference number (please refer to your order confirmation email); the item’s you are returning or cancelling; and the reason for return or exchange. The item’s being returned must be in a saleable condition. Once confirmed with our customer service team, item/s can be returned to the below address:

Plumery Level 1, Equinox 1,

70 Kent Street, Deakin, ACT, Australia, 2600