SHIPPING & DELIVERY
How long does delivery take?
Once your order has been dispatched from our warehouse, delivery times are as below:
3-5 business days
6-10 business days
**During Sale and promotional periods, these delivery timeframes may be extended. For an estimated delivery time to your area, please contact us at email@example.com
Can I Pick Up My Order?
Unfortunately, due to safety reasons, we are unable to allow public access to our warehouse.
Do you offer free shipping?
Yes, when you place an order to the value of $100 or more, you are eligible for free shipping worldwide.
We also hold free shipping days across the site, so sign up to our newsletter to be the first to hear about our promotions.
Can I track my order?
Yes. We provide a tracking number and link once your order has been dispatched. You can follow its journey right to your door.
You can log in to your account and track your order here.
Where do you ship to?
We currently ship to all countries, excluding the below:
Brazil, India, Russia and China.
All of our items are delivered duties paid (DDP), so you will not need to pay import duties.
What payment options do you offer?
We like to ensure you have plenty of payment options, so you can use any of the payment types listed below:
*Afterpay is available on all purchases of $100 or more.
Can I change/cancel my order once placed?
As we work hard to get your order out to you as soon as possible, we are not able to make any changes once your order has been placed, nor can we cancel orders.
You can return your items once you have received your order, simply contact us via firstname.lastname@example.org for a Return Authorisation number.
Can my parcel be redirected?
We are unable to redirect orders once they have been dispatched, so please supply an address where you will be there to receive the package or it is safe to leave unattended.
If you wish to redirect your parcel, please contact the Courier Company affiliated with your order directly.
Does my order come packaged in a wooden box?
Yes, all of our jewellery pieces are packaged in our signature velvet pouches and the beautiful hand carved wooden boxes.
You can also purchase additional Gift Wrapping:
|STANDARD - $3.00||PREMIUM - $7.00|
|Includes our signature peach SAMANTHA WILLS ribbon.||Includes our textured card sleeve and signature peach SAMANTHA WILLS ribbon.|
You can select one of these options on the product page.
Can I select express shipping?
We do not currently offer express shipping.
Do you only stock online?
As well as our online store, we also sell our pieces through certain retailers. To find your nearest stockist, please click on the below link:
As we are not able to access our stockist's individual inventory systems, we are unable to confirm whether a stockist has a particular piece available.
Is there somewhere I can view the pieces before I purchase online?
Whilst we do not have a physical store, you can certainly find our pieces through our wonderful stockists!
For safety reasons, we cannot allow public access to our warehouse.
What if an item is sold out online?
Please check the waiting list for this piece, or call us for online stock availability.
We suggest also checking with your nearest stockist, using the link below:
Can I place an order on a Sold Out item?
Unfortunately not. We have a waiting list for those items that are coming back into stock, and you will be notified once they are available.
What are the benefits of creating an account and signing up to the newsletter?
By creating an account with us, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account, create a wish list and be the first to know about promotions, Sales, and new collection launches.
Do you custom make jewellery?
As we begin our production process months before pieces are released, we are not able to offer custom made pieces.
Can I return my order?
Yes, we offer easy returns, including a 7-day change of mind period for all online purchases (including earrings). During the Christmas period, we are extending this period to a 45-day change of mind period, so you can shop for gifts stress free!
*Please note that we do not offer returns on Sale pieces unless they are deemed faulty.
Can I return pieces purchased through a stockist?
If you have purchased a piece through one of our lovely stockists, we recommend contacting them first for a resolution.
If they are unable to assist, please contact our customer service team via email@example.com
Please note that we are only able to offer refunds on pieces purchased through our online store.
Do you repair pieces?
Yes; depending on what’s happened to your piece, we may be able to repair this.
A guideline for what we can repair:
- If a stone has fallen out and has not been lost
- Broken elastic
- Broken jump rings
Please send through the order/receipt details, and a photo of the piece to firstname.lastname@example.org so we can assess this for you.
GIFT CARDS & PROMOTIONAL CODES
Can I purchase a gift card?
Yes, we offer 2 types of Gift cards:
Physical Gift Voucher
Set amounts - $50, $100, $150, $200 and $500
Suitable for Australia based customers
Sent separately from your order via Express Post
$50 minimum / $500 maximum
Emailed straight to recipient
Can include Birthday message
Valid for 6 months
How Do I Use My Gift Voucher?
Please enter the Gift Voucher code at checkout and hit ‘apply’.
One Gift Voucher code per transaction, and can be used in conjunction with a Promotional Code.
How do I use a Promotional Code?
Simply copy and paste into the Promotional Code field at checkout. Only one promotional code can be used per transaction, and cannot be used in conjunction with any other promotions or offers.
*Please be sure to read all conditions and expiry details for each promotion.