Shipping & Returns

CHRISTMAS POST

To receive your order before December 25th we recommend ordering no later than:

Standard post within Australia December 1st

Express post within Australia December 7th

Standard International November 7th

Express International December 1st 

All orders are currently shipped from Port Douglas, Queensland, Australia

 

 DELIVERY RATES 

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Shipping within Australia: 

FREE Express shipping for orders $120.00 and over.  
$9.00 standard shipping (3-14 business days delivery)
$12.00 express shipping (1-4 business days delivery)

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Shipping outside Australia: 

$20 international standard (up to 28 business days delivery)

POSTAGE DELAYS
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Some areas of Australia have been heavily affected by extreme weather, COVID-19 lockdowns and high parcel volumes. This is causing delivery delays in these areas, please use the link below to check the affected postal areas. 

Domestic service updates - Australia Post (auspost.com.au)

Track your deliveries through Australia Post’s tracking service

 
REFUND POLICY

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Customer satisfaction is our priority.
In the rare instance that an item received is faulty, please contact us as soon as possible. Please read this Policy carefully before purchasing a product or service from Divine Creatures Jewellery, so that you are aware of your rights and how you can expect we will manage your request for refund if you are not happy with your purchase.

This Refund Policy ("Policy") applies to all purchases of goods and services from our business unless stated otherwise.

Under the term of this Policy, Divine Creatures Jewellery offer refunds, repairs and replacements of products and services under the Australian Consumer Law.
We support your rights under the Consumer Guarantees in The Australian Consumer Law, which protect consumers when they buy products and services.

YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW

Products and services offered by our business come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law), then you may be entitled to a replacement or refund.

If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law), then you may be entitled to have the goods repaired or replaced.

Major failures
Goods (products) - If you experience a major failure with a product you have purchased from us, you are entitled to choose between a refund or replacement for the product.

Minor failures
If you experience minor issues with a product or service you have purchased that is not a major failure, then you are entitled to have the failure rectified within a reasonable time.
If rectification does not occur within a reasonable time, you are entitled to:
a refund for the product;
.
You can obtain further information about the Australian Consumer Law and your rights under the Consumer Guarantees from https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees

CHANGE OF MIND

Please choose your product carefully.
We do not offer any refund if you change your mind.


PRODUCTS DAMAGED DURING DELIVERY

If a product which you ordered is damaged during delivery, you are required to contact us as soon as possible by email heydivine@hotmail.com for further instructions.

Products damaged during delivery must be returned in the condition it was received in, together with any original packaging and any additional items which you received with the delivery of the damaged product.
We will organise the repair of the damaged product or collection and replacement with a product of equal value and type, or to provide a refund, provided that you contact us within 7 days from the date you received the product.

EXCEPTIONS

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service you purchased if:

• You misused the purchased product or service in a way which caused the problem or failure. We recommend following our Jewellery Care advice.
• You knew or were made aware of the problem(s), issues or failures in the product or service before you purchased it.
• You asked for alterations to a product that were not recommended by us or against our advice.

Any other exceptions apply under the Australian Consumer Law.


SHIPPING COSTS FOR RETURNS

If a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we will pay for the costs of shipping the product (the "Returned Product") back to us and any shipping costs to send a replacement product to you. It is your responsibility to organise the Returned Product to be returned to us.

If the Returned Product is approved as eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then reasonable postage, shipping or transportation costs of the Returned Product will be reimbursed by us at our discretion.

If we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and upon receipt by us the Returned Product is determined to be ineligible for repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be liable for and required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product incurred by us.


RESPONSE TIME

We aim to respond and process any requests for repairs, replacements or refunds within 14 days of having received them.

RETURNING PRODUCTS

Please contact us immediately to discuss a return by emailing heydivine@hotmail.com

Products returned by post or courier must be sent with a viable tracking number to qualify for a return or refund.

PROCESSING REFUNDS

Refund requests are only accepted within 14 days from date of purchase. After this time, no refund applies.
Refunds will be paid by the same method as the original method or to the same bank account or credit/debit card used for the original purchase.
You must provide proof of purchase to be eligible for a refund, repair or replacement.
Refunds will be processed within 14 days from the date your refund request was approved. Please note different financial institutions take longer to process payments which may delay the funds clearing in your account.

A Force Majeure event is an event outside our control that delays or hinders our ability to perform its obligations under this Policy.
A Force Majeure event includes but is not limited to fire, flood, earthquake or similar natural disasters, riot, war, terrorism, civil strife, labour disputes or disturbances, industry-wide material or services shortages outside our reasonable control, an outbreak of pandemic disease, governmental regulations, communication, technology or utility failures.

Divine Creatures Jewellery shall not be deemed in breach of any undertaking in this Policy for the delay in performing, or failure to perform, any of its obligations under this Policy if such delay or failure result from Force Majeure events.
Upon the occurrence of any Force Majeure Event, Divine Creatures Jewellery shall give notice to the purchaser of its inability to perform or of delay in delivering products and services within 14 days.

Divine Creatures Jewellery shall propose revisions to the delivery schedule for products or services or termination of undertakings under this Policy where it is determined that performance is not possible because of the duration or effect of the Force Majeure event.

Where undertaking under this Policy is terminated as a result of a Force Majeure event Parties agree every effort will be made by both parties to negotiate a financial arrangement to mitigate and share any loss resulting from the Force Majeure event.