Want to learn about shipping of your Simone Walsh Jewellery order? You're in just the right place.
There are currently delays due to Covid-19. We recommend you read the information below, which we keep regularly updated.
-
Important: Covid-19 & Shipping
-
We are packing and shipping orders as quickly as usual. We're a very small team and we're taking extra precautions to keep our working areas clean and safe. Learn more about how we're working in the time of Covid-19.
However, there may still be delivery delays across Australia and especially internationally. Read on for important details about the current situation.
Australian orders:
Orders to Australian addresses are arriving safely, however, they may take extra time. Our latest information is:
- Delivery times across Australia are still somewhat slower than normal, but to most destinations they are much faster than they were earlier in the pandemic.
- You can expect standard Parcel Post deliveries to arrive around much of Australia within 3-8 business days of shipping. Allow extra time in the NT, where deliveries may take 11+ days.
- There are also some delays with Express Post, but it is still the fastest postal method. In most metro areas you can expect Express Post delivery in 2-3 business days after shipping. To WA allow 3-4 business days and the NT 4+ business days. Allow an extra day or two if you live in a regional area.
- We appreciate our customers being patient regarding deliveries at this time: your order will be shipped just as quickly as normal and it will almost certainly arrive safely.
- If you're concerned, check the tracking link we emailed you when we shipped your order. Unless something doesn't look right, you should wait a few days after the last scan event before contacting us to lodge a query (or lodging one yourself).
You should factor in increased delivery time when ordering and upgrade to Express Post if your order is more time critical.
For the latest information from Australia Post about domestic deliveries click here.
International orders:
International deliveries (outside of Australia) are better than they were earlier in the pandemic, but delivery times are still slow and you can expect delays.
Before placing an international order please check Australia Post's international delivery advice, where you can check up to date delivery information for specific international destinations.
This is what we currently know about major destinations (note that these timeframes are estimates from Australia Post and are subject to change without notice):
-
New Zealand: 16-22 business days by Standard Airmail, 9-15 by Express Airmail (free standard shipping on orders $150+)
-
USA: 22-32 business days by Standard Airmail, 13-23 by Express Airmail
-
UK: 16-36 business days by Standard Airmail, 12-21 by Express Airmail (note that we are unsure what changes Brexit may cause to delivery in the UK, including additional duties which you may need to pay)
-
Major European: Variable by country, but you can expect around 19-28 business days by Standard Airmail, 12-21 by Express Airmail
-
Canada: 22-32 business days by Standard Airmail, 13-23 by Express Airmail
Important: for a small number of countries the postal service from Australia may be entirely suspended: if your country is not listed above, be sure to search for the name of your country on this Australia Post page prior to ordering.
If you decide to proceed with an international order, be aware that circumstances may change before your order arrives and tracking may be more difficult than usual. We'll do our best to assist you with tracking down any substantially delayed or missing international orders, but placing an international order currently is at your own risk.
-
Shipping costs
-
Within Australia:
Standard shipping is free for orders of $30+ - yay! Express Post is free for orders of $150 or more. You can choose to upgrade to Express Post for lower value orders. For orders below $30 there is a $3.50 shipping cost (without tracking) and you can choose to upgrade to tracked delivery.
You'll be given the total cost of your order including any shipping costs after you enter your address and before you make payment.
Note that we have a free local delivery option for orders $30+ for postcodes around Victor Harbor and Goolwa in South Australia. See 'shipping in Australia' section below for details.
Internationally:
We will deliver your order internationally from Australia. Shipping costs for international orders vary depending upon your location, but start from AU$18 for parcels ($15 for New Zealand). All international parcel deliveries come with tracking.
For small non-jewellery items which are ordered on their own, such as polishing cloths, ring sizing kits or earring backs, shipping starts from AU$6.00, also depending on your location. These small items do not come with tracking.
Final shipping costs are determined by your order and specific location. You'll be given the final cost for your order including delivery before you complete checkout and make payment.
-
Shipping in Australia
-
Items are generally posted from Victor Harbor on the Fleurieu Peninsula in South Australia. All orders of $30+ come with a tracking number and we'll email you tracking details after your order has shipped.
Orders under $30 may not come with tracking unless you opt to upgrade your shipping method. You'll be given the chance to do this during checkout.
Standard Post:
Standard shipping is via Australia Post Parcel Post and is free for orders $30+. Delivery via Parcel Post within Australia generally takes between 3 to 6 business days to most locations. You may need to allow a little extra time if you're in a remote location, particularly in Western Australia.
Express Post:
Express Post delivery will be next business day if your address is within the 'guaranteed next day network' from postcode 5211 (generally Adelaide and surrounds). Download a PDF to learn more (5211 is regarded as 'SA Other').
If you're not in the guaranteed area, we find that Express Post quite often arrives the next day in most metropolitan areas (excluding Perth), but otherwise it will be delivered as quickly as possible: usually within 1-3 business days.
We always get orders out as quickly as we can - often on the same day you order - but turnaround can take up to 1-2 business days. Selecting Express Post or local delivery will speed up the delivery of your order once it's posted, but it doesn't necessarily change the time it takes to get it packed and on its way.
Important: We strongly recommend upgrading to Express Post if your delivery needs to arrive by a specific date which is less than 8 business days away.
Local delivery:
Local delivery is only available for postcodes in and around Victor Harbor and Goolwa in South Australia: 5211, 5212, 5213 and 5214. The minimum order value is $30 for local delivery.
If you choose local delivery we'll make a contact-free delivery to your nominated street address. Only choose local delivery if there is a safe place for parcels to be left as we are not responsible for parcels that go missing after delivery is made. Allow up to 2 business days for us to make your delivery.
-
International shipping
-
Items are generally posted from Victor Harbor in South Australia and are sent to customers all over the world.
International parcel deliveries from Australia come with tracking and we'll email you a link to tracking details when we notify you that your order has been sent.
Shipping to developed countries outside of Australia generally takes between 4 to 12 business days, but please allow extra time if international post tends to be slow to arrive in your location and also for possible checking by customs officials in your country.
Orders are posted by Australia Post using airmail for deliveries outside of Australia. You can use their website to get a clearer idea of delivery times to your location.
-
Turnaround time
-
We always get orders out as quickly as we can: often they are sent the same business day if you order before midday (AEST). However, our turnaround time for standard orders can be up to 1-2 business days in addition to delivery time, including for orders which are sent by Express Post. You should factor in this turnaround time when you place your order.
Made to order items may take longer (primarily rings). If an item you are purchasing may be made to order there will be information about this clearly stated in the product listing, along with an estimate of how much additional time you should allow. We'll still aim to get these orders out as fast as we can.
If there is a delay in shipping your order for any reason we will contact you.
Christmas turnaround
In the lead up to Christmas we aim to turn orders around as quickly as we possibly can: most often on the same business day if ordered before midday (AEST). This isn't guaranteed, but we do our very best to be extra fast at this time of year. Note that made to order items (primarily rings) will generally take longer.
-
Where is my order?
-
We always send a shipping confirmation email once an order is shipped. This email will contain a tracking link for almost all orders. As a starting point, click on the tracking link to see where your delivery is up to. Check your spam folder if you haven't seen the confirmation email.
Generally our shipping is very reliable and missing orders are rare. However, if something doesn't look right with the tracking or delivery is taking longer than expected, then contact us so we can investigate and try to resolve the issue for you.
Important: If there is a lengthy delay in reporting a missing order to us (3 or more weeks after expected delivery) we may not be able to assist you as it may be too late to investigate what happened. Also note that Australia Post does not retain information online for tracking numbers that were first scanned over 2 months ago.
-
Requests to leave parcels at an address
-
Australia Post will sometimes leave parcels at a local post office for collection rather than delivering them to the street address provided. You can request that Australia Post (or the delivery agent in your area) leave your parcel at a street address instead, including if nobody is there. We will include a note to that effect on the address label, but we cannot guarantee that the request will be followed.
If you have made a request for your parcel to be left at a delivery address which is unattended, we cannot be responsible if Australia Post tracking shows that the parcel was delivered but it has subsequently gone missing. If this does happen we can help you follow up with Australia Post for more information, so do let us know.
To be on the safe side, we recommend using a businesses address or post office box for delivery of valuable parcels.
-
Sending gifts directly
-
We're more than happy to ship your order directly to your gift recipient: we often send orders in this way for our lovely customers. You can enter a different delivery name and address to your billing details and can indicate that this is a gift being sent directly to the recipient when you checkout. You can also opt to add a gift card or gift wrapping during checkout.
Each jewellery piece you order will come in its own lovely eco-friendly padded Simone Walsh Jewellery gift box. These boxes are made from recycled card which is covered in textured charcoal-coloured paper. Care instructions are also included in each gift box.
Invoices or receipts are never included with any of our orders to save on paper waste, so there is no risk of your gift recipient seeing the receipt.
Personal messages & gift cards
When checking out you can include text for a personal note to be sent along with your order. If you choose to purchase a gift card to send with the gift your note will be printed inside the card, otherwise it will be printed on a piece of paper. If you don't include a note the recipient may not know who the gift is from.
Gift wrapping
We now offer gift wrapping as an option in the jewellery store. Simply check the box on the shopping cart page when you continue your order to add gift wrapping. Gift wrapping is charged per item of jewellery. It's not added to small accessories such as polishing cloths or chain extenders.
Although all of our jewellery comes packaged in gift boxes, gift wrapping will add an extra special touch.
You can choose from either regular or Christmas wrapping. Your items will each be wrapped in lovely gift paper and tied with sparkly gold cord.
-
Jewellery packaging
-
Almost all of our orders are posted in sturdy mailing boxes. Small non-jewellery items such as polishing cloths, ring sizing kits or earring backs are posted in eco-friendly padded envelopes, unless they are purchased with jewellery products.
Each piece of jewellery comes packaged in its own lovely padded gift box. These boxes are made from 100% recycled card which is covered in matte charcoal coloured paper (also recycled). The lid of each box features our logo printed in soft pink metallic foil.
Not only do these make perfect packaging for gifts, they're a great place to store your sterling silver and gold jewellery to help keep it free from tarnish and dust.
Each jewellery gift box also includes a jewellery display card which has basic care instructions on the back, along with a link to more detailed care and cleaning information.
-
Damaged, faulty or incorrect goods
-
We do our very best to avoid these problems - and they are very rare - but if the items you purchased are damaged, faulty or we've made an error, please refer to the returns and exchanges page for details. We'll work with you to sort out any issues with your order as we really do want you to be happy.
-
Customs and import duties
-
If your order is being sent outside of Australia it may be subject to local customs and import duties.
This is beyond our control and we are not able to provide advice as to what the situation is in your country as each one is different and the rules can and do change. However, in our experience instances of customers paying duties on purchases from the jewellery shop are rare.
Note that if you are in the UK, Brexit has changed how customs and import duties work. We are not registered to collect VAT and we are currently uncertain as to how this will affect orders sent to the UK. You should check with local authorities prior to ordering.
