Want to learn about shipping of your Simone Walsh Jewellery order? You're in just the right place.
There are shipping delays due to Covid-19 and related issues. Before ordering please read the information below about current delivery times and related issues.
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Current delivery times
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Covid-19 impacts:
We're packing and shipping orders as normal. We're a small, fully vaccinated team and we take precautions to keep our working areas clean and safe. However, there are still delivery issues arising from Covid-19: read on for details. Thanks for any extra patience that may be needed.
Turnaround time:
We ship orders as quickly as we can: generally within 1-2 business days of an order being placed. Allow extra time if your item is made to order, as outlined on the product page (primarily rings). We'll let you know ASAP if there are any unexpected delays.
This turnaround time is in addition to delivery time (see below). Upgrading to Express Post delivery doesn't change the time it takes us to get your order on its way: it will just speed up the delivery time.
Australian delivery times:
Orders to Australian addresses are arriving safely and delivery times have improved, particularly Express Post. Australia Post gives the following delivery estimates from South Australia to different states (updated 24 April 2022):
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SA: Parcel Post 2-3 days | Express Post 1-2 days
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NSW: Parcel Post 5-9 days | Express Post 2-3 days
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VIC: Parcel Post 4-7 days | Express Post 2-3 days
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QLD: Parcel Post 5-9 days | Express Post 2-3 days
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WA: Parcel Post 7-11 days | Express Post 3-5 days
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ACT: Parcel Post 5-10 days | Express Post 2-3 days
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TAS: Parcel Post 7-11 days | Express Post 2-3 days
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NT: Parcel Post 6-12 days | Express Post 3-4 days
Important: Number of days is business days only (Mon-Fri), excluding public holidays. These are estimates and are subject to change. For the most up to date information from Australia Post about domestic deliveries click here.
Please factor in the turnaround time and estimated delivery time when ordering. Upgrade to Express Post if needed. If your order is a gift we can send it directly to the recipient to help speed things up for you (see details below).
If you're concerned about delivery of an order, check the 'late or missing orders' section below for assistance.
International delivery times:
International deliveries (outside of Australia) can currently be erratic. Deliveries are arriving safely, but some may take longer than expected. The situation is fluid and can change without notice, including after an order has shipped.
If you're concerned about delivery of an order, check the 'late or missing orders' section below for assistance.
Before placing an international order we strongly recommend you visit Australia Post's international delivery advice to check the most up to date information for your destination, especially as shipping is occasionally suspended to some countries.
Below is what we currently know about key destinations (last updated 31 March 2022):
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New Zealand: Standard Airmail 8-13 days | Express Airmail 5-8 days
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USA: Standard Airmail 10-15 days | Express Airmail 5-8 days
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UK: Standard Airmail 10-15 days | Express Airmail 7-10 days
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Canada: Standard Airmail 10-15 days | Express Airmail 7-10 days
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Major European: Variable by country, but around 10-20 days by Standard Airmail, 8-16 days by Express Airmail
Important: Number of days is business days only (Mon-Fri), excluding public holidays. These are estimates from Australia Post and are subject to change.
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 provide whatever assistance we can and thank you for any extra patience that may be necessary.
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Shipping costs
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Australian deliveries:
- Standard Parcel Post shipping is free for orders $50+ - yay!
- Express Post shipping is free for orders $150+
- For orders under $50, standard Parcel Post is $9 and Express Post is $12.
- For orders below $30 there is a $3.50 base shipping cost (without tracking) or you can opt to use Parcel Post or Express Post as above.
- Free local delivery is available for orders $30+ to postcodes around Victor Harbor and Goolwa in South Australia (see details below).
Use the shipping calculator on the shopping cart page to check the shipping costs for your order. During checkout you'll be given the total cost of your order, including shipping, after you enter your address and before you make payment.
International deliveries:
We will deliver your order to most major countries from Australia via Standard Airmail or Express Airmail to some destinations. Shipping costs for international orders vary depending upon your location, but start from AU$18 for parcels (AU$15 for New Zealand).
All international parcel deliveries come with tracking. Check the delivery times above for current estimates of how long it will take for your international order to arrive.
Use the shipping calculator in the shopping cart to check shipping costs for your order. During checkout you'll be given the total cost of your order, including shipping costs, after you enter your address and before payment.
Important: We don't offer shipping to every country, although we do to most major destinations. Use the shipping calculator on the cart page to see if there is an available shipping rate for your country. Contact us if you have any questions.
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How we ship orders
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All of our orders ship via Australia Post, the official Australian postal service. We find Australia Post to be generally very reliable and safe for shipping online orders.
Your order will generally ship from Victor Harbor in South Australia. Given the small size of our parcels, we take all of our orders to the post office ourselves, so we are not affected by pick up delays that have impacted some Australian businesses during the pandemic.
We use Parcel Post and Express Post for deliveries in Australia, along with Standard Airmail and Express Airmail for international deliveries. We also offer the option of contactless local delivery to postcodes around Victor Harbor and Goolwa in South Australia (see below for details).
Your shipping address:
We strongly recommend you choose a secure location to have valuable parcels delivered: either an always attended address, a post office box or similar. See the 'late or missing orders' section below for further details.
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'Authority to leave' requests
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Australia Post may leave parcels at a local post office for collection rather than delivering to an unattended street address. This depends upon whether your local delivery agent believes there is somewhere safe to leave your parcel.
You can request that the delivery agent in your area leave your parcel at a street address instead, including if nobody is there. We'll include a note to that effect on the address label, but we cannot guarantee that the request will be followed.
If your parcel is being sent to a delivery address which may be unattended, we cannot be responsible if Australia Post confirms that the parcel was delivered to the correct address but it has subsequently gone missing.
If this does happen we can follow up with Australia Post for more information, so please let us know and we'll do our best to assist you. If it appears your parcel may have been stolen after delivery, you should make a police report.
To be on the safe side, we highly recommend using an attended businesses address or post office box for delivery of valuable parcels.
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Local delivery in South Australia
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Local delivery is available for postcodes in and around Victor Harbor and Goolwa in South Australia: 5211, 5212, 5213 and 5214. The minimum order value is $30.
If you choose local delivery we'll make a contactless 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. Please specify where you would like us to leave the parcel if you have a preference.
Allow 1-2 business days for us to deliver, although we will get it to you as quickly as we can (including over weekends if possible). We'll confirm with you ASAP once your delivery is at your address.
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Late or missing orders
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Generally shipping is reliable and missing orders are very rare, but here are the steps to take if you're concerned about your delivery:
- We always send a shipping confirmation email once an order is sent. Check your spam folder if you haven't seen the email.
- This email will contain a tracking link for almost all orders. Click on the link to see where your delivery is. Australia Post don't always scan a parcel every time it moves, but the tracking should give you an idea of where it's up to.
- Secondly, review the delivery times above to see how long shipping to your destination is estimated to take. Count the number of business days (Mon-Fri) that have elapsed since we shipped your order to see if it really is taking longer than expected.
- Finally, factor in any current pandemic or supply chain issues that may be having an impact. We ask that you be a bit more patient during such times.
If something doesn't look right or delivery is definitely taking longer than expected (especially if there haven't been any scanned events in several business days), then contact us ASAP so we can investigate if needed.
To investigate we'll lodge a business level support request with Australia Post. This will generally be quicker than a personal request, but can still take several days or longer, especially if pandemic-related issues are a factor. We will work with you and Australia Post to resolve the issue as quickly as we can.
Check our returns page for full details about refunds, returns and exchanges.
Deliveries to unattended addresses:
If you choose to have your order delivered to an address which may be unattended, the delivery agent in your area will make a decision about whether there is somewhere safe to leave your order. If not they will arrange for you to collect it from a local post office.
If your parcel was left at a delivery address that was unattended, we are not responsible if Australia Post confirms that the parcel was delivered to the correct address but it has subsequently gone missing.
If this does happen we can follow up with Australia Post for more information, so please let us know and we'll do our best to assist you. If it appears your parcel was stolen after delivery, you should make a police report.
To be on the safe side, we highly recommend using an attended businesses address or post office box for delivery of valuable parcels.
Orders delayed in transit:
We generally can't provide a refund for orders that are in transit but which are taking longer to arrive than expected. However, we can lodge a support request with Australia Post to investigate what's going on, so please contact us if you're concerned.
We can provide a refund (or we can re-send your order) if it is declared lost by an Australia Post investigation, which make take a while to complete, especially for international orders. As above, items being lost in the post is a very rare occurrence.
If your order arrives too late you can return it to us for a refund within the timeframe given on our returns page.
Delayed reporting:
If there's a lengthy delay in reporting a missing order to us (3+ weeks after expected delivery) we may not be able to assist you as it may be too late to investigate what happened.
Be aware that Australia Post does not always retain information online for Australian tracking numbers that were first scanned over 2 months ago, but they may still be able to look up details in their systems.
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Damaged, faulty or incorrect goods
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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.
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Sending gifts directly
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Yes, you can have your order sent directly to a gift recipient: we send a lot of orders 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, which helps us process the order.
Each jewellery piece comes in its own eco-friendly padded gift box. Care instructions are also included in each gift box. Invoices or receipts are never included with our orders, so there is no risk of your gift recipient seeing the receipt.
Personal notes & 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 then 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 offer gift wrapping in the jewellery store. Simply check the box on the shopping cart page when you continue your order to add gift wrapping. Although all of our jewellery comes packaged in gift boxes, gift wrapping will add an extra special touch.
Gift wrapping is charged per item of jewellery. It's not added to small accessories, such as polishing cloths or chain extenders. You can choose from either regular or Christmas wrapping.
Your items will each be placed in one of our gift boxes, then wrapped in lovely locally printed gift paper and tied with sparkly gold cord.
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Jewellery packaging
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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 pieces.
Each piece of jewellery comes packaged in its own lovely padded gift box, which protects it further. 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 display card which has basic care instructions on the back, along with a link to more detailed care and cleaning information.
We include some printed information with all of our orders, including details about our almost entirely eco-friendly packaging and how best to dispose of it.
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Customs and import duties
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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. We recommend doing some research before ordering if you are concerned.
We are not able to mark orders as 'gifts' on customs forms unless we genuinely believe that your order is a gift being sent directly to a gift recipient.
UK orders:
If your order is going to 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 UK authorities prior to ordering.
