US My Flag

Cart FAQ

 

What countries do you sell to?

New Zealand, Australia, Italy, Germany, Spain, Austria, France, Belgium, Switzerland, Luxembourg, Netherlands, UK, United States, Argentina, Bolivia, Brazil, Chile, Columbia, Ecuador, French Guiana, Guyana, Paraguay, Peru, Suriname, Trinidad and Tobago, Uruguay, Venezuela. More countries coming soon.

What payment types do you accept?

We accept Visa, Mastercard and bank transfer payments.

What currency will I be charged in?

New Zealand: NZD

Australia: AUD

Europe: EUR

UK: GBP

United States: USD

South America: USD

Do I have to set up an account to order on line?

No. One-off purchases are welcomed; however, if you would like to save your details for future ease, an account is a good option. We've designed our check-out and ordering process to be as easy and customisable as possible. Have some feedback? Email us, we'd love to hear it.

Can I add items after I have placed my order?

Yes sure! Call or email us with your order number and we'll do our best. If your order has already been shipped in which you would of received an email, you'll need to place a new order.

Do you sell vouchers for use on-line?

Not yet sorry!

 

Delivery Times and Shipping

 

Where do my goods ship from?

New Zealand: Your order will be shipped from our headquarters in Hastings, New Zealand.

Australia: If in stock, your order will be shipped from our distributor Studio Italia in Melbourne. If not, it will be sent from our headquarters in Hastings, New Zealand. 

Europe: If in stock, your order will be shipped from either one of our European distributors: B.Morone in Milan, Italy (for Italian, German, Spanish and Austrian purchases), or Paris, France (for French, Flemish, Swiss, Dutch and Luxembourg orders). If not, it will be sent from our headquarters in Hastings, New Zealand. 

United Kingdom: If in stock, your order will be shipped from our distributor Holloways of Ludlow, London. If not, it will be sent from our headquarters in Hastings, New Zealand.

United States: If in stock, your order will be shipped from our distributor WakaNine in Austin, Texas. If not, it will be sent from our headquarters in Hastings, New Zealand. 

South America: If in stock, your order will be shipped from our distributor Mais Lume in Ceara, Brazil. If not, it will be sent from our headquarters in Hastings, New Zealand. 

Do you charge for shipping?

New Zealand: Free Shipping

Australia: Free Shipping

Europe: Charges apply depending on product.

United Kingdom: £12 flat rate

United States: Free Shipping

Sth America: Free Shipping

What stock is available now?

New Zealand: Adorn Jewellery is in stock. We carry all of our kitsets in stock. If in doubt, check with us prior to ordering. If for some reason the kitset you ordered isn't in stock, we'll let you know and either refund the transaction or ship the original order as soon as it's back on shelf.

Australia: Our distributor tries to hold all items in stock but if in doubt, check with us prior to ordering. If for some reason the kitset you ordered isn't in stock, we'll let you know and either refund the transaction or ship the original order as soon as it's back on shelf.

Europe: Our distributors try to hold all items in stock but if in doubt, check with us prior to ordering. If for some reason the kitset you ordered isn't in stock, we'll let you know and either refund the transaction or ship the original order as soon as it's back on shelf.

United Kingdom: Our distributor tries to hold all items in stock but if in doubt, check with us prior to ordering. If for some reason the kitset you ordered isn't in stock, we'll let you know and either refund the transaction or ship the original order as soon as it's back on shelf.

United States: Adorn Jewellery is in stock. We carry all of our kitsets in stock. If in doubt, check with us prior to ordering. If for some reason the kitset you ordered isn't in stock, we'll let you know and either refund the transaction or ship the original order as soon as it's back on shelf.

South America: We carry all of our kitsets in stock. If in doubt, check with us prior to ordering. If for some reason the kitset you ordered isn't in stock, we'll let you know and either refund the transaction or ship the original order as soon as it's back on shelf.

 

What is the difference between "delivery address" and "billing address"?

Your billing address is what is listed on your credit card. However, your delivery address is where you want your purchase to actually be delivered.

Can I track my order?

Yes. Tracking is integrated to the courier services we use. You will receive a Dispatch Notice email once your order has been shipped. If for some reason you haven't received your order within 7 days of this notification, let us know as soon as possible. We'll work together to resolve the problem.

How can I change the delivery address on my order after purchase?

Please email us as soon as possible so we can ensure your order gets delivered correctly. We'll do our best to change it - if it hasn't already left!

Do I need to sign for delivery of my order?

Yes. If you don't think you'll be at home, perhaps you can arrange for it to be delivered to a friend, or to your work. This is simply to ensure your order arrives as safely and soundly as possible!

Do you ship to PO boxes and freight forwarding addresses?

No, unfortunately we don't - see above.

How long will it take for my order to arrive?

New Zealand: Orders are sent out at 9am each morning. Please ensure all your details are correct so your parcel can be with you as soon as possible.

Australia: Orders are sent as soon as possible depending on stock.

Europe: Orders are sent as soon as possible depending on stock.

UK: Orders are sent as soon as possible depending on stock. 

US:  Orders are sent as soon as possible depending on stock.

South America: Orders are sent as soon as possible depending on stock.

 

Is my package insured?

Yes. Insurance is built into the courier services we use, covering loss and theft of the product.

What is my product packaged in?

We package according to item in a combination of cardboard and bubble-wrap. We have designed our packaging processes and methods to be as secure and environmentally friendly as possible. All cardboard used is fully recyclable.

 

Cancellations, Refunds and Returns

Can I cancel an order?

Yes - just get in touch with us as soon as possible. If the order hasn't been shipped, we can cancel it and will refund you accordingly. If you've received a "Dispatch Notice", you will need to return the product to us within fourteen days for the full refund.

Can I get a refund once I've purchased a product?

Refunds can be given for products that are non-assembled and in saleable condition, within fourteen days of the original purchase. Proof of purchase (invoice / receipt) MUST be included. Jewellery returns will incur a small re-stocking charge, which will be deducted from the refund.

If I return my purchase, do I have to pay postage?

Yes, returned products will need to be paid for by the customer, unless a mistake has been made and we've sent you the wrong item.

Where do I send returns to?

New Zealand:

David Trubridge Ltd,

Corner Station Rd and Groome Place,

Whakatu, Hastings, 4161, New Zealand.

Australia: Contact our distributor for the correct procedure.

Europe - Italy, Germany, Austria, Spain: Contact our distributor for the correct procedure.

Europe - France, Belgium, Switzerland, Luxembourg, Netherlands: Contact our distributor for the correct procedure.

UK: Contact our distributor for the correct procedure.

US: Contact our distributor for the correct procedure. 

South America: Contact our distributor for the correct procedure. 

What if there’s a problem with my purchase?

1.Missing / Faulty Parts: Please check kitsets BEFORE assembly. We can only replace missing or damaged pieces prior to construction. We supply a number of spares to cover any breakages. Need anything else? Email us.

2. Exchange: Products can be exchanged within 14 days, provided they meet the criteria above.

3. Refund: Products can be refunded with the original receipt if they are in a non-assembled and saleable condition. They will need to be returned to us within 14 days.

4. Change of Mind: Products can be exchanged within 14 days if you change your mind assuming they are non-assembled, in a saleable condition and you have the original receipt.

 

Privacy and Security

Is my credit card number safe?

It is. We know shopping over the internet is a leap of faith - what will it REALLY look like? Is my financial information safe? We take the privacy of our customers incredibly seriously and we value the trust you have in us. Our E-commerce store is fully secure and utilises industry standard SSL through DPS to keep it that way.

Do you keep my information private?

We will never disclose, rent or sell your details to third party.

 

GENERAL

 

What is the warranty on websales?

Our websales are covered for a period of five years from date of purchase. Products are covered for any defect in workmanship or material as a result from product or material malfunction. General wear and tear is excluded. Liability under this warranty is limited to replacing or repairing a part, without charge. Please note, packaging and freight charges are not included.

I want to contact a 'real person' before I place my order...how?

That's fine. We're real people here and always happy to help. Call or email us to have a chat.

I would like to buy a gift for someone - can it be gift wrapped?

Strictly speaking, we don't offer gift-wrapping. However, please make a note of it in the  "Question / Note / Reference" tab on the “Submit and Pay” page. Also make a note for the receipt to be emailed to you, rather than posted with your package. We'll do our best to make sure your gift is delivered with a little celebratory decoration.

 

 

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