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Dispatch, Shipping & Returns
Ordering should be easy, secure and reliable. So, when you order:
  • You may receive a dispatch notification by email to confirm when your order is on its way
  • A PDF copy of your invoice will be attached to this email
  • A tracking number is available upon request by replying to this email (if applicable)
  • Your parcel will contain a printed invoice, unless it is being sent to a different address (assumed to be a gift)
  • Most orders are packed in a padded bag and larger orders are boxed
  • All orders are shipped by Australia Post

Please contact us. if you have any questions, concerns or claims relating to shipping or stock availability.

Business Days
Business days are Monday to Friday excluding NSW public holidays. All 'days' noted below refer to business days.

Stock Availability Dispatch Time     Delivery Time  Expected Delivery
In Stock 1-2 days ------ --- Regular Post: 2-5 days = 3-7 days
`-- Registered Post: 2-5 days = 3-7 days
On Order 2-4 weeks `-- Express Post: 1-2 days = 2-4 days
Out of Stock We will contact you `-- International: # 3-10 days = 4-12 days
# Subject to customs clearance

Shipping Costs
Service Cost Track Signature
on delivery
Details
Within Australia:
Registered Post (recommended) $9.50 YES* YES Secure: Proof of mailing. Signature obtained on delivery (perhaps deliver to your work?). Insured for up to $100.^
Regular Post $7.00 No No Budget: Some risk involved
Express Post $11.00 YES* No Fast shipping: Only valid for Australian destinations within the Express Post network (view). Same business day dispatch not guaranteed. Cost: $11   (For prompt dispatch, you should SMS an 'urgent' notice.)
Outside Australia:

Regular AirMail Zone A
    (New Zealand)

$13.00 No No Budget: Some risk involved. This is the only option for some countries (where Registered International Mail is not available).
Registered AirMail Zone A
   (New Zealand)
$18.50 No YES  Secure: Proof of mailing. Signature obtained on delivery (perhaps deliver to your work?). Insured for up to $100.^
Regular AirMail Zone B,C,D
   (all except New Zealand)
$18.00 No No Budget: Some risk involved. This is the only option for some countries (where Registered International Mail is not available).
Registered AirMail Zone B
   (Asia Pacific)
$21.00 No YES Secure: Proof of mailing. Signature obtained on delivery (perhaps deliver to your work?). Insured for up to $100.^
Registered AirMail Zone C
   (USA, Canada, Middle East)
$23.50 No YES Secure:    "
Registered AirMail Zone D
   (Rest of the world)
$27.50 No YES Secure:    "

*Tracking number is available upon request.

Customs Fees and Import Restrictions
Some countries place restrictions on goods imported or charge customs duties or import fees. It is the responsibility of the customer to find out about any restrictions applicable to them and pay any charges. We send all parcels through Australia Post and suggest checking your country in the first instance on their website at www.auspost.com.au. We also recommend contacting your local government body prior to ordering e.g. Customs and Excise.

Missing Parcels
If your parcel hasn't arrived in the expected delivery time, please visit your local Post Office or Mail Centre to see if they are holding the parcel for you. Then, if required, reply to your dispatch notification email or call us to request your tracking number (if applicable), then go here. Failing that, contact us again and we will do all we can to help you.

Insurance Claims ^
Subject to conditions, Australia Post may decide to provide compensation for loss or damage of the article up to $100.
Undelivered parcels: Insurance claims are between Faith Insignias and Australia Post. We will arrange for the insurance payment to be paid to you or will replace your order if available.
Delivered parcels: Insurance claims are between the customer and Australia Post. We will provide any assistance required, simply contact us.

Returns & Exchanges
For any product return please contact us for a Return Authorisation Number before returning the product.

Change of Mind Returns
If you change your mind simply return the product within 14 days. We are happy to discuss options of refund via your original payment method, a credit voucher code or exchange depending on product availability, provided the product is returned in its original jewellery packaging, unworn in 'as new' resalable condition. Any refunds or credits will have our cost of shipping deducted. If requirements are not satisfied Faith Insignias reserves the right not to accept a change of mind return.

Exclusions
Please choose carefully as change of mind returns will not be accepted for customised items e.g. cascade necklace assembled for your order. These items can still be returned if they are faulty, not fit for purpose or do not match their image or description.

Other Returns - Repair. Replace. Refund.
As per fair trading laws we will accept a product return and offer you a refund via your original payment method, a credit voucher code, exchange or repair provided the product and jewellery packaging is returned in sold condition, if a product is defective, not of merchantable quality, not fit for its intended purpose or does not match its image or description.

Exclusions
Faith Insignias cannot accept a return where the product has sustained damage due to accident, inappropriate use, alterations, abuse, lack of reasonable care or performance of services or repairs by unauthorised jewellers/repairers whether determined by Faith Insignias, the manufacturer or repair agent.

To return a product simply contact us as soon as possible within 14 days from the date your order was shipped and we will evaluate your return request, record your product return information and issue you with a Return Authorisation Number (RA). Once you have received this, securely wrap and mail the product in its jewellery packaging in original condition with a copy of the receipt to Faith Insignias, Returns Department, PO Box 7202, Baulkham Hills BC, NSW 2153, Australia within 7 days of receiving your RA. Please ensure that your RA number is clearly displayed on or in the return packaging. We suggest you use Registered Post or insure the item. As soon as we have received your product and jewellery packaging in 'as new' condition we will issue you with your repair, exchange, refund or credit.

Privacy
You will be asked for information that is relevant to your return or to satsfy legislative requirements.

Please Note:
All returns must have an RA number. Any item returned without an RA number will be returned to the sender.
Refunds will be issued using your original payment method.
No refund will be given on free items.

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