Returns
All Scarlett Jewellery Label pieces are handmade to order. This means each piece is made specifically for you, in your choice of metal, and often with customisations such as personalised sizing, engraving, etc. For this reason, returns due to change of mind are not accepted. Please get in touch with any questions you may have about your piece before ordering, to be sure your jewellery is right for you.
Production Turnaround Times
All Scarlett Jewellery Label pieces are custom made to order. On each product page, the approximate turnaround time is listed. Please note that these times are a guide only, and are subject to change and delay. If you require your jewellery for a certain date, please email before purchase, so that we can aim to have it delivered to you by the necessary date. Although every care will be taken to ensure the jewellery is delivered to you in time, delays are always a possibility. The turnaround times listed do not include shipping time. Please consult the below paragraph for more information on shipping times.
Shipping
All orders within Australia are sent using complimentary DHL Express, except for deliveries to PO Boxes, which are sent using Australia Post. You will be contacted upon dispatch of your order, and will be provided with the tracking number, which you can track at www.dhl.com.au or www.auspost.com.au. Shipping times within Australia vary from 1-4 business days.
All orders dispatched to New Zealand are sent using complimentary DHL Express, except for deliveries to PO Boxes, which are sent using Australia Post. You will be contacted upon dispatch of your order, and will be provided with the tracking number, which you can track at www.dhl.com.au or www.auspost.com.au. Shipping times to New Zealand vary from 3- 10 business days.
All orders to countries other than Australia and New Zealand will be sent using $20 AUD flat rate DHL, except for deliveries to PO Boxes, which will be sent using Australia Post. You will be contacted upon dispatch of your order, and will be provided with the tracking number, which you can track at www.dhl.com or www.auspost.com.au.
Shipping times to the USA vary between 3-10 business days. Shipping times to the UK vary between 3-10 business days. Shipping times to Europe vary between 3- 10 business days.
Please note that shipping times do not include production times. Please consult the paragraph on Production Turnaround Times for more information.
Scarlett Jewellery Label takes no responsibility for lost or delayed shipments.
Duties and Taxes
International orders may be subject to import duties and taxes. As the recipient, you are responsible for the payment of any duties and taxes. Payment of these duties and taxes will be necessary to release your package from customs.
Faults
As each piece of jewellery manufactured by Scarlett Jewellery Label is handmade to order, there will be small variations and differences between each piece. Slight variations in the colour of gemstones are not considered faults, as each gemstone is unique.
Gold can become scratched and marked during general wear. Scratches, marks, and texturization of metal due to general wear is not considered a manufacturing fault. If you feel your piece is faulty, please get in touch to have your piece of jewellery assessed. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Repairs
Repairs are assessed on a case-by-case basis. If you feel your piece of jewellery needs to be repaired, please get in touch. Depending on the specific repair required, you may incur a fee. This will be quoted to you before any work is undertaken. Please consult the Warranty information below.
Resizes
Most rings can be resized up or down several sizes. For straightforward resizes, the first resize is complimentary. On non-straightforward resizes, for example in the case of the ring needing to be sized up or down by more than four sizes, you will be charged a resize fee. This fee is calculated on a case-by-case basis. If you need to ship your ring back to have it resized, you will be responsible for shipping costs both ways. Rings with diamonds set all the way around cannot be resized.
Warranty
Scarlett Jewellery Label covers to cost of reasonable repairs for normal wear within six months from the date of purchase. Normal wear is defined by wear that is in line with our care guidelines, which are provided with your newly purchased piece.
It is important to note that once your piece of jewellery has been worked on my any other jeweller, Scarlett Jewellery Label will take no responsibility for issues arising with your jewellery, and your warranty will be voided. For this reason, please ensure all repairs, resizes, and cleaning is done by Scarlett Jewellery Label only.
It is important to have your jewellery assessed and checked once a year, by Scarlett Jewellery Label. This will ensure any issues with your jewellery are picked up quickly, and can be repaired. If you do not have your jewellery checked annually, we take no responsibility for issues that may arise over time.
For pieces that require repairs for issues that have arisen outside of normal wear, such pieces that show signs of misuse or accidental damage, repairs or will incur a fee. This fee will be dependent on the damage required. We will provide a quote and summary of repairs needed before undertaking any work.
It is strongly advised that you insure any valuable pieces.
We do not cover the cost of any missing or lost diamonds or gemstones, or lost jewellery.
