FAQ's / Shipping Info / Returns Policy


RECOMMENDED ORDER CUT OFF DATES
 Please allow up to approximately 3 weeks for your order items to be made from scratch. Orders that have pre-made stock availability will typically be ready to ship in 3-5 business days.

Got a Question? Check below for information or we will happily reply to any queries should you not be able to find your answer, or if would simply like to confirm any details!
We aim to reply to our customers as soon as we possibly can, so if you haven't received a reply to your email within 24 hours, please message us on Facebook as well in case your email wasn't delivered.


Send your Email to:
ozbuddie@gmail.com - be sure to add our email address to your accepted and priority senders list so our reply can reach your inbox!

Social Media: Click the Facebook icon at the bottom on any of our website pages to send us a message. Hit the like button and/or follow our Facebook page to stay connected and up to date... You can also follow us on Instagram and Pinterest too!


SHIPPING INFORMATION - Please ensure your address details, email and phone number are typed correctly when you make your OzBuddie account and when you place orders!

Q: How much will shipping cost?

Australia Wide:  We offer Post Included by standard shipping with tracking on most of our items, so there is no more to pay at checkout for this shipping option!

Worldwide (Most Countries):  Postage is Included for all personalised/custom made jewellery pieces by standard shipping with tracking (as well as for most other items) to most locations worldwide! Some items may not be able to be shipped to certain countries with tracking.

International (Outside of Australia):  We also offer Post Included on international postage with tracking for most items depending on your location... It is difficult to determine exactly which items can be sent to which countries without us being charged additional postage fees.
- Should there be any extra postage charges whereby we are unable to send your item without incurring extra charges in excess of what we can reasonably cover, we will contact you by email to advise or alternatively you can message us to check before placing an order.
- Some items are unable to be shipped internationally with tracking, or if unable to be shipped internationally at all this will be listed as such within product information details.


Q: If there is no more to pay at checkout for standard post, why not just call it FREE SHIPPING?

FREE SHIPPING is a great marketing strategy to entice customers to make purchases, but shipping is never really FREE... (unless it truly requires payment of no kind between the sender and delivery company)... this is why you will typically find elsewhere that shipping costs are really just included in your purchase price for FREE SHIPPING offers and the so called "FREE SHIPPING" charges will be stated somewhere within a company's policy as being non-refundable and deductible from purchase prices should you make a return or exchange etc.

So here at OzBuddie, we decided we would prefer to 'name' it how it really is... Post Included! We have done it this way for a couple of reasons... it allows easier shopping for our customers to know that their purchase total is only going to be what shows in their cart with no guessing or surprise amounts of additional shipping charges applied at checkout (unless you select express post for applicable items)... and it makes it easier for us as well to not have to calculate item weights and shipping charges specific to individual countries, continents, regions or zones.  WIN WIN!!      


Q: I need Express Post, but I could not find this option for my item at checkout?

- At this stage our Website is currently set to offer Express Post option for applicable jewellery items only! This is largely due to our items being supplied by different business partners.
The 'Please Note' section of each product page will list whether Express Post option is applicable for that item and can be selected at checkout - any items not listed as applicable for express post within your order will be automatically shipped as standard 
- For a free quote of Express Post charges to your country for items not listed in product descriptions as being applicable, please message or email your list of order items to us and we will be happy to create a custom invoice for you.


Q: Will I be charged any Customs, Fees or Duties? 

- Customers are responsible to make sure that items ordered will be accepted entry into their country, and also responsible for any fees payable when items reach their destination - including, but not limited to customs fees, duties or taxes (if you are unsure, you can check this information with your local customs office).
- Items that are sent back to us or to our suppliers will not be eligible for refund, exchange or credit due to any reasons such as; incorrect address details supplied by you; acceptance of items not approved for entry into your country by your customs, or your refusal to pay your customs, taxes or duty fees to receive possession of your items; when your local post person has attempted delivery to your address but you were not home, and you have then not collected your item from your local post office location or made contact with your post office to arrange re-delivery - it is a good idea to know how long your post office will hold items for before they ship them back to sender.
- Items that are returned to us or our suppliers will require the customer to make payment of additional postage and handling charges before the items will be processed again for re-delivery.


Q:
How long will my order take to arrive / What date will it be delivered to me?


- Shipping typically takes between 7 to 28 business days, though may be more or less depending on items ordered, your location, your country's customs and postal system, during peak/holiday periods, stock availability etc.
- The 'Please Note' information found on each product page will give a better indication on approximate arrival times for each individual item.
- We would love to be able to give you an exact arrival date or assurance that your order will arrive for the date which you would ideally like it to... unfortunately we are unable to precisely predict how fast or slow shipping companies or customs offices will take to transit and process your items, delays may also occur which we are not able to foresee.
*OzBuddie is not liable for late or missing items - please email ozbuddie@gmail.com if you have concerns and we will be happy to assist with trying to locate your item. Post offices may take up to a few months to investigate missing item enquiries. In most cases, your country's local delivery company will require you (the recipient) to lodge a missing item case before they will try to locate your missing or late package.


Q: I ordered 2 or more items, but I have received only 1 item?

Because we partner with different suppliers around the world, some of your order items may be shipped individually and have different arrival times to each other. 


Q: How do I track my items?

Once your items are ready for shipping, you will receive an update to your inbox with tracking details and a clickable link to view tracking information. If you have a multiple item order with items shipped separately, you may receive more than one email update. The clickable link may take you to the website of your country's postal carrier who will be responsible for delivery to your door (we try to match this up for our customers convenience).


Q: I have received my tracking number, but why is there no available information?

Tracking information will appear when your items have been updated along the way during the transit journey. Information can take a few days for update processes to occur and be made available in the system for your viewing.


PAYMENTS

Q: Which payment methods are accepted?

Our website allows you to make the selection during checkout to make payment by;
PayPal which gives you the option to use your PayPal funds, your bank, debit or credit card.
- Your Credit or Debit Card via Shopify Payment gateway, powered by Stripe.


Q: How are my Payment and Personal Information Details protected?

Our website is backed by the security of a Level 1 PCI DSS compliant certification which gives the highest level of available protection to our payment systems from theft and breaches of cardholder information.
Additionally, our website is hosted by Shopify, the leading e-commerce platform giving 99.9% uptime and 24/7 monitoring for a secure infrastructure, plus the connection between your computer and website servers is encrypted with a 256-bit SSL Certificate to protect your sensitive data, allowing for protection at the same level of security used by banks!


RETURNS

Q: Can I return an item? We do accept approved returns where items are sent wrongly with major differences or are faulty on arrival -


I've received the wrong item/faulty on arrival - If the item sent is incorrect to what you ordered, then yes. Contact us immediately upon arrival of your items to discuss a return if there are any issues. Email your order number and description of the fault, along with clear photos or video.   

What is a major difference? - This is for example; where you ordered a size 5 ring, but you received delivery of a size 10 ring; or you ordered a necklace with a Green birthstone, but you received delivery of a necklace with a Purple birthstone; or you ordered a hat, but you received delivery of a pair of shoes.

Slight differences may occur from that of pictured references for; colours which due to lighting or device screen settings may vary in hue of lighter or darker or does not look as bright/or is brighter; difference in design parameters and positioning of stones or engraving as shown in pictures due to item size or method of production - these for example are not considered as major difference.

Personalised Jewellery or Engraved items are hand-crafted/hand finished and may present with some minor imperfections. Engraving is placed by hand, therefore positioning and alignment may not be 100% perfect like a typewriter.  These occurrences are not considered or treated as faults or major differences, but instead will additionally create more uniqueness to your one-of-a-kind piece! 

If authorised, your item will be exchanged/replaced to correct any errors that were made on our part.

Upon authorisation, and should we be unable to send you an exact replacement item, we will then give you the option after receiving your return to: 
a) refund your original purchase price (minus the original non-refundable included postage costs) - you may be able to claim your return postage costs to us through Paypal (subject to your country Paypal terms and conditions and option availability), or
b) give you store credit plus additionally credit you for your authorised return postage costs at the standard rate (Australian returns only - postage receipt required, excludes registered post fee).

Otherwise return shipping costs are at the expense of the customer.  Using registered post with insurance is an optional extra though highly recommended as we cannot process returns to give refund or store credit for items that simply don't arrive back to us, get lost, or become damaged during transit in the mail system.  

Returning your item as Registered Post/Sign on Delivery with transit insurance will cover any loss or damage caused and can then be reported to and compensation claimed from your local delivery service - keep your postage receipt in a safe location.

Authorised returns will require the item to be returned in re-saleable condition with any and all included accessories - unworn, untarnished, unaltered, in original packaging with any tags still attached and also unopened where ever applicable.


RETURNS - CHANGE OF MIND/EXCHANGE

We do not accept returns for refund or credit purely for change of mind reasons - including but not limited to customer errors for ordering wrong size or colour options.

At our discretion and depending upon items in question, we may authorise exchanges for change of mind reasons and customer errors for ordering wrong size or colour options (excludes Sale, Discounted, Clearance and Personalised items).

Authorised exchange amounts cannot be less than the original purchase price and items are excluded for exchange at Sale prices or with the use of discount vouchers. 

The process for authorised exchanges works a little differently here at OzBuddie...
To proceed with an exchange:
- Contact us first for approval clearly stating the items you want to exchange, your order number, and the items you would like in return.
- If approved, you will then receive an invoice to purchase your exchange items first so that your wanted items are secured to you whilst they are currently available.
- After purchase of your new items, re-package the return items to send back to us making sure that if the same delivery packaging is used, that you check all sides to remove or fully cover any original labels.
- Post your item back to us preferably with signature on delivery and insurance and keep your receipt safe and handy. This is highly recommended as we cannot process your returned exchange items to give refund or store credit if they don't arrive back to us, get lost, or become damaged during transit in the mail system. Returning your item as Registered Post/Sign on Delivery with transit insurance will cover any loss or damage caused and can then be reported to and compensation claimed from your local delivery service.  Return postage charges are at your expense.
- Provide us with confirmation and any tracking numbers for your returned items within 7 days of authorised exchange date - All returned exchange items must be received by us no later than 28 days from their delivery date to you.
- We will issue a refund minus the non-refundable included postage charges back to your original payment method once we receive your return items and upon inspection the items are assessed to be in re-saleable condition with any and all included accessories - unworn, untarnished, unaltered, in original packaging with any tags still attached and also unopened where ever applicable.

**Note that any promotional gifts received by you in relation to the purchase of a specific item you are returning, will also need to be returned in the same conditions stated in the above paragraph - if not returned, the regular retail value of any promotional gift items will be deducted from your refundable amount**

Return shipping of items is to be completed within 7 days of authorised exchange date - All returned exchange items must be received by us no later than 28 days from their delivery date to you. We reserve the right to disapprove refunds for items received after this time frame and treat the returned items as a cancelled order incurring a 25% cancellation fee (applied to the amount after deduction of the original non-refundable included postage costs), with the remaining amount being issued as a store credit for future purchase only.


RETURNS - SALE / DISCOUNTED / CLEARANCE ITEMS

We do not accept any Returns or exchanges for Sale, Discounted or Clearance items unless they are faulty on arrival or we sent you the wrong item.


RETURNS - APPLICABLE TO ALL

We do not accept returns for perishable or worn items, or worn items with visible signs of use, wear and tear or damage issues caused by normal use or unnatural treatment of your items. 
This includes, but is not limited to; clothing, underwear, swimwear, jewellery, sunglasses, fashion jewellery and jewellery that has a plated finish that will naturally fade/wear away. 


RETURNS - PERSONALISED ITEMS

Because Personalised items are made specifically for you, they are unable to be returned, exchanged, replaced or refunded (whether worn or unworn) - purchase prices do not include re-sizing, re-plating/re-tipping prongs, nor replacements or refunds for wrong size choice or after wearing for items damaged, wear or fade of plating, or stones that become loose/lost. All care and maintenance is of the responsibility and cost to the wearer, so please be sure to choose your items and sizing carefully.
Personalised Jewellery or Engraved items are hand-crafted/hand finished and may present with some minor imperfections. Engraving is placed by hand, therefore positioning and alignment may not be 100% perfect like a typewriter.  These occurrences are not considered or treated as faults or major differences, but instead will additionally create more uniqueness to your one-of-a-kind piece!


OZBUDDIE CARE POLICY

However, we do happily offer you our OzBuddie Care Policy which enables you to re-order your items at a discounted rate to our regular retail pricing if for any reason your item;
- is damaged (including worn/plating fade/tarnish issues) 
- if you lose your item, drop it down a drain, or it gets stolen/goes missing in transit when you choose the Included Trackable Post option
- doesn't fit because you ordered the wrong size
- you break it, warp it, or damage is caused in your wash machine or dryer
- or even if your item no longer fits due to loss or gain of weight

*Re-orders provided under these circumstances must remain exactly the same as the original piece - same design, stones, colours and engraving text etc - ring size is the only accepted change if you made a size choice error.
*If your item/specific design is unavailable for reorder, we may apply a discount to the regular retail price of a similar available item.
*Discounted amount is subject to our ability and discretion and will vary depending on item/design.
*Discounted amount applies to the items regular retail price (items may not be eligible to be discounted further than current Sale or Clearance prices). 
*Limit of 1 discounted re-order per original item.

Please contact us if you have any other questions or also check the
Personalised Jewellery, Plated Jewellery Info & Care Page    
OzBuddie Care Policy Page 
Engraving Info & Font Styles Page

FAQ's / Shipping Info / Returns Policy | OzBuddie ...