ZSMD0106

SHIPPING   

All goods are shipped door to door.    
Australia wide, goods are shipped with Team Global Express, and all international shipments are shipped with FedEx. All shipments are insured by Xemplare until signed for by the recipient.    
Detailed tracking information will be provided to monitor the progress of your shipment.

ORDER MODIFICATIONS

If you wish to change or modify your order, please do so within 24 hours of having placed your order. After 24 hours the order will be in production.

ORDER CANCELLATION   

If any order is cancelled within 24 hours of being placed, there will be no costs incurred.    

Payment will be refunded to the same source of the payment.   

After 24 hours the items/s will be within our shipping or manufacturing process and no refund will be possible.   

RETURNS AND MONEY BACK GUARANTEE   

Finished Jewellery – Ready to Ship only   

Once the goods have been delivered there will be a two-week grace period where the goods can be returned for a full refund less the outgoing freight charge. Refunds will be to the same credit card or bank account used for the initial payment.   
To be eligible for a refund, returned items must be in original, unused condition, the same as when delivered. All original packaging and documentation must be included. Any damage, wear, or missing components will void the refund guarantee, and the goods will be returned to the customer.   
This guarantee is only applicable to items that are tagged “Ready to Ship” Any item that is a special order (specially manufactured) is not covered by the money back guarantee.   
 

Loose Diamonds   

Loose diamond purchases will incur a restocking fee of 5% of the purchase price if the goods are returned.   
Returned goods must be in the same condition, as when they were delivered. Goods must be returned in the same original packaging including all paperwork. Any signs of wear, damage, or missing documentation will void the guarantee, and the item will be returned to the customer.    
If a loose diamond is purchased and then used for a special order, there is no money back guarantee.    
  

Important Note:  

To mitigate the risk of returns of finished items or special orders we supply the purchaser with accurate specifications, renders and video in the same way the data is presented on our website.     
We are also available to give expert advice and provide transparent education in advance of the purchase.     

INSURANCE   

All Australia wide and international FedEx shipments are covered by our insurers until signed for by the purchaser. Any return goods. i.e. goods are being shipped back to us will need to be insured by the shipper until signed for by Xemplare or one of their representatives.   

RETURN SENDINGS - Australia Post or Startrack Only

Please return the goods to: 

XEMPLARE 

PO Box 505 

St Ives, NSW, 2075 

AUSTRALIA  

If you need any assistance, contact our customer service team at info@xemplare.com who will guide you through the process. 

Note: You are liable for the insurance on the return shipment until it has been received by Xemplare. If you are unable to insure the parcel, we can do it for you at a cost of AU$25 Australia wide or AU$100 for any international return. Please advise us prior to the return shipment being made. This will then be deducted from the refund.