FAQ

Below, we have answered some commonly asked questions.

If you don't find the answer you are looking for please feel free to call us on 03 448 8802 or use our contact form to send us a message and we will reply as soon as we can!

My Account

How do I register?

You don’t need to create an account to order from us but it does help to keep track of your orders.

As long as you have a valid email address, you can head over to our registration page. You’ll also be kept up to date with the latest news, offers and product launches.

How do I change my account details?

It's easy to make changes to your details, whether it's your contact information, password or address book.

Log in to your account and you will see a range of options under 'My Account Information’ and ‘My Address Book’.

I have forgotten my password, what should I do?

Don’t worry, if you visit our Login page and select 'Forgot your password?'. Enter the email address registered and we will send you instructions on how to get this reset.

If you can’t remember the email address you used to create the account, get in touch and we’ll be happy help you out.

How do I unsubscribe to the newsletters?

We hope you enjoy receiving our newsletters, but if you decide you no longer wish to receive them simply click the unsubscribe link at the bottom of any of our newsletter emails.

Ordering

Is it safe to order on your website

Sensitive information such as your name, address and card details are encoded so they can only be read on our secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

We use industry standard data protection and SSL encryption to protect and store your details.

Security checks are also made on all transactions, to ensure the authenticity of each card payment.

All ordered items are sent through the Track & Trace CourierPost service and require a signature on delivery. All items are also insured throughout the full delivery process.

Are all your items genuine?

Yes, we pride ourselves on our sound reputation, having traded for over 150 years. We are members of the Jewellery Valuers Society (JVS), Jewellers and Watchmakers of NZ (JWNZ) and Nationwide Jewellers.

All items over the value of $NZ1,500 come with a complimentary insurance valuation from our in-house GIA certified appraiser.

We are licensed & authorised dealers for all the brands on our website and guarantee their authenticity.

Do you provide a warranty?

Most of our jewellery products come with a 1 year manufacturer warranty. This guarantees the quality of the manufacturing excluding general wear and tear. Many jewellery items are delicate in nature so we recommend treating them with care and have them checked regularly to ensure they last. Our team can help with any advice.

Watches come with a minimum of 2 years warranty depending on the brand and model, excluding wear and tear. We recommend checking with our team to see if your watch requires regular servicing to get the most from your timepiece.

How do I place an order?

It's easy to place an order with us. You can either login to your account or begin browsing our range.

Once you have found a product you want, you will need to click 'Add to cart' or 'Buy it now'. This places the item in your shopping cart. You can either carry on shopping or click the ‘Bag’ icon at the top right of the screen.

Once you have all the items you want in the Shopping Cart, click the ‘Continue to checkout’ button at the bottom of the screen.

You can choose to have the item delivered to your address or pick up from one of our stores.

Fill in your contact details and shipping address and then press 'Continue to shipping' at the bottom of the screen.

If you have a discount code then enter it into the 'Discount code' box and press apply.

On the Payment page select your prefered payment method and enter your details.

Before you place the final order just check everything is correct. We will then send you an email letting you know we’ve received your order and another email with tracking information as soon as the order is on its way.

Can I make changes to my shopping cart?

Yes, click on the bag icon at the top of the page and you will be able to see the item(s) you have added so far.

Use the + button to add more of the same items (depending on what’s in stock), or the – button if you have selected too many. If you want to remove an item completely then click the ‘bin icon’ button on the right hand side.

Can I make an order over the phone?

Yes! See our contact page to call one of our stores directly and we’ll be happy to help.

Can I place an order to a different address?

Yes, your delivery address is chosen at the checkout stage and you can enter any address you wish for your order to be delivered to.

All our items are shipped ‘Signature Required’ so make sure wherever you send it, someone will be home to sign for the courier package.

How will I know when my order has been dispatched?

We'll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

What is the status of my order?

We’ll keep you informed of your order status through email. We will send you a dispatch email with tracking information as soon as your order is on the way.

If you have an account with us, it makes it easy to keep track of all your orders. Once logged in, you will see each individual order that you have placed with us. Select the one that you want and you will be provided with all the details you need about that order.

How do I cancel my order?

We are sorry to hear you would like to cancel your order.

If there is anything we might be able to do before you cancel, then please contact us to see if we can help.

If not, if you have an account with us, then log in, select ‘My Orders’ from the options and select the order that you wish to cancel. You can choose to cancel individual items or the whole order.

We will send you an email within an hour to let you know if the cancellation worked.

If it fails, this is because the order has already been processed and is ready to be sent. Items that are in stock are processed quickly as we want to get products to our customers as soon as possible. If this is the case, then please visit our Returns Policy to help you get the order back to us instead.

Can I make changes to my order?

Once your order has been placed and is shipped, we cannot make any changes to it, such as adding or removing products from the order.

If your order hasn’t been shipped, then we may still be able to make changes. Get in contact with us as soon as you can and we’ll try to help.

I have received a faulty item. What should I do?

We take pride in the quality of our products so we are sorry to hear you have received a faulty item. Please get in contact with us so we can look into this for you.

To speed the process up, it would really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.

1. Order Number

2. Product Name

3. Details of the fault

4. Images that support the fault, if applicable

I have received the wrong item. What should I do?

We are really sorry to hear you have received the wrong item, sometimes things can go wrong but don't worry as we can help. Please get in contact with us over phone, email or through your account.

We will need to know the following information so that we can fix this for you:

1. Order Number

2. Incorrect item received

3. The correct item ordered

As soon as we have looked into what went wrong, we will let you know what we plan to do next and send you an email confirmation.

I have received a damaged item. What should I do?

We take pride in the quality packaging so we are sorry to hear you have received your order damaged.

Please do not throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again in the future.

We take every care to ensure your delivery arrives exactly as we sent it, however things can sometimes get damaged in transit. So that we can look into this for you, please contact us as soon as possible to tell us more ensure our team can help.

There is an item missing from my order. What should I do?

Occasionally we ship items separately to make sure that any delayed items do not hold up the rest of the order, especially during busy periods.

It is therefore possible that the missing item may be on a separate shipment.

Your dispatch confirmation email will list the items that have been sent. If the missing item is not listed there then you will need to allow longer for it to be delivered. Expect another email to confirm when the shipment is on the way.

If the item has been sent, then please contact our team via phone, email or your account.

Payments, gift vouchers and discounts

What payment methods do you accept?

We currently accept all the major New Zealand payment methods including Visa Debit, VISA, Mastercard and Paypal.

We also accept services such as Afterpay, Laybuy and Zip Pay on most items. These credit limits are set by the provider so check what options are available when browsing the product details.

Interested in making a larger purchase? We understand that some items are investment pieces, or accompany important moments in life. Our team is happy to help discuss what payment options are available so please get in touch.

Will I be charged GST?

All prices on the website include New Zealand GST.

What currency can I use?

All prices and transactions on the website use New Zealand Dollars (NZD).

When will I be charged for my order?

You will be charged the full cost of the order as soon as the order is placed successfully.

The item I purchased is now on sale, can I get the difference refunded?

Like many retailers, we offer sales and offers to coincide with seasonal periods.

If you have recently purchased an item that is now at a reduced price, unfortunately we are unable to refund the difference automatically.

If your purchase was within the return period, you can however, return the item for a full refund and re-order at the sale price. Please read our returns policy to ensure you understand the terms for refund.

Please note, items sell quickly during discount periods so we cannot guarantee the same item will be available when you go to re-order.

How do I use a discount code?

Once you have found all the items that you want then click the bag icon in the top right of your screen, and start the checkout process. On the payment screen of the checkout, you will see a box located on the right side above the ‘Select your payment method’ which says 'Apply Gift Voucher’.

Enter your code in this box and click ‘Apply’. You should see the discount applied. We suggest copying and pasting the code if possible to avoid typos!

If you have any problems entering the your Gift Voucher Code then get in contact with our team and we’ll be happy to help.

Why is my discount code not working?

We are sorry to hear your code isn’t working, you will need to check that you are not trying to use more than one code per order and that your item isn’t excluded from discounts.

Some codes can only be used once or are valid for a certain period. We suggest copying and pasting the code if possible to avoid typos!

If you have any problems entering the code then you can contact us for assistance.

Delivery

What do I do if I have not received my order?

We will send you an email as soon as your order is on the way. All orders use CourierPost Track and Trace so you can use the tracking link provided in your email or located in your account to check where your order is.

You can also track your delivery at https://www.courierpost.co.nz/track/track-and-trace/ or call CourierPost on 0800 268 743 using the track and trace number from the email within NZ.

Have you checked for any delivery cards? You may not have been home so your parcel might be at a local depot.

If you do need to report your order as lost or you are worried about information on the tracking then please contact us via phone, email or through your account and we’ll be happy to help.

How much does delivery cost?

Within New Zealand
We offer free shipping (on applicable orders) for online orders over $150.

For orders under $150, shipping is a flat rate of $10 New Zealand wide.

All orders are sent via CourierPosts ‘Track & Trace’, ‘Signature Required’ service.

We offer free shipping (on applicable orders) with the understanding that the customer will keep the goods purchased. Should you choose to return your full priced order for a refund, we will retain the original shipment costs incurred.

Australia
All orders are shipped at a flat rate of $NZD60.

All orders are sent via CourierPosts Standard International ‘Track & Trace’, ‘Signature Required’ service.

How long will it take for my order to be delivered?

We want to get your item to you as fast as possible.

Orders placed before 2pm during weekdays (Monday-Friday) are dispatched the same day. We do not dispatch orders after 2pm Friday until the next Monday, or on a working day if there is a public holiday to avoid parcels being in transit during weekends unnecessarily.

Shipping typically takes 1-2 working days but may take longer to rural areas. Please check the CourierPost website for more information and be sure to track and trace your parcel once dispatched for the most accurate delivery estimates.

Every effort will be made to deliver the goods as soon as possible after your order has been accepted. However, we will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this case, we will inform you as soon as possible.

What happens if I am not at home to accept my delivery?

Don't worry, if you are not home to sign for your package then you should receive a calling card. This card is from the courier and lets you know where your parcel is and how you can collect it.

Do you ship internationally?

We currently ship to New Zealand & Australia.

We do not offer shipping to other standard destinations at the moment, but you are welcome to contact us to enquire.

What courier provider do you use?

For New Zealand orders, we use CourierPost Express ‘tracked’ and ‘signed’ for service (1-2 working days).

For Australian orders, we use CourierPost International ‘‘tracked’ and ‘signed’ for service (2-8 working days).

Refunds & Returns

What is your returns policy?

Please refer to our returns policypage for more information.

If you still need help or have any further questions then please get in contact.

How do I return an item?

We try not to make things complicated for you, log in to your account to contact our Customer Service team and they’ll do the rest.

You will need to tell them the reason for the return so they can choose the best option for you.

Please refer to our returns policypage for more information.

What to do if my order is faulty/damaged?

We are sorry to hear you have received a faulty/damaged item. We would be more than happy to get this sorted for you. In order for us to do this, please get in contact with our team.

Please do not discard the item. We will probably need you to provide images of the fault and describe the fault on your message, this way we can resolve this as quickly as possible for you.

Can I return a product if I no longer want it?

We want all of our customers to enjoy their products so if you have not worn or used your item, and are not happy with your order then you can send it back to us.

All we ask is that you let us know that you do not want the order within 10 working days of receipt and make sure the products have not been used or warn, and any labels are still intact, once you have obtained your RAN (Returns Authorisation Number) you will then have a further 14 days to return your item.

To get the order back to us safely please use a tracked and insured postal service.

You can also refer to our returns policy page for more information.

What happens once my item is returned?

As soon as we receive your order we will review the reason for return and let you know what we plan to do next.

You should receive an email or phone call confirming any action taken.

When will I receive my refund?

Your refund should be returned to your account within 5 working days and we will send you an email to let you know it's on its way.

If you do not receive your refund and it has been 10 working days since you received our email, then get in contact and our team will assist you.

Website

Where can I find your Terms and Conditions?

Please refer to our terms & conditions page.

What is your Privacy Policy?

Please refer to our privacy policy page.

Why am I having problems accessing the checkout?

If you are having problems accessing the checkout or any part of our website, then please get in contact with our team straight away so we can assist you.