Shipping Policy

Shipping Policy

All online orders are dispatched from our showroom in Perth. Our priority is ensuring your order reaches you promptly, and our team is working diligently to respond to all email and phone inquiries.

To track the progress of your order, please refer to the shipping confirmation email, which provides a tracking number.

Shipping Within Australia

We offer free standard shipping for all orders within Australia up to $2,499, which takes approximately 3-5  working days for delivery. For orders valued over $2,500, we offer Express and TNT shipping options to ensure timely insured delivery.

The in-store collection from our Perth showroom is also available for same-day pickup.

Overseas Shipping

For international shipping, the purchaser is responsible for all shipping fees, customs charges, duties, and import taxes. The Rosendorff team will contact you to provide relevant shipping quotes. Please note that Rosendorff cannot be held liable for transit times.

Returns: Shipping & Packaging

Items should be returned in their original packaging, unworn, in perfect condition, and accompanied by all relevant paperwork (e.g., diamond certificates, valuations, and care guides). Please include a copy of your shipping or order confirmation email within the package.

Note that all bracelets and necklaces are packaged with a seal and can not be returned if the seal is removed.

Return Address:

Online Customer ServicesC/- R.D.J (add your order number here)Shop 3, 640 Hay StreetPerth 6000Western Australia

All return shipping charges must be pre-paid by the customer. To protect against loss, we require returned items to be insured during transit (such as Australia Post's 'Extra Cover'). Rosendorff cannot accept responsibility for returned items until they have been received at the above address and you have received a notification of successful delivery.

Alternatively, items can be returned in person to our Perth Hay Street showroom by appointment only. Please bring a printed copy of your online tax invoice or order fulfilment email to confirm your purchase details.

If you have any questions, please email our Customer Service team at customer.service@rosendorffs.com. A representative will respond as soon as possible. Please include your best contact mobile number, as we may use it to communicate with you.

Refund Policy Online Orders

Our Refund Policy

For all online purchases, Rosendorff offers a 30-day money-back guarantee. Items purchased online can be exchanged or refunded within 30 days of purchase. Items must be returned in perfect new condition, including all paperwork/receipts or certificates and without having had any alterations or adjustments.

Australian Consumer Law Rights

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. You are entitled to a refund or replacement if goods are faulty, not as described, or not fit for purpose. For these statutory refunds, no processing fees will be deducted.

Change of Mind Returns

We understand that sometimes you may change your mind. For voluntary returns (change of mind), please note:

• Items must be returned within 30 days of purchase
• Items must be in perfect new condition with all original packaging, paperwork, receipts, and certificates
• No alterations or adjustments may have been made
• Credit card processing fees are not refundable on change of mind returns

When you receive a refund, the original credit card processing fee charged by our payment provider is not returned to us, and therefore cannot be refunded to you. This fee typically ranges from 1.75% to 2.9% of the transaction value depending on the card type used.

Refund Policy Exclusion for Sale Items

All items purchased during special sale events and discounted at 40% or more are not eligible for returns, exchanges, or refunds. This policy is in place to facilitate the clearance of items during significant sales. If you have any concerns about your purchase, we encourage you to contact us before finalising your order. We can provide a 24-hour consideration period after you receive your item to ensure your satisfaction. For all other reasons, your statutory rights remain unaffected.

Returns should be discussed and agreed upon prior to the receiving Rosendorff Team member. Contact customer.service@rosendorffs.com in writing to finalise your return process.

How to Request a Refund

To initiate a return or refund, please contact us with your order details. We'll guide you through the process and provide return instructions.

Items should be returned in their original product packaging, in perfect, unworn condition, and with all paperwork (such as diamond certificates, valuations, and/or care guide booklets). Include a copy of your shipping or order confirmation email in the package.

Online Customer Services
C/- R.D.J (note your order number)
Shop 3, 640 Hay St Mall
Perth 6000
Western Australia

All shipping return charges must be prepaid. We cannot accept C.O.D. deliveries. We require that returned items are insured during delivery (such as Australia Post ‘Extra Cover’) to safeguard against loss. Rosendorff Diamonds does not accept any responsibility for the returned item until the item has been received by an authorised Rosendorff representative at the above address and you have received notification of the successful delivery.

Alternatively, you can return the item to the Perth Hay Street Showroom. Please take a printed copy of your online tax invoice/ order fulfilment email to the store to confirm your purchase details.

If you have any questions, please email the Customer Service team at customer.service@rosendorffs.com. A representative will reply as soon as possible. Please include your preferred mobile number, as we may use it to communicate with you.

Pieces returned for refund are inspected and verified by our Quality Assurance specialists before processing. Values under $5,000 will typically be processed within 7 business days, and those over $5,000 will typically be processed within 21 days.

Return shipping costs will be at the purchaser's expense. Rosendorff Diamonds will only pay for return shipping costs if the return is due to our error or a defective item.

If you have any questions about our refund policy, please don't hesitate to reach out to our team.

Exchanges

Rosendorff Diamonds Diamonds will exchange items within 30 days of final payment if returned unused and unworn. Items must be in their original Packaging and be accompanied by their original receipt, valuation, and any certificates where applicable. Rosendorff Diamonds Diamonds will not exchange special orders and special commissions. Rosendorff Diamonds Diamonds will not exchange items that have been resized, altered or engraved.

An item that is deemed to be exchangeable may be exchanged for another item of equal value. Rosendorff Diamonds will provide a credit note valid for 3 months for the difference if the item is exchanged for a lower-value item. After 3 months, the credit note will be void.