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.

Refunds Policy

For all online purchases, Rosendorff offers a simple 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, without alterations or adjustments.

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 prior with the receiving Rosendorff Team member. Contact customer.service@rosendorffs.com in writing to finalise your return process.

Note: Rosendorff will not exchange items that have been resized, altered or engraved, and Rosendorff Diamonds will not refund special orders or special commissions.

Rosendorff Diamonds will provide a refund if the goods are deemed faulty after assessment by the Rosendorff workshop, are not fit for purpose or do not match our description or sample. Items damaged by the client's ‘wear’ and/or ‘wear and tear’ are non-refundable.

Deposits made on special orders and special commissions are non-refundable.

All refund claims must be made within 30 days of purchase and accompanied by proof of purchase and all relevant certificates. All refunds are subject to the final approval of Rosendorff Management upon receipt. Pieces returned for refund are inspected and verified by our Quality Assurance specialists before processing. Values less than $5,000 will typically be processed within seven business days, and 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.

Shipping & Packaging for returns:

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.

Refund payments: Credit or EFTPOS purchases will receive credit to the original cardholder's account.

Rosendorff Diamonds Diamonds does not take responsibility for any jewellery altered outside our premises by a third party; such items cannot be returned for a refund or exchange.

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.

Payment Programs

No payment program options are available for online purchases, but they can be discussed via email, text, or phone with our sales specialists. 

Conditions for Special Orders (By appointment only)

A minimum deposit of 50% is required for all special orders and special commissions (not available for online purchases); however, we can discuss your personal needs at the time of sale (in-store by appointment). The 50% deposit is non-refundable. Special orders and special commissions cannot be cancelled once confirmed. If the client cancels a special order or special commission, all deposits paid will be forfeited. Final payments must be received and funds cleared before items are released. Items must be fully paid for within 7 days of completion unless Rosendorff has previously agreed to a payment programme.

Where the full 50% deposit is required but cannot be made on the day of purchase, the remaining deposit needed to reach the minimum 50% deposit must be paid within a pre-agreed time. Special orders or special commissions will not commence until 50% of the deposit has been paid in full. If payment is delayed, this may affect manufacturing due dates. Special orders or commissions will be cancelled if the 50% deposit is not paid in full within the pre-agreed time from the date of purchase.

Sizings and Alterations (By appointment only)

Rings that do not form part of any promotion or price reduction can be resized once, at no charge, at the time of purchase or within 12 months of the date of sale. This is subject to individual designs, as most rings can be altered up or down by three sizes. Some designs cannot be resized and may require remaking, in which case additional charges may apply.