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Shipping Policy
Parcel Delivery Update
All online orders are dispatched from our showroom in Perth. Getting your order to you remains our top priority and our team is working as quickly as possible to respond to all email & phone enquiries.
To track the progress of your order, please refer to the shipping confirmation email – a tracking number has been provided there.
Shipping within Australia
We offer free shipping to all orders within Australia upto $2,499 and can take up to 5-10 working days. We offer Express and TNT shipping for value over $2,500, allowing your items to be delivered soon to you if its for an occasion or gift. In store collection on the same day at our Perth Showroom is available too.
Overseas Shipping
Where the shipping address is overseas (not within Australia), all shipping fees, customs fees, duties and import taxes are the responsibility of the purchaser not Rosendorff (the seller).
The Rosendorff Team will contact the purchaser to provide relevant shipping quotations.
Rosendorff cannot be liable for transit times.
Shipping & Packaging for Returns:
Items should be returned in their original product packaging, unworn, in perfect condition, and with all paperwork (such as diamond certificates, valuations and/or care guide booklets). Include a copy of your shipping confirmation email or order confirmation email in the package.
Online Customer Services
C/- R.D.J (add your order number here)
Shop 3, 640 Hay Street
Perth 6000
Western Australia
All shipping return charges must be pre-paid. 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 does not accept any responsibility for the returned item, until the item has been received by an authorised Rosendorff representative at the above address only and, after you have received notification of the successful delivery.
Alternatively you can return the item to Perth Hay Street Showroom in Western Australia by appointment only. Please ensure that you take a printed copy of your online tax invoice/ order fulfilment email to store to confirm your purchase details.
If you have any questions, please contact Customer Service team via email customer.service@rosendorffs.com. A representative will reply as soon as possible. Please include your best contact mobile number as we may use this for communicating with you.
Refunds Policy
For all online purchases, Rosendorff are offering a 30-day money back guarantee Rosendorff. Items purchased online can be exchanged or refunded within 30 days of purchase. Items must be returned in perfectly new condition, inclusive of all paperwork/receipts or certificates and without having had any wear, alterations or adjustments.
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. Rosendorff will not refund special orders and special commissions. Rosendorff will provide a refund where the goods are deemed to be faulty after assessment by the Rosendorff workshop, are not fit for purpose or do not match our description or sample. Items damaged by client ‘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 must be accompanied with 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 team before processing. Values less than $5,000 will typically process within 7 business days and over $5,000 typically process within 21 days.
Return shipping costs will be at the expense of the purchaser. Rosendorff will only pay for return shipping costs if the return is the result of our error or the item is defective.
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 confirmation email 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 pre-paid. 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 does not accept any responsibility for the returned item, until the item has been received by an authorised Rosendorff representative at the above address only and, after you have received notification of the successful delivery.
Alternatively you can return the item to Perth Hay Street Showroom in Western Australia by appointment only. Please ensure that you take a printed copy of your online tax invoice/ order fulfilment email to store to confirm your purchase details.
If you have any questions, please contact Customer Service team via email customer.service@rosendorffs.com. A representative will reply as soon as possible. Please include your best contact mobile number as we may use this for communicating with you.
Refund payments: Credit or Eftpos purchases will receive credit to the original cardholder’s account. Pieces are verified by our specialist team before processing. Values less than $5,000 will typically process within 7 business days and over $5,000 typically process within 21 days.
Rosendorff do not take responsibility for any jewellery that has been altered outside our premises by a third party; such items cannot be returned for a refund or exchange.
Exchanges
Rosendorff will exchange items within 30 days of final payment if returned in unused and unworn condition. Items must be in its original packaging and be accompanied by its original receipt, valuation, and any certificates where applicable. Rosendorff will not exchange special orders and special commissions. Rosendorff will not exchange items that have been resized, altered or engraved.
An item which is deemed to be exchangeable may be exchanged for another item of equal value. Rosendorff will provide a credit note valid for 3 months for the difference if the item is exchanged for an item of lower value. At the conclusion of 3 months the credit note will be void.
Payments for Purchase
Payments can be made only via the card options available online. American Express and Diners card payments will incur additional fees of 3% at time of checkout.
Payment Programs
No payment program options are available for online purchases.
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 time of purchase (in store by appointment). The value of the 50% deposit is non-refundable. Special orders and special commissions cannot be cancelled once confirmed. If a special order or special commission is cancelled by the client, all deposits paid will be forfeited. Final payments must be received and funds cleared prior to items being released. Items must be fully paid for within 7 days of completion unless a payment programme has previously been agreed to by Rosendorff.
Where the full 50% deposit is required but cannot be made on the day of purchase, the remaining deposit required to reach the minimum 50% deposit is to be paid for within a pre-agreed time. Special orders or special commissions will not commence until 50% of the deposit has been paid in full. This may affect manufacturing due dates if payment is delayed. 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 which do not form part of any promotion or price reduction can be resized once, at no charge, at the time of purchase or twelve months from the date of sale. This is subject to individual designs as most rings can be altered up or down by three sizes. Some designs are unable to be resized and as such may require to be remade in which case additional charges may apply.
A minimum sizing fee of $100 applies on items with reduced prices or those purchased online. Proof of purchase must be presented. Rings requiring resizing greater than three sizes up or down will incur a fee. Patterned, intricate or full circle diamond rings that cannot be resized and will have to recreated. Individual charges will apply. Clients are advised to consult customer service at customer.service@rosendorffs.com for further information.