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Shipping & Returns

 

PLEASE CONSIDER OUR ENVIRONMENT & CARBON FOOTPRINT OF ONLINE SHOPPING & RETURNS. 

PRODUCTION

Each piece is handcrafted-to-order and dispatched from Sydney, Australia. Please allow 2-3 business days for the products to be made before shipment. To expedite your order to be posted within 24 business hours use our "Prioritise my order + Express" shipping option.

Pieces may appear slightly different from the items shown online due to natural formations and their handmade nature.

Any single item valued at over $120 will come in our signature jewellery boxes. If the total value of an order is valued over $120, we will combine two or more items into one box. Single items under $120 in value will come on a jewellery card with a microfibre pouch.

SHIPPING 

Once an item is shipped, we sadly no longer have any control over your package. But if your package is lost in transit or arrives damaged, we will assist you to the best of our ability. Unfortunately, we are unable to refund for packages late in transit as Australia Post does not offer such a guarantee.

We are unable to compensate or refund for stolen packages or any uncollected packages that have been confirmed as "delivered" by the relevant postal company as the insurance is no longer applicable.

All our packages are marked with "Authority to Leave" where possible or will be taken to your nearest depot for collection. If uncollected, the parcel will be returned to The Traveller Series. You may request a resend, but this will incur a re-delivery fee payable by you.

Deliveries outside of Australia may incur customs or import taxes. Unfortunately, we are not responsible for any additional fees as they are out of our control. Please refer to your country's policy for further information. 

 

CUSTOMER RESPONSIBILITY

Please make sure you enter the correct delivery address, which must include a secure place to leave your parcel. Kindly note that once your order has been placed online, we are unable to make amendments to your product or delivery details. You are advised to check your Traveller Series item as soon as it has been delivered. 

Alternatively, if you have any queries about placing an order or about an order you have received, please contact our team.

 

RETURNS 

Our item(s) come with guarantees that cannot be excluded under the Australian Consumer Law.

If any item(s) are damaged and is not of acceptable quality, we will meet our statutory obligations to provide a remedy, however, the Traveller Series is not required to provide a refund if you change your mind about a particular purchase, so please choose carefully.

Only items with their tags still attached may be returned; returns without tags will not be accepted.

A major failure with goods is when:-

  1. a reasonable consumer would not have bought the goods if they had known about the problem;
  2. the goods are significantly different from the description, sample or model shown;
  3. unfit for their normal purpose and cannot be easily made fit within a reasonable time;
  4. goods are unsafe.

The goods will not be of acceptable quality if such goods:

(a) are not fit for all the purposes for which goods of that kind are commonly supplied;

(b) are not acceptable in appearance and finish;

(c) have defect(s);

(d) are unsafe; or

(e) are not durable.

If an item assessed by Traveller Series is deemed to have a major failure, you have the rights to exchange, replace, ask us to repair or issue an online credit or refund, provided that the product is returned within 14 days with proof of purchase.  If your product is not of acceptable quality or is different from its description or sample, you may be eligible for an exchange, refund, online credit provided that the product is returned within 14 days with proof of purchase or any drop in the value of the product (if you choose to keep it).

Item(s) returned must be in their original sale condition (unworn and unused with all original packaging and labels). The return postage is covered by the customer, who is vested with the responsibility to ensure that the returned parcel is delivered to us safely.

We may impose fees payable by you in relation to any repair/service not covered by the guarantees under the Australian Consumer Law.

The guarantees does not cover loss, theft, changes in appearance due to use, gradual degradation due to use, damage, accidents, alteration, and breakage due to wear and tear, improper repairs performed by someone else, or improper use or storage by you, of your Traveller Series item.

All bespoke pieces (engraved after purchase), gift cards, custom pieces are final sale, meaning returns or exchanges are not accepted unless there is a major failure or if not of acceptable quality.

You must retain receipt as proof of purchase, reply to your order confirmation email within 7 days of delivery, provide us with a photo of the item(s), return the item (s) and the damaged packaging to us within 14 days of receipt, if making any claims above.

Please note: Due to health and hygiene regulation and practices, we are unable to give exchange(s) or refund(s) on earrings, pierced jewellery and used hair accessories.

 

PRODUCT EXCHANGE DUE TO INCORRECT SIZING PROVIDED BY CUSTOMER

Product exchanges due to sizing requested after 7 days of delivery may incur a $15 restocking & labour fee which covers the ultrasonic cleaning, disinfecting and surface resealing so as to render it safe-to-wear for the next customer.

Our eco-friendly satchels are re-usable for this purpose. Using a tracked and insured option is strongly recommended. The returned items must be in their original condition and original packaging. The return postage is covered by the customer, who is vested with the responsibility to ensure that the returned parcel is delivered to us safely.

 

SALE ITEMS

Sorry, we do not offer refunds or online store credits for sale items under any circumstance except for where the item was defective at the time of dispatch, the item is not of acceptable quality or covered under guarantees of the Australian Consumer Law.

 

RIGHTS OF GIFT RECIPIENTS

People who receive goods as gifts have the same rights and responsibilities and are entitled to the same remedies as the buyer who bought the Traveller Series item directly.

 

THANK YOU

As a small business, we are not at the stage yet where we can accept returns for personal reasons, change of mind or if you have not read our shipping & returns policy prior to purchase.

However, if you feel like we have truly made a mistake, kindly contact us and we will endeavour to resolve the issue.

Thank you for supporting a female, employee-owned, Australian small business.

 

Should you have any further queries, please do not hesitate to contact our office.