Shipping and Returns

 

Unless specified, all jewellery is handmade to order in our Melbourne studio.
Ready-to-ship items will be posted within 7 business days. For all made-to-order pieces you can expect your order within 2-3 weeks after ordering. If you require something sooner or by a certain date please contact us and we will do our best to assist you.

Personalised rings and pieces that require stone setting or engraving can take up to 4 weeks after ordering due to varying processes involved in their manufacture. At times these processes can be delayed which interrupts production out of our control. Please consider this when purchasing.


Australia Over $200 Free
Under $200 $10.00
New Zealand Over $200 Free
Under $200 $15.00
Rest of World Any $30.00


DOMESTIC - AUSTRALIA/NEW ZEALAND
All orders within Australia are sent express. Free express shipping is only offered for orders over $200.
For orders under $200, flat-rate shipping is $10 within Australia and $15 to New Zealand.

 

INTERNATIONAL - REST OF WORLD
Flat rate shipping for the rest of the world is $30.

Given the changeable nature of international logistics, I recommend checking Australia Post’s latest international delivery disruptions and service updates here: https://tinyurl.com/yo52woqg

Updates are broken down by global region and expand on any Force Majeure or other restrictions to service. 

United Kingdom (including Northern Ireland):

Gifts:

The United Kingdom admits private gifts intended for the personal or family use of the addressee free of duty and VAT up to a value of £39.00.

In addition to our customs forms, authorities in the destination country, territory or region require further documentation for some items. For further details, customers should refer to the United Kingdom page in our International Post Guide.

For items being sent to the United Kingdom, please note:

Articles valued over £2,000 will include an invoice in addition to the standard customs forms.

For best delivery results, packets and parcels addressed to a PO Box should also include a street address, as advised by UK postal authorities. Note: EMS articles cannot be sent to a PO Box.

      

United States of America:

Import Duties and Administration & Handling Fee:

When sending gifts valued over USD $100.00 or other goods, as the sender I am required to pay import duties and an administration and handling fee at the time of postage assessment. This will be calculated as part of the shipping costs and you will be advised before checkout. 

Import Duty is calculated based on the item details provided in the parcel’s contents declaration and in accordance with U.S. Customs and Border Protection (CBP) requirements. These duties are payable to CBP.

Import Duty does not apply to:

Gifts valued under USD $100.00.

Important: Items valued at USD $800.00 or more will have duties payable by the receiver.

Because my integrated carrier Australia Post collects these duties and remits them to a Qualified Party authorised by CBP, an administration and handling fee will also apply.

This fee covers the cost of processing and remitting duties as required by CBP and is consistent with global postal practices.
The administration and handling fee consists of:

- A percentage of the dutiable amount.
- A flat fee.

 

IN-STORE PICKUP
If you select in-store pickup, we will contact you once your piece is ready to collect. We will then arrange a time with you that is convenient for you.

Please note the collection address is:
The Nicholas Building
Studio 03, Level 06
37 Swanston St
Melbourne VIC 3000

If you have any questions regarding in-store pickups please contact us at hello@undergroundsundae.com

 

LOST ITEMS
If your item is lost or arrives damaged, please contact US within fourteen days from confirmation of dispatch. We will do our best to provide any assistance with tracking the item and claiming insurance.

Please note that we are not liable for and will not replace or pay compensation for loss of, or damage to, items we send if:

The item is seized by customs or any other government agency
The item is sent to a country where no postal or courier service exists
The loss or damage is the result of an event beyond our reasonable control
The loss or damage occurs during transit
The loss or damage occurs after delivery
The item was authorised to be sent without tracking or signature on delivery

 

RETURNS
Because the majority of our pieces are handmade to order, we cannot accept returns or offer refunds for change of mind. However, if you are unhappy with your purchase, please contact us and we will do our best to provide a satisfactory solution for both parties.

 

CONTACT US
If you have any questions please feel free to contact us via email at hello@undergroundsundae.com