shipping and returns

All items within Australia are sent express.

Unless specified, all jewellery is handmade to order in our Melbourne studio. You can expect your pieces within 1-3 weeks after ordering.

We do carry some pieces in-stock, and in that case your piece will be shipped within 2-3 days. Please contact us if you require by a certain date.

All prices are shown in AU dollars and are shipped from Australia.

Domestic (NZ and Australia)

Free express shipping is only offered for orders over $100 if you use the code #SHIP100 at checkout. If your order is over $100, but you neglect to use the free shipping code, we are unable to reimburse you for shipping.

For orders under $100, flat-rate express shipping is $15 within Australia and New Zealand.  

International (Rest of the world)

Flat rate shipping for the rest of the world is $30.

In-store pick up

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 both parties. Please note our address is:

The Nicholas Building
Studio 12, Level 7
37 Swanston St
Melbourne VIC 3000

If you have any questions about 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 after delivery
The item was authorised to be sent without tracking.

Returns

Because the majority of our pieces are handmade to order, we cannot accept returns 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.

Repairs

We will repair any manufacturing fault at no cost within 6 months of the purchase date. Proof of purchase is required.

Manufacturing faults do not include:

Chipped, cracked or broken gemstones
Broken chains
General wear and tear including rings that have bent out of shape or oxidised
Plating that has worn off - please note we can re-plate pieces for a fee.

If you would like any of the above repairs made, we can assess the damage and will let you know the cost before proceeding. Any item that was purchased outside of the 6 month warranty period will be charged for repair/replacement.

Contact us

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