FAQs
Frequently Asked Questions
1. How long does it take to process my order?
We typically process orders within 1 business day. You can expect to receive an email notification within 48 hours to let you know that your order is on its way.
2. What are the shipping options and rates?
We offer FREE standard shipping for domestic orders over $69 and flat rate shipping for domestic orders under $69 at a fee of $6.99. Orders are generally shipped within 2-7 business days using Australia Post's delivery standard. For international orders, shipping charges will be calculated and displayed at checkout, with delivery timelines ranging from 8 to 20 days.
3. Can I return or exchange an item?
Yes, we have a 30-day return policy. If you're not satisfied with your purchase, you can request a return within 30 days of receiving the item. Please ensure that the item is in the same condition as when you received it, with tags and in its original packaging. To initiate a return, please contact us at contact@detailsandcharms.com.
4. What if my order arrives damaged or I receive the wrong item?
If your order arrives damaged or you receive the wrong item, please contact us immediately with your order number and a photo of the item's condition on email address contact@detailandcharms.com. We will evaluate the issue and make it right on a case-by-case basis.
5. Do you offer international shipping?
Yes, we offer international shipping. Shipping charges for international orders will be calculated and displayed at checkout. Please note that you may be responsible for import duties and taxes imposed by your destination country.
6. How do I place an order?
You can place an order directly through our website by selecting your desired items and following the checkout process. We also accept custom orders via email or phone.
7. What payment methods do you accept?
We accept Visa, MasterCard, American Express, PayPal, and Afterpay for interest-free installment payments.
8. Can I change or cancel my order after it’s been placed?
Yes. Orders can be changed or canceled within 24 hours of placement. After this period, the order will be processed, and changes/cancel may not be possible.
9. Where do you ship?
We offer shipping across Australia and internationally. Shipping costs and delivery times vary based on your location.
10. How long will it take to receive my order?
Orders within Australia typically take 3-5 business days. International orders may take 8-20 business days. Custom pieces may take longer based on design complexity.
11. Do you offer express shipping?
Yes, express shipping is available for an additional fee at checkout. Delivery within 1-2 business days for Australian orders.
12. What is your return policy?
We offer a 30-day return policy on non-custom jewelry. Items must be unworn and in their original packaging. Custom orders are non-refundable.
13. How do I initiate a return?
To start a return, please contact our customer service team at contact@detailsandcharms.com. We’ll provide instructions on how to ship the item back to us.
14. Can I exchange my item?
Yes, exchanges are available within 30 days for items of equal or lesser value. Contact us for more details as contact@detailsandcharms.com.
15. How should I care for my jewelry?
We recommend storing your jewelry in a cool, dry place. Clean your pieces with a soft cloth and avoid exposure to harsh chemicals.
16. How can I reach your customer service?
You can contact us via email at contact@detailsandcharms.com. Our team will respond your email within 48 Hours.
17. Where are you located?
We are based in Melbourne, VIC, Australia.
18. Is my order covered by a warranty?
Yes, your jewelry comes with a 12-month warranty from the purchase date, covering any manufacturing defects. These may include clasp breakage, missing pave stones, loose diamonds, or loose prongs. Please note, the warranty does not extend to general wear and tear, scratches, stretched chains, lost items, or damage resulting from improper cleaning or storage.