If you have any questions that aren’t covered in the FAQs, please don’t hesitate to get in touch. You can email me directly at nadine@designbay.com.au or complete the form below and I will respond to you within 48 hours.
Shipping & Returns
1. Shipping
All inspirational Design Bay rings come with complimentary shipping and can be delivered anywhere in Australia. For peace of mind, all shipments are delivered via tracked Express Post.
Custom Rings from Our Collection:
Design Bay rings are unique and are made to order, so please allow between 13 and 17 business days from the date of order confirmation.
Rings Incorporating One-of-a-Kind Gemstones:
For rings that incorporate unique, one-of-a-kind gemstones, which need to be individually sourced, we are unable to provide an exact timeframe due to the nature of the sourcing process. However, we assure you that we will make every effort to deliver these custom-made rings as quickly as possible.
Order Confirmation:
Once an order is placed for a custom-made ring, you will receive an order confirmation that includes the details of your purchase and an estimated delivery date. Please review the confirmation carefully to ensure accuracy.
Communication and Updates:
Throughout the production process, we will maintain open lines of communication with you to provide regular updates on the progress of your custom-made ring. Our team will promptly inform you of any unexpected delays or changes to the estimated delivery timeframe.
Expedited Delivery:
While we strive to complete and deliver all custom-made rings within the specified timeframes, we understand that there may be instances where customers require expedited delivery. If you have special time constraints, please contact us, and we will do our best to accommodate your request.
Shipping and Tracking:
Once your custom-made ring is completed, it will be shipped to the address provided during the ordering process. We utilise reliable shipping methods to ensure the safe and secure delivery of your purchase. Additionally, we will provide you with a tracking number, allowing you to monitor the progress of your shipment.
International Orders:
For international orders, please note that customs procedures and shipping times may vary. We will provide an estimated delivery timeframe specific to your location upon order confirmation. However, please be aware that customs delays and import duties, if applicable, are beyond our control and may affect the overall delivery time.
Customer Satisfaction:
Our ultimate goal is your satisfaction with the custom-made ring you receive. If you have any concerns or inquiries regarding your order or delivery timeframe, please don’t hesitate to reach out to us. We are committed to addressing your questions and resolving any issues promptly and efficiently.
If for any reason your Design Bay ring does not arrive within 5 business days of the expected delivery date, it is your responsibility to inform us via email so we can make enquiries with the courier to ensure your inspirational ring is delivered as soon as possible and you are notified of a revised delivery date. Design Bay Jewellery will not be held liable for any loss or damage as a result of a late delivery. It is highly unlikely that your Design Bay ring is lost in transit, however if your ring does get lost, an inquiry will be made with the courier. It is up to the discretion of Design Bay Jewellery as to whether or not a replacement ring will be sent out at our expense. If an incorrect delivery address is entered at the time of ordering, Design Bay Jewellery is not obliged to cover the cost of a new ring.
Design Bay Jewellery handles returns and processes refunds in accordance with the Australian Consumer Protection legislation. This Returns Policy (“Policy”) applies to purchases made from Design Bay Jewellery through our online jewellery store at https://designbay.com.au. The expressions “we,” “us,” and “our” refer to Design Bay Jewellery.
2. Returns
Design Bay Jewellery handles returns and processes refunds in accordance with the Australian Consumer Protection legislation. This Returns Policy (“Policy”) applies to purchases made from Design Bay Jewellery through our online jewellery store at https://designbay.com.au. The expressions “we,” “us,” and “our” refer to Design Bay Jewellery.
2.1. Change of Mind Returns
As our rings are custom made to specific specifications, we do not offer change of mind returns. However, we value customer satisfaction, and if you are not 100% happy with your purchase, we will make reasonable efforts to accommodate necessary alterations to ensure your satisfaction. The cost of such alterations will be borne by you at the cost price for making the requested changes. Please note that this does not cover scenarios where the customer has chosen an incorrect ring size.
2.2. Feedback and Customer Dissatisfaction
We believe in the quality of our bespoke rings and strive to provide excellent products and services. If, for any reason, you are not satisfied with your purchase, we would love to hear your feedback. Please contact us via email, the contact page on our website, or any available contact method, and provide a detailed explanation to let us know why you are not satisfied. Your honest feedback will help us improve our service and product offerings.
2.3. Faulty Product Returns
In accordance with your rights under the Australian Consumer Law, if the item is faulty or does not meet your specifications, we will rectify the situation. Every ring undergoes thorough inspection before dispatch, but in the unlikely event that your ring is faulty or not as specified, you are entitled to a full refund.
2.3.1 Eligibility: Faulty product returns are accepted within 14 days of delivery.
2.3.2 Conditions:
2.3.2.1. The ring must be unworn and in its original condition.
2.3.2.2. The return must be accompanied by a tax invoice.
2.3.2.3. Faulty returns must be made via pre-paid post, with the responsibility for any loss or damage until delivery to us lying with the customer. We recommend insuring the returned items during delivery (e.g., Australia Post ‘Extra Cover’).
2.3.2.4. Include a copy of your shipping confirmation email or order confirmation email in the return package.
2.3.3 Refund/Resolution: Upon receipt of the returned ring and its inspection and assessment by us, we will determine the appropriate resolution. This may involve repair, replacement, or a full refund, depending on the nature of the fault.
2.3.4 Refund Processing: Any refund, repair, or replacement will be processed within a reasonable time frame, usually within 30 days of receipt. Refunds will be issued using the same method of payment used for the original purchase.
All returns are to be sent via registered Australia Post to:
Design Bay Jewellery
Brisbane Club Tower
Level 1, Suite 400
241 Adelaide Street
Brisbane QLD 4000
Refunds will be processed promptly and payment made by the same method that you made payment. All refunds are made at the discretion of Design Bay Jewellery.
Please note:
• All returns are subject to inspection and assessment by Design Bay Jewellery
• Refunds will only be made to the debit/credit card or finance account used for the original purchase.
• This Policy does not affect your statutory rights under the Australian Consumer Law.
If you have any questions or require further assistance regarding our Returns Policy, please contact us using the available contact methods. Thank you for choosing Design Bay Jewellery for your jewellery needs.