Shipping and delivery
Shipping and Delivery Terms
Shipping overview
We offer shipping services to deliver your fine jewellery to the address provided during checkout. Our aim is to ensure that all orders are processed promptly and delivered securely. All jewellery items are carefully packaged to ensure their safe arrival.
At SÁHLES, we believe in creating high-quality, sustainable jewellery with attention to detail. As part of our commitment to encouraging intentional spending rather than over consumption as well as quality over quantity, some of our jewellery pieces are handcrafted or made to order. This means that certain items may take longer to be shipped than mass-produced pieces.
1. Shipping and returns
We offer complimentary shipping for all orders within New Zealand. However, if you wish to return an item, you are responsible for the cost of return shipping. The item must be returned via a courier service with signature required to ensure it is safely delivered back to us.
Please note that if you fail to follow the specified return shipping method and the item is lost, damaged, or otherwise compromised during transit, we will not be liable for the loss or damage and will not issue a refund or replacement.
We recommend keeping proof of postage and tracking information for your records when returning an item.
2. Order processing
Made to order items:
Jewellery pieces that are made to order or custom-designed can take up to 4 weeks to be created and shipped. This allows us to ensure that each piece meets our high standards of craftsmanship.
Ready to ship items:
For items that are ready in stock and do not require customisation, we typically ship within 1 week from the date of your order.
We will process and ship these items as quickly as possible, and you will receive a shipping confirmation once your order is on its way.
Shipping timeframes:
Once your order is ready to ship (whether it is a made to order item or a ready to ship piece), the estimated delivery time is between 5-7 business days
Please note that shipping timeframes may vary depending on your location and potential delays from shipping carriers. We are not responsible for any delays caused by third-party carriers or customs processes.
3. Tracking your order
Once your order has been dispatched, we will send you a tracking number via email so that you can track your order online. You can check the status of your delivery by using the provided tracking number on the courier’s website.
4. Insurance and risk
All orders are fully insured while in transit until they are delivered to the address specified in your order. Once the jewellery is delivered to the address you provided, the risk of loss or damage passes to you. We strongly recommend that you arrange appropriate insurance coverage for your jewellery so you are covered from the moment it has been delivered to you.
5. Delivery and responsibility
It is your responsibility to ensure that someone trustworthy is available at the delivery address to accept and sign for the package. A signature is required upon delivery; however, this does not need to be from you personally. Once the package has been delivered and a signature obtained at the address provided, ownership and responsibility for the jewellery transfer to you. We are not liable for any loss or damage that occurs after delivery has been confirmed.
6. Changing shipping address
It is your responsibility to provide an accurate and valid shipping address at the time of placing your order. Please ensure that all details are correct to avoid any issues with delivery.
Once an order has been finalised and payment processed, we are unable to modify the shipping address. We recommend double-checking your shipping information before completing the checkout process to ensure successful delivery.
7. Delivery confirmation
You will be required to sign for your package upon delivery. If you are not available to receive the delivery, the courier will leave a notice with instructions on how to rearrange delivery or pick up the parcel from a local depot. Please ensure that the delivery address provided is correct to avoid delays.
8. "No signature delivery option"
While we strongly recommend that you select a signature-required delivery option for the safe receipt of your order, we understand that some couriers may offer a "no signature delivery" option. If you choose to opt for this delivery method, please be aware that we will not be held liable for any loss, damage, or theft of the products once they are said to be delivered. It will be your responsibility to contact the courier company directly in the event of any issues, and no replacements or refunds will be provided by us under these circumstances.
9. Order cancellation
Once an order is placed and payment has been processed, it is considered final. As our jewellery is often made to order or customised specifically to your requirements, we do not accept cancellations of orders under any circumstances. Please ensure that all details, including sizing and customisation preferences, are correct before completing your purchase. If you have any questions or concerns about your order, we encourage you to contact us immediately before finalising the transaction.
10. International shipping
Currently we do not ship anywhere outside of New Zealand.
11. Shipping Restrictions
P.O. Box Addresses: We do not ship to P.O. Box addresses, as they do not provide sufficient security for high-value items like jewellery
12. Delayed or Lost Shipments
While we make every effort to ensure that your jewellery arrives on time, delays may occur due to factors beyond our control, including but not limited to adverse weather, courier delays, busy seasons or customs clearance.
In the unlikely event that your order is lost or significantly delayed, please contact us immediately. We will work with the courier to resolve the issue. If your order is confirmed to be lost, we will either provide a full refund or ship a replacement at no extra charge, depending on your preference.
13. Returns due to shipping damage
If your jewellery arrives damaged due to shipping, please contact us within 1 day of delivery with photo evidence. We will work with you to arrange a return and offer a replacement or refund, depending on your preference and the nature of the damage. You will be asked to provide photos of the damage to both the packaging and the product as part of the claim process.
14. Refused deliveries
If you refuse delivery of a package or if a package is undeliverable due to an incorrect address, you may be responsible for the return shipping charges and any additional fees incurred.