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Faq

How do I place an order?

To buy online, you can add goods to your shopping basket and continue to the checkout where you will be requested to enter your debit or credit card details. If you are a returning customer, you can enter your log in details which will automatically process your purchase. Once your order has been placed online, you will receive an email confirming the details of your order. All orders placed before 3pm Monday to Friday will be shipped the same day. If an order is place after 3pm, it will be processed on the next working day. Orders placed on Friday after 1pm will be processed the same day but will be shipped the following business day.

Can I cancel my order?

If you wish to cancel or modify your order, please send an email as soon as possible to info@jewelsthatrock.com. We will make every reasonable effort to accommodate your request but please consider that our order dispatch process is very quick and once dispatched we can no longer cancel your order. Once a product has left our premises for shipping, the purchase cannot be cancelled or modified until the product has been returned to us. If you wish to exercise your right of cancellation after the goods have been delivered to you, you will be responsible for returning the goods to us as soon as possible and at your own cost, in their original packaging, complete with any related accessories of care cards, together with the duly completed Returns authorization form and the original invoice. Please send your item to the following address: Jewels That Rock PO BOX 715 Rose Bay NSW 2029 Australia. For your protection, we recommend that you use a recorded delivery service. If you do not return the goods as required under these conditions, we reserve the right not to accept them or we will charge you a sum not exceeding the direct cost of recovering those goods. We will refund you after we have received the goods. Please allow 48 hours for the refund to appear on your debit/credit card account. Alternatively, we will happy to exchange the goods you have ordered. No refund will be offered for goods that are returned incomplete, damaged or used.

Where do you deliver?

Jewels That Rock delivers Worldwide. All orders are shipped with a recognised distribution company and can be tracked via the Australia Post. For further information please contact info@jewelsthatrock.com Most international shipping can also be tracked subject to your country and the mode of shipping chosen. We require a valid street address for international orders (P.O. Box addresses cannot be accepted) and a telephone number for your order. Based on the rules and regulations of the destination country, some international orders may require additional time for processing. Please be advised that Jewels That Rock is not responsible for any additional duties, taxes, or other shipping related fees that may be charged by your specific locality. We recommend that all customers shipping internationally investigate such fees prior to completing a purchase with us.

How much is the shipping cost?

Jewels That Rock offers different shipping methods and services can be arranged on request. Please contact us at info@jewelsthatrock.com . At this stage no personal collection is offered. You will be provided a reference number to track your order with Australia Post at www.auspost.com.au/. For international orders, Australia Post Express Post International or Australia Post Pack & Track or a Jewels that Rock international courier is used, however if you would like to get a quote using DHL email us on info@jewelsthatrock.com. A reference number will be provided for any DHL services to allow you to track your order at www.dhlexpress.com. All transactions are currently in Australian Dollars. International Parcels are trackable using the Australia Post website using www.auspost.com.au. A signature for acceptance will be requested upon receipt of the item.

When will I receive my order?

Once you have placed your order online, you will receive a reference number which will allow you to track your order online via Australia Post Track or DHL. Australian deliveries are sent next day but can take up to 72 hours in conditions that may affect the domestic postal service. Please allow up to 14 working days for international shipping. For shipping within Australia we estimate a lead time of 7 working days. You can track your order online with Australia Post tracker available online at http://auspost.com.au/track/

Do you operate refunds and exchanges?

Yes we do. Please see our Return Policy.

What happens if the item I order is no longer available?

In some rare instances, sometimes beyond our control, products become unavailable.Should this be the case with any product you purchase you will be notified by email from our returns department and given the choice of a full refund for that item or given the opportunity to purchase the item on back order if that is possible.

What payment methods are accepted?

Jewels That Rock accepts all major debit and credit cards including Mastercard, American Express, Visa, Visa Debit. Payments via the website are processed automatically and the customer will receive a confirmation email regarding their purchase. If this email is not received, please email info@jewelsthatrock.com to confirm that the order has been accepted. To make a payment by bank transfer, please email info@jewelsthatrock.com with the item you would like to purchase and we will send information and instructions for bank transfers. Jewels That Rock does not accept personal cheques as a method of payment. No cash is to be posted as payment. All prices are inclusive of GST appropriate to the country of receipt. The total cost of the order will be the product price plus shipping cost. The actual price charged for international customers is dependent on the exchange rate applied by the customer’s debit or credit-card company. Customers will also be liable for any local requirements such as local duty. If in doubt, please check before placing your order. Please be aware that all customers’ credit or debit cards are subject to validation checks and authorisation by the issuer. If your issuer refuses payment, you will be notified at the checkout point.

Why should I register to shop?

Jewels That Rock provides a registration service to make buying online easier and to allow our customers to track their orders. On completion of your registration, you may choose to not receive our newsletters and information on offers. Once you have signed up, you can unsubscribe at any time.

What materials do you use to make your jewellery?

Most fashion jewellery is gold plated, hematite plated or imitation rhodium plated depending on the design, collection and designer. Gold plating is a method of depositing a thin layer of gold onto the surface of another metal. The jewellery is plated with 18 carat gold and 9 carat gold in some cases. Other types of plating follow the same standards. Materials and Standards vary between designers.

I'm allergic to nickel. Does your jewellery contain nickel?

Jewels That Rock strives to source products that are nickel compliant and therefore should not cause any allergic reaction however please be advised to keep jewellery away from any chemicals.

How do I measure my ring size?

  1. Select a ring you already own that properly fits the intended finger
  2. Measure the INSIDE diameter of the ring
  3. Match the measurement to the conversion chart below. If the ring falls between two sizes, we advise you to order the larger of the two sizes. Please note: Rings with a particularly thick band will feel tighter than a thin band; in these cases, we recommend buying a full size larger than your normal ring size. Please see our Size Chart 

Buying a ring as a gift

Measuring a ring which fits properly with a ring sizer is the best way to determine the correct ring size. However if this is not possible, please contact a member of the team for advice:info@jewelsthatrock.com Please note that these processing and shipping provisions are only general guidelines. Jewels That Rock is not responsible for shipping carrier delays and cannot ensure that the time frames noted above will be met. Can’t find your answer to your question? Please don’t hesitate to contact us at info@jewelsthatrock.com HAPPY SHOPPING!

How does Pre-Order work?

At the time you place your order, you will be required to pay one hundred percent (100%) of the amount due inclusive of shipping fees and taxes. Please be aware that because of the “pre-sale” nature of the transactions on our website, you should expect a delay of approximately 4-6 weeks between the date you place your order and the date that the Product is ready for shipment, in some cases before that, the estimated availability date will be detailed in each product description that is available for Pre-Order. JTR will make every effort to deliver your pre-ordered jewels in a timely fashion as per documented on their product listing page. On the occasion your products has not arrived within the estimated time frame, please contact us at info@jewelsthatrock.com JTR and their suppliers, can not be held responsible for any delays on pre-ordered products beyond the depths of their control, such as natural disasters or changes in supply circumstances. We will use our reasonable efforts to deliver your pre-ordered products to you within the estimated delivery time indicated on your order confirmation; however, we can not guarantee that we will deliver within this time frame.