Orders will be shipped on the next 1-2 business days provided the items are in stock. Orders made during public holidays and during holiday seasons will be shipped within the next 1-2 business days provided the items are in stock.
Keep in mind during holiday seasons or when there is a high volume of orders, orders may take additional time to be shipped. Once your order has been shipped you will receive an email with the tracking number.
Custom made pieces or pieces are made to order will be shipped 4 to 5 weeks from the time of order. If you require any custom made or made to order pieces sooner then please reach out to KeyGems as soon as possible (link enquiry).
All orders Australia-wide will be shipped using Australia Express Post signature on delivery.For all international orders outside of Australia we use FedEx International Express Post.We ensure buyer protection by covering all shipping insurance, only using Express postage for both international and domestic orders as well as signature on delivery.
From the time the items are shipped (excluding packing time) the following are average time frames and may not be accurate during holiday seasons or periods of high volumes.-Australia-wide via Australia Express Post is approximately 2-3 business days-International via FedEx International Express Post is approximately up to 6 business daysIt is important to understand that delays can happen to any order due to circumstances outside of KeyGem's control. This may be due to unexpected weather, technical issues or customs delays. Once an order has been shipped or a tracking number provided KeyGems is cannot alter the speed of the delivery.
If your package is sent back to KeyGems for any reason you will be subject to pay for reshipping of the goods. Therefore it is crucial to ensure that your shipping address is correct and someone is there to collect your order once it arrives. KeyGems is not liable for any missing orders when tracking dictates that the order has been delivered.
At KeyGem we do our best to ensure our prices are competitive and as such we are unable to provide returns nor exchanges for change of mind.
We do believe in only providing our customer’s with jewellery of the highest quality and craftsmanship and as such we offer a lifetime manufacturer’s warranty on all KeyGems jewellery. Should you believe that your jewellery has a manufacturer defect please review our warranty policy before contacting our customer care team.
All KeyGems jewellery is subjected to strict quality control before we release the product to our customer. Hence we believe in providing a lifetime warranty on any manufacturing faults. The lifetime warranty is only applicable to manufacturing errors and manufacturing faults only and so it does not cover for any accidental damage or loss, and wear and tear. For any accidental damage or loss, we highly recommend getting your jewellery insured through a reputable insurer.
