Shipping, Returns & Warranty

In addition to our Websites Term and Conditions of use, which can be viewed by clicking this link, key information regarding our shipping and returns policy can be viewed below.

SHIPPING

Australia

Palomino Jewels offers Free Express Post (where available) Australia wide for all orders over $50.00 If Express Post is not available in your area, Palomino Jewels may use the parcel post network to deliver your order, you can check if Express Post is applicable in your area by visiting https://auspost.com.au/sending/send-within-austral....

Our Express Post Shipping comes with a tracking number, which will be emailed to you or sent via text to your phone once your items have been dispatched with your order confirmation. Orders can be tracked online, with your tracking number at www.auspost.com.au/track/

Depending on your location, orders in the Express Post network will be delivered within 1-3 business days after dispatch, orders outside of the Express Post network will be delivered within 3-10 business days after dispatch.

For orders under $50.00 AUD we charge a flat rate of $12.00

New Zealand

For our sisters in New Zealand, we offer free International Express post for all orders. Orders will usually be delivered within 3-5 business days and will need to be signed for at time of delivery.

For orders under $50.00 AUD we charge a flat rate of $12.00

International

For our American and Canadian sisters we offer free International Express for all orders. Orders will be delivered within 7-10 business days and will need to be signed for at time of delivery.

All other international orders will be delivered free of charge. Orders will be delivered within 10-15 business days and will need to be signed for at time of delivery.

For orders under $50.00 AUD we charge a flat rate of $12.00

12 MONTH WARRANTY TERMS AND CONDITIONS

GENERAL

Palomino Jewels stands by the quality of all our products and provides a 12 months warranty against manufacturing faults on all pieces purchased from our online store. Additionally, all of our jewellery comes with consumer guarantees under Australian Consumer Law (https://www.accc.gov.au/consumers/consumer-rights-guarantees) and when properly cared for, should provide many years (maybe even  a lifetime)  of enjoyable wear when treated with respect and care.

Some products are more durable than others (diamonds are more durable than pearls), which will be evident in the material, weight and design of the piece. Care should be taken when wearing and storing your jewellery (don’t store your diamonds with your pearls) in order to provide years of enjoyment. Given the fragile nature of jewellery certain components, such as pearls and clasps. Shepherd hooks are particularly delicate. You acknowledge that our products require special care and storage and we cannot accept returns caused from mistreatment or neglect of our products.

TYPES OF THINGS NOT COVERED

Generally, the following types of things aren't covered by our warranty:

  • Broken Chains (our chains are very strong but don’t pull on them).
  • Damage due to bending or heavy handed wear and tear.
  • Discolouration (don’t apply perfume or hairspray when wearing your pearls).

PROCESS

If you do have an issue with your purchase, please follow the following steps:

  • Email us at info@palominojewels.com.au 
  • Please include your name, order number and date of purchase
  • Please include an image of the faulty item and a brief description of the issue

REFUNDS AND RETURNS

30 DAY REFUND POLICY (AUSTRALIA ONLY)

If for any reason you are not completely satisfied with your new Palomino Jewel, we will give you a 30 days refund from date of your invoice.

Our refund policy does not include:

  • Products that have been worn or used,
  • Earrings – For hygiene reasons we cannot accept any returns to any style earring,
  • Products that have been purchased on Sale,
  • Products that have been purchased from any party other than https://palominojewels.com.au/

Products must be returned in their original condition & packaging.

A refund can take up to 3-4 weeks to process, this timeframe includes raising the Return Authorisation number, Shipping, and inspection of goods once they received at our showroom and processing of the refund by the credit card merchant.

If you would like to return an item please email us at info@palominojewels.com.au

REFUND POLICY – INTERNATIONAL

Palomino Jewels is unable to offer a change of mind Refund Policy for international customers. 

EXCLUSIONS

Our Refund policy does not apply to the following:

  • Products that have been worn or used
  • For hygiene reasons we cannot accept any change of mind returns for any style Earring
  • Products that have been purchased on sale, which will be listed on the product description.
  • Products that have been purchased from any party other than https://palominojewels.com.au/