© 2016 by NEW JEWELLERY. 

FAQ

How do you process credit card payments?

Our secure credit card facility is provided by PayPal. They are an independent, PCI DSS compliant payment processor who securely manage and process credit card payments for us. We do not see or store your credit card details at any point.

Can I only pay by credit card?
Send us an email if you would like to make a purchase via online banking and we can provide you with our bank account number.

Did my order go through?
A confirmation email is sent to your nominated email once the order has been successfully placed. If you did not receive this email, then it is possible that your order was not placed correctly, if you are unsure, please email us to check if we have received it. Please remember to check that the confirmation email hasn’t been delivered to your junk/spam mail box.

Do you have a shop that I can visit?
Yes! Please come in and see us at work at 19 Lorne Street, Auckland CBD, NZ.

When will I get my order?
*PLEASE NOTE: GAVAN RILEY IS RETIRING AND SOME OF HIS ORDERS CAN TAKE 4-6 WEEKS* Orders are usually processed and packed within 3 business days. A confirmation email will be sent when your order has been dispatched. We do our best to keep all items in stock and ready to send, but if some other lucky bugger has just grabbed the last one we will have to make you another to order! These will be
dispatched in 1 week - 10 days and you will be notified. Shipping can take up to 3 business days for NZ orders and 10 days for International orders. 

What currency do you use?
All prices on the site are in New Zealand Dollars.

What do you charge for shipping?
We charge a flat rate courier charge of $6.50 on all NZ orders, no matter how big or small, it is usually sent via New Zealand Couriers to your door. Items are usually shipped within 3 business days and require up to 3 business days for domestic delivery.

 

Shipping to the rest of the world is $15.00 and is sent via New Zealand Post with an estimated delivery of up to 10 working days. No tracking available. Please contact us if you would like to upgrade to tracked shipping.

If your item is urgent, please let us know in the comments section and we will endeavour to deliver your purchase to you as fast as we can.

How are the items packaged?
Our items are protectively wrapped so should arrive to you in excellent condition. If you require a sturdy velvet gift box with your item we charge an additional $5. Just let us know in your order :)

I have received my item, but it is faulty?
Apologies! Should an item be faulty, please contact us within 7 days of receiving the item by emailing hello@newjewellerynz.com with your name, address, order number and details of the fault including a photo if possible. We will send you a pre-paid addressed courier pack to send the faulty item back to us. Please clearly state if you require a refund (excluding shipping charges) or a replacement. Often this means we can send out your replacement before you return the faulty item, which means the problem is solved faster. If the item purchased is out of stock or no longer available then you will be offered store credit or a full refund.

We will only do returns/exchanges for items that are brand new, unworn and in their original packaging.

Please do not post the item back to us without first notifying us by email. Items returned without prior notification may be subject to a 10% restocking fee. 

Note: as jewellery is hand-made/hand-finnished, very slight variations are to be expected and these variations are not considered faults.


I've changed my mind, what can I do?
Generally, we do not offer refunds if you have changed your mind, so please choose carefully. However, in some situations we can make an exception so get in touch and we can see what we can do.

We will only do returns/exchanges for items that are brand new, unworn and in their original packaging.

When returning an item the item is your responsibility until it reaches us, so be sure be get proof of posting.

Shipping is not refundable on returns and if you choose to exchange your product an additional shipping charge will apply for the second shipment.


Can I change my order before it is sent?
If we haven’t yet shipped the order then it may be possible to amend it. To change your order please email hello@newjewellerynz.com giving us your order number and details of the amendment(s) you require. We will reply to your e-mail to confirm if the amendment has been possible.
Unfortunately, if your order has been shipped it won’t be possible to amend it. 

 

How are the guideline measurements taken?

As much as possible we try and provide size measurements for all of our online products. This is to give an indication of the 'chunkiness' and feel of the product and does not reference the finger size of the ring. Finger size is a seperate requested measurment selected by the customer. Our measurments are indicactive of the longest and widest point of the piece to give a general size idea. 

 

Finger size?

If you know your finger size, just select it (or type it in the comments if your size is not listed). Sizing is FREE OF CHARGE! If you only know your size in a different system (european/japanese sizing etc.), type that in the comments box and we can convert it for you. Not sure of your size? Any local jeweller can measure your finger and give you your size. Failing that, just order it in the standard size and you can take it to a jeweller to resize for you.