Shipping + Returns

SHIPPING INFORMATION   

Customs Fees and Taxes

International orders may be subject to local taxes or duties, HerbertandWilks Jewellery is not responsible for and has no control over these charges.

If you are unsure of your region's threshold for duty fees and tax, please consult your country's customs website for more information, before placing your order.

 

General

You will be notified by email that your order is on its way.

Shipping times for all orders are highly dependent on what time of the year it.

 

Lost Items

If your package does not arrive, or it arrives damaged, please contact me within 14 days from confirmation of dispatch. I will do everything I can to assist you if you wish to make an insurance claim.

HerbertandWilks Jewellery is not liable for and will not replace or pay compensation for loss of, or damage to items I send if:

  • The item is seized by Customs or any other government agency.
  • The item is sent to a country where no postal or courier service exists.
  • The loss or damage is the result of an event beyond our reasonable control.
  • The loss or damage occurs after delivery.
  • The item was authorised to be sent without tracking.

 

Payment Methods

All work is shipped from Auckland, New Zealand. All prices are shown in New Zealand Dollars (NZD).

Payments can be made via Shop Pay, PayPal and G Pay, in addition for New Zealand orders I accept Direct Bank Transfer and Cash on pickup

 

Returns & Exchanges

Order Changes

Please contact me within 24 hours of your online purchase if you wish to make changes to your order.

Any changes made after this time may incur a fee, as I would have already started making your piece. This also includes changes to ring sizes, so, if you’re unsure of size, please reach out to me or order a ring sizer.

Warranty

All HerbertandWilks Jewellery pieces are covered for 6 months from purchase date. This Warranty does not include broken stones or extremely damaged pieces – i.e. run over by a car or stepped on. I will reset loose stones at no charge and replace any small stones that may have fallen out. Broken chains will be replaced at no cost, and we ask that you send them back for recycling. If you have your HerbertandWilks Jewellery pieces altered or repaired elsewhere, the warranty is null and void.

Aftercare Service

You are always welcome to bring in your HerbertandWilks Jewellery pieces for cleaning, stone checking and tightening.

 

Returns

Please note that I can only accept returns for products purchased on the HerbertandWilks Jewellery online store. If you purchased a HerbertandWilks Jewellery piece at a retail store or another website I cannot arrange a return for you. Please contact the store or website you originally purchased from and follow their policies.

Important Points to Note

  • All exchanges are subject to availability.
  • There may be additional charges for postage on the new item.
  • All Sale items are non-exchangeable and non-refundable.
  • Make sure products are exactly as you received them – unworn and in original packaging.
  • All products must be returned in their own undamaged box or pouch as this is considered part of the product.
  • Request a free ring sizer if you are unsure of your size. If you guess your ring size and the ring needs to be altered, you may incur an alteration fee.
  • Unless the goods are damaged or defective or not as specified in your order, you are responsible for the cost of returning the goods.
  • If the goods were faulty or incorrect then the cost of return postage will be refunded to you.
  • Refunds will not be given if the goods have been damaged by you. This includes damage caused by inadequate packaging by you when returning goods.
  • For any queries please contact Sally Herbert on +64 21 377290 or email sally@herbertandwilks.co.nz.

 

Returns Process

HerbertandWilks Jewellery has a 7-day returns policy. Any items to be returned or exchanged must be shipped/postmarked within 7 days of the delivery date. Please follow the instructions below if you wish to make a return:

 

  • All returns and exchanges must be registered via email to Sally@herbertandwilks.co.nz.
  • I will send you an Online Returns Form. Returns need this form to be enclosed with your item.
  • Wrap the items securely within a solid cardboard box.
  • Complete the returns form and include it inside the box. 
  • Tape the box closed securely. Please ensure that the original order number is referenced clearly on the outside of the parcel.
  • Ship with your chosen courier or postal company – we recommend using a trackable and insured method so that your carrier will refund you in the event of theft or loss during delivery. You are responsible for the product until it reaches me. Please keep a record of your tracking number.
  • Please address your parcel to:

HerbertandWilks Jewellery 8 Lovelock Avenue Mt Eden Auckland 1024 New Zealand

HerbertandWilks Jewellery does not accept responsibility for packages we do not ship ourselves. All return shipping costs are to be paid by the customer.

If I am refunding your product, I will process the refund as per the original form of payment and I will notify you that I have issued the refund. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from HerbertandWilks.

Customised Work

I may have made your piece in a special stone or metal or plated or engraved on request – these are all considered customised items and are non-exchangeable and non-refundable.

Note that any rings outside of my standard sizing shown on my online store are considered customised items and I may charge a resize fee if an exchange is required. Customised items are non-refundable or exchangeable.

If you have further questions, please contact me at sally@herbertandwilks.co.nz Alternatively, you can reach me by phone at +64 21 377 290, Monday to Friday between 12:30 pm – 5 pm, New Zealand Time.

Repairs

I will repair any manufacturing fault at no cost within 6 months of the purchase date. Proof of purchase is required.

 

Manufacturing faults do not include general wear and tear including rings that have bent out of shape or oxidised, chipped, cracked, or broken gemstones or gold plating that has worn off.

 

If you would like any of the above repairs made, I can assess the damage and will let you know the cost before proceeding. Any item that was purchased outside of the 6-month warranty period may be charged for repair/replacement and shipment of the piece back to you.

Any issues resulting from alterations, service or repairs performed by a third party other than HerbertandWilks Jewellery are not covered by the warranty.

 

Replating

Gold plating will wear off over time, depending on how often your piece is worn, and how well it is cared for. To have your jewellery replated, please contact me for a quote.

 

Sale Items

Sale items are non-exchangeable and non-refundable.