SHIPPING AND HANDLING

 

Shipping & Handling

How I get your piece to you safely.

Thank you for choosing one of my pieces. Each order is prepared with the same care I put into making the piece itself. I package every parcel myself in my Melbourne CBD studio and send it with full tracking and insurance. Below is everything you need to know about how I ship, my production timelines, and the terms that apply once your order leaves my hands.

Order processing and timelines

Every piece is hand-finished in my Melbourne CBD studio, and most are made specifically for you at the time you order.

• Ready-to-ship pieces: I dispatch within 3 to 5 business days of payment clearing.
• Made-to-order pieces: I usually need 4 to 6 weeks of production time before dispatch.
• Bespoke commissions: I quote timelines individually at the time of order and confirm them in writing.

Once your order is confirmed I will send you an estimated dispatch date in writing. Production and shipping timeframes are estimates only and can vary slightly with material availability, my own workload, or carrier schedules. I will always let you know as early as I can if anything changes.

Important: because made-to-order and bespoke pieces are made specifically for you, your order is final and non-cancellable once I have started production.

Australian orders

I send all Australian orders fully insured, with end-to-end tracking and signature on delivery. You will receive a tracking number from me on the day I dispatch.

• Metro deliveries: 1 to 3 business days from dispatch.
• Regional deliveries: 3 to 7 business days from dispatch.

Signature on delivery is required for every order. For the security of your piece, I cannot authorise parcels to be left unattended at any address.

International orders

I send all international orders via DHL Express, fully insured, with end-to-end tracking and signature on delivery. You will receive a tracking number from me at the time I dispatch.

Estimated transit times once dispatched:

• United States, United Kingdom, Europe: 3 to 6 business days.
• New Zealand and Asia: 2 to 4 business days.
• Rest of the world: 5 to 10 business days.

Orders to the United States

For orders shipped to the United States, I prepay all customs duties, import taxes and brokerage fees on your behalf. The price you see at checkout is the price you pay. You will not be asked to settle any additional charges with DHL or US Customs on delivery.

Orders to every other country

For every destination outside the United States, you are responsible for any customs duties, import taxes, GST, VAT, brokerage fees and any other charges your country levies on the parcel. These charges are set by the customs authority of your country and are entirely outside my control. DHL will contact you directly to arrange payment of any such charges before they deliver.

Please note that I cannot declare orders as gifts or under-declare the value of any item for customs purposes. Doing so would void the insurance on your piece, and I am not willing to compromise that protection.

Insurance and risk

Every shipment I send, domestic and international, is fully insured against loss, theft and damage from the moment it leaves my studio until the moment it is signed for at your nominated delivery address.

Transfer of risk: once a signature is collected at the delivery address, ownership of and all risk associated with the piece passes in full to you. I cannot be held responsible or liable for any loss, theft, damage, misplacement or other adverse event affecting the piece after that point, including but not limited to:

• Theft from, or loss at, the delivery address after signature has been collected.
• Damage caused to the piece after delivery.
• Loss following acceptance by a partner, household member, building concierge, mailroom, neighbour, or any other party present at the nominated delivery address.
• Misdirection, onward forwarding or re-shipment of the parcel by you or your recipient.
• Any loss arising from an incorrect, incomplete or insecure delivery address provided at checkout.

It is your responsibility to give me an accurate, complete and secure delivery address, and to make sure someone is available and authorised to accept and sign for the parcel. I strongly recommend nominating an address where a trusted person will be present during business hours.

If you would prefer your parcel to be held at a DHL service point for personal collection, please let me know at the time of order and I will arrange this for you.

If something happens in transit

In the unlikely event that a parcel is lost, or arrives damaged before signature, please contact me within 48 hours of the expected or actual delivery date. I will lodge an insurance claim with DHL on your behalf and keep you updated throughout the process. Resolution timelines are set by DHL's claims process and are not within my control.

Terms, disputes and chargebacks

By completing your purchase you confirm that you have read, understood and agreed to these shipping and handling terms in full. These terms form part of your contract of sale with me.

For the avoidance of any doubt:

• Where DHL or my domestic carrier's tracking confirms delivery and a signature has been collected at the nominated address, the order is deemed delivered and accepted by you.
• Made-to-order and bespoke pieces are non-refundable and non-cancellable once I have started production.
• Quoted production and shipping timeframes are estimates only and are not grounds for cancellation, refund or chargeback.
• Any concern about your order, whether shipping, condition, fit or anything else, must be raised with me directly, in writing, within 7 days of delivery so that I can work with you towards a fair resolution.

Chargebacks: by placing an order with me, you agree to contact me directly to resolve any concern before initiating a chargeback or payment dispute with your bank or card issuer. Any chargeback raised in circumstances where I can demonstrate proof of delivery (signature) and adherence to these terms will be contested in full. I will provide your card issuer with all supporting documentation, including the signed delivery confirmation, tracking records, order correspondence, and these terms as accepted at checkout.

As a solo jeweller, I look after every client personally. The fastest and fairest way to resolve any issue is always to contact me directly so that I can help.

Contact

For any question about your order, a piece in production or these terms, please get in touch with me directly.

Email: info@adahodgson.com

I aim to respond to every enquiry within two business days.