OUR PRODUCTION TURNAROUND TIME
All Natalie Marie Jewellery pieces are hand made to order. This means that each piece is unique and made especially for you. Please consult the estimate provided on each individual product listing for specific turnaround times relevant to each piece. If you need a piece before a specific date, please contact us before ordering to ensure this will be possible and to avoid any disappointment. Every effort will be made to have your piece to you as quickly as possible. Please note that turnaround times are an approximate guide and are subject to change or delay.
SHIPPING & HANDLING
Australian domestic orders are sent Express Post via Australia Post or Priority Post DHL. You will be contacted on dispatch of your order with a tracking number which you can check at www.auspost.com.au or www.dhl.com.au.
International standard shipping is sent via Express Australia Post. These packages are registered and trackable, you will be contacted on dispatch of your order with a tracking number which you can check at www.auspost.com.au. International standard parcels can take anywhere between 3 and 10 working days to arrive.
International Priority Express Shipping is via Fedex or DHL. You will be contacted on dispatch of your order with a tracking number and details of how to track. Express International shipping takes between 2-3 days to USA and 3-5 days to Europe.
Please note that shipping time does not include production time.
DUTIES & TAXES
Occasionally, dependent on the recipient country and the relevant import laws, duties and taxes may be payable. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival.
Natalie Marie Jewellery is entirely handmade and therefore there will always be some variations between pieces.
NMJ pieces are fine and delicate and should be handled and worn with care. Please see our Care Guide for more information on this. Normal wear and tear on jewellery items is not considered a manufacturing fault. If you feel a piece of jewellery is faulty, or if breakage has occurred, please contact our studio team on email@example.com. The piece will be assessed in line with our warranty guidelines.
IMAGERY OF PRODUCT
We take great care to ensure that all imagery of our products is a fair representation of the scale, finish and colour of a piece. Dimensions are supplied on every product listing and each product page should include an image of each piece worn on the body, however, if you require further imagery, please reach out to our team and we will happily supply this where possible. Please take care to ensure your full understanding of the scale prior to purchasing.
Repairs are available and are assessed by case. Depending on the case they may incur a fee. See our warranty page here.
Should a purchased piece require resizing, please contact firstname.lastname@example.org for instructions. Customers will be responsible for all postage and redelivery charges for resizing. Resizing fees may apply, this is quoted on a case by case basis depending on the piece. Please consult the sizing guide prior to ordering to ensure your order correctly, our customer care team are here to help you determine your accurate size prior to ordering, please reach out for assistance.
Natalie Marie pieces use predominantly natural stones. These vary in shade and colour. Stones shown in online images may not always exactly match the stone in every piece, as each stone is unique. This variation is expected and is not considered a fault.
All payments on nataliemariejewellery.com are processed via our secure payment gateway, payments can also be made via PayPal, Afterpay or Zip Pay.
We accept Zip Pay as a payment method for purchases of $5000 AUD and under. Zip Pay allows you to pay for your purchase on either a weekly/fortnightly or monthly basis. To be eligible for Zip Pay, you must be an Australian citizen or permanent resident over 18 years old with a valid debit or credit card. Through this method, you undertake a payment plan with Zip Pay. For more details and full terms and conditions, click here.
Here at NMJ, we accept Afterpay as a payment method for purchases $2,000 AUD and under. Afterpay allows you to pay for your purchase over 4 instalments due every 2 weeks. To be eligible for Afterpay, you must be an Australian or New Zealand resident over 18 years old with a valid debit or credit card. Through this method, you undertake a payment plan with Afterpay. For more details and terms and conditions, click here.
YOUR PERSONAL INFORMATION
Any information provided by you is protected. We fully appreciate and respect the importance of privacy on the internet and will not share or sell your personal information with anyone. We may use your contact information to contact you about new products, features or special promotions. If you wish not to receive such communications, you may choose unsubscribe in our newsletter emails.
Goods sold are non-refundable. All items are made to order therefore exchanges or returns are not offered for change of mind. Please reach out to our customer services team with any questions you may have prior to ordering, to ensure the piece you choose is perfect for you.
Please contact us should you need to have your piece assessed for repair, or resized. Our studio team will assist with a personalised process which will vary case by case.
When sending your piece, ensure that all of your details, including your original order number and return address are included. If you are returning a piece for resize, please ensure the new size is included and has been accurately measured. We recommend using a courier service with full insurance to return your piece. Please ensure the shipment requires a signature on delivery and the piece is adequately packed and padded. We will not accept any liability if the piece is damaged in transit due to poor packaging. We will let you know once we have received your piece, to give you an indication of any predicted cost involved, as well as an expected turnaround timeframe.
For queries regarding repairs and resizes, please contact email@example.com.
WARRANTY | ONLINE STORE PRODUCTS
Natalie Marie Jewellery covers the cost of reasonable repairs under normal wear for the first six months after purchase. Normal wear is defined by wear that is in line with the detailed instructions in our Care Guidelines. If a piece shows signs of improper care, or is damaged in a way resulting from something other than normal wear, i.e accidental damage, we will repair the piece at cost. An estimate of the repair will be given prior for approval by the customer. In the case that a piece requires repair, customers will be responsible for return shipping costs.
After 6 months, we will repair pieces at cost. An estimate of the repair will be given prior to the repair for approval by the customer.
We offer stone tightening (in an undamaged ring) at no charge, and offer replacement of loosened earring butterflies or clasps at no charge.
Please note that if any other jeweller undertakes work on one of our pieces, including resizing or repairs, our warranty will be voided. We strongly recommend returning pieces to us for repairs and resizes, we do not take any responsibility for repairs or resizes undertaken by other jewellers, or for the piece once it has been resized or repaired by another jeweller.
Please note, vintage jewellery is not covered under Natalie Marie Jewellery warranty.
Resizing of pieces is undertaken at cost and is quoted on a case by case basis. Our customer care team are here to help you determine your accurate size prior to ordering, please reach out for assistance.
WARRANTY | BESPOKE PRODUCTS
Bespoke pieces are provided with a lifetime warranty. This warranty is valid provided the below conditions are adhered to:
Pieces are strictly cared for and worn in line with our detailed care and wear guidelines.
Pieces are not worked on by any jeweller other than Natalie Marie Jewellery team for any services including cleaning. If any other jeweller undertakes work on one of our pieces, including resizing or repairs, our warranty will be voided. We strongly recommend returning pieces to us for repairs and resizes, we do not take any responsibility for repairs or resizes undertaken by other jewellers, or for the piece once it has been resized or repaired by another jeweller.
Pieces are returned to Natalie Marie Jewellery at least annually for servicing. This servicing process is complimentary and includes a full polish and clean of the piece, as well as checking/tightening of stones and assessment of claws and bands for any damage or weaknesses.
As is the nature of fine jewellery, there is always the possibility of accidental damage, which is why insurance is always strongly recommended. Insurance ensures that anything that is outside of the Natalie Marie Jewellery warranty would be covered in full. In the case that accidental damage which is outside of our warranty coverage occurs, we will always assist with any repair that is required at cost. This type of repair can include but is not limited to, repairing chipped or scratched stones, replacing or repairing elements of a damaged piece including claws or a band, replacement of an entire piece if required.
In the case that a piece requires repair or servicing, customers will be responsible for return shipping costs. For international clients, it's important you maintain any import documentation from the time of purchase, so that if you ever need to return your piece for servicing or repair, this will be exempt from further duties and taxes.
Bespoke pieces are eligible for one complimentary resize. After this first resize, any further resizing is undertaken at cost and is quoted on a case by case basis.