Terms & Conditions
All orders placed through H&H are shipped insured and registered, which means that the recipient must sign for the parcel at either the delivery address of their local post office.
We offer complimentary shipping on all orders over $100, but we do have a $9.95 postage fee for orders under $100.
H&H offers free gift wrapping if desired. Please include this request at the time the order is placed to ensure it occurs.
Our collection is covered by a standard 12 month warranty. During this time, if jewellery purchased through H&H is found to be faulty or defective we will repair or replace it free of charge.
Please note that many of the brands we stock are covered under their own warranties. More information on this can be found on the brand website.
Refunds & Returns
We guarantee that our products will be delivered in new condition without fault or damage in craftsmanship. If the product was damaged or faulty at the time of delivery (to the customer), it may be returned within 14 days (of the delivery date). H&H Jewellery will refund the product price, repair or replace the item.
Please note that H&H Jewellery reserve the right to exchange, repair or correct a fault/defect rather than providing a refund. We are not able to refund any shipping costs that have been incurred and products must be returned at the customer’s own expense.
A refund will not be given if any of the following circumstances has occurred:
- The product has not been returned within 14 days of the customer’s delivery date (except as required by law)
- The product has not been returned in its original (new and unused) condition
- The product has been damaged after the customer has received it
- The product is found to not be faulty or damaged after inspection by our certified jewellers
- The product has been specially made at the customer’s request (custom made and quoted items) UNLESS it was damaged or faulty at delivery
- The product has been engraved at the customer’s request (a personalised engraving) UNLESS it was damaged or faulty at delivery
- The product is or has become scratched
- You do not like the texture of the product (such as a satin finish or polished finish)
- The product was a gift and the recipient does not like it or wish to keep it (an exchange of the item may be possible – see Gifts below)
- There is a small variation in the product specifications (such as a natural variation in gem colours, a small variation in the width or length or weight of the item and/or small variations in the gemstone sizes)
- You have changed your mind and no longer wish to keep the product
- You do not like the general design/style of the product or if, once you receive the item, you decide that you would like a different design/style
- Your situation has changed and you no longer require the product
- You have found and/or purchased the product elsewhere
If a customer returns a product when one of these circumstances has occurred, it will be sent back to the customer and they will be charged the shipping costs.
Please note that the guarantee will be voided and a refund will not be available if you request that your product be engraved with a personalised message. This also applies if you have a personal engraving added to the product after it has been delivered.
Please note that the guarantee does not apply if the product is a gift and the recipient does not like the type of specifications of the product or they do not like its overall appearance. A refund will not be given for gifts in these situations. H&H Jewellery, in our sole discretion, may agree to offer an exchange in some circumstances.
Note that an exchange is not guaranteed and that H&H will make their final decision on a case-by-case basis. Also note that we are not able to exchange custom made rings or custom made jewellery.
Original (new and unused) condition means that there are no missing stones, damage to any part of the product, scratches, marks or any wear whatsoever. We do not sell used items and will not accept any item with any indication that it has been used, worn or damaged. In such cases, the product will be returned to the customer and they will be charged the full purchase price, any shipping (and customs related fees) incurred in the first delivery and for the return shipping.
This guarantee does not apply to the texture applied to a product (such as a satin finish). A refund will not be given if you decide that you don’t like the texture. If you would prefer a different texture to that ordered, contact us and we can advise on how you can have this changed (a fee may apply for having a new texture applied).
Please note that the guarantee does not apply for scratches on a jewellery item. We are unable to guarantee that jewellery items will not scratch and it should be noted that all types of jewellery can scratch. Some can and will accumulate as soon as the item is worn and there is no minimum timeframe before which scratches cannot occur.
We do not offer returns on scratched items and a refund will not be available because an item is scratched or becomes scratched in the future. On occasion, scratches may appear at the time of delivery (most likely having occurred during transit). Such scratches will not be sufficient to claim or be given a refund.
Please note that, depending on the particular product and unless otherwise specifically communicated to the customer, the item delivered will be of the same design though may not be the exact item pictured on the website (because multiple items in the same design may be in stock; because a new item will be manufactured or a ring needs to be manufactured in the customer’s specific finger size; etc). When the exact same item is not delivered, the same design will be.
Note that when jewellery is manufactured, due to techniques (including hand making, hand finishing or custom made) some variations may occur from item to item. The specifications outlined on this website are based on those of the item pictured, measured and described using jewellery measurement equipment available at the time and/or information provided to us by the suppliers/manufacturers of the item.
Variations (such as small variations in the width, in the length or the weight) in any jewellery item, small variations in gemstone colour or small variations in gemstone size may occur from item to item. These variations will be kept to a minimum wherever possible. The guarantee does not apply to small variations between items as has been described.
Please note that the guarantee only applies to the craftsmanship of the product and ensures that it is free from damage or faults. This guarantee does not apply if you are dissatisfied with the general appearance or the type of design/style of the product. Detailed product descriptions and pictures are provided to allow you to determine whether you like the design/style before purchasing.
A refund will not be given if you decide that you do not like the design or style of the product once you receive it or if you decide that you would prefer a different design or style. For example, you cannot receive a refund if you order a bezel set ring but decide that you would prefer a prong set one; if you order an 8mm wide ring and you decide that would prefer a 6mm wide one; and so on.
Wrong Product Delivered
If the product that has been delivered is not correct (in that it is not the product that was ordered or an error has been made in the style/design of the product) H&H will rectify the error by exchanging the item for the correct one. Please note that a refund will not be available in this circumstance.
Wrong Finger Size Ordered
If you have supplied to H&H in your order an incorrect finger size, the guarantee will not apply and a refund will not be given. We will, however, make suggestions regarding resizing the ring to the required size. We may agree to manufacture a new ring (if necessary) or to resize the ordered ring (if this is possible) for a small fee. You must notify us of the need to have a ring resized/remade within 30 days of the delivery date.
Please note that if we agree to resize the ring for a small fee or if a new ring needs to be made, a remake fee will be payable if you ordered the incorrect finger size. Also, depending on the difference between the incorrect finger size supplied by you and the actual finger size required, there may be a small extra charge to cover the metal required.
If the ring has a personalised engraving, a resize may still be possible (if the ring can be resized to the desired one) though a remake will not be possible. If a new ring needs to be made, the original must be returned in its original, undamaged, unworn, unused condition.
Customers must prepay and be responsible for the shipping costs of returning the product to H&H Jewellery. We are not able to provide a refund under our guarantee and then make a new ring in the correct finger size. If a refund is sought and then a new ring ordered, a resize/remake fee will be charged.
Procedure for Claiming a Refund
Before attempting to claim a refund, you should check the guarantee/refund exceptions that have been outlined on this page.
To claim a refund under this guarantee you must first notify H&H Jewellery within 30 days by phone or email to advise us of the problem with the product. If a refund is being sought, we will advise whether this is possible. If a resize or remake is required, we will advise whether it is possible and whether any fees apply. If an exchange of a gift is sought, we will advise whether an exchange will be allowed.
Please note that all refunds are subject to inspection by our jewellers once the item has been returned.
We will then send return delivery instructions to you via email; these delivery instructions must be followed. Please note that for international customers, the return instructions are important for minimising your return delivery fees and applicable customs costs.
The product must be returned to H&H Jewellery within 14 days from the date it was delivered to the customer. The customer will be responsible for all shipping costs for the return of jewellery. Once we receive the returned product, we will contact you to confirm receipt.
If a product is returned without following these instructions, if a product is returned without first contacting H&H, if a product is returned outside the 14 day period, or if one of the above listed circumstances has occurred, a refund will not be granted. If the item has sent back to H&H and any of these circumstances apply, it will be sent back to the customer and they will be responsible for all shipping costs.
The above guarantee does not apply if an order is cancelled before you receive it.
H&H Jewellery reserve the right to not accept a cancellation and to proceed with delivery of the product. We may, however, use our sole discretion to accept a cancellation as they see fit and provide a refund or partial refund as they see fit. Cancellation fees may apply.
These general guidelines for cancellations scenarios will apply:
- If a product has been dispatched, that order cannot be cancelled and a refund will not be given
- Cancellations of custom made jewellery will not be accepted and a refund will not be given
- A refund will not be given if a previous attempt to cancel the order before it was dispatched was made
- If a customer attempts to cancel the order within one week of the order date, a cancellation fee of between 10 and 50% may apply and the balance may be refunded at H&H’s discretion
- If a customer attempts to cancel an order more than one week after the order date, the cancellation may be refused and a refund denied OR a cancellation fee much higher than that shown above may be applied with the partial refund of any balance amount given at H&H’s discretion
Subject to the above circumstances, the guarantee applies exclusively to orders received through H&H Jewellery’s website and telephone orders. It does not apply to customers who purchase and/or pick up the products in store.
H&H Jewellery reserves the right to refuse to fulfill orders which it deems likely to be fraudulent or of a high risk nature. Any suspected fraudulent activity will be immediately reported to the authorities without exception.
Every effort is made by H&H to ensure that the products advertised on this website are available and are available at the price advertised. Availability and price is subject to change without notice. H&H Jewellery makes not representations or warranties regarding the accuracy of the data on this website. If we find that you have ordered an item that was incorrectly priced or described, we will immediately contact you before processing your order for your instructions.
All images, designs, logos and content on this website is the copyright of hhjewellery.com.au and/or of the respective owners/content providers and may not be copied or used in any way without our express permission.
The information we collect
We lawfully collect personal information that is necessary for our business to function and may include:
- Information you provide us when you purchase goods. This information will include your name, address and contact details.
- Information derived from communications between us and you.
The use of the facilities and services available through our website will determine the amount and type of information we collect. The only personal information we collect when you use out website is what you tell us about yourself by completing an online form, for example, or when you send us an email and we record your email address.
How we use your information
We use the information we collect for the purpose disclosed at the time of collection or otherwise as set out in this Privacy Statement. We will not use your personal information for any other purpose without first seeking your consent, unless authorised or required by law. Generally, we will only use your personal information:
- To establish and maintain your relationship as a customer of H&H Jewellery.
- To provide the products and services you have requested from hhjewellery.com.au.
- To administer and manage those products and services.
- To answer your inquiry.
- For marketing by email specials on products you have shown interest in and only with your explicit prior consent.
If you have requested to be on our mailing list, you may at any time decline any further marketing communications. You may also, at any time, ask to be removed from our mailing list. You are not added to our mailing list by simply sending us an email enquiry.
Access to your information
In most cases, you can gain access to the personal information that H&H Jewellery hold about you, subject to some exceptions allowed by law. If you would like to check or amend your contact details, contact us. We will deal with all requests for access to personal information as quickly as possible.
H&H Jewellery take all necessary steps to keep secure any personal information that we hold and to keep this information accurate and up to date. Personal information is stored in a secure server and secured file storage.
The internet is not always a secure method of transmitting information. Accordingly, H&H cannot accept responsibility for the security of information you send to or receive from us over the internet or for any unauthorised access or use of that information.