FAQs
Frequently Asked Questions (FAQs)
General Questions
Q1: What makes Primitive Earth Jewellery different from other brands?
At Primitive Earth Jewellery, we prioritize quality, ethical sourcing, and sustainability. Our pieces are handcrafted by skilled artisans using responsibly sourced materials, ensuring that every item is both beautiful and environmentally friendly.
Q2: Where are your materials sourced from?
We carefully select our materials from suppliers who share our commitment to ethical and sustainable practices. Our gems and metals are sourced from mines and partners that adhere to fair labor practices and environmental responsibility.
Q3: Do you offer custom designs?
Yes! We love creating custom pieces that are unique to you. Whether you have a specific design in mind or need help crafting the perfect piece, our team is here to assist you. Contact us for more details.
Q4: How do I care for my jewellery?
Proper care is essential for maintaining the beauty and longevity of your jewellery. We provide care instructions with each piece. Generally, it's best to avoid exposure to harsh chemicals, store items in a cool, dry place, and clean them regularly with a soft cloth.
Q5: Is your jewellery suitable for people with sensitive skin?
We use hypoallergenic materials in many of our designs to ensure they are safe for sensitive skin. If you have specific concerns, please let us know, and we can guide you to the best options.
Shipping and Delivery
Q6: What are your shipping options?
We offer various shipping options, including standard, express, and international delivery. Shipping times and costs depend on your location and the chosen shipping method.
Q7: How long will it take to receive my order?
Typically, orders are processed within 1-3 business days. Shipping times vary based on the selected shipping method and destination. For detailed information, please refer to our Shipping Policy.
Q8: Do you offer free shipping?
Yes, we offer free standard shipping on orders over a certain amount within Australia. For international orders or expedited shipping, additional fees may apply.
Returns and Exchanges
Q9: What is your return policy?
We want you to love your Primitive Earth Jewellery. If you are not completely satisfied with your purchase, you can return it within 30 days for a refund or exchange, provided it is in its original condition. Custom or personalized items may have different return conditions. Please review our Return Policy for more details.
Q10: How do I initiate a return or exchange?
To start a return or exchange, contact our customer service team with your order details. They will guide you through the process and provide you with a return authorization.
Q11: Can I return a custom or personalized item?
Custom and personalized items are generally non-returnable unless there is a defect or error in the order. We strive to ensure you are delighted with your custom pieces, so please contact us if there are any issues.
Payments and Security
Q12: What payment methods do you accept?
We accept a variety of payment methods, including major credit cards, PayPal, and Afterpay. For detailed options, please refer to our Payment Information page.
Q13: Is it safe to shop on your website?
Yes, we use secure encryption technology to protect your personal and payment information. Your privacy and security are our top priorities.
Q14: Can I use multiple forms of payment?
Currently, we can only process one payment method per transaction. If you have a gift card or discount code, you can apply it during checkout.
Product Information
Q15: How can I find my ring size?
We provide a ring size guide on our website to help you find the perfect fit. You can also visit our boutique for professional sizing.
Q16: Are your diamonds and gemstones conflict-free?
Absolutely. We ensure all our diamonds and gemstones are sourced from suppliers who comply with the Kimberley Process and other ethical standards to guarantee they are conflict-free.
Q17: Can I request a different metal or finish for an existing design?
Many of our designs can be customized with different metals or finishes. Contact us with your preferences, and we’ll do our best to accommodate your request.
Contact and Support
Q18: How can I contact customer service?
You can reach our customer service team via phone at (07) 1234 5678, email at support@primitiveearthjewellery.com.au, or through our Contact Us page.
Q19: Do you have a physical store I can visit?
Yes, we welcome you to visit our boutique located at 123 Coastal Lane, Sunshine Coast, QLD. Our team is excited to help you find the perfect piece in person.
Q20: Do you offer gift wrapping?
Yes, we offer complimentary gift wrapping for all our jewellery. Just select the gift wrap option during checkout, and we’ll beautifully package your order.
If you have any other questions, feel free to reach out to us. We’re here to help you shine with confidence!
Primitive Earth Noosa Shipping Policy
At Primitive Earth Jewellery, we strive to ensure that your shopping experience is as seamless and enjoyable as possible, from browsing our collections to receiving your order. Below is our comprehensive shipping policy to guide you through our delivery processes.
Domestic Shipping (Within Australia)
Free Standard Shipping:
We offer free standard shipping on all orders over AUD $100 within Australia. For orders under this amount, a flat rate of AUD $10 will be applied.
Standard Shipping:
- Cost: Free for orders over AUD $100; AUD $10 for orders under AUD $100.
- Delivery Time: Typically 3-7 business days.
Express Shipping:
- Cost: AUD $15 for all orders.
- Delivery Time: 1-3 business days.
Delivery Service Providers:
We partner with reliable carriers such as Australia Post and CouriersPlease to ensure timely and safe delivery of your orders.
International Shipping
International Shipping Options:
We are pleased to ship our jewellery worldwide. Shipping rates and delivery times vary depending on the destination.
Standard International Shipping:
- Cost: AUD $25 for all orders.
- Delivery Time: 10-20 business days, depending on the destination.
Express International Shipping:
- Cost: AUD $45 for all orders.
- Delivery Time: 5-10 business days, depending on the destination.
Customs and Duties:
International orders may be subject to customs duties and taxes based on the destination country's regulations. These charges are the responsibility of the recipient and are not included in the shipping costs. We recommend checking with your local customs office for more information.
Processing Time
Order Processing:
Orders are typically processed within 1-3 business days. During peak periods or holidays, processing times may be extended. Custom or personalised orders may require additional time to prepare.
Order Confirmation:
Once your order is placed, you will receive an email confirmation. A follow-up email with tracking information will be sent once your order has shipped.
Tracking Your Order
Shipment Tracking:
All orders include tracking information. You will receive a tracking number via email once your order has been dispatched. You can use this number to monitor the status of your shipment through our carrier’s website.
Lost or Delayed Packages:
While we strive for prompt delivery, there are rare instances where packages may be delayed or lost. If your order has not arrived within the estimated delivery time, please contact our customer service team for assistance.
Additional Information
Gift Wrapping:
We offer complimentary gift wrapping for all orders. Please select the gift wrap option at checkout.
Delivery Address:
Please ensure that your delivery address is accurate and complete. We are not responsible for orders shipped to incorrect addresses provided at checkout.
Signature on Delivery:
For security reasons, some orders may require a signature upon delivery. If you are not available to receive your package, a card will be left with instructions on how to arrange a redelivery or collection.
Contact Us
If you have any questions about our shipping policy or need assistance with your order, please do not hesitate to contact us:
Email: support@primitiveearthnoosa.com.au
Phone: (07) 54 740 331
Address: PO Box 257, Noosaville, QLD 4566
Thank you for choosing Primitive Earth Jewellery. We look forward to making your shopping experience delightful from start to finish.