FREE EXPRESS SHIPPING ON ORDERS $150+. AFTERPAY AVAILABLE.

FAQs

  

Orders

Once your order is placed, an automated email confirmation will be sent to you. Please ensure that your email and postal address has been entered correctly.

We endeavour to dispatch all orders placed before 8.30am (AEDT) on the same day.

We ship all Australian orders using Australia Post. You can follow your Australia Post parcel using their tracking service here.

International orders are shipped using AUS POST International.

Once your order is placed it is automatically emailed to our warehouse for processing. 

Due to our automated warehousing process, once your order is submitted, we are unable to make any changes. However, we will make every effort to accommodate your request. However this may cause delays for delivery.  If you have any concerns, please contact us at digital@nicolefendel.com.au.

Once your order is placed it is automatically emailed to our warehouse for processing. 

Due to our automated warehousing process, once your order is submitted, we are unable to make any changes. However, we will make every effort to accommodate your request. However this may cause delays for delivery.

If you have any concerns please contact us at digital@nicolefendel.com.au.

Once your order is placed, an automated email confirmation will be sent to you. Please ensure that your email and postal address has been entered correctly. You will be notified when your order leaves our warehouse, and you will receive regular tracking updates as it makes its way to you.

Orders placed before 8.30am will be processed and shipped within one business day. 

Handmade pieces may be a few extra days required for Nicole to beautifully create your new piece. 

During sale periods and collection launches please allow a few extra days required for us to process your order. 

Once your order is placed, an automated email confirmation will be sent to you. Please ensure that your email and postal address has been entered correctly.

Australian orders shipped using the standard Australia Post shipping service will arrive 2- 5 business days, and Australia Post Express orders will arrive within 1 - 3 business days.

New Zealand Orders are sent via Pack & Track - Australia Post International .Please allow 3-10 Business days for delivery. 

International Delivery time will vary depending on your region, however, please allow 1-3 weeks for worldwide delivery.

Please note: Shipping times are a guideline and subject to change based on order volumes, Australia Post-delivery issues and other unforeseen events out of our control.

As an international customer (outside of Australia), please be aware that your home country may charge import taxes & customs duties when the order arrives at the country of destination.

These duties & taxes are required to be paid by the customer. We recommend contacting your local customs office for an estimate of these fees.

From 1 December 2019, New Zealand Goods and Services Tax (GST) of 15% will apply to the sale of low value goods that are imported by consumers into New Zealand (NZ). For more information please click here.

Shipping

Within Australia we offer Free Express Shipping for all orders over $150 AUD. Orders under $150 AUD have a flat $8.95 shipping rate.

Orders to New Zealand have a flat $15 shipping rate Orders are sent via Pack & Track - Australia Post International. 

International Orders  have a flat $29.99 shipping rate and are sent via AUS POST International.

North America: Canada, Puerto Rico, United States of America

Oceania: Australia, New Zealand

Europe: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Hungary, Ireland, Italy, Netherlands, Norway, Poland, Slovakia, Spain, Sweden, United Kingdom

Asia: Hong Kong, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand

Middle East: Qatar, Saudi Arabia, United Arab Emirates

Returns

Yes as long as the earrings are unworn and are in its original condition with tags and original packaging.

We have a on 14 day return policy on all Full Price and Sale items. The return window begins on the day the order is delivered. You are eligible for a full refund or store credit if you meet our conditions. Please head to our Returns page here for conditions.

Please email your return request to digital@nicolefendel.com.au 

Once approved by our friendly team, please send the jewellery back to us with a copy of your approval email, and your Order receipt. 

Once we receive and process your return, you will be notified via email. Please note refunds can sometimes take up to 14 business days to be processed by your bank. 

Product Care & Materials

1. Use our dry micro-fibre cloth after every wear

2. Store your jewellery in the Nicole Fendel Biodegradable Zip Lock Pouches – ALWAYS.

3. Apply perfumes, creams and hair products before wearing your jewellery. 

4. Just like precious metals, pearls are sensitive to chemicals and other cosmetics. 

5. Always remove your jewellery before exercising, showering, swimming. Just like our hair, our jewellery does not like chlorine! 

6. Your jewellery does not like hand sanitiser, or any harsh chemicals. 

 

Want more information? Visit our care blog here.

Use our dry micro-fibre cloth - To remove tarnish, dirt, soap, natural oils from your skin, and anything else you might encounter through everyday wear. 

The polishing cloths are included in each order have been treated with an anti-tarnish agent. Gently wipe your products with your cloth after each wear to remove any natural oils that have been transferred from your skin. 

To get the best results gently buff your pieces until any imperfections or marks are no longer visible. Do not use the polishing cloth directly on delicate gemstones, hard gemstones or pearls

Always wash your hands after use and keep the cloth out of reach of children. 

Never wash the polishing cloth, as it will lose its effectiveness.

You may have noticed a black tab inside your pouch. This is treated with anti-tarnishing agents and protects metal from discolouration. 

When your jewellery is not being worn, always remember to place it back in our Zip Lock pouch in a safe place, with the strip included to protect it from the elements of daily exposure.

We work closely with our technicians across the globe, to support their communities and ensure that our products are of the highest quality. Each piece is handcrafted by our specialised technicians, with rare finishes and techniques.

We have a 2-year warranty. From the date of purchase, we’ll take care of your product if any damage to the material or the workmanship of the jewellery occurs. Just contact us and we’ll send you a replacement.

We work with highly skilled manufacturers to create handcrafted, ethically sourced pieces that are made to last. We’re confident in the quality of our product hence the 2-year coverage. This warranty does not cover lost items, scratches that come with normal wear and tear (like a bent ring or broken chain), improper use or storage of your product.

We are so sorry if your purchase is not perfect!

Please email us at digital@nicolefendel.com.au with your order number & a brief description of the fault/incorrect item. Images of the fault or incorrect item would be very helpful also.

Please keep a copy of your return postage receipts as we will reimburse you for these costs if the item is confirmed to be incorrect or faulty.

Please email us at digital@nicolefendel.com.au with your order number & some images of your piece, and one of our friendly staff will advise you on this.

We do offer a replating service offshore, however due to Covid-19 the lead times for replating are now 3 months.

If you want to make sure to get it right, take a look at our size guide here.  follow the steps to measure the circumference of your finger! 

For a gift – Do they already have a ring?  If so, try and snatch it to measure the internal diameter! Then, cross reference the diameter with our sizing chart here.

Warranty

We have a 2-year warranty. From the date of purchase, we’ll take care of your product if any damage to the material or the workmanship of the jewellery occurs. Just contact us and we’ll send you a replacement.

We work with highly skilled manufacturers to create handcrafted, ethically sourced pieces that are made to last. We’re confident in the quality of our product hence the 2-year coverage. This warranty does not cover lost items, scratches that come with normal wear and tear (like a bent ring or broken chain), improper use or storage of your product.

Gifting

Each piece is beautifully placed in our gift box wrapped in tissue paper.

During checkout, make sure to indicate which gift card you would like.


Our packaging includes our soft pink gift box and our biodegradable Zip lock pouches. Your special messages are handwritten on our gift card of choice.. 

It will be handwritten exactly how it is entered, so make sure there are no errors. If there is an emojis we will try our best to draw it! 

We want to make unboxing special for everyone, even when it's a gift for yourself! That said, we will combine items into one box if it is not indicated that it is a gift.

We're not able to accommodate shipments of additional packaging alone at this time, as there will be increased shipping fees associated.

Absolutely! We offer physical and digital gift cards. 

Click here and choose either physical (which will be shipped in hard copy) or digital (which will be emailed directly to the recipient) and select your preferred value.

Simply enter the code shown on the card by clicking Apply gift card during our checkout process. 

The value of your gift card will be automatically deducted from the order. Should a balance be owed, you can use a credit card or PayPal.

Payments

We accept Credit card or Debit Visa Card, Paypal Afterpay, ZipPay and Gift cards.

Simply enter the discount code at checkout.

Please note we cannot issue a refund to a method of payment that is different from the one used to place the order. Upon receiving your returned item at our warehouse, it will take up to 7-10 business days for the returns team to process and send you a return confirmation email.


Please note: We are unable to offer a refund on Afterpay orders, however we are able to offer a gift card. This is due to the cost we incur for offering these services on our website. 

Covid

Orders will be dispatched on time, however there may be an additional few days added onto the delivery timeframe.

We are still dispatching orders to countries that are in lockdown until further notice from DHL. If there are any issues dispatching to your country we will notify you.

Privacy

Please see Nicole Fendel privacy policy here.

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