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New Collection ~ Palace Nights ~ Online Now!

CUSTOMER CARE

In alignment with our sustainability charter, the majority of Nat Kent Jewellery is handmade to order in our Gold Coast studio, and is shipped within 24 - 72 hours of your purchase. Naturally, we want your purchase to arrive quickly and safely. Please allow up to 3 days for your product to be created, packaged and shipped.

Your parcel will require a signature on delivery. Please ensure you give a suitable address. If our courier is unable to successfully deliver your purchase, a card will be left, with contact details for making alternative arrangements. If the parcel is returned to Nat Kent Jewellery and you require the goods to be resent, an additional shipping cost will be charged. Please note, we are unable to redirect parcels once they have been dispatched.

As you can understand, we are unable to take responsibility for any unforeseen circumstances or reasons beyond our control, which may cause your delivery to be late. Nat Kent Jewellery takes no responsibility for parcels lost or damaged in the post.

Shipping within Australia incurs a $10.00 postage and handling fee (standard post) or $15.00 postage and handling fee (express post) for all orders under $150. Australian domestic orders over $150 ship for FREE. For all deliveries, within Australia, we use Australia Post parcel service. However, we reserve the right to use an independent carrier at our discretion (e.g. Fastways, DHL, TNT, Startrack). Each delivery is confirmed via email with a tracking number so you many monitor your parcel’s transit. Please allow 1-5 days for your parcel to arrive once shipped, depending on your location.

International deliveries to New Zealand incur a flat shipping rate of $15.00. All other international deliveries (rest of the world) incur a flat shipping rate of $25.00. International orders over $300 ship for FREE. All international deliveries will be sent by express courier or Australia Post’s international parcel service. The appropriate transit method will be determined based on the package size and delivery location. All deliveries will be confirmed via email with a tracking number, so you may monitor your parcel. Please allow between 6 - 25 days for delivery of international parcels. International customers are responsible for any duties or taxes resulting from their purchase.

CHANGE OF HEART PURCHASES

We want you to love your new Nat Kent Jewellery purchase. If you change your mind about your purchase, for any reason, Nat Kent Jewellery will happily offer a gift card to the full sale amount, if contacted within the first 10 days of receiving your purchase. To organise a return or exchange, please email our customer care team at help@natkent.com.au, or use the contact form below to obtain a Return Authorisation (RA) number. It is essential to make contact via email, outlining the issue, prior to sending your goods back. Please allow 7 days for your return to be processed once received.

DAMAGED OR FAULTY GOODS

We want you to love your purchase as much as we enjoyed creating it for you. All Nat Kent Jewellery is made with care and consideration, then carefully inspected and packed prior to delivery to ensure that they leave the studio in perfect condition.

If you feel that your jewellery has arrived in less than perfect condition or has been damaged in transit, notify us immediately via email (or the contact form below) so we can resolve the issue.

Please include in the email, proof of purchase and a photograph of the issue.

PRODUCTS THAT CANNOT BE RETURNED

At Nat Kent Jewellery, we only offer refunds on full priced purchases. Unfortunately, we cannot offer a return or exchange on the following products:

* A product that is not in it's original condition because it has been worn, is scratched, damaged or is not in its original packaging.

* All earrings and headpieces cannot be returned due to health and safety requirements.

* If the piece is custom made, made to order, or has been modified at the request of the customer.

* If the item is returned outside of the timeframe stated above (10 days of receiving your purchase)

*We not offer refunds on sale products or products purchased with promotional codes.

If you have a problem with your purchase, please do not hesitate to contact us, so we can help you resolve your issue.

RETURN ADDRESS:

All returns are mailed to:

Nat Kent Jewellery

33 Maralinga Drive Ashmore,

Queensland, Australia 4214

Nat Kent Jewellery offers a 6 month manufacturing warranty on all full price items. This covers faulty clasps, faulty chain links and faulty stone setting. In the rare case that breakage occurs due to a manufacturing fault within the first 6 months of purchase Nat Kent Jewellery will happily repair the item or offer a gift card to the full amount paid. The customer will also receive a 3 month extended warranty on the repaired item.

If damage has occurred due personal wear & tear, discolouration due to metal-skin reaction, mishandling or not caring for your piece as per our Care Guide it will not be covered under warranty.

If you feel that your jewellery has arrived in less than perfect condition or has been damaged in transit, notify us immediately via email so we can resolve the issue.

Please include in the email, proof of purchase and a photograph of the issue.

Please refer to our Exchange & Return Policies for more information.

Yes, we do. Gift Certificates can be purchased here.

It depends on the product and materials required to make it. As many of our products are made to order there is some scope to tailor products to our customers.

Please contact nat@natkent.com.au to discuss your idea. We are happy to talk through our production process and, if possible, we will provide a quote and timeframe for your custom purchase.

Please note: All custom products are final sale.

The best way to contact us, is directly via email (nat@natkent.com.au) or through the contact form on our website. We aim to reply to all our emails within 12-48 hours.

RETURNS & EXCHANGES

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