Order Handling Times
We deliver smiles! Upon placing your order it will be processed and sent within 2-3 business days. Personalised products will take up to 5 days under normal circumstances. During peak periods such as Mother’s Day and Christmas please allow up to 8 business days for your order to be processed and sent. This processing time in in addition to the delivery times by Australia Post.
Shipping
All parcels will be sent via Registered Post through Australia Post. Registered Post requires a signature upon delivery so please provide a suitable address where a signature on delivery is possible. Tracking and insurance is included on all Registered Post parcels and normally delivery will be up approximately 5 business days. Polka Dot Duck cannot be held responsible for longer delivery times as this is outside of our control. You are also welcome to contact your Jewellery Express Post parcels allow for next day delivery within specified metropolitan centres (these postcodes are listed on the Australia Post website. Express Post parcels also require a signature on delivery so please provide an address where signature is possible during business hours.
Out of Stock/Back order items
Polka Dot Duck will attempt at all times to accurately display if an item is unavailable. If the situation arises that your order contains components that are unavailable we will attempt to send your parcel within the above specified period and offer you the choice to send the out of stock items at our own cost when they arrive back in stock or provide you with a refund or substitution at your discretion. Every attempt to avoid this situation will be made.
Your happiness is our #1 priority!
When you shop with Polka Dot Duck we have your back… Polka Dot Duck stands behind its fantastic products and old-fashioned service too. If you are not 100% happy with your jewellery purchase simply contact us within 30 days of the receipt of your order. We will offer a refund or exchange – no stress or drama – just fantastic customer service.
Personalised Jewellery will only be refunded or exchanged in the case of product defect, not if you simply change your mind. All personalised products are hand-stamped and differences in letter depth, alignment and spacing is part of the hand-made art. No pieces are machine stamped/engraved and this is part of the unique art and quirkiness of your piece, that it was hand-made is a special part of our business that we treasure in a world of machine manufacturing.
We promise to deliver a smile.
Missing items or incorrect item(s) in your order
If you purchased from one of our Jewellery Designers:
- Contact your Independent Jewellery Designers directly.
- Please have your order number or receipt ready.
If you purchased online through this website:
- Click on our ‘Contact Us’ tab on the Homepage and send us an email titled ‘Missing/Incorrect Order’ and let us know what went wrong. We will resolve the issue with a smile within 5 business days.
Product Exchange
If you require an exchange for the exactly the same item number please click on the ‘Contact Us’ tab on the Homepage and send us an email with the subject title ‘Product Exchange’. Please include the product(s) SKU and description so that we can resolve this issue for you as soon as possible. You are also welcome to contact your Jewellery Designer and have them facilitate the exchange for you too. We will ask you to send the item back to us and provide you with an Exchange Number to facilitate the process. We promise to be in contact with you within a maximum of 5 business days.
Refunds
Please contact us via the ‘Contact Us’ tab on the Homepage and send us a message with the subject title ‘Refund’, or contact your Jewellery Designer to facilitate the process for you. Please provide your order number and any supporting information (it is not to hassle you but we would like to use the opportunity to know what went wrong so that we can improve our service in the future.) You will be provided with a Refund Number, please place this, your receipt and your product (well-wrapped in its original packaging) in a padded envelope or box to ensure it arrives safely and send it to us at: Polka Dot Duck Pty Ltd, P.O Box 2145, Glenelg S.A. 5045 Once we receive your package and it is inspected by our staff your refund will be processed within 5 business days.
TERMS AND CONDITIONS: REFUNDS AND EXCHANGES
- Requests for exchanges and refunds need to be made within 30 days of receipt of your order either through the Polka Dot Duck Main Office or through your Independent Jewellery Designer.
- We advise you send any item(s) to us via Registered Post or via an insured method to ensure that items are not lost. Polka Dot Duck cannot be held responsibility for lost or damaged parcels sent by you.
- Refunds/Exchanges must be received by Polka Dot Duck within 7 days of lodging your request and with the Refund/Exchange Number and requested information enclosed.
- All Refunds/Exchanges will be processed within a maximum of 5 business days.
- You will not be charged Postage fees on any exchange of product.
- Apart from returns for defective products all items must be received by Polka Dot Duck in saleable condition, new, unworn and in their original packaging.
- No exchanges or refunds are available on ‘discontinued sale’ items.
- Refunds will be issued via your original payment method. Credit Card refund processing times vary by bank, we will process the refund within a maximum of 5 business days, please allow additional time for your bank to settle the funds in to your account.
- Personalised Jewellery will only be refunded or exchanged in the case of product defect, not if you simply change your mind. All personalised products are hand-stamped and differences in letter depth, alignment and spacing is part of the hand-made art. No pieces are machine stamped/engraved and this is part of the unique art and quirkiness of your piece, that it was hand-made is a special part of our business that we treasure in a world of machine manufacturing.