Shipping policy
Shipping Policy
At Ash & Stone, we are dedicated to ensuring that your keepsake jewellery is delivered with care and efficiency. As each piece is handcrafted and customised to your specifications, the following outlines our shipping process, including turnaround times, costs, international shipping, and client responsibilities.
Turnaround Time for Orders
All Ash & Stone keepsakes are individually crafted to order. Our standard dispatch timeframe is 10 weeks from the date your inclusions are received. Please note that turnaround times may vary depending on order volumes, seasonal demand, or unforeseen circumstances. We always strive to dispatch as promptly as possible while upholding the high standard of craftsmanship for which we are known.
Worldwide Shipping
Ash & Stone offers worldwide shipping, allowing clients across the globe to receive their keepsakes. We partner with trusted and reputable shipping carriers to ensure your jewellery is handled with care and delivered safely.
Shipping Costs and Delivery Times
Shipping costs and estimated delivery times will vary depending on your location and the shipping method selected at checkout. During busy periods such as public holidays, delivery times may be extended by the carrier. All shipping options and associated costs are displayed during the ordering process so you can select the method that best suits your needs.
Customs Fees and Import Taxes
For international orders, clients are responsible for any customs duties, import taxes, or other fees imposed by the destination country. These charges are determined by the relevant customs authority and are outside the control of Ash & Stone. We recommend that you familiarise yourself with your country’s import regulations before ordering to avoid unexpected costs.
Tracking and Notifications
Once your order has been dispatched, you will receive an email confirmation including your tracking details. This will allow you to monitor the progress of your shipment and check the estimated delivery date. Please note that once a parcel is handed over to the carrier, delivery times are subject to their schedule and any delays outside our control.
Delays and Delivery Issues
While we take every measure to ensure timely delivery, Ash & Stone cannot be held liable for delays caused by customs processes, courier delays, weather events, or other circumstances beyond our control. In the rare event that your parcel is significantly delayed or lost, please contact us at hello@ashandstone.com.au and we will assist you in resolving the issue with the carrier.
Address Accuracy
It is the client’s responsibility to provide complete and accurate shipping information at the time of checkout. Ash & Stone is not responsible for lost or undelivered parcels resulting from incorrect or incomplete details. If you need to update your shipping address, please notify us as soon as possible.
Returns and Exchanges
As each piece is custom-made and contains personal inclusions, Ash & Stone does not accept returns or exchanges for change of mind. For further details, please refer to our Warranty and Guarantee Policy.