Customer Service

• Shipping & Delivery
• Credit Card Security
• Returns & Replacements
• Ordering
• Payment, Pricing & Promotions
• Viewing Orders
• Updating Account Information

Shipping & Delivery

FREE Postage to anywhere in Australia!

ORDERS UNDER $100

FREE regular post with Australia Post to anywhere in Australia.

Your order will be processed in 1-7 Business days. Regular Post estimated delivery time is 1-5 Business Days to most destinations. If you require your purchase before a particular date, please contact us!

Please note, Twelve Pearls does not accept any liability for Regular Post parcels being lost or stolen. If your order is under $100 and would like to upgrade your shipping option to Registered Post, please contact us for costs.

ORDERS OVER $100

FREE Registered Post anywhere in Australia!

Details

Your order will be processed in 1-7 Business days unless stated otherwise. Registered Post estimated delivery time is 1-5 Business days to most destinations. A signature is required for Registered Mail deliveries.

Insurance

For your peace of mind, Twelve Pearls will send your parcel anywhere in Australia via Registered Post through Australia Post. Registered Post includes up to $100 worth of insurance. If your purchase is valued over $100 and up to $5,000 we will obtain Extra Cover which gives you total protection. This is FREE to you!

Lost or Stolen Parcels

If your Registered Post or Express Post Platinum parcel seems to have been lost of stolen, Twelve Pearls will contact Australia Post who will lodge an investigation. Your purchase is insured and will be replaced if Australia Post decides the parcel has been lost or stolen, however this will only be done once the investigation is complete and Twelve Pearls has received the insured amount which can take up to 2 - 3 weeks.

If you require your order urgently and before the investigation is complete, at Twelve Pearls discretion, we may ask you to pay for the item again and will refund the second amount once Australia Posts investigation is complete and Twelve Pearls has received the insured amount. This protects Twelve Pearls in the event that the first parcel turns up during the investigation and gets delivered to the customer. It guarantees the customer returns the order for a refund.

Credit Card Security

We take fraud very seriously and in an effort to protect our customers and enhance our service we have implemented the following procedures:

1. We record your IP address and the exact date and time of your order in our database.
2. Repeated failures to obtain authorisation from the credit card authorities will result in the details of such an event being automatically referred to the relevant authorities.
3. Customers may be required to provide appropriate identification with their first purchase from us. This can be a fax copy of a credit card, a current driver's license that matches the delivery address or a passport. The name on the identification must match both the order and credit card details used. Smaller orders may be verified by other means.
4. Subsequent orders will be subject to random verification,
5. Shipping names and addresses will be verified using a variety of means before products are shipped and the customer notified if there are any discrepancies.
6. All suspected fraud will be reported to the police and the credit card issuer.
7. Use of a DNS Anomyser will likely result in a failed transaction

Failing these checks will result in the order being put on hold and details will be referred to the relevant authorities.

We Accept The Following Credit Cards

• Visa
• Mastercard

We also accept payment via PayPal. Direct Deposit by request.

Returns & Replacements

Our Return Policy

We offer a 90 day Money Back Guarantee which makes sure of complete satisfaction with all our products. If you are not satisfied for any reason, please follow our return policy instructions and you will receive a full refund.

Instructions

Please contact us to receive your return form. Once filled out, please include with your product return.

Postage requirements

All postage expenses associated with the product return are to be covered by you the customer. You are required to return the product in original condition and package it adequately so as to not damage in transit. Please post via Australia Post Registered Post with enough insurance to cover the amount you paid originally. This is to ensure we receive the product safe and sound and you receive your full refund (even if lost in transit.)

Ordering

Your order will be processed in 1 - 7 business days unless stated otherwise. Your pearl strands are individually created to order.

Payment, Pricing & Promotions

All prices quoted on this site are inclusive of GST. That means, the GST has already been calculated and included in the price.

If an item has been incorrectly priced, Twelve Pearls reserves the right to cancel the order and issue a refund.

We accept payments via Visa, Mastercard, PayPal & Direct Deposit.

Viewing Orders

For registered users, you can view your ordering history by logging into your account and viewing your orders by clicking on the "Orders" link. For unregistered users, please contact us via the contact form and we'll be able to help you out.

Updating Account Information

For registered users, please log into your account. There you can update all relevant account information.

ADMIN ADDRESS

LEVEL 1, 180 PLENTY RD PRESTON, VICTORIA, 3072, AUSTRALIA - PLEASE NOTE - WE DO NOT KEEP STOCK HERE AND CANNOT BE CONTACTED HERE. THIS ADDRESS IS FOR ADMINISTRATION PURPOSES ONLY, TO COMPLY WITH OUR SECURE PAYMENT GATEWAY CONDITIONS, WE NEED TO PROVIDE AN ADMIN ADDRESS. WE ARE PURELY AN ONLINE STORE.