General information

Orders are typically dispatched within 1–2 business days. During peak periods or sale events, dispatch times may be slightly extended. If your order is time-sensitive, please contact the House and we’ll do our best to assist.

We offer flat-rate standard shipping at $10, complimentary on orders over $250. Express shipping is available for $15, with complimentary express on orders over $350. All orders are sent via Australia Post, and you’ll receive a tracking number once your piece has left the House.

Shipping Rates

All prices are listed in AUD.

Shipping Protection

What We Cover

Lost Parcels

If your order stops updating in transit, you can lodge a claim after 5 days for domestic shipments or 7 days for international. You may also submit a claim if 72 hours have passed beyond the estimated delivery date with no movement. Claims must be filed within 30 days of the last tracking update.

Stolen Parcels

For packages marked as delivered but not received, please wait 5 days before submitting a claim. Claims must be lodged within 30 days of the delivery scan. If your address was entered correctly and the parcel was misdelivered, we will arrange a replacement. In circumstances involving repeated missing deliveries, we may ask for supporting evidence such as a signed declaration or photos of your mailbox or entry area.

Damaged Items

If your jewellery arrives damaged, claims must be submitted within 30 days of delivery. We may request that the item be returned for assessment before a replacement or resolution is provided.

Split Deliveries & Packing Mistakes

If your order was separated into multiple shipments and something hasn’t arrived, we’ll resend or refund the missing part. If something was unintentionally left out during packing, we’ll ship the omitted item as soon as we are notified.

What We Don’t Cover

• Parcels returned due to an incorrect or incomplete address or when delivery is refused.

• Delays caused by customs processing; any associated duties or import fees are the customer’s responsibility.

• Orders that have not yet been shipped or are still marked as “unfulfilled.”

• Claims submitted too early (within 5 days of a delivered scan).

• Claims submitted outside the 30-day window from the last tracking update or the delivery date.

• Packages that arrive sealed and intact but appear to be missing an item that was not shipped separately — this is treated as a packing issue, not a transit problem, and will be handled accordingly.
  

Fraud Prevention

• We may request verification documents (such as a statutory declaration or photos) to support your claim.

• Shipping protection may be declined if we detect a pattern of unverified or suspicious claims. 

• In some cases, coverage may be limited for addresses where repeated unresolved losses occur.

We currently don’t ship overseas, but we’re working on providing this service soon.