SHIPPING & DELIVERY UPDATED - FEB 22
CLICK & COLLECT TIMES - MELBOURNE OFFICE
Same-day Click & Collect is only available Monday, Wednesday, Friday during the following hours. We will notify you by email you once your order is ready for collection.
Monday, Wednesday, Friday
- Morning: 10am to 12pm
- Afternoon: 1pm to 4pm
WHICH COUNTRIES DO YOU SHIP TO?
All of them. We ship worldwide.
SHIPPING - FREE EXPRESS WORLDWIDE SHIPPING
SHIPPING - FREE EXPRESS WORLDWIDE SHIPPING
- Australia - All orders are shipped with Australia Post Express Post. Includes insurance, tracking & signature.
- Rest of the World - All international orders are shipped with DHL Express International. You have full control over your shipment via the DHL app. Includes insurance, tracking & signature. This does not include import duties & taxes.
VAT / IMPORT TAXES AND DUTIES
Please note shipping costs do not include VAT / import duties & taxes. All import taxes and duties are the responsibility of the customer. Please check all import taxes with your local customs office prior to purchasing as Aletheia & Phos cannot accept returns due to unexpected taxations from your country.
WHEN WILL MY ORDER BE PROCESSED?
Orders are usually processed within 24 hours. If your order is received after 12pm on a Friday, it will be processed on the following Monday morning.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
- Australia - The Australia Post Express Post guarantee is currently suspended. Express Post remains the fastest postal delivery option within Australia. Due to current circumstances with Covid-19, Australia Post cannot guarantee next-business-day delivery at the moment. Click the link above for the most up-to-date delivery times.
- New Zealand - DHL Express International: Usually next business day, however due to Covid-19 delays and disruptions to flights, DHL Express can take up to 5 business days.
- Rest of the World - DHL Express International: Usually 2-3 business days depending on your location, however due to Covid-19 delays and disruptions to flights, DHL Express delivery can take up to 7 business days.
HOW DO I TRACK MY ORDER?
Once your order has been processed, we'll send you an email and SMS (if you opted in for SMS notifications) with your shipping confirmation and tracking link.
MY SHIPPING ADDRESS IS INCORRECT, HOW CAN I CHANGE IT?
MY SHIPPING ADDRESS IS INCORRECT, HOW CAN I CHANGE IT?
If you notice an error in your shipping address contact Customer Care immediately. In most cases we can amend your shipping address, however once your order has been picked up by our courier, we’re unable to make changes. If your order is being shipped with DHL Express; you have full control over your shipping details and can amend your address via your tracking link.
MY ORDER WAS RETURNED TO SENDER, WHY?
MY ORDER WAS RETURNED TO SENDER, WHY?
Your order may be returned-to-sender if you're not home, your address was wrong or if it is incomplete. To avoid your jewels being returned-to-sender, please ensure;
- You provide the correct delivery address
- Track your order regularly
- Someone is available to accept and sign for your order
Aletheia & Phos are not responsible for orders returned-to-sender. Aletheia & Phos will not refund or replace orders scanned as delivered by the shipping provider. Aletheia & Phos are not liable for return-to-sender orders that are lost or damaged. Please note: Your order can be re-shipped at standard shipping rates.
ORDERS DECLARED LOST IN TRANSIT
ORDERS DECLARED LOST IN TRANSIT
If an order is declared lost by our shipping provider, Aletheia & Phos will replace your order free of charge.