SHIPPING & DELIVERY UPDATED - May 2022

CLICK & COLLECT TIMES - MELBOURNE OFFICE 
Same-day Click & Collect is available on Monday, Wednesday and Friday during the following hours. We will notify you by email you once your order is ready for collection.
  • Morning: 10am to 12pm
  • Afternoon: 1pm to 4pm

 

    WHICH COUNTRIES DO YOU SHIP TO? 
    All of them. We ship worldwide. We use Australia Post nationwide, and DHL Express for all international shipping.


    SHIPPING COST - Free Express Worldwide Shipping over $399 AUD
    • Australia $10 (Express Post, inc. insurance + signature)
    • NZ $25 (DHL Express 2-3 business days)
    • USA & Canada $30 (DHL Express 3-7 business days)
    • Europe & UK $35 (DHL Express 3-7 business days)
    • Middle East $40 (DHL Express 3-7 business days)
    • Rest of the World $40 (DHL Express 3-7 business days)
    With DHL Express International, you have full control over your shipment via the DHL app. Note: This is the cost for shipping only and does not include import duties & taxes which must be paid for by the receiver. 
        
      VAT / IMPORT TAXES AND DUTIES
      Please note shipping costs do not include VAT / import duties & taxes, these costs are the responsibility of the customer. Please check all VAT / import duties & 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, and we ship three days per week, Monday, Wednesday and Friday. If you order after 12pm on a Friday, your order will be shipped on the following Monday. 


      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 Covid-19 and extreme weather conditions around the country, 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: 2-3 business days with DHL Express
          • Rest of the World: 3-7 business days with DHL Express

             
            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?
            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. 


            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 
            If an order is declared lost by our shipping provider, Aletheia & Phos will replace your order free of charge.