Orders & Shipping
Order Tracking:
Orders are processed and dispatched during business hours, Monday through Friday, excluding public holidays. Once your order is sent out you’ll receive a tracking number via email to track your package. Please consider that delivery delays beyond our control may impact the arrival of your order.
Shipping Information:
We use Australia Post standard shipping service for all shipments, both within Australia and worldwide.
For all Australian orders placed under $100 we offer a flat shipping rate of $10 (4-8 Business days).
For all New Zealand orders placed we offer a flat shipping rate of $15 (4-8 Business days).
For all other countries to determine the delivery cost for your order, please proceed to checkout and provide your correct and complete shipping address.
Please note that the estimated delivery time for all international shipments is 15-25 business days.
We recommend adding a signature upon arrival to ensure a more secure delivery.
Order Preparation Time:
Each Gem Totēm jewellery piece is handcrafted and hand-made-to-order to reduce overproduction and encourage mindful choices, so please allow up to 7 business days to prepare your order before it is shipped.
Pre-order:
Secure your favourites or reserve desired items before they're available.
Pre-order items typically arrive in 2-3 weeks, with limited quantities.
In case of delays, we'll keep you informed every step of the way. You'll receive a tracking number via email once your order is dispatched.
Lost parcels:
Please verify that your provided delivery address is accurate and secure. We are not responsible for items not received as a result of an incorrect or incomplete shipping address.
Free Returns:
Changed your mind? No worries! If you’re not fully happy with your purchase, we offer free returns for Australian customers within 14 days of receipt. Make sure your item is unused, in its original packaging and contact us at hello@gemtotem.com for approval before sending it back. Please note that refunds cannot be processed after the 14-day period.
Once we have received your return, and it meets our approval the refund will be processed as quickly as possible.
Please note that refunds are processed within 5-7 days, crediting the original payment method. Failure to follow return instructions may cause delays or refusal.
Our jewellery is crafted with care and attention to detail so please choose your Gem Totēm carefully and follow our care tips. Each piece is carefully inspected before it reaches you. However, if you discover a fault, we are committed to making it right. We will gladly offer a repair, replacement or refund after assessing the issue. To report a fault, simply email us at hello@gemtotem.com for further instructions on how to proceed.
Duties & Tax
Customers are responsible for customs duties and taxes on international orders; Gem Totēm accurately declares international orders' value but can't predict customs charges.
In the event that you choose to decline your shipment, you will be responsible for the original shipping costs, any duties, taxes, and/or customs charges incurred (both for the initial and return shipments), as well as the return package expenses. These charges will be deducted from your refund.
Contact Us:
If you have any questions or concerns regarding your order, shipping, or returns, please don't hesitate to contact us. Our team is here to assist you with any inquiries you may have.
Thank you for choosing Gem Totēm jewellery. We appreciate your support and hope you enjoy your shopping experience with us, embracing a journey of mindful choices and intentional living.
