Australia Wide

We provide a flat rate for all orders across Australia’s states and territories. You may chose from:

• Standard at the cost of $10. Delivery is between 3-7 business days.

• Express at the cost of $13. Delivery between 2-4 business days.

• We offer free express shipping on all orders over $150 with the discount code FREEAUS at check out.

Delivery times are general and subject to human error and natural disruptions. All items are shipped from rural South East Queensland.

International

We provide a flat rate for all international orders, you may choose from:

• International Standard at the cost of $25.

  Delivery times vary greatly country to country. Depending on location delivery can take anywhere from 7-25 business days.

• International Express at the cost of $35.

  Delivery times vary greatly country to country. Depending on location delivery can take anywhere from 4-18 business days.

• We offer free express shipping on all international orders over $250 with discount code FREEINT at check out.

Please contact us if you require more information on delivery to your home country.

Please keep in mind current postal restrictions for your country when placing an order. We regularly check who we are currently allowed to ship to, but due to an ever changing world things can be missed. Make sure you check what your county allows in and from which countries you may order.

Please make sure you read Important International Shipping below.

If you are unsure, feel free you email us and we’ll be happy to assist you in collecting this information.

Delivery times are general and subject to human error and natural disruptions. All items are shipped from rural South East Queensland.

Postal availability changes from time to time, although we strive to stay on top of this make sure you check your country's rules on import from Australia and if there are any shipping restrictions in place.

Our goal is to inclusively offer our jewellery, yet we must abide to all current rules and restrictions of our shipping company. If your country is currently unavailable in one or both shipping options feel free to message us or you can check current postal restrictions at https://auspost.com.au/sending/delivery-speeds-and-coverage/international-delivery-times

United States of America:

Special rules apply for orders delivered to the United States. They are tax free and exempt from US customs duties and Australian taxes.

There should be no customs duties for items delivered to the United States due to the Fair Trade Agreement (FTA) between Australia and the United States, which has been effective as from the 1st of January 2005. The FTA provides that US customs duties should not be applied on goods from Australia (including jewellery) that are sent/delivered to the US.

New Zealand:

New Zealand GST will be charged by New Zealand customs for orders that are greater then NZ $400 (including shipping). You will be contacted by the courier company or postal service to pay the GST before your goods are released by customs. Please keep this in mind when ordering.

All other countries: (excluding the USA)

Please note that for all international orders (shipped from us in Australia), you may be subject to import duties and taxes, which are levied by the recipient country's government once the product reaches your country.

For all international orders, all additional charges for customs clearance, import/customs duties and taxes are payable by you (the customer/recipient). Such charges are not included in the delivery fee or purchase price of our products. We have no control over those charges and cannot determine what they may be. We are not authorised by international governments to charge import duties on their behalf.

Customs duties are not always applied. Each country has its own rules for determining whether customs duties will apply. Some countries only charge customs duties if the parcel has a value over a certain amount. Based on your country's customs rules, it is possible that your parcel will fall below that threshold level.

Customs policies vary widely between countries. You should contact your local customs office for further information. When ordering from us you are also considered the importer of the ordered product and you must comply with all laws and regulations of the country in which you are receiving the goods.

We will not be responsible for the payment of any customs duties under any circumstances. We are not able to offer a refund for returned goods which are returned because the customer wishes to avoid paying any customs duties imposed. When ordering from us you agree to pay any import duties which may be imposed by your country's government. If you refuse to pay any import duties imposed and thereby prevent delivery of your order (or if you accept delivery and then attempt to return the item(s) for a refund), you will remain liable for the purchase price of the product and you will be charged the full purchase price of the order and the shipping price together with any shipping amount incurred in the return of the goods to us and any customs duty or penalty imposed by your government.

What are the customs charges for?

The duties/taxes are amounts that your government charges to import items into your country. To ensure quick delivery to you rather than having your goods delayed in customs, any customs duties that your government impose will be paid for on your behalf by the courier delivery company. Those charges are not for shipping to you, they are for customs duties. If customs duties apply you will be sent an invoice requiring payment by the courier company with the courier company's name on it. You should not confuse the customs duty invoice with a shipping fee.

The customs duties need to be paid by you (the customer) back to that courier delivery company. If there are any customs duties applicable on your parcel the courier company will notify you by sending you a duties/taxes invoice.

Why have I been charged a customs fee?

International customs regulations outline that any goods imported into a country may be subject to import duties that are the responsibility of recipient of the goods, in this case the customer.

We (the seller of goods) will indicate on the delivery consignment note on parcels that the 'Bill duties and taxes' are to be paid by the recipient. Any amounts imposed by your government are not for the actual cost of shipment of your goods, the shipping cost has already been paid by you when you placed your order. These are the duties/taxes that are to be paid to your government on arrival into your country.

Why was I not advised of these charges at the time of delivery?

As your delivery company process thousands of packages each night, it is operationally impossible to contact each customer to advise if import duties have been imposed - due to a restricted time window in which delivery is required.

At the actual time of delivery the person who physically delivers your parcel will not have been made aware of the duties/taxes amounts that may have been levied by your government's customs office. Any customs and excise amounts that have been imposed are paid by the delivery company on your behalf so that they are able to deliver your order promptly. Otherwise it would take weeks for your parcel to be delivered. Soon after delivery, you will be sent the invoice with the charges by the courier company if customs duties applied to your parcel.

I believed that I had paid all of the charges related to shipment?

At the time of placing your order you will be charged the amount for shipping your order to you. However, it is not possible for us (the seller) to determine if customs duties will apply and how much they may be. Only your government's customs office can do that. We are not able to charge customs duties on behalf of international governments. The amount for shipping that you have paid only relates to the transportation charges (the delivery cost for shipping the package) and not the import duties/taxes.

If you have any questions about shipping please contact us.

Terms of Sale

Stones/Crystals

The customer understands and agrees fully to the nature of the materials used in all of our jewellery.

1. All beads and pendents are made of natural rock, crystal, stone and therefore do not have a uniform colour or shape. Imperfections are a natural part of creation and give each piece its uniqueness.

2. The customer is aware and agrees that each bead and each pendent will have colour variations different to others seen. Each bead and each pendent will possibly have some natural fracturing, pitting and/or look different in natural vs unnatural lighting.

3. The customer understands and agrees to purchase jewellery made out of natural rock, crystal, stone and therefore understands that natural minerals react differently than man-made glass, plastic, ect. and must be treated accordingly. The customer takes the responsibility of caring for natural minerals and following any guidelines recommended by the seller.

Orders and Payment

• By placing an order with us you agree to buy the selected product at the stated price, including any applicable taxes and shipping costs.

• All payments from this website are securely handled through a third part provider - PayPal. We do not store or handle any of your personal payment details.

• By placing an order you agree to providing us with accurate personal and shipping information relevant to the safe postage of your purchase. You agree to provide true information and to personally check that what you have given us is correct for completion of postage.

• Once an order is placed you, the customer, agree to be bound by our terms of sale and the terms of the chosen shipping method. Terms of shipping can be read in the Shipping and the Important International Shipping sections of our website.

Product Information

• We strive to provide accurate descriptions of our products through written description, visual imaging and pricing methods. However, human error may occur and we reserve the rights to make corrections where needed.

• The customer is aware that it is a possibility that colours and sizing of products may vary slightly due to individual screen settings and the hand crafting process.

• Our pendents are crafted in a rustic fashion to preserve the natural minerals original character. The customer is to be aware that natural stones can have internal fractures, pitting in the surface, an array of colour variations and other inclusions in the stone.

• We reserve the right to polish each item as we see fit to enhance the stones natural beauty and strive to make clear the condition of each piece through multiple angled photography offered on our shop page for each pendent.

• All of our pendents are one of a kind and therefore subjected to a limit of only one being available.

• Our necklaces and bracelets are all hand made and are therefore subject to a quantity limit of stock available. You may ask for pieces to be made in our commission section.

• Bracelets and necklaces that have been made to look identical will still have a wide rage of differences due to the material used to create them and due to the hand making process.

Warranties and Limitations

• The customer is to be aware that we do not offer warranties for our jewellery outside of the legally required damage and defective laws in Australia.

• Our products are not intended or suitable for infants or young children due to the potential hazard of small pieces and parts. We do not recommend buying our products for these individuals.

• It is the responsibility of the customer to assess the suitability of the jewellery for the intended recipient.

Governing Law

These Terms and Conditions are governed by the laws set out by the Office of Fair Trading Australia.

Commission jewellery is the creative input of both customer and designer.

Due to the nature of the piece, all commissioned jewellery is non-refundable unless otherwise stated by a representative of The Rock Elf.

Measurements required for the piece are the responsibility of the customer for accuracy and supply.

It is the responsibility of the designer, The Rock Elf, to follow the customers measurements unless stated prior to the creation of the piece.

After agreement of the full design, the customer will enter into an unconditional phase of creation.

The Rock Elf will complete the piece no later than 7 business days after the design is unconditional unless clearly stated otherwise.

If the customer choses to back out during the unconditional phase, all design rights remain with The Rock Elf and any deposits made are non-refundable.

The customer understands and agrees fully to the nature of the material used in all of our jewellery.

• All beads and pendents are made of natural rock, crystal, stone and therefore do not have a uniform colour or shape. Imperfections are a natural part of creation and give each piece its uniqueness.

• The customer is aware and agrees that each bead and each pendent will have colour variations different to others seen. Each bead and each pendent will possibly have some natural fracturing, pitting and/or look different in natural vs unnatural lighting.

• The customer understands and agrees to purchase jewellery made out of natural rock, crystal, stone and therefore understands that natural minerals react differently to man made glass, plastic, ect. and must be treated accordingly. The customer takes the responsibility of caring for natural minerals and following any special guidelines recommended by the seller.

Refund Policy

Non-Refundable Items

In the instances mentioned below we, The Rock Elf, do not offer refunds or exchange in any form up to but not excluding:

• Change of mind.

• If you, the customer, misuses the product in any way that contributes to a problem or damage.

• If you, the customer, requests a piece be made in a way that is against our advice or if you refuse to be clear about what you require from the design.

• The issue is completely out side of the business’ control.

Refundable Items

For all major and minor issues such as broken or faulty items, we, The Rock Elf, offer a choice out of the following:

• A full refund of purchase price and shipping.

• Replacement of the item that is defective with complementary shipping of the replacement to you.

• Repair of the item if replacement is not possible, such as in the case of our pendents that are all one of a kind and can not be replicated.

The Faulty or Damaged item/s must be returned to The Rock Elf for inspection before the refund/replacement/repair process can begin.

How to resolve an issue with your purchased product.

• Check the contract of sale agreement to ensure the issue is covered by a refund/repair policy.

• Reach out to us and let us know what the issue is with the piece. We will require photo’s of the issue at hand.

• After we have agreed that a refund, repair, replacement is necessary you may chose to post the item back to us for works to be completed on the piece.

Prior to requesting a refund for damaged/defective goods please read the terms of sale.

Please be aware that we take photographs of all our products as they enter into the packaging boxes to insure our stance in the case of damage due to transit, which we then can take up with the delivery service.