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Delivery & Returns

HOW WE DELIVER

When will my order be sent?

We aim to get your item to you as fast as possible, online orders placed before 2pm (Monday to Friday) will be dispatched the same day. Orders placed after 2pm (Monday to Friday) will be dispatched the next business day.

Any orders placed during weekends (after 2pm Friday) or public holidays will be dispatched the next business day. We do not dispatch orders on a Saturday or Sunday.

If, for any reason there is a delay with your order we will notify you as soon as possible.

How will I know when my order has been sent?

When you place an order online with us, we’ll send you an email confirmation as soon as your item has been processed and dispatched to let you know it’s on its way.

How will my order be sent?

All orders are sent by CourierPost Express Delivery which is tracked and requires a signature on delivery.

Your order will be delivered to the address you give when you place your order. If there is no one to sign for the package when the courier driver calls, they will leave a Card to Call with details for re-delivery.

How long will delivery take?

Usually your item will arrive within 1-2 working days. Rural deliveries can take an extra 2-3 working days or can be delivered to the nearest Post Shop if most convenient.

You can track your delivery at https://www.courierpost.co.nz/track/track-and-trace/ or call CourierPost on 0800 268 743 using the track and trace number emailed to you once your order is dispatched.

If you have not received your order within 7 days of dispatch date, then you must notify us within these 7 days. If you notify us after these 7 days then we will not be responsible for its location, and we may not be able to claim for the parcel if it lost/stolen.

Packaging

When we send you our products they are packaged with bubble wrap inside a sturdy box to avoid damage to your new jewellery. They should arrive exactly as we would like to receive them, safe, securely packaged and perfectly presented.

Important

Time for Diamonds reserves the right to charge the full shipping fee applicable to resend if the item is returned to us because you could not take delivery for any reason.

Courier returned items will be added back into our stock and your account credited with the order total, minus the fee the courier charges us to deliver the item back to us. You will have to place the order again to have the item re-shipped.

If you type in the incorrect address details on your order, which causes the parcel to be delivered incorrectly we do not hold any responsibility for this and you will need to try and retrieve the parcel yourself at your cost.

Fraud

At Time for Diamonds we take fraud seriously and do all we can to prevent fraudulent transactions.

Our checks are rigorous, essential and are completed as standard for every transaction in order to protect both your security and that of our business. If an order does not pass the security checks in place we will contact the card holder to confirm that the order is valid.

RETURNS & EXCHANGES

We are confident you will be delighted with your purchase from Time for Diamonds.

However, you are welcome to return your online order for any reason but you must return items in their original packaging, in new and unworn condition with all original tags and booklets (if applicable). The item must be packaged safely so the item will not suffer damage in transit and be accompanied by our return form.

You have 10 working days from the date of your invoice to return full priced items for a refund or exchange. Any discounted or sale items must be returned within 5 working days from the date of your invoice.

If an item has been engraved we are unable to offer an exchange or provide a full refund unless it is faulty. If you are unsure about an item or its size then we recommended that you try it before having it engraved to avoid disappointment.

How do I return an item for a refund or exchange?

Please fill out the returns form included with your package, or you can download it here and return your item(s) in the original packaging in new and unworn condition with all original tags and booklets (if applicable).

We accept refunds or exchanges for pierced jewellery items only if they are still in their original packaging and have not been removed from the bag. If the bag has been tampered with we cannot refund or exchange the item due to hygiene reasons.

Please make sure all items being returned are well packaged, so they are not damaged in the return transit as we cannot refund or exchange any damaged items. We do not accept items for refund or exchange if they arrive in any condition other than their original state, or if they are past our 10 working days return period (5 working days for discounted or sale items).

Any items we deem to be worn or without original packaging items will be returned to you and you will be charged for the postage. Please keep your proof of postage safe until you receive confirmation from us that we have received the items.

Our return address is:

  • Time for Diamonds (Returns)
  • 86 Tancred St, Ashburton 7700, New Zealand.
  • +64 (3) 308 6722

All returns are subject to inspection before a refund or exchange is processed.We will refund you via the same payment method you used when you paid for your order, excluding any initial delivery charges (unless an item is returned because of a fault or we sent you the wrong item).

My items are faulty and I want to return it

If your items arrives damaged or faulty please fill out the returns form included in your package, or download it here here and return the items to us.

Please use an insured tracked and signed for service when returning your item as we cannot take responsibility for items damaged or lost in return transit.

We will do our best to get the replacement to you as fast as possible. We will contact you once we have received the faulty item(s) and dispatched your replacement item so we can arrange to pay for your return shipping costs.

I have received the wrong item

All orders, are checked and double checked before being dispatched, but we are only human and mistakes do happen, so in the unlikely event you receive the wrong items please get in touch with us within 2 days of date of delivery and we will do our best to get the right items to you as fast as possible.

If you have received your parcel in poor condition/damaged or have items missing you need to tell us straight away and keep all outer packaging so that the courier can collect the box for their investigation.

I want to exchange my item for another item

You are welcome to exchange your item for any other item on our website, you have 10 working days from the date of dispatch (or 5 working days for sale or discounted items).

If you wish to exchange an item for a lesser value then we will refund the difference to you using the original payment method. If the total value of your order falls below $99 then postage costs will be applicable. If you wish to exchange for a higher value item and there is an additional payment required then we will contact you either by phone or by email to arrange payment.

The replacement items will be dispatched when the returned goods have been received and inspected by us. To speed this process up you could just return the unwanted item and place a new order for the desired item. This would avoid the delay in receiving and inspecting the condition of the returned item before processing the new item.

I want to return a gift

Refunds for gifts can only be made to the payment card used to purchase the goods. If you buy a gift online, the recipient will not be able to get a cash refund if they want to return the goods. If a recipient does want to return gifts, we will exchange them for an online store credit of the value of the gift.

Cancellations

You can cancel your order with us at any time prior to us dispatching your order. If we have already dispatched your item you will have to return it for a refund once you have received it.

How long does it take to process a refund or exchange?

We will process your refund as soon as we receive the items back. We will send you an email to let you know we have the received the item(s) and to confirm we are processing it.

A refund will normally take 5 to 7 working days to reappear in your bank account, but this can also depend on the bank.Exchanges are processed as soon as we receive the items back.

We will send you an email to confirm receipt of the items and a new tracking number once we have dispatched your new items.

Who pays for the return shipping?

We are not responsible for any return shipping costs unless an item is faulty or we sent you the wrong item. We do however send any exchanges to you free of charge.

Should your item be faulty or incorrect then we will refund both the original shipping costs and the return delivery costs.

If you return an item because you have changed your mind or it is unsuitable we will refund the cost of the item only and not the original shipping cost.

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