GENERAL STORE POLICIES

Important Policies You Need To Know

Madame Mak Jewellery was founded with the core values of honesty, integrity and transparency at heart. Madame Mak endeavours to offer customers a rewarding and enjoyable experience with open communication throughout the process. Our general store policies are detailed below in depth, and are there to assist you with making an informed decision. Please read our policies and contact us if you would like to learn more!

ORDER PROCESSING TIMEFRAMES

Most of the jewellery at www.madamemakjewellery.com is READY TO SHIP, unless specified otherwise. A local production partner and third-party jeweller/s is engaged for any "MADE TO ORDER" jewellery, and as such the processing time frames are out of MMJ's control and largely vary depending on the demand and the time of year. By placing an order you acknowledge that the processing of your order may take anywhere between 2 business days (for ready to ship items) and up to 6 weeks (for made to order items) to fully process, not including the shipping timeframe to local interstate and international destinations. Customs and bespoke do not fall within this umbrella rule, as the nature of each project varies. Please keep these turnaround times in mind before placing your order, as orders are strictly unable to be refunded due to manufacturing delays or postal delays. In an event your item is running behind or predicted to run behind schedule, Madame Mak will be in contact to discuss progress timeframes with you. Any items listed as "ready to ship" on the website will be posted within 2 business days of purchase, excluding any public holidays or weekends. Please thoroughly read each listing for a full description and any disclaimer therein.

SELECTING YOUR CORRECT RING SIZE

By placing an order for a ring, you declare that you have selected the correct size for your rings by either

(i) consulting with your local professional jeweller to size you correctly with the appropriate sizing tools or;

(ii) by communicating directly with Madame Mak to work out your ring size or;

(iii) by obtaining a universal multisizing ring from Madame Mak in the post (usually for a small fee) prior to placing an order. 

Madame Mak is strictly unable to issue refunds if the size has been wrongly selected by a customer and is unable to issue any partial refunds to you in order for you to have your ring resized by any third party jeweller. 

REPAIRS AND RESIZING

Madame Mak does not offer a repair or resizing service for any jewellery purchased at www.madamemakjewellery.com. It is a specialist area of expertise and as such, if any such services are required for any jewellery purchased through Madame Mak Jewellery, a reputable and qualified jeweller can be recommended to you to perform these tasks. Please note Madame Mak is unable to endorse the workmanship of any item once it leaves HQ! Madame Mak is unable to offer financial coverage for a repair or resize except under extreme circumstances at her discretion and as assessed on an individual case-by-case basis. 

 

CRAFTSMANSHIP

Madame Mak thoroughly stands by the craftsmanship of her work. Each item crafted is thoroughly inspected and of the highest standard and deemed to be in perfect condition prior to despatch. Madame Mak is unable to take accountability for any damage or loss that the wearer may cause or encounter during the wearing or handling of their jewellery item. In the event an item is deemed to be grossly misrepresented by the purchaser, Madame Mak will work with customers to reach a fair resolution. Madame Mak is unable to issue refunds or exchanges for a change of mind. Purchases do not come with a general warranty however warranty claims for major faults may be made directly with Madame Mak in the case of severe malfunction or defect. Reputation is extremely important to Madame Mak and she will rectify any major issue in a rare event as such. Please see the Terms and Conditions section for further information regarding warranty and claim periods. 

FULL DISCLAIMER AND DISCLOSURE FOR THE SALE OF SLIGHTLY IMPERFECT GOODS

By completing your purchase, you declare to have read the item description/s and listings carefully and thoroughly. Madame Mak includes plenty of detail for you to make an informed decision. Madame Mak occasionally offers items at a reduced price due to minor aesthetic flaws during manufacturing or setting. Madame Mak strictly does not sell any jewellery with functional flaws. Madame Mak always discloses which items are being offered at a reduced rate within each listing. Madame Mak operates honestly, ethically and with full transparency and is unable to issue a refund or process a warranty claim if a buyer is disappointed with the quality of the item due to them not having acknowledged the details of the disclaimer within the product listing.

SALES AND PROMOTIONAL OFFER RULES

Occasionally Madame Mak may offer a sale or a promotional offer on selected jewellery items. The discounts may not be applied to past orders in retrospect. Previous customers are not entitled to a retrospective partial refund if the item they previously purchased becomes a sale item in the future. For ease of website use, when Madame Mak is running a sale, the discounted amount will be automatically applied on the individual listing, alongside the original price beside it (full transparency here!). Customers will not need to enter promotional codes at the checkout. A sale strictly lasts for the duration period specified by Madame Mak, however the timeframe of the sale may be extended at the discretion of Madame Mak.

BUYER RESPONSIBILITY FOR PROVIDING AND MAINTAINING UP TO DATE AND ACCURATE PERSONAL INFORMATION

MADAME MAK CURRENTLY ONLY SHIPS TO VALID STREET ADDRESSES FOR NON-AUSTRALIAN (INTERNATIONAL) ORDERS.

Packages despatched and marked as "delivered" are deemed to have been delivered to the address provided by the customer at checkout, whereby through manual insertion of text into the type fields or via a saved address through the PayPal platform. Madame Mak is unable to be held responsible for any parcels that have gone missing due to incorrect details being provided at the checkout. Please ensure all postal details are correct prior to placing your order. In the event you have made a typographical error at checkout, please inform Madame Mak immediately. In most cases, packages are unable to be redirected after they have been despatched. Please see our Shipping Policy for further information. 

CUSTOMS DUTIES/TAXES FOR IMPORT CLEARANCE TO THE PURCHASER

The purchaser is liable to pay any relevant customs import/duties/taxes that may be collected by authorities at the relevant border control. Please ensure you are aware of the import rules and regulations in your country and be prepared for any additional charges your order may accrue. Madame Mak will not be held responsible for clearing any such charges and is required by law to declare the full value of the article/s on the customs export declaration form. Madame Mak is unable to falsely declare the value of goods and is unable to refund the purchaser for their refusal of payment and customs clearance. This is particularly important for high value goods such as gold and any customs/bespoke. Please refer to the Shipping Policy for further information. 

CUSTOMER SATISFACTION

Customer satisfaction is extremely important to Madame Mak, and she wants you to LOVE your item. Her heart and soul and countless hours are poured into each and every one of her creations at the bench. In the event you are dissatisfied with your purchase, Madame Mak kindly asks for you to reach out to her as soon as possible in order for her to offer a fair resolution.