Important Policies You Need To Know
Thank you for visiting and shopping at Madame Mak Jewellery. The following information sets out the terms and conditions that constitute our Shipping Policy.
*** MADAME MAK CURRENTLY ONLY SHIPS TO VALID STREET ADDRESSES FOR INTERNATIONAL NON-AUSTRALIAN LOCATIONS. PARCELS CAN NOT BE SHIPPED TO A P.O. BOX UNTIL FURTHER NOTICE***
***PARCELS FOR AUSTRALIA-WIDE DELIVERY CAN BE SHIPPED TO A STREET ADDRESS OR A P.O.BOX***
Processing your Order
An email confirmation is sent to your e-mail address after placing your order. Please keep this e-mail as proof of your purchase. Occasionally, this may end up in your junk box or another folder. Please check your folders after placing your order.
2. Shipment Processing Time
Processing time refers to the time it takes for us to prepare your order for shipping.
After your payment is authorised and verified, all orders are processed within 1 business day for any "ready to ship" items. Any orders placed from the "made to order" range of jewellery can take anywhere between 2 and 6 weeks to manufacture to completion (not including the shipping time). We will contact you to keep you informed of the progress of your order including if there are significant or unforeseen delays. Please understand part of our manufacturing process is outsourced, and as such the timeframes of our production partner vary. This factor is largely out of our control.
3. Shipment Locations
Domestic and International
Madame Mak Jewellery ships domestically within Australia as well as internationally, however the excluded regions are the EU countries (European Union) and the United Kingdom. If you have a question about domestic or international deliveries, please contact us at firstname.lastname@example.org.
IMPORTANT: MADAME MAK CURRENTLY DOES NOT SHIP TO P.O. BOXES FOR NON-AUSTRALIAN BUYERS.
4. Shipment rates and delivery estimates
We endeavor to get your order to you as soon as possible. Once your order is placed, an estimated delivery time will be provided to you. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time. Unless there are exceptional circumstances, we make every effort to fulfil your order in a timely manner.
a) Express Shipping (for Australian customers only)
The order should arrive within 3 to 5 business days, however bear in mind the current delays impacting mail delivery within Australia due to the pandemic. Express Shipping is charged at a flat rate of $15 Australian Dollars.
(b) Standard Shipping (for international deliveries)
The order should arrive within 14 to 25 business days depending on the location of the purchaser, and the number of flights and staff available at distribution centres and airports. Please keep in mind the delays are currently significant due to the global pandemic.
Standard International Shipping (tracked) is charged at a flat rate of $30 Australian Dollars.
Please note, any parcels of high value are insured at no extra cost to the purchaser. In most cases, this is at the discretion of Madame Mak and is mostly reserved for gold items, and for single parcels containing multiple items. Usually, packages that exceed the value of $400 Australian Dollars are insured for transit for peace of mind.
(c) Please note:
(i) Business day means Monday to Friday, except holidays.
(ii) Orders are not shipped or delivered on weekends or holidays.
(iii) Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.
(iv) When placing your order, we consider these factors when calculating the Estimated Delivery Date:
a) Transit Time: The amount of time it takes your order to leave our post office and arrive at the local distribution centre of the delivery carrier. It is not uncommon for a parcel to be held at a postal distribution centre for 1 week or more for most international departures before the first checkpoint/tracking event is scanned. It is also not uncommon for any outbound parcels to be held at the international customs clearance checkpoint for an extended period of time until the next flight becomes available.
(v) Due to the current global pandemic (reduced flights, postal backlog and reduced staff capacity at distribution centres), packages to and from our facility in Melbourne, Australia may be delayed. We appreciate your patience during this time.
(vi) We will not be responsible for wrong shipping address if you provide incorrect information. Madame Mak will not be held responsible for any packages that have been marked as “delivered” to a wrongly input address at the website checkout.
5. Tracking Options
Madame Mak Jewellery aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive an email with a link to track your package with the relevant postal carrier. It is your responsibility to track the progress of your parcel using this information.
5.1 Domestic and International
All orders delivered domestically within Australia have a tracking number.
International orders are sent with Australia Post Standard International (or equivalent service with another carrier if deemed necessary). This service comes with tracking and your tracking number will be sent to you once it has been posted. If we are requested to make alternative shipping arrangements we cannot guarantee tracking and will not be responsible for the delivery of orders sent internationally.
6. International Customs, Duties and Taxes
All orders shipping to a destination outside of Australia are subject to the import duties, fees, and taxes of the destination country. Delays in delivery may occur if your package is randomly selected by your country’s Customs Department. Madame Mak Jewellery is not responsible for any possible customs and taxes applied to your order. We have no control over the process or additional charges associated with the delivery and importation of your order (package) into your country. We are required by law to declare the value of the goods on the customs export forms. We do not benefit in any way from these charges, and we work closely with our brokers and carriers to ensure as few delays as possible. All fees imposed during or after shipping are the responsibility of the customer. You agree that you are responsible for any duty, taxes, and custom requirements or other like taxes, fees, levies, costs or expenses associated with importing products you purchase from us and shipping them internationally.
If there is any damage or evidence of tampering to your parcel or to the packaging on delivery, contact us immediately at email@example.com. Madame Mak has the right to ask for photographs. Please understand that any mail theft must be reported to your local authorities, and that Madame Mak is unable to assist with these proceedings or provide any financial compensation (unless the item/s are of high value and have been insured prior to shipment).
8. Missing or Lost Package
There are several reasons why a package gets lost or becomes a deliver exception. Occasionally the package is either in the building (of a complex/multi-storey establishment), in the garden or with a neighbour. Madame Mak Jewellery politely requests that customers look in common courier hiding spots. Please look around first and let us know if you find it. If you haven't located your order, please contact us at firstname.lastname@example.org at your earliest convenience to report missing or lost packages. Madame Mak is unable to locate packages marked as “delivered” if she doesn’t know where the courier has hidden them! Madame Mak will work with you in the event your package has gone missing. Please understand the missing parcels process (and making a claim for compensation) can be lengthy.