FAQs

Answers to your Questions

SHOPPING INFORMATION

What Shipping Methods Are Available?

Australia Post options including regular and express post.  For international orders we use Australian Post Air Mail as it seems to be the best value for money (however it should be noted that it can take up to 21 days for delivery and they do not offer insurance or parcel tracking).

Shipping Cost Calculation?

Shipping costs are determined by the total weight, measurement and your location from the Sunshine Coast. We use Australian Post prices to calculate all shipping costs.

If you require alternate shipping, additional charges may apply. Please contact us directly to discuss if you require particular shipping options.

How Do I Track My Order?

All orders are posted via Australia Post, tracking is only available on Express Postage options, which you may choose at an additional charge as part of the ‘checkout’ procedure.

How Long Will It Take To Get My Package?

Every piece of jewellery is hand made to order, delivery is normally within  one week to ten days. We use Australia Post for shipping Domestic orders (within Australia).

For International orders we also use Australia Post estimated time is two weeks for standard express postage.

Do You Ship Internationally?

Yes,for international orders we use Australian Post Air Mail as it seems to be the best value for money (however it should be noted that it can take up to 21 days for delivery and they do not offer insurance or parcel tracking).

Standard international postage options are available. Please contact enquires@violetmatters.com.au  for more details. Customers are responsible for all international duties, taxes and shipping charges.

Are there other Options for International  Orders?

For a similar postal delivery time frame, but approximately $7.00 more you can choose Registered Post which requires signature at delivery but does not offer insurance.

Express Post International is the best option; it includes tracking and insurance and signature at delivery, it is also quite fast.

Responsibility

We take no responsibility for loss/damage of your order within the postal system unless you have chosen to have it insured. 

We are not responsible for the damage or loss of goods while they are in transit. Once we have handed the goods over to Australia Post /Courier Company our responsibility ceases.

Are there other Options for International  Orders?

For a similar postal delivery time frame, but approximately $7.00 more you can choose Registered Post which requires signature at delivery but does not offer insurance.

Express Post International is the best option; it includes tracking and insurance and signature at delivery, it is also quite fast.

PAYMENT INFORMATION

What Payment Methods Are Accepted?

We accept MasterCard, Visa and American Express.

Can I place an order and send you a cheque or pay by direct debit?

No, our system is unable to receive orders or hold merchandise without a valid payment attached.

Can I use a gift card or coupon as payment?

Yes! at check out, you may enter in your gift card or coupon number for easy payment.

Is your site secure?

Yes, violetmatters.com uses industry standard TLS1.2 encryption, ensuring a high level of security. Payment information is never stored or processed on the site –  it is handled externally by the well-known and reputable Stripe.

Are there any hidden costs?

No, Postage will vary depending on your location and the method of shipping that you choose, however, all charges will be clearly displayed at checkout.

ORDERS AND RETURNS

How do I place an Order?

Each item will give you an option to buy. Simply select the buy option and your piece of jewellery will go to your shopping cart. When you are finished with your selection select the option to checkout. This will then take you to the secure payment page. Follow payment prompts.

Do I need an account to place an order?

Yes, this is free and does not mean that you will be on the receiving end on emails or other unwanted promotional clutter in the inbox. It allows you to create a profile so you can track past purchases, and gain access to valued customer discounts and specials. 

What is a backorder?

A backorder is an order placed for a piece of jewellery that is not currently in stock. All of the jewellery pieces at Violet Matters are custom made & this takes some time.  Backorder times vary but are normally just a couple of weeks. Please send an email if you wish to get a more specific time-frame for a particular piece.

Who should I to contact if I have any queries?

You should email any questions to enquiries@violetmatters.com.au

Photographs

We are constantly working on upgrading our photographs on our site, unfortunately its a big ongoing job. So for now, while some of our photos may not be the best, we can assure you that the quality of the pieces far exceeds our current photographic abilities..

Where are you located?

We are proudly 100% Australian owned and operated. We are located on the beautiful Sunshine Coast in Queensland.

How Can I Cancel Or Change My Order?

Just send us an email and we can adjust your order as requested.

How do I know if a particular item is in stock?

If a particular piece of jewellery is on back order, it will be listed on the item when it appears in your shopping cart.

Stock?

Violet Matters uses resources and components sourced from many different Australian and International suppliers.  Some of the components that we use may have just been an interesting one off that we have discovered or it may be a component that is not made on a continual basis by a supplier. We are always searching out new and different beads etc. which ensures that we are always able to offer new and interesting pieces. However, this also means that we may not be able to source a particular component from a piece that we have made previously.

Please note that colours of stock may vary slightly from batch to batch but we will always try to match as closely as possible.

How Can I Return a Product?

To return an item, complete the return form that was included with your invoice and packing slip. This simply helps us to quickly process your refund quickly and accurately.

Ensure that the items are packaged securely and be sure to include the packing slip you received with the order. Seal package securely for postage.

All returns are processed promptly and you should see your refund between 2 and 10 days once we receive it. All refunds are processed back to the original method of payment.

If you have any questions, please email us.

What is your return policy?

If for any reason, you do not feel that your purchase has lived up to your expectations simply return it for an exchange or a refund. Violet Matters purchases are accepted within 30 days from the original purchase for an exchange or a refund.

We value all feedback, so please indicate your reason for returning the item(s) on the packing slip you received with your package.

Refunds will be processed as per our refund policy and you will also be credited the return postage charge.

Any unanswered questions? Contact Us