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FAQ

SHIPPING & DELIVERY

HOW LONG DOES DELIVERY TAKE?

Once your order has been dispatched from our studio, delivery times are as below:

Domestic orders 1-3 business days
International orders 5-10 business days

**During industry tradeshows (February & August) and in the very busy lead up to Christmas , these delivery time frames may be extended. For an estimated delivery time to your area, please contact us at info@kirstinash.com


DO YOU OFFER FREE SHIPPING?

Yes, when you place an order over a certain value which is noted on the shipping page and on website banners.

CAN I TRACK MY DELIVERY?

Yes, you will receive an email providing a tracking number and link once your order has been dispatched through Australia post. You can follow its journey right to your door.

DO YOU SHIP WORLDWIDE?

All UK and European orders will be dispatched from our UK office (KIRSTIN ASH (UK) Ltd). All other countries will be dispatched from our Sydney studio (KIRSTIN ASH PTY LTD).


CAN I PICK UP MY ORDER?

Unfortunately due to safety reasons, we are unable to allow public access to our studio.


CAN MY PARCEL BE REDIRECTED?

We are unable to redirect orders once they have been dispatched, so please supply an address where you will be able to sign for the package.

If in the case you would like your parcel to be left in a safe spot without a signature , please make a note of this in your delivery details when placing your order.

******Please note: we do not take responsibility for orders left without signature.

CAN I SELECT EXPRESS SHIPPING?

We send all our orders by Express post. In most cases this means next day delivery excluding remote areas outside the metropolitan area. Although in most cases your order will arrive the next day we cannot guarantee this.

 

ORDERS

GIFT WRAPPING?

Yes, we are happy to gift wrap and send you order to a recipient other than yourself. We can also include a message. Please make sure you make clear instructions on your delivery information.

CAN I CHANGE/CANCEL MY ORDER ONCE PLACED?

Please refer to your order confirmation email for details on changes to your order. Or, call us on +61 2 9973 4909.
 

STOCK AVAILABILITY

DO YOU ONLY STOCK ONLINE?

As well as our online store, we also sell our pieces through certain retailers. To find your nearest stockist, please click on the below link:
www.kirstinash.com/pages/stockists

As we are not able to access our stockists individual inventory systems, we are unable to confirm whether a stockist has a particular piece available. In this case you would need to call the stockist directly.

IS THERE SOMEWHERE I CAN VIEW THE PIECES BEFORE I PURCHASE ONLINE?

Whilst we do not have a physical store, you can certainly find our pieces through our stockists http://www.kirstinash.com/content/stockists

 

WHAT IF AN ITEM IS SOLD OUT ONLINE?

Please feel free to call us directly to enquire as to when the item will be available on +61 2 9973 4909.

We suggest also checking with your nearest stockist, using the link below:
www.kirstinash.com/pages/stockists

 

RETURNS

CAN I RETURN MY ORDER?

We offer a 30 day return policy where you can return your item for an exchange or credit note. Please note that we do not offer refunds.

Returns will only be accepted if the items have not been opened, has not been worn and are returned with their original packaging. Proof of purchase may be required.

Unfortunately we cannot accept returns for Bespoke items which have been removed from their packaging.

Returns can only be made if your jewellery is purchased from www.kirstinash.com and we cannot offer returns for items purchased from our stockists.

Please note that we do not cover the return postage cost for returns. Customs charges, govt taxes and duties for international orders are also not covered.

If you wish to return for a credit note, it will be valid for 6 months. Please email us at info@kirstinash.com or call +61 2 9973 4909 with any questions.

**Please note that we do not offer returns on Sale pieces unless they are deemed faulty.

 

CAN I RETURN PIECES PURCHASED THROUGH A STOCKIST?

We recommend contacting the stockist wherein the first instance for a resolution. If they are unable to assist, please contact our customer service team via info@kirstinash.com so we can assess the situation.

 

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