Shipping

Shipping & Delivery

Order Preparation

Bespoke commissions are completed according to the schedule stated in the individual quotation.

Production periods begin after payment has been confirmed and, where applicable, after final design details, sizing or engraving have been approved.

When a product page states a different preparation period, the product-specific timeframe applies.

Contact our team immediately after ordering if you would like to request separate delivery. Additional delivery charges may apply.

Delivery Within Australia

Australian orders are generally delivered within [DOMESTIC DELIVERY ESTIMATE] after dispatch.

Delivery estimates apply from the date of dispatch and do not include production time, weekends, public holidays, carrier disruptions or periods of unusually high demand.

International Delivery

We deliver to selected international destinations.

International orders are generally delivered within [INTERNATIONAL DELIVERY ESTIMATE] after dispatch, although customs processing and local delivery conditions may cause additional delays.

Available countries and delivery options are displayed at checkout. We reserve the right to decline delivery to locations that cannot be serviced securely.

Tracking and Signature

Tracking information will be sent to the email address or mobile number used at checkout when your order is dispatched.

High-value deliveries require a signature. Authority to leave may not be available.

Orders are sent with transit insurance up to the covered value confirmed by our delivery provider.

Delivery Addresses

The customer is responsible for providing a complete and accurate delivery address.

Contact us immediately if an address needs to be corrected. Once an order has been dispatched, an address change may not be possible.

For fraud prevention and customer protection, we may request additional identity or address verification before dispatching a high-value order.

Some high-value deliveries cannot be made to post office boxes, parcel lockers, hotels, freight-forwarding addresses or temporary accommodation.

International Duties and Taxes

DUTIES COLLECTED AT CHECKOUT

Where import duties and taxes are shown and collected during checkout, those amounts will be remitted in connection with the delivery. Additional charges may still arise if a customs authority reassesses the shipment or requires information not available to us.

Delivery Delays

Delivery dates are estimates rather than guarantees unless we have expressly confirmed a guaranteed service in writing.

Contact us before ordering when a piece is required for a proposal, ceremony, anniversary, travel date or another fixed occasion. We will advise whether the requested date appears achievable, but production or carrier delays may still occur.

Lost or Delayed Parcels

Contact [CONCIERGE EMAIL] if tracking has not updated for [NUMBER] business days or if a parcel appears to be missing.

We will open an enquiry with the delivery provider and keep you informed. We may need to complete the carrier investigation before a replacement or refund can be determined.

Damaged Deliveries

Inspect the outer parcel before accepting delivery where possible.

If the parcel or jewellery arrives damaged, retain all packaging and contact us within 48 hours with your order number and clear photographs. This reporting period assists us with the carrier claim process and does not remove any rights that cannot legally be limited.

Packaging

Every order is presented in The Diamond Bay signature packaging and enclosed in discreet protective outer packaging.

Contact

For delivery assistance, contact:

The Diamond Bay
Email: contact@thediamondbay.com