Online store policies
Welcome to the e.g.etal online store. There are probably a few things you would like to know before you finalise a purchase. Hopefully all your questions are answered below. If not, please contact us on [email protected] or (03) 9639 5111.
- Making a purchase
We will ship anywhere in the world. See ‘Shipping information’ for more details.
Once you have placed your order, we will be in contact by email to confirm the delivery date. It usually takes 5-10 days for local orders and 7-14 days for international orders.
**PLEASE NOTE: Australia Post is currently experiencing delays with delivery to some countries. See if you are affected here
Once an order has been placed, it cannot be cancelled. If you have made an error with your order, please contact us as soon as possible.
If you order a number of items and if an item is required to be on backorder, we will ship all available items and we will arrange and pay for the shipping of the remaining item/s at a later date.
If you would rather pay by direct debit, please email or phone through your order and we can arrange payment by direct debit.
If you need something gift wrapped and a personal card included, please include information about your requirements in the ‘notes’ field during checkout.
Although e.g.etal strives to always display the correct availability of products, an item may have gone out of stock at the time of your order. If this happens, we will contact you via email or phone as soon as possible. You will then have the option to choose another item or to have the piece made to order – meaning that the artist will make another piece specifically for you. If you choose not to wait, you have the option to either exchange the backordered item or receive a refund of the retail price.
If you would like to purchase a piece which is no longer available online, please email us and we will place an order with the artist on your behalf.
Should you require any adjustments to be made to a piece once you have received it (ie ring resizing, etc) there will be a charge. You will be responsible for postage back to e.g.etal.
Upon confirmation, the order will be sent to e.g.etal for processing. While every effort will be made to ensure the colour, design, and style of the products displayed on the e.g.etal website are representative of the original products, slight variations may occur for technical and other reasons. Accordingly, e.g.etal shall not be liable for any error or inaccuracy in the photographs or graphical representations of the products displayed on the e.g.etal website. If you have any questions about the products, please don’t hesitate to call us on 03 9639 5111 or email us.
e.g.etal has the right to cancel any order placed by a customer with whom it has had a dispute concerning a prior order, or if e.g.etal has reasonable ground to suspect that such customer has violated these terms and conditions, or is engaged in fraudulent activities.
- Made-to-order pieces
Most items in our online store are available for immediate delivery – simply click ‘Add to shopping bag’ and away you go!
However, some pieces are made-to-order – this is indicated on the product page, underneath the price.
When purchasing a made-to-order piece online, you will be prompted to pay the full amount, including shipping, up front. Your order will take approximately 4 to 6 weeks to hand-make by the artist.
In some circumstances, the quoted price for the item may vary due to fluctuations in material costs and other factors such as size. If this occurs, we will contact you to confirm the price and delivery date before proceeding. You can cancel the order at this stage if you wish.
Once your piece has been handmade, we will send it via Express Post and will notify you that the item is on it’s way. If you selected ‘local pickup’ at checkout, we’ll send you an email letting you know that your order is ready for collection.
Please note that once an order is underway, it cannot be cancelled or changed. Any alterations to your final commission will be at your expense. We cannot accept returns on made-to-order items for change of mind.
- Gift Vouchers
Vouchers can be redeemed for in-store, email or phone purchases. At this time, vouchers cannot be redeemed for online purchases. If you’ve seen something online that you’d like to purchase with a voucher, please call us and we will happily help you over the phone: +61 3 9639 5111
Please treat your voucher as you would treat cash, anyone holding the gift voucher can use it to make purchases. It is non-refundable and cannot be exchanged for cash in part or full, and can’t be used to purchase other voucher/s. Gift vouchers are valid for three years from the date of issue*.
Items purchased using a gift voucher are subject to our usual terms and conditions of sale: No refunds. Exchanges must be made within 14 days of purchase in original condition, with receipt.
(*Gift vouchers issued prior to Nov 2019 were valid for 1 year and have now expired).
- Ordering a customised piece with adjustments
All of the pieces that you see in our online collection can be customised for your needs. Found a ring, but you’d rather it in yellow gold? Would you prefer to make the stone bigger or smaller? All adjustments are definitely possible.
If you were planning on changing elements of the rings (i.e. width, thickness or stone size), we would provide you with a quote initially. If you are then happy to proceed, we require payment of the total amount including shipping to place the order. We normally allow 4-6 weeks to have a customised piece made, and in the case of rings, this allows time for the possibility of a sizing sample ring to be sent to you to make sure the finger size is correct.
Please contact us via email if you require your piece to be made in a shorter period of time and after speaking with the artist, we will advise you if this is possible.
Please note once an order has been placed it cannot be cancelled or changed. As your piece is being hand made by an individual artist to suit your specific requirements, we ask you to understand that the finished product cannot be returned or exchanged. Any alterations to your final commission will be at your expense.
Please email us and we will be able to help and provide you with further information about the order process.
- Prices and payments
All prices featured on www.egetal.com.au are in Australian dollars and are inclusive of 10% GST (Australian Government Goods and Services Tax). They are not inclusive of shipping costs. For any purchases being shipped internationally, the GST amount will be deducted from the price of each purchase or order.
All international purchases are exempt from Australian taxes; however, they may incur taxes and duties applied by customs in the country where the order is delivered. The responsibility for any customs duties, foreign taxes or other fees, which may be imposed, will rest with the customer. To determine exactly what these charges may be, it may be necessary to call your local customs office to gain further details.
All prices are set by the individual artist and reflect the value of a handmade item by an independent maker. Prices are subject to change without notice.
The customer is required to pay for any order placed on the e.g.etal website immediately upon confirmation of the order. e.g.etal accepts Visa, Mastercard, American Express, Union Pay and PayPal.
In the rare circumstance that an incorrect price has been listed online due to a genuine mistake, we reserve the right to refund your payment and cancel the sale.
- Problems incurred during delivery
Should an item be damaged while in transit, e.g.etal suggests that you contact us immediately. Depending on the amount of damage to the piece, we will suggest you return the item to e.g.etal, to be repaired. If the item is damaged beyond repair, we will place an insurance claim for the damaged item to be replaced.
Return postage will be reimbursed in case of damaged, defective or incorrectly sent items and a reimbursement will be issued in the original form of payment. In all cases, original proof of purchase must be provided and products must be returned within 14 days of receipt for e.g.etal to process any refund or exchange. Please call on 03 9639 5111 or email us so that the e.g.etal staff can guarantee you a smooth transaction.
If you do need to post something back to us, please retain your postal receipt until you are certain your parcel has been safely received by e.g.etal. We may need to use your receipt to investigate if we fail to receive your package. Items should be returned in the original packaging to ensure that they are adequately protected whilst in transit.
We will do our best to process returns within 7 business days. However, we will process them on a case-by-case basis.
- Photography Disclaimer
Colours may vary from the images shown. Every screen has different capability to display colours, and every individual may see these colours differently. In addition, lighting conditions at the time the photo was taken can also affect an image’s colour. We cannot guarantee that the colour you see accurately portrays the true colour of the product in person. If you have any questions about colour, please contact us directly for more images/videos or visit us in person for a viewing.
- Exchange / Returns policy
Jewellery is a very special purchase. We hope you will love your e.g.etal purchase for a very long time. If you feel like that is not going to happen for whatever reason we are happy to make a refund or exchange possible for online or phone orders only.
Just keep in mind…..
1. Items must be returned within 21 days of purchase with the original receipt;
2. You must provide your name, phone number and address;
3. Gift vouchers can not be returned;
4. Custom orders or made-to-order items cannot be returned for change of mind;
5. Layby items cannot be returned
5. The returned items must be unworn, in original condition in the original e.g.etal packaging.
If you request a refund, the purchase price (excluding delivery charges) will be refunded to you using the original payment method once we have received the item in original condition.
If you request store credit, you must use this within three years of issuing. After three years, your credit will expire and cannot be redeemed.
If an item is faulty we will meet our legal obligations which may include refunding the purchase price and delivery charges, repairing the item or providing a replacement product, provided the item is returned within a reasonable time. In the event that your product is lost or damaged in transit when being returned, e.g.etal will not be held liable. We therefore, recommend that you pack the item so that it is adequately protected whilst in transit and that it is sent registered and insured mail (for the full amount).
We are committed to providing you with the best customer experience, every time and look forward to welcoming you back soon.
How do I return/exchange an item purchased online?
Please email us to advise us so we can give you instructions for where to return your parcel.
You are responsible for any shipping and any additional postage charges.
In the event that your product is lost or damaged in transit to us, e.g.etal will not be held liable. We therefore, recommend that you pack the item so that it is adequately protected whilst in transit and that it is sent registered and insured mail (for the full amount).
If the product that you have chosen to purchase is greater in value than the item you exchanged, you will have to pay the difference. If the exchanged item is lower in value, you will receive a store credit for the difference.
e.g.etal does not offer refunds for instore purchases for change of mind, so we ask that you choose carefully. Pieces purchased in the gallery can be exchanged for another item or a credit note, within 14 days.
If you choose a credit note, you must use this within three years of issuing. After three years, your credit will expire.
If you purchased your piece from the gallery in Flinders Lane, you may only return or exchange this item by contacting the gallery on 03 9638 5111.
Your privacy is important to us. We believe that the responsible use of personal information collected on this website is critical to our business objectives and reputation. As part of our commitment to privacy, we have adopted this online privacy statement.
Any information we collect in relation to you is kept strictly secured. We do not pass on, sell or swap any of your personal details with anyone. We use this information to identify your purchases, provide you with our monthly newsletter and to personalise your shopping experience with us—and that’s all.
Collection of personal information
e.g.etal’s primary purpose in collecting your personal information is to facilitate the smooth operation of e.g.etal’s functions and activities, to enable you to make purchases from the online store, and to provide you with updates such as product launches, news, events and sales.
e.g.etal may use your personal information to:
Facilitate online transactions for online shopping;
Create a personal account for you, making it easier to use the e.g.etal website by not having to enter your information more than once;
Enable you to quickly find information on e.g.etal’s products and services;
Create content that is most relevant to you; and
Alert you to any new product launch, news, events and sales that e.g.etal offers.
You have the right to either refuse to provide details about yourself or remain anonymous. But some of e.g.etal’s products and services can only be provided if e.g.etal has certain information.
To utilise e.g.etal’s services, send an enquiry, receive updates or shop online, you will need to create a personal account via our online registration form, where you will be required to provide your personal information, which may include:
First and last name
Email address and phone number
Country of residence
If you sign up for the mailing list, e.g.etal will always allow you the chance to unsubscribe or opt-out of receiving any such emails if you do not wish to be contacted for this purpose. You may do so by visiting the Contact section of the e.g.etal website or by emailing your request to: [email protected]. e.g.etal uses third party online software to administer this mailing list, which also includes an option to unsubscribe.
Disclosure of your personal information to third parties
e.g.etal will not disclose any of your personal information to third parties.
Security of your personal information
When purchasing from e.g.etal, your financial details are passed through a secure server using the latest 128-bit SSL (Secure sockets layer) encryption technology. 128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard. If you have any questions regarding our security policy, please contact our customer support at [email protected].
e.g.etal will not make any attempt to identify users or their browsing activities. However, in the unlikely event of an investigation, a law enforcement agency, or other government agency, may exercise its legal authority to inspect our Internet Service Provider’s logs.
Irrespective of whether personal information is stored electronically or in hard copy form, e.g.etal takes sound measures to safeguard the confidentiality of your personal information held from misuse, loss, unauthorised access, modification or disclosure.
We may at times link to other websites which are not within our control. When we do this, we will try and make it as clear as possible that you are leaving our website. We are not responsible for these websites in any way. Once you have left our website, we cannot be responsible for the protection and privacy of any information which you provide. You should exercise caution and look at the privacy statement applicable to the website in question.
Transfer of personal information outside Australia
e.g.etal will not transfer any of your personal information outside Australia.
Access and correction of your personal information held by e.g.etal
Should you wish to seek access to or request correction of any personal information that e.g.etal holds about you, please contact e.g.etal via the website, in which event, it is requested that you provide us with as much detail as possible about the particular information sought.
e.g.etal takes reasonable steps to make sure that the personal information it collects and uses is accurate, complete, and up-to-date.
Cookies are pieces of information stored as small text files by your internet browser on your computer’s hard drive. Cookies may be used to record non-personal information such as the date, time or duration of your visit, or the pages accessed for website administration, statistical and maintenance purposes.
Whenever you use our website, or any other website, the computer on which the web pages are stored (the web server) needs to know the network address of your computer so that it can send the requested web pages to your Internet browser. The unique network address of your computer is called its “IP address”, and is sent automatically each time you access any Internet site. From a computer’s IP address, it is possible to determine the general geographic location of that computer, but otherwise, it is anonymous. We do not keep a record of your IP address from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when proceeding to a checkout to finalise an order you may wish to make. After completing the form provided, your IP address will be stored along with a transaction number that allows us to track your purchase.
Update to this policy
If you have any questions or feedback about privacy, or the way in which e.g.etal handles your personal information, you may contact e.g.etal via email: [email protected].
ABN 322 301 770 80
167 Flinders Lane, Melbourne, Victoria, 3000 Australia.
Telephone: +61 3 9639 5111
We are happy to repair all items made by current e.g.etal artists. Please feel free to bring your jewellery back into the gallery, or alternatively, send your item to us via registered and insured mail. If you choose to send your piece back to us, please include your details and include any information about what repairs are required. Upon request, we will confirm the price for your repair before proceeding.
- Faulty items
All items are quality controlled and checked for any faults before being shipped to you. Should you receive an item that is not in perfect condition, please email us and we will endeavor to rectify this problem for you.
If you are dissatisfied with anything you have purchased online, please contact e.g.etal by emailing us or call us on 03 9639 5111.
If any product purchased by you is faulty or significantly different to that shown or described to you, and if e.g.etal in its reasonable opinion agrees, you are entitled to choose a refund, have the product repaired or exchanged. e.g.etal will assess the problem and discuss options for a remedy with you. The item must be returned to e.g.etal within 21 days, with proof of purchase.
All contents of this site are e.g.etal copyright. All rights reserved.
Unless otherwise indicated, e.g.etal reserves all intellectual property rights, on behalf of the artists represented by e.g.etal. This includes, but isn’t limited to, copyright in material and services provided by the website. The material provided on the website is provided for personal use only and may not be resold, redistributed, reproduced, duplicated, copied or otherwise exploited, without the prior written consent of e.g.etal.