Store Policies

Custom Orders & Deposit Policy

Last updated: 04 June 2026

Custom jewellery orders at Goldex Jewellery are handmade and created specifically for each customer. Because of this, they involve unique design work, customised sizing, and materials purchased individually for your project.

By paying a deposit, you acknowledge and agree to the terms outlined in this policy, which is based on NSW (New South Wales, Australia) standards and Australian Consumer Law.

1. When a Deposit Is Required

A deposit is required for all custom jewellery orders, including but not limited to:

  • Custom chains, bracelets, rings, pendants, or one-off pieces;
  • Orders requiring specific metal types (e.g. 999 silver, 925 silver, 9k/14k/18k gold, rose gold, etc.);
  • Orders requiring specific stones or speciality materials;
  • Any made-to-order item where work is started specifically for you.

Deposits must be paid before any materials are purchased or any work begins.

2. Deposit Amount

Deposit amounts will be clearly communicated in your quote and may vary depending on:

  • Required materials;
  • Estimated labour time and complexity;
  • Size, length, or custom measurements;
  • Rush or urgent jobs.

In most cases, deposits will be between 20% and 50% of the estimated total.

3. When the Deposit Becomes Non-Refundable

Your deposit becomes non-refundable as soon as any of the following occur:

  • Materials (e.g. metal, stones) have been purchased specifically for your job; or
  • Design, layout, CAD, cutting, forging, soldering, shaping or polishing work has begun; or
  • You have approved the design, quote, and confirmed that you wish to proceed.

At that point, your deposit is used to cover materials already purchased and labour already completed, and is not refundable even if you change your mind.

4. If You Cancel Your Order

If you decide not to proceed with your custom piece:

Before materials are purchased or work begins

We may, at our discretion, refund part or all of your deposit, minus any design or consultation work already completed.

After materials are purchased or work has begun

Your deposit is non-refundable. This is in line with NSW and Australian Consumer Law for custom-made goods, which do not attract change-of-mind refunds.

5. If Goldex Jewellery Cancels Your Order

If, for any reason, we are unable to complete your order and the cancellation is not due to your actions, we will refund your deposit in full.

If we need to cancel because of a lack of communication, refusal to approve required details, or non-payment of the remaining balance, your deposit may be retained to cover work and materials already committed.

6. Changes After Work Has Started

Once materials have been purchased or work has commenced, change requests may:

  • Not be possible in some designs; or
  • Result in extra charges for additional labour or materials; or
  • Extend the completion time.

Any additional costs will be discussed with you before continuing.

7. Completion & Final Payment

Once your custom piece is finished, the remaining balance is due before pickup or shipping.

  • Full payment is required prior to release of the item.
  • If the remaining balance is not paid within 6 days of completion notice, we may:
    • Hold the piece until payment is made; or
    • Cancel the order and retain the deposit to cover labour and materials; and/or
    • Resell or repurpose the piece at our discretion.

8. Pickup, Delivery & Resizing

Pickup or shipping will be arranged once full payment has cleared. Any shipping fees will be clearly communicated.

Some custom designs can be resized, and some cannot without risking structural integrity. Resizing, if possible, may incur additional fees.

9. Warranty on Custom Pieces

Custom pieces include a 30-day workmanship warranty from the date of pickup or delivery, covering:

  • Defects in solder joints;
  • Structural issues caused by workmanship.

This warranty does not cover:

  • Accidental damage, misuse, or neglect;
  • Chemical damage (bleach, chlorine, harsh cleaners, pools/spas, etc.);
  • Bends, breaks or dents from impact, snagging, or force;
  • Normal wear and tear;
  • Tarnish, which is natural for silver and some metals.

10. No Change-of-Mind Refunds (NSW / Australian Law)

Under NSW Fair Trading guidelines and Australian Consumer Law, change-of-mind refunds are not required for custom-made items that are made specifically for you or significantly altered at your request.

You are entitled to a remedy (repair, remake, or refund) where there is a major fault or failure with the product under Australian Consumer Law. This policy does not limit any rights you have under those laws.

11. How We Communicate This Policy

When a deposit is requested, we may provide this policy:

  • Via a link to this page on our website;
  • In writing via message or email; or
  • As part of your written or digital quote.

By paying your deposit, you confirm that you have been given a reasonable opportunity to review and understand this policy and that you agree to these terms.

12. Chargebacks & Disputes

To protect both customers and Goldex Jewellery, we keep records of quotes, approvals, progress photos, and material purchases for custom orders.

Where a non-refundable deposit has been used to purchase materials and begin custom work, we may dispute any bank or card chargeback using this documentation.

13. Questions or Clarification

If you have any questions about this Custom Orders & Deposit Policy, or would like more detail before paying a deposit, please contact us:

Shipping & Delivery

Last updated: 04 June 2026

1. Processing Times

  • Ready-made pieces: Usually ship within the same day - 2 business days after payment clears.
  • Custom or made-to-order pieces: Timeframes are quoted individually and depend on design complexity, materials and workload. We will always give an estimated timeframe before you pay your deposit.

2. Shipping Methods

We primarily use tracked services (such as Australia Post tracked or courier) for all orders. Tracking details will be provided once your order has been dispatched.

3. Domestic Shipping (Australia)

  • Standard and/or express options may be available at checkout.
  • Timeframes shown at checkout are estimates provided by the carrier and are outside our control.
  • Delays caused by the carrier, weather or events such as public holidays are not the responsibility of Goldex Jewellery. However, we will assist in any way we can.

4. International Shipping

Where international shipping is offered, you are responsible for any customs duties, import taxes, local handling fees or restrictions that apply in your country. We are unable to mark shipments as “gift” or under-declare values.

5. Shipping Address

Please ensure your shipping address is correct at checkout. We are not responsible for parcels delayed or lost due to incorrect or incomplete addresses provided by the customer.

6. Lost or Delayed Parcels

If a parcel is delayed or appears lost in transit, we will assist you in lodging enquiries with the carrier. Replacements or refunds will be assessed in line with:

  • Carrier investigation outcomes; and
  • Our obligations under Australian Consumer Law.

7. Signature on Delivery & Insurance

For higher-value pieces, we may require signature on delivery or recommend optional insurance where available. If you decline recommended insurance, you accept the risk of loss or damage in transit, to the extent permitted by law.

Returns, Cancellations & Repairs

Last updated: 04 June 2026

1. Custom & Made-to-Order Items

Custom and made-to-order pieces are created specifically for you. As outlined in our Custom Orders & Deposit Policy:

  • No change-of-mind refunds or returns apply once work has begun or materials have been purchased, except where required by Australian Consumer Law.
  • You are entitled to a remedy if there is a major fault or failure under Australian Consumer Law.

2. Ready-Made / Non-Custom Items

For ready-made, non-custom items purchased online:

  • If the item is faulty, unsafe, or not as described, you may be entitled to a repair, replacement or refund under Australian Consumer Law.
  • Change-of-mind returns are generally not offered but may be considered on a case-by-case basis if the item is unworn, in original condition and returned within a reasonable time. Any approval is at our discretion and may be offered as store credit rather than a cash refund.

3. Hygiene & Wear Considerations

For hygiene and safety reasons, certain items (for example, earrings, body jewellery or heavily worn pieces) may not be suitable for return unless they are faulty.

4. How to Request a Return or Repair

If you believe there is a problem with your item, please contact us as soon as possible with:

  • Your order number;
  • Photos of the item and the issue; and
  • A short description of what happened.

We will assess the issue, which may include inspecting the piece in person.

5. Workmanship Warranty

Custom pieces include a 30-day workmanship warranty from the date of pickup or delivery (see details in the Custom Orders & Deposit Policy). For ready-made pieces, a similar reasonable period may apply for workmanship issues, assessed on a case-by-case basis.

6. Exclusions

This policy does not cover:

  • Damage from accident, misuse, knocks, crushing or snagging;
  • Chemical damage (bleach, chlorine, pools, spas, hair dye, cleaners);
  • Normal wear and tear;
  • Tarnish and patina on silver or other metals; or
  • Damage caused by attempts to modify or repair the piece by a third party.

7. Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under the Competition and Consumer Act 2010 (Cth) or any other applicable legislation. Where there is any inconsistency, your statutory rights prevail.

Privacy Policy

Last updated: 04 June 2026

Goldex Jewellery operates this store and website, including all related information, content, features, tools, products and services (the “Services”). Goldex Jewellery is powered by Shopify, which enables us to provide the Services to you.

This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us.

We are based in New South Wales, Australia and handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) and, where applicable, the Privacy and Personal Information Protection Act 1998 (NSW).

If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information, to the extent permitted by applicable Australian law.

By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.

Personal Information We Collect or Process

“Personal information” means information that identifies or can reasonably be linked to you or another person. It does not include information that has been de-identified or aggregated.

We may collect or process the following types of personal information:

  • Contact details (name, address, billing/shipping address, phone, email)
  • Financial information (payment card details, transaction details, payment method)
  • Account information (username, password, preferences and settings)
  • Transaction information (items viewed, cart, wishlist, purchases, returns, deposits or part-payments made)
  • Communications with us (support enquiries, custom order confirmations, deposit approvals)
  • Device information (device type, browser, network, IP address, identifiers)
  • Usage information (how and when you interact with or navigate the Services)

Personal Information Sources

  • Directly from you – when you create an account, place an order, pay a deposit, or contact us;
  • Automatically through the Services – via cookies, logs and similar technologies;
  • From service providers – for example, payment processors or shipping carriers acting on our behalf;
  • From partners or third parties where permitted by law.

How We Use Your Personal Information

  • Provide, tailor and improve the Services – to process payments and deposits, fulfil orders, arrange shipping, manage your account, and customise your experience.
  • Marketing and advertising – to send you marketing emails or show you ads for our products (you can opt out at any time).
  • Security and fraud prevention – to authenticate your account and detect, investigate or prevent fraud or misuse.
  • Communicating with you – to provide support, send order and deposit confirmations, and discuss custom designs or changes.
  • Legal reasons – to comply with laws, respond to legal requests, and enforce our policies.

How We Disclose Personal Information

We may disclose your personal information:

  • To Shopify, vendors and third parties who perform services on our behalf (IT, payment processing, data analytics, shipping, cloud storage);
  • To business and marketing partners who help us deliver advertising and promotions, in accordance with their own privacy notices;
  • When you request or consent to a disclosure (for example, social media integrations or shipping providers);
  • Within our corporate group or in connection with a business transaction; and
  • To comply with legal obligations, respond to lawful requests, or protect our rights and the rights of others.

Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve them. Information you submit may be transmitted to and shared with Shopify and third parties (which may be located outside Australia).

Shopify may also use certain data from your interactions with our store and other merchants for enhanced features and analytics. In those cases, Shopify is responsible for that processing. For more information about how Shopify handles personal information and your rights, see the Shopify Consumer Privacy Policy and Privacy Portal.

Third-Party Websites and Links

Our Services may contain links to third-party websites or platforms. We are not responsible for the privacy or security of such sites. Please review their privacy policies before providing personal information.

Children’s Data

Our Services are not intended for children, and we do not knowingly collect personal information from individuals under the age of majority in your jurisdiction. If you believe a child has provided us with personal information, please contact us so we can delete it.

Security & Retention

While we use reasonable safeguards, no system is completely secure. We recommend avoiding unsecure channels for sensitive information.

We retain personal information for as long as necessary to provide the Services, meet legal obligations, resolve disputes and enforce agreements. In general, we keep transaction records (including deposits and balances) for as long as required under Australian tax, accounting and consumer laws.

Deposits, Orders & Custom Work (NSW)

For custom, bespoke or made-to-order jewellery, we may require a deposit before we commence work or order materials.

  • Deposit information collected: name, contact details, order details, deposit amount, payment method, payment date and any balance owing.
  • Use of deposit information: to confirm your booking, order materials, commence design or production, track progress, manage balance payments and communicate with you about your piece.
  • Refunds & cancellations: our deposit and cancellation terms are designed to comply with Australian Consumer Law and NSW fair trading requirements.

Deposits may be non-refundable once design work has commenced, materials have been ordered, or production has started, except where a refund is required by law (for example, where there is a major failure under the Australian Consumer Law).

Your Rights & Choices

Depending on where you live, you may have the right to:

  • Request access to personal information we hold about you;
  • Request deletion of certain personal information, subject to our legal obligations;
  • Request correction of inaccurate information;
  • Request a copy of your information in a portable format; and
  • Manage your marketing communication preferences.

We may need to verify your identity before actioning a request. We will not discriminate against you for exercising your rights.

Complaints

If you have concerns about how we handle your personal information, please contact us first so we can try to resolve the issue.

If you are in Australia and are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC). Information about how to do this is available on the OAIC website.

International Transfers

Your personal information may be transferred, stored or processed outside the country where you live. Where required, we rely on recognised transfer mechanisms (such as Standard Contractual Clauses) or comparable safeguards.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will post updates on this page and adjust the “Last updated” date accordingly.

Contact

If you have any questions about this Privacy Policy or would like to exercise your rights, please email us at goldexjewellery@hotmail.com.

Other Terms & Governing Law

Last updated: 04 June 2026

1. Pricing & Availability

  • All prices are in Australian dollars (AUD) unless otherwise stated.
  • We may change prices, materials or availability at any time before your order is accepted.
  • If there is an obvious pricing or description error, we may cancel or correct the order and will contact you to discuss options.

2. Handmade Nature of Items

Many pieces are handmade and may show slight variations in texture, finish, dimensions or colour compared to photos. These are not considered faults and form part of the character of the piece.

3. Care Instructions

Proper care helps your jewellery last longer. We recommend avoiding harsh chemicals, impacts, rough wear, and storing pieces separately where possible. Failure to follow care guidance may affect eligibility for repairs or warranties.

4. Limitation of Liability

To the maximum extent permitted by law, we are not liable for any indirect or consequential loss arising from use of the Services or the jewellery purchased. Nothing in this clause excludes or limits any rights you have under Australian Consumer Law.

5. Governing Law

These policies and any disputes arising out of or in connection with them are governed by the laws of New South Wales and the Commonwealth of Australia. You agree to submit to the non-exclusive jurisdiction of the courts of New South Wales.