FAQs

RESPONSE TIME

I SENT AN EMAIL TO CUSTOMER SERVICE. HOW LONG DOES IT TAKE TO RECEIVE A REPLY?

You will receive a reply to your query in 1 - 5 working days.

We aim to give the best response and care to every enquiry and this takes time, we ask that you please be patient with us.

If you have not received a response in 5 working days feel free to give us a friendly reminder.

WHEN WILL I RECEIVE MY ORDER CONFIRMATION?



You will receive an automated email confirming your order within a few hours.

You will receive a tracking number within 1 – 5 business days once your order has been shipped.

If you have not received your tracking, please check your junk mail and confirmation email you provided before contacting us.

SHIPPING 

WHICH COUNTRIES DO YOU SHIP TO?

We ship Domestically (Australia) and internationally, providing worldwide shipping.

If your country is not listed once you reach checkout, please contact sales@celestetwikler.com.

*Shipping destinations are currently affected by COVID-19 please contact us for more information regarding your country.*

HOW LONG WILL IT TAKE TO RECEIVE MY PARCEL?

DOMESTIC ORDERS -

Your order will take 1-5 business days to be processed and dispatched. 

We ship all orders using either: 

✧ Sendle, 100% carbon-neutral, biodegradable plastic-free packaging. Includes coverage for loss of up to $300. 

REMOTE ADDRESSES WILL BE SENT VIA: 

✧ Australia Post standard, biodegradable plastic-free packaging. Includes coverage for loss of up to $100.  


INTERNATIONAL ORDERS - 


✧ Australia Post standard international post.  


or  


✧ DHL Express International - paperless trade. 


Unfortunately, there is no plastic-free option for international post satchels offered by Australia Post or DHL, however all Celeste Twikler packaging is plastic free and made from recycled or reusable materials. 

Delivery dates will depend on the location the package is being shipped to.

To calculate the estimated delivery date, please see the table below.

Location

Estimated days for delivery

QLD, NSW, VIC

2 – 3 business days for shipping, plus 1 – 5 business days for processing

SA, WA & NT

5 – 7 business days for shipping, plus 1 – 5 business days for processing

 

International

Australia post (current carrier being used) 

7-14 business days for shipping, plus 1-5 business days for processing. 

DHL. (we are currently unable to ship via DHL)

2 – 4 business days for shipping, plus 1 – 5 business days for processing

 


Please note that orders are processed and shipped during regular business hours (9.00am – 5.00pm AEST, Monday to Friday excluding public holidays).

All shipping is subject to changes and delays due to COVID-19. 

I LIVE LOCAL OR I'M VISITING BYRON BAY, CAN I PLACE AN ORDER AND PICK IT UP?

Sorry, but no. Celeste Twikler is strictly an online store.

We have no public pickup or drop off address open to the public. 

Please visit our stockist list in the footer of the website for our current local stockists. 

All local orders will be shipped with regular Australia post or Sendle. 

 
CAN I SHIP MY PARCEL EXPRESS?

Our head office is in Byron Bay which is outside the Express Post Zone. Unfortunately, this means we are not able to ship your item via Express Post.
 
IS MY ORDER SHIPPED WITH POSTAL INSURANCE?

Domestic orders are automatically insured for up to $300 if shipped with Sendle.

If you postal address is considered remote it will be shipped with Australia Post and automatically insured for up to AUD 100 free of charge to you.

DO YOU OFFER TRACKING FOR DOMESTIC PACKAGES?

Yes. We provide a tracking link once your order has been dispatched. You can follow its journey right to your door!
 
LINKS:

Sendle 
Australia Post
 
HOW MUCH DOES DOMESTIC SHIPPING COST?

Free shipping for orders $150 and over || trackable and insured. 

AUD 7 for orders $0.00 – $99.00 || trackable with insurance. 

 

INTERNATIONAL ORDERS

HOW MUCH DOES INTERNATIONAL SHIPPING COST?

*Please note these prices are subject to change during COVID_19 and will be updated at checkout. 

Asia AUD 24
Europe AUD 25
New Zealand AUD 19
North America AUD 20
Rest of the world AUD 35


International orders do not come with insurance, if you would like insurance please email us for a quote before puraches. Please email us with your postal address and the dollar amount you wish to ensure your order for.

Please be aware of custom and tax requirements in regards to international orders.

✧ International orders and taxes

WHO PAYS FOR ANY APPLICABLE INTERNATIONAL TAXES AND IMPORT DUTIES? 


International taxes and duties are at the customer's expense. This amount is usually payable upon collection. You can check your average tax and duty rate with your local post office.
 
Please enquire at your local customs office about the fees associated with taxes and duties before you place your order. Orders will not be refunded by Celeste Twikler for reasons associated with taxes and duties payable by the purchaser. Celeste Twikler is not liable for any costs associated with goods that are destroyed due to the non-payment of taxes and duties payable by the purchaser.

DO YOU OFFER TRACKING FOR INTERNATIONAL PACKAGES?

Yes; upon request. In notes to seller  at check out please type *please send tracking to email*. 
 
Please ensure the delivery address is secure and you are aware of custom and tax requirements in regards to international orders. 

✧ International orders and taxes

 

EXCHANGE OR REFUND

DO YOU OFFER EXCHANGES OR REFUNDS?

We offer an exchange on ring size only. The item for exchange must be returned in its original condition and packaging within 14 days, with no signs of wear or damage. Please note, the purchaser is required to pay for any cost in regards to shipping.

Proof of purchase is required for an exchange or refund of any kind. 

We do not offer refunds unless the item is proven to be faulty.

IF I PLACE TWO ORDERS CLOSE TOGETHER CAN I GET A REFUND ON THE SHIPPING AND HAVE BOTH ORDRES SENT TOGETHER?

All orders are final. We can not add to, remove or amend any order. 

WHAT SHOULD I DO IF I ORDERED THE WRONG SIZE?

Contact us immediately for exchange instructions on info@celestetwikler.com

MATERIALS USED 

WHAT MATERIALS DO YOU USE IN THE MAKING OF YOUR JEWELLERY?

✧ 100% recycled 925 Sterling Silver.  

✧ 925 Sterling Silver. 

✧ 40-70% recycled Brass, nickel free.  

✧ Brass, nickel free. 

✧ Sustainably sourced shells. 

 
PAYMENT OPTIONS


WHICH PAYMENT OPTIONS DO YOU PROVIDE?

You can securely pay for your goods using:

✧ Afterpay 

✧ Visa

✧ Credit Card

✧ Amex

✧ PayPal 

RING SIZE

HOW DO I KNOW WHAT RING SIZE I AM?

You can find our ring size chart in the footer of the website menu or click this link below:

Ring size chart

CLEANING

HOW DO I CLEAN MY JEWELLERY?

Please read over our cleaning instructions in the link provided.

Cleaning instructions

CAN I WEAR MY JEWELLERY EVERY DAY?

Yes, most designs can be worn every day but within our recommended care instructions. Please read the products description to see if we specify if it is not suitable for everyday wear. 

 

SOLD OUT ITEMS
 

AN ITEM I LIKE IS MARKED ‘SOLD OUT’. DOES THIS MEAN IT IS NO LONGER AVAILABLE?

If an item appears as ‘sold out’, it is merely in production and will be restocked as soon as possible, we like to keep our staple pieces!


All discontinued items are removed from our website.

Please email us at info@celestetwikler.com for a specific request. 


PACKAGING

HOW WILL MY PARCEL BE PACKAGED AND WHAT'S INCLUDED?


All pieces are packaged in:

✧ Beautifully crafted Celeste Twikler gift boxes (Eco-friendly gold foil.)
✧ Securely wrapped in a Celeste Twikler linen ribbon.

✧ Your entire order will be inside a recycled, reusable and biodegradable carry bag.

✧ Shipped in a betterpackaging.com postal bag (biodegradable, reusable and recyclable) for more information click this link: What will I receive with my order?

LOST OR DAMAGED ITEMS

WHAT IF MY ITEM IS LOST OR DAMAGED?

If your package does not arrive, or it arrives damaged, please contact us immediately and within fourteen days from confirmation of dispatch. We will take all reasonable steps to assist you in making an insurance claim. 
 
Celeste Twikler is not liable to replace or compensate for lost or damaged items if:
 
* the item is seized by Customs or any other government agency
* the item is sent to a country where no postal or courier service exists
* the loss or damage is the result of an event beyond our reasonable control
* the loss or damage occurs after delivery; or
* the item was authorized to be sent without tracking
* If you have to collect your parcel
* if you have not provided a secure address

STOCKIST APPLICATION

HOW DO I BECOME A STOCKIST OF CELESTE TWIKLER JEWELLERY?

Please email sales@celestetwikler.com
 
✧ Subject heading - stockist application.
✧ Store name & location you wish to sell in - include any names of sister stores.
✧ A link to your website and social media.
✧ A brief description of your store - pictures welcome. 
Thank you. We look forward to hearing more about you.  
COMMISSION PIECES 

CAN I COMMISSION A CUSTOM JEWELLERY DESIGN FROM CELESTE TWIKLER?

Currently, Celeste is unable to take on commissions.

CURRENCY

WHAT CURRENCY ARE THE WEBSITE PRICES DISPLAYED IN?

All prices on the website are listed in Australian dollars (AUD) 

PROMOTIONS

DO YOU OFFER DISCOUNTS OR PROMOTIONS?

We promoted any special discounts via our mailing list and Instagram. Insight to future sales is not available.