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 the confirmation email you provided before contacting us.
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 email@example.com.
HOW LONG WILL IT TAKE TO RECEIVE MY PARCEL?
DOMESTIC ORDERS -
Your order will take 1-2 business days to be processed.
Shipping takes 2-8 business days (standard Australia Post)
All orders are sent in Better packaging comPOST pack (biodegradable & plastic-free)
INTERNATIONAL ORDERS -
✧ Australia Post standard international post.
Unfortunately, there is no plastic-free option for international parcels.
Delivery dates will depend on the location to which the package is being shipped to.
To calculate the estimated delivery date, please see the table below.
Estimated days for delivery
QLD, NSW, VIC
2 – 8 business days for shipping, plus 1 – 2 business days for processing
SA, WA & NT
5 – 7 business days for shipping, plus 1 – 2 business days for processing
6-25 business days for shipping, plus 1-2 business days for processing.
Please note that orders are processed and shipped during regular business hours (9.00 am – 5.00 pm 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.
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?
Yes, your order is 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!
HOW MUCH DOES DOMESTIC SHIPPING COST?
Free shipping for orders $150 and over || trackable and insured to the value of AUD 100.
Flat rate of AUD 9 for orders $0.00 – $149 || trackable and insured to the value of 1AUD 00.
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 purchasing. Please email us with your postal address and the dollar amount you wish to ensure your order.
Please be aware of customs and tax requirements in regard 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 the seller at check out please type *please send tracking to email*.
Please ensure the delivery address is secure and that you are aware of customs and tax requirements in regard 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 regard 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 ORDERS 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 at firstname.lastname@example.org.
WHAT MATERIALS DO YOU USE IN THE MAKING OF YOUR JEWELLERY?
✧ 100% recycled 925 Sterling Silver.
Certified by the London Bullion Market Association (now known simply as LBMA), which is the global authority on precious metals.
✧ 925 Sterling Silver.
✧ 40-70% recycled Brass, nickel free.
✧ Brass, nickel free.
✧ Sustainably sourced shells.
✧ Cubic zirconia. A sustainable source of gemstones that has no inclusions and is virtually flawless as it is lab made. Cz is an affordable alternative to diamonds.
WHICH PAYMENT OPTIONS DO YOU PROVIDE?
You can securely pay for your goods using:
✧ Credit Card
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:
HOW DO I CLEAN MY JEWELLERY?
Please read over our cleaning instructions in the link provided.
CAN I WEAR MY JEWELLERY EVERY DAY?
You can but this will affect the plating. If you wear it every day without taking it off, it may tarnish within 4 months to a year. If you look after it and remove it in water and when touching sunscreens and follow our full care instructions it can last years. If the plating wears off we choose brass as the base for most pieces, this means the item will still appear gold but just dull in lustre. Please note all our chains are 100% recycled sterling silver base, not brass.
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! Please enter your details below the sold out button so we can notify you when the item is restocked.
All discontinued items are removed from our website.
Please email us at email@example.com for a specific request.
HOW WILL MY PARCEL BE PACKAGED AND WHAT'S INCLUDED?
All pieces are packaged in:
✧ Beautifully crafted FSC Celeste Twikler gift boxes (Eco-friendly gold foil.)
✧ Securely wrapped in a Celeste Twikler linen ribbon.
✧ 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 authorised to be sent without tracking.
* If you have to collect your parcel.
* if you have not provided a secure address.
HOW DO I BECOME A STOCKIST OF CELESTE TWIKLER JEWELLERY?
CAN I COMMISSION A CUSTOM JEWELLERY DESIGN FROM CELESTE TWIKLER?
Currently, Celeste is unable to take on commissions.
WHAT CURRENCY ARE THE WEBSITE PRICES DISPLAYED IN?
All prices on the website are listed in Australian dollars (AUD)
DO YOU OFFER DISCOUNTS OR PROMOTIONS?
We promoted any special discounts via our mailing list and Instagram. Insight into future sales is not available.