RESPONSE TIME
I SENT AN EMAIL TO CUSTOMER SERVICE. HOW LONG DOES IT TAKE TO RECEIVE A REPLY?
I will do everything I can to give a detailed and caring response within 1 - 5 working days. As I'm now a one woman show your patience is truly appreciated but please don't hesitate to nudge me gently if you have not heard from me after five days.
You will receive an automated email confirming your order within a few hours.
You will receive a tracking number after your order has shipped.
Celeste Twikler ships Domestically (Australia) and internationally. We ship worldwide.
HOW LONG WILL IT TAKE TO RECEIVE MY PARCEL?
Atlantis Collection: Celeste Twikler creates and casts these fine objects in true artisan style just for you. This unique labour of love can take 3-4 weeks from the order date to delivery.
*Please be understanding and allow longer if your piece is subject to dispatch, creation or postal delays.*
Boteh Collection: Your order will shimmy through processing in 1-2 business days.
If you order peices from two seperate collections I will post the ready made items out so you are not waiting for the peices from the Atlantis collection to be made in order to recieve your other item/s.
Please add shipping times to the above processing times.
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 calculate the estimated delivery date, please look at the table below.
|
Location |
Estimated days for delivery |
|
QLD, NSW, VIC |
2 – 8 business days for shipping + 1-2 business days for items from the Boteh Collection or 3-4 weeks for items from Atlantis Collection. |
|
SA, WA & NT |
5 – 7 business days for shipping + 1-2 business days for items from the Boteh Collection or 3-4 weeks for items from Atlantis Collection.
|
|
International |
Australia post 6-25 business days for shipping + 1-2 business days for items from the Boteh Collection or 3-4 weeks for items from Atlantis Collection. |
Please note that orders are processed and shipped during regular business hours (9 am—5 pm AEST, Monday to Friday, excluding public holidays).
I LIVE LOCAL, OR I'M VISITING BYRON BAY. CAN I PLACE AN ORDER AND PICK IT UP?
Sorry! At this stage, Celeste Twikler dances exclusively in the digital realm. I do not have a store, and studio visits are not available.
However, I will do everything I can to process and ship your order as quickly as possible. Your orders will arrive through regular Australia Post delivery.
CAN I SHIP MY PARCEL EXPRESS?
My studio is in Byron Bay/Suffolk Park, just outside the Express Post Zone. I'm sorry, but this means I can't zap your item through Express Post.
IS MY ORDER SHIPPED WITH POSTAL INSURANCE?
Yes, your order is automatically insured for up to AUD 100 free of charge.
DO YOU OFFER TRACKING FOR DOMESTIC PACKAGES?
Yes. Once your order has been dispatched, we will provide a tracking link. You can follow its journey right to your door!
LINKS:
HOW MUCH DOES DOMESTIC SHIPPING COST?
Free shipping for orders $150 and over || trackable and insured to AUD 100.
Flat rate of AUD 9 for orders $0.00 – $149 || trackable and insured to AUD 100.
INTERNATIONAL ORDERS
HOW MUCH DOES INTERNATIONAL SHIPPING COST?
*Just so you know, these prices are subject to change and will be updated at checkout.
Asia AUD 24
Europe AUD 25
New Zealand AUD 19
North America AUD 20
The rest of the world AUD 35
International orders do not come with insurance; if you would like insurance, please email me for a quote before purchasing. Please email me your postal address and the dollar amount you wish to ensure your order.
Please be aware of customs and tax requirements regarding international orders.
✧ International orders and taxes
International taxes and duties are at the customer's expense. This amount is usually payable upon collection. Your local post office can check your average tax and duty rate.
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 destroyed goods 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 regarding international orders.
✧ International orders and taxes
DO YOU OFFER EXCHANGES OR REFUNDS?
We only offer exchange on incorrect ring sizes.
All other items are not eligible for exchange or refund.
If you order the incorrect size, you are welcome to exchnage it for another ring size, but please be aware any items form the Atlantis collection will take another 3-4 weeks as the ring will need to be remade.
Refer to our ring size chart for guidance, or contact Celeste directly for assistance at info@celestetwikler.com or 0416620688.
If you would like to exchange an item you must make a request via https://ctexchange.returnscenter.com/. You will receive acceptance or decline with further instructions. 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 that the purchaser is required to pay for any shipping costs.
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 ORDER THE WRONG SIZE?
Please contact us right away for exchange instructions at info@celestetwikler.com.
WHAT MATERIALS DO YOU USE IN THE MAKING OF YOUR JEWELLERY?
We use the following:
✧ 100% recycled 925 Sterling Silver - Fundamental ring. Certified by the London Bullion Market Association (known simply as LBMA), which is the global authority on precious metals.
✧ 9k Gold guaranteed carat rating
✧ 925 Sterling Silver - Atlantis Collection
✧ Premium pure Brass, nickel-free - Atlantis Collection
✧ 40-70% recycled Brass, nickel free - Path Collection
✧ Sustainably sourced shells.
✧ Cubic zirconia. It is a sustainable source of gemstones with no inclusions and is virtually flawless as it is lab-made. Cz is an affordable alternative to diamonds.
✧ Nano gems
PAYMENT OPTIONS
WHICH PAYMENT OPTIONS DO YOU PROVIDE?
You can securely pay for your goods using:
✧ Afterpay
✧ Visa
✧ Credit Card
✧ Amex
✧ PayPal
✧ GPay
✧ Shop Pay
✧ Union Pay
✧ JCB
RING SIZE
WHERE DO I FIND THE RING SIZE CHART AND MY SIZE?
You can find the ring size chart at
✧ The footer of the website
✧ Each individual design has a description and a tab drop down menu
✧ Or click this link Ring size chart
CLEANING
HOW DO I CLEAN MY JEWELLERY?
Please read over our cleaning instructions in the link provided.
SOLD OUT ITEMS
AN ITEM I LIKE IS MARKED ‘SOLD OUT’. DOES THIS MEAN IT IS NO LONGER AVAILABLE?
Yes. Once a design is sold out it will be discontinued.
PACKAGING
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 get in touch with us immediately and within fourteen days of dispatch confirmation. We will take all reasonable steps to help you make 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 without postal or courier service.
* The loss or damage results from 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?
Yes, I am now taking on commissions. Email info@celestetwikler.com with your idea.
CURRENCY
WHICH CURRENCY IS THE WEBSITE PRICES DISPLAYED IN?
All prices on the website will automatically be listed in Australian dollars (AUD). Please use the drop down menu at the top right to select your preferred currency.