FAQs

  • Refund policy

    STANDARD ONLINE RETURN POLICY

    Australian consumer law says that a store or seller MUST provide a repair, replacement or refund if an item is faulty or significantly not as described. If for any reason you are not, we will gladly issue a full refund, exchange or merchandise credit for items returned within 7 days.

    But please contact to us first for your return.  

    ATT: RETURNS

    Queen and Collection Pty Ltd
    Parcel Locker ; 10218 33846

    Am I entitled to a refund if I've changed my mind?

    No, you're not.

    Let's say you walk into a store and buy something and then walk back in one minute later with the receipt and try to return it, even then you're not entitled to a refund. Australian retailers are not required by law to refund anything simply because a customer has changed their mind.

    That said, many retailers including David Jones, Myer and THE ICONIC will happily offer refunds for change of mind. Lots of stores do! So if you often find that you change your mind about purchases, you might want to stick to shopping with stores that definitely do offer refunds for change of mind.

    It's worth checking the returns policy at the store you're shopping with before you make a purchase. Otherwise you might not be able to get your money back.

    For items returned within 7 days, we will offer an exchange or merchandise credit. Every return must be accompanied by a sales receipt and unaltered, unworn and in saleable condition. Items received after 7 days will not be accepted for return or exchange. All personalised items, including custom and engravable pieces, as well as designs from the Queen and Collection, are considered final sale and may not be returned or exchanged at any time

    After you have shipped back your return, please allow 2-3 weeks for its processing.  All refunds will be issued to the original form of payment with the exception of cash purchases, which will be refunded by company check. Please note used merchandise will not be accepted for refund or exchange unless defective. Some exclusions may apply.

     

    PLEASE NOTE – There is NO exchange or refund on sale items. All purchases on sale items are final. 

     

    WHO PAYS FOR SHIPPING RETURNS?

    Returns/Exchanges :

    Purchaser pays the cost of return charges to Q&C, however Q&C will pay for postage on any exchange postage back to the customer. 

    Faulty Product:

    Customers will initially be responsible for shipping and handling charges for any faulty products, however this amount will be refunded to your account once the product has been received and assessed. Please ensure you provide a delivery receipt with any charges to ensure your refund can be processed. 

    WARRANTY

    All Q&C items come with a 6 month warranty against manufacturing issues. All products that are deemed to be faulty, as the result of a manufacturing error, will be repaired or replaced at no cost. The warranty does not include mishandling.

     

    Repairs for accidental damage such as broken chain, lost charms or lost earring components will incur a repair fee. 

     

    If you believe you have received a faulty item, or your jewellery has been damaged, please email info@queenandcollection.com.au to discuss. 

    Please note, return shipping, taxes and duty costs will be the responsibility of the customer.

  • WARRANTY

    Shipping Info

    All jewellery orders will be dispatched by Queen and Collection within 1 business day of order receipt.Each customer will receive an order, shipping and tracking number for each delivery. Orders received after 1pm will be dispatched the following business day*.Should you wish to make any changes to your order you must contact Q&C by email at info@queenandcollection.com.au the following business day otherwise the shipping charges will apply. 

    FREE SHIPPING

    FREE shipping at the checkout ( All order over $99 Australia Wide )

    STANDARD SHIPPING - AUSTRALIA

    Standard shipping within Australia is $8.50 flat rate.All customers will receive confirmation of shipping and tracking details via email

    DELIVERY ESTIMATES

    Australia Post Standard – 3-7 Business Days*

    Australia Post Express – 1-3 Business Days*

    Delivery estimates for WA, NT and rural areas will take additional time.

    NEW ZEALAND

    Standard shipping to New Zealand is $15.00Shipping to New Zealand is via Pack & Track – Australia Post International, please allow 3-10 business days for delivery.All customers will receive confirmation of shipping and tracking details via email.

    INTERNATIONAL

    Australia Post Express – 3-6 Business Days*The below destinations are limited to Express Shipping only via AU Post Express network, as standard shipping routes have been suspended:

    USA, UK, Mexico & Canada.  

    INTERNATIONAL TAXES AND DUTIES

    International customers (outside Australia) are responsible to pay any applicable inbound duties, taxes, and any other fees outlined by local Customs authority. All international packages are shipped DDU (duties and taxes unpaid), meaning these fees are not included in the price of goods purchased from our website. It is your responsibility to pay these fees in order to receive the parcel. We are unable to advise the amounts of what these fees might be, if applicable at all. Please contact your country's custom office for estimated charges and rates on packages coming from overseas.

  • Terms of Service

    Terms and conditions

    These terms and conditions ("Agreement") sets forth the general terms and conditions of your use of the queenandcollection.com.au website and any of its related products and services. This Agreement is legally binding between you and this Website operator. By accessing and using the Website and Services, you acknowledge that you have read, understood, and agree to be bound by the terms of this Agreement. If you are entering into this Agreement on behalf of a business or other legal entity, you represent that you have the authority to bind such entity to this Agreement, in which case the terms "User", "you" or "your" shall refer to such entity. If you do not have such authority, or if you do not agree with the terms of this Agreement, you must not accept this Agreement and may not access and use the Website and Services. You acknowledge that this Agreement is a contract between you and the Operator, even though it is electronic and is not physically signed by you, and it governs your use of the Website and Services.

    Accounts and membership

    You must be at least 18 years of age to use the Website and Services. By using the Website and Services and by agreeing to this Agreement you warrant and represent that you are at least 18 years of age. If you create an account on the Website, you are responsible for maintaining the security of your account and you are fully responsible for all activities that occur under the account and any other actions taken in connection with it. We may, but have no obligation to, monitor and review new accounts before you may sign in and start using the Services. Providing false contact information of any kind may result in the termination of your account. You must immediately notify us of any unauthorised uses of your account or any other breaches of security. We will not be liable for any acts or omissions by you, including any damages of any kind incurred as a result of such acts or omissions. We may suspend, disable, or delete your account (or any part thereof) if we determine that you have violated any provision of this Agreement or that your conduct or content would tend to damage our reputation and goodwill. If we delete your account for the foregoing reasons, you may not re-register for our Services. We may block your email address and Internet protocol address to prevent further registration.

    User content

    We do not own any data, information or material that you submit on the Website in the course of using the Service. You shall have sole responsibility for the accuracy, quality, integrity, legality, reliability, appropriateness, and intellectual property ownership or right to use of all submitted Content. We may, but have no obligation to, monitor and review the Content on the Website submitted or created using our Services by you. You grant us permission to access, copy, distribute, store, transmit, reformat, display and perform the Content of your user account solely as required for the purpose of providing the Services to you. Without limiting any of those representations or warranties, we have the right, though not the obligation, to, in our own sole discretion, refuse or remove any Content that, in our reasonable opinion, violates any of our policies or is in any way harmful or objectionable. Unless specifically permitted by you, your use of the Website and Services does not grant us the license to use, reproduce, adapt, modify, publish or distribute the Content created by you or stored in your user account for commercial, marketing or any similar purpose.

    Backups

    We perform regular backups of the Website and its Content and will do our best to ensure completeness and accuracy of these backups. In the event of the hardware failure or data loss we will restore backups automatically to minimize the impact and downtime.

    Links to other resources

    Although the Website and Services may link to other resources (such as websites, mobile applications, etc.), we are not, directly or indirectly, implying any approval, association, sponsorship, endorsement, or affiliation with any linked resource, unless specifically stated herein. We are not responsible for examining or evaluating, and we do not warrant the offerings of, any businesses or individuals or the content of their resources. We do not assume any responsibility or liability for the actions, products, services, and content of any other third parties. You should carefully review the legal statements and other conditions of use of any resource which you access through a link on the Website and Services. Your linking to any other off-site resources is at your own risk.

    Limitation of liability

    To the fullest extent permitted by applicable law, in no event will the Operator, its affiliates, directors, officers, employees, agents, suppliers or licensors be liable to any person for any indirect, incidental, special, punitive, cover or consequential damages (including, without limitation, damages for lost profits, revenue, sales, goodwill, use of content, impact on business, business interruption, loss of anticipated savings, loss of business opportunity) however caused, under any theory of liability, including, without limitation, contract, tort, warranty, breach of statutory duty, negligence or otherwise, even if the liable party has been advised as to the possibility of such damages or could have foreseen such damages. To the maximum extent permitted by applicable law, the aggregate liability of the Operator and its affiliates, officers, employees, agents, suppliers and licensors relating to the services will be limited to an amount greater of one dollar or any amounts actually paid in cash by you to the Operator for the prior one month period prior to the first event or occurrence giving rise to such liability. The limitations and exclusions also apply if this remedy does not fully compensate you for any losses or fails of its essential purpose.

    Changes and amendments

    We reserve the right to modify this Agreement or its terms relating to the Website and Services at any time, effective upon posting of an updated version of this Agreement on the Website. When we do, we will revise the updated date at the bottom of this page. Continued use of the Website and Services after any such changes shall constitute your consent to such changes. Policy was created with WebsitePolicies.

    Acceptance of these terms

    You acknowledge that you have read this Agreement and agree to all its terms and conditions. By accessing and using the Website and Services you agree to be bound by this Agreement. If you do not agree to abide by the terms of this Agreement, you are not authorised to access or use the Website and Services.

    Contacting us

    If you would like to contact us to understand more about this Agreement or wish to contact us concerning any matter relating to it, you may send an email to info@queenandcollection.com.au

  • Privacy Policy

    Privacy policy

    This privacy policy ("Policy") describes how the personally identifiable information ("Personal Information") you may provide on the queenandcollection.com.au website ("Website" or "Service") and any of its related products and services (collectively, "Services") is collected, protected and used. It also describes the choices available to you regarding our use of your Personal Information and how you can access and update this information. This Policy is a legally binding agreement between you ("User", "you" or "your") and this Website operator ("Operator", "we", "us" or "our"). By accessing and using the Website and Services, you acknowledge that you have read, understood, and agree to be bound by the terms of this Agreement. This Policy does not apply to the practices of companies that we do not own or control, or to individuals that we do not employ or manage.

    Automatic collection of information

    Our top priority is customer data security and, as such, we exercise the no logs policy. We may process only minimal user data, only as much as it is absolutely necessary to maintain the Website and Services. Information collected automatically is used only to identify potential cases of abuse and establish statistical information regarding the usage and traffic of the Website and Services. This statistical information is not otherwise aggregated in such a way that would identify any particular user of the system.

    Collection of personal information

    You can access and use the Website and Services without telling us who you are or revealing any information by which someone could identify you as a specific, identifiable individual. If, however, you wish to use some of the features on the Website, you may be asked to provide certain Personal Information (for example, your name and e-mail address). We receive and store any information you knowingly provide to us when you create an account, or fill any online forms on the Website. When required, this information may include the following:

    Personal details such as name, country of residence, etc.Contact information such as email address, address, etc.Geolocation data such as latitude and longitude.Any other materials you willingly submit to us such as articles, images, feedback, etc.

    You can choose not to provide us with your Personal Information, but then you may not be able to take advantage of some of the features on the Website. Users who are uncertain about what information is mandatory are welcome to contact us.

    Use and processing of collected information

    In order to make the Website and Services available to you, or to meet a legal obligation, we need to collect and use certain Personal Information. If you do not provide the information that we request, we may not be able to provide you with the requested products or services. Some of the information we collect is directly from you via the Website and Services. However, we may also collect Personal Information about you from other sources. Any of the information we collect from you may be used for the following purposes:

    Create and manage user accountsSend administrative informationRespond to inquiries and offer supportImprove user experienceAdminister prize draws and competitionsEnforce terms and conditions and policiesProtect from abuse and malicious usersRespond to legal requests and prevent harmRun and operate the Website and Services

    Processing your Personal Information depends on how you interact with the Website and Services, where you are located in the world and if one of the following applies: (i) you have given your consent for one or more specific purposes; this, however, does not apply, whenever the processing of Personal Information is subject to European data protection law; (ii) provision of information is necessary for the performance of an agreement with you and/or for any pre-contractual obligations thereof; (iii) processing is necessary for compliance with a legal obligation to which you are subject; (iv) processing is related to a task that is carried out in the public interest or in the exercise of official authority vested in us; (v) processing is necessary for the purposes of the legitimate interests pursued by us or by a third party.

    Note that under some legislations we may be allowed to process information until you object to such processing (by opting out), without having to rely on consent or any other of the following legal bases below. In any case, we will be happy to clarify the specific legal basis that applies to the processing, and in particular whether the provision of Personal Information is a statutory or contractual requirement, or a requirement necessary to enter into a contract.

    Managing information

    You are able to delete certain Personal Information we have about you. The Personal Information you can delete may change as the Website and Services change. When you delete Personal Information, however, we may maintain a copy of the unrevised Personal Information in our records for the duration necessary to comply with our obligations to our affiliates and partners, and for the purposes described below. If you would like to delete your Personal Information or permanently delete your account, you can do so on the settings page of your account on the Website.

    Disclosure of information

    Depending on the requested Services or as necessary to complete any transaction or provide any service you have requested, we may share your information with your consent with our trusted third parties that work with us, any other affiliates and subsidiaries we rely upon to assist in the operation of the Website and Services available to you. We do not share Personal Information with unaffiliated third parties. These service providers are not authorized to use or disclose your information except as necessary to perform services on our behalf or comply with legal requirements. We may share your Personal Information for these purposes only with third parties whose privacy policies are consistent with ours or who agree to abide by our policies with respect to Personal Information. These third parties are given Personal Information they need only in order to perform their designated functions, and we do not authorize them to use or disclose Personal Information for their own marketing or other purposes.

    We will disclose any Personal Information we collect, use or receive if required or permitted by law, such as to comply with a subpoena, or similar legal process, and when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request.

    Retention of information

    We will retain and use your Personal Information for the period necessary to comply with our legal obligations, resolve disputes, and enforce our agreements unless a longer retention period is required or permitted by law. We may use any aggregated data derived from or incorporating your Personal Information after you update or delete it, but not in a manner that would identify you personally. Once the retention period expires, Personal Information shall be deleted. Therefore, the right to access, the right to erasure, the right to rectification and the right to data portability cannot be enforced after the expiration of the retention period.

    The rights of users

    You may exercise certain rights regarding your information processed by us. In particular, you have the right to do the following: (i) you have the right to withdraw consent where you have previously given your consent to the processing of your information; (ii) you have the right to object to the processing of your information if the processing is carried out on a legal basis other than consent; (iii) you have the right to learn if information is being processed by us, obtain disclosure regarding certain aspects of the processing and obtain a copy of the information undergoing processing; (iv) you have the right to verify the accuracy of your information and ask for it to be updated or corrected; (v) you have the right, under certain circumstances, to restrict the processing of your information, in which case, we will not process your information for any purpose other than storing it; (vi) you have the right, under certain circumstances, to obtain the erasure of your Personal Information from us; (vii) you have the right to receive your information in a structured, commonly used and machine readable format and, if technically feasible, to have it transmitted to another controller without any hindrance. This provision is applicable provided that your information is processed by automated means and that the processing is based on your consent, on a contract which you are part of or on pre-contractual obligations thereof.

    Privacy of children

    We do not knowingly collect any Personal Information from children under the age of 18. If you are under the age of 18, please do not submit any Personal Information through the Website and Services. We encourage parents and legal guardians to monitor their children's Internet usage and to help enforce this Policy by instructing their children never to provide Personal Information through the Website and Services without their permission. If you have reason to believe that a child under the age of 18 has provided Personal Information to us through the Website and Services, please contact us. You must also be old enough to consent to the processing of your Personal Information in your country (in some countries we may allow your parent or guardian to do so on your behalf).

    Cookies

    The Website and Services use "cookies" to help personalise your online experience. A cookie is a text file that is placed on your hard disk by a web page server. Cookies cannot be used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you.

    We may use cookies to collect, store, and track information for statistical purposes to operate the Website and Services. You have the ability to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the features of the Website and Services.

    Do Not Track signals

    Some browsers incorporate a Do Not Track feature that signals to websites you visit that you do not want to have your online activity tracked. Tracking is not the same as using or collecting information in connection with a website. For these purposes, tracking refers to collecting personally identifiable information from consumers who use or visit a website or online service as they move across different websites over time. How browsers communicate the Do Not Track signal is not yet uniform. As a result, the Website and Services are not yet set up to interpret or respond to Do Not Track signals communicated by your browser. Even so, as described in more detail throughout this Policy, we limit our use and collection of your personal information.

    Email marketing

    We offer electronic newsletters to which you may voluntarily subscribe at any time. We are committed to keeping your e-mail address confidential and will not disclose your email address to any third parties except as allowed in the information use and processing section. We will maintain the information sent via e-mail in accordance with applicable laws and regulations.

    In compliance with the CAN-SPAM Act, all e-mails sent from us will clearly state who the e-mail is from and provide clear information on how to contact the sender. You may choose to stop receiving our newsletter or marketing emails by following the unsubscribe instructions included in these emails or by contacting us. However, you will continue to receive essential transactional emails.

    Links to other resources

    The Website and Services contain links to other resources that are not owned or controlled by us. Please be aware that we are not responsible for the privacy practices of such other resources or third parties. We encourage you to be aware when you leave the Website and Services and to read the privacy statements of each and every resource that may collect Personal Information.

    Information security

    We secure information you provide on computer servers in a controlled, secure environment, protected from unauthorised access, use, or disclosure. We maintain reasonable administrative, technical, and physical safeguards in an effort to protect against unauthorised access, use, modification, and disclosure of Personal Information in its control and custody. However, no data transmission over the Internet or wireless network can be guaranteed. Therefore, while we strive to protect your Personal Information, you acknowledge that (i) there are security and privacy limitations of the Internet which are beyond our control; (ii) the security, integrity, and privacy of any and all information and data exchanged between you and the Website and Services cannot be guaranteed; and (iii) any such information and data may be viewed or tampered with in transit by a third party, despite best efforts.

    Data breach

    In the event we become aware that the security of the Website and Services has been compromised or users Personal Information has been disclosed to unrelated third parties as a result of external activity, including, but not limited to, security attacks or fraud, we reserve the right to take reasonably appropriate measures, including, but not limited to, investigation and reporting, as well as notification to and cooperation with law enforcement authorities. In the event of a data breach, we will make reasonable efforts to notify affected individuals if we believe that there is a reasonable risk of harm to the user as a result of the breach or if notice is otherwise required by law. When we do, we will post a notice on the Website, send you an email, get in touch with you over the phone.

    Changes and amendments

    We reserve the right to modify this Policy or its terms relating to the Website and Services from time to time in our discretion and will notify you of any material changes to the way in which we treat Personal Information. When we do, we will post a notification on the main page of the Website. We may also provide notice to you in other ways in our discretion, such as through contact information you have provided. Any updated version of this Policy will be effective immediately upon the posting of the revised Policy unless otherwise specified. Your continued use of the Website and Services after the effective date of the revised Policy (or such other act specified at that time) will constitute your consent to those changes. However, we will not, without your consent, use your Personal Information in a manner materially different than what was stated at the time your Personal Information was collected. 

    Acceptance of this policy

    You acknowledge that you have read this Policy and agree to all its terms and conditions. By accessing and using the Website and Services you agree to be bound by this Policy. If you do not agree to abide by the terms of this Policy, you are not authorised to access or use the Website and Services.

    Contacting us

    If you would like to contact us to understand more about this Policy or wish to contact us concerning any matter relating to individual rights and your Personal Information, you may send an email to info@queenandcollection.com.au

  • Shipping Info

    Your parcel will leave our Warehouse within 12 hours of you placing your order, excluding weekends or public holidays.Orders received before 11am AEST on a business day are shipped the same day, if you order is placed after this time it will be dispatched the next day.Please allow for an extra day during promotional sale period  

  • Products

    Why Not!

    For all product enquiries, please email us at

    info@queenandcollection.com.au and we can help you further.

    Please note, many of the items available at Queen and Collection are handmade and use natural materials, so slight imperfections and variations may occur with our products as featured in our product photos on the website.

    We embrace the uniqueness and feel it adds to the natural beauty of each item.

    We have endeavoured to capture the images as accurately as possible. If you have further questions, please email us!

  • Care Instructions

    Avoid contact with liquids and chemicals (i.e. perfume, sea water, sweat, moisturiser and chlorine).

    Consistent contact with these liquids will damage your piece of jewellery over time.

    Do not expose your jewellery to humidity (bathrooms and sunrooms) and ensure it is not stored in direct sunlight (please polish your jewellery more frequently if in humid environments).

    Displaying your jewellery in humid conditions or in cabinets under strong or direct lighting will accelerate tarnishing. Please take care to polish these regularly while on display.

    To ensure your earrings do not fall out, gently squeeze the earring hooks together once they are in the ear. 

    Polish your jewellery regularly with your polishing cloth/pouch, especially after wear in hot, humid or wet environments.

    Our cuffs and rings are made to be adjustable, but need to be treated with care.

    Even the highest quality materials can snap or break if they are handled aggressively. 

    Please ensure when bending or adjusting each piece that you do not use too much force.These pieces are made to last, but will not handle extreme bending, force or rough handling! 

    We will not be responsible for replacement of adjustable pieces broken due to mis-handling.

  • WHY OUR PRICES ARE SO LOW

    We don’t usually deal with “middlemen” because we started our relationships with our manufacturers before a lot of them even had middle men!