FAQ

The questions we hear most often. Everything below matches our Shipping Policy and Return & Refund Policy — if anything is unclear, email us and a real person will reply.

How long does shipping take?

Orders are processed within 1–2 business days, Monday to Friday excluding public holidays, then spend 4–7 business days in transit — so most arrive 5–9 business days after ordering. Busy periods can add a day or two to processing.

Is shipping free?

Yes. Standard shipping is free on every order within Australia, with no minimum spend. We only ship within Australia.

Where do orders ship from?

Our fulfilment team packs each order and a courier delivers it. There is no showroom, and collection or click-and-collect isn't available.

How do I contact you?

Email support@harperjewels.com. We are here Monday to Sunday | 9:00 AM – 5:00 PM AEST (Sydney) and reply within 12 hours.

Can I return my order?

Yes — you have 30 days from delivery to request a return under our Return & Refund Policy. Items must be unworn and in their original condition, and personalised pieces can only be returned if they are faulty or incorrect. Please email us first; returns sent without contacting us can't be processed.

Who pays for return shipping?

If we got something wrong — wrong item, damage in transit or a fault on arrival — we cover the return. If you have changed your mind, return shipping is on you.

How long do refunds take?

Once your return arrives and passes inspection, the refund goes back to your original payment method within 7 business days. Your bank may need a few extra days to show it.

My item is damaged or wrong — what now?

Email support@harperjewels.com with your order number and clear photos of the problem. We will look at it and tell you the next steps, usually a free replacement. Nothing here limits your rights under the Australian Consumer Law.

Can I cancel my order?

Contact us as soon as you can. Orders can be cancelled until they ship; after that, the return process applies instead.

How do I choose the right size?

Every product page lists the sizes for that piece. Rings show the Australian letter size and the inside measurement in millimetres next to each option, and there is a size guide beside the size selector. Necklaces and bracelets list their chain length. If you fall between two ring sizes, go up one.

Will my jewellery tarnish?

Our pieces are 18K gold plated over stainless steel with a protective coating, so they are made to be worn in the shower, at the gym and in the sea without fading. They are also covered by our 2-year warranty.

Which payment methods do you accept?

Visa, Mastercard, American Express, Discover and Diners Club, plus PayPal, Shop Pay, Google Pay and Apple Pay on compatible devices. All payments are in Australian dollars (AUD). Full details are on our Payment Policy page.

How do I track my order?

A tracking link is emailed as soon as your order ships. You can also visit our Track Your Order page.