Shipping policy
Every Valenzo piece is made with care, and we take the same care getting it to you. Here's how shipping works.
Free shipping within Australia
Shipping within Australia is complimentary on every order. Each parcel is:
- Tracked, so you can follow its journey (we'll email your tracking details once it's on its way)
- Signature on delivery, so your piece is only handed to a person, never left unattended
- Discreetly packaged, with nothing on the outside to suggest jewellery inside
When your piece will arrive
- Ready-made pieces: dispatched straight away, usually within 1 business day of your order. Estimated delivery within Australia is about 2–3 business days after dispatch.
- Custom and bespoke pieces: dispatched once your piece is finished, about 2–3 weeks after design sign-off (depending on the piece). Estimated delivery within Australia is about 2–3 business days after dispatch.
Delivery times are estimates. Regional and remote areas can take a little longer, and public holidays or carrier delays can affect timing. If you have a proposal, wedding or special date in mind, please let us know early so we can plan around it.
Free pick-up from our Gold Coast studio
You're welcome to collect your piece in person, free of charge, from our Gold Coast studio. Pick-up is by appointment. We'll confirm the studio location when you book. Collecting in person is a lovely chance to have the fit checked and ask any questions about caring for your piece.
Delivery addresses
Because every parcel needs a signature, we can't deliver to parcel lockers or PO Boxes. A work address is a good option if no one will be home during the day.
If no one is available to sign, the carrier will usually leave a card and hold the parcel at a nearby collection point. Please collect it promptly, and bring photo ID.
Please double-check your address when you order. If you notice a mistake, contact us as soon as possible. Once a parcel has been dispatched we may not be able to redirect it.
International shipping
We're happy to send Valenzo pieces overseas. International orders are shipped with FedEx, tracked, and they require a signature on delivery.
- Shipping cost: quoted personally for each order. Get in touch before you order and we'll confirm the cost of FedEx delivery to your door, so you know exactly what to expect.
- Delivery time: usually 3–7 business days after dispatch, depending on the destination and customs clearance.
- Duties and taxes: Import duties, taxes (such as VAT or GST) and customs fees are set by the destination country. They are not included in your order total or shipping quote, and they're payable by you. FedEx may contact you for payment before delivery. We recommend checking your country's import rules before ordering.
- If a parcel is refused or returned because duties weren't paid, the return shipping and any charges we're billed may be deducted from any amount we return to you.
If something goes wrong in transit
If your parcel looks damaged or tampered with, please don't sign for it, or note the damage when you sign, and contact us straight away with photos.
Questions?
We're always happy to help. Contact us any time, or Book a consultation to talk through your piece in person.
Nothing in this policy limits your rights under the Australian Consumer Law. See our Returns & Refunds Policy for details.