FAQS

Ordering
Payment
Shipping & Delivery
Returns

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Ordering

Can I change or cancel my order?

Your order cannot be changed if it has been shipped or engraved. Call us on +61 2 7908 4208 for assistance.

Do you only stock online?

As well as our online store, we also sell our pieces through selected retailers. To find your nearest stockist, please click on the below link: https://au.kirstinash.com/pages/store-locator

As we are not able to access our stockists individual inventory systems and are unable to confirm whether a stockist has a particular piece available. In this case you would need to call the stockist directly.

What if an item is sold out online?

Most items will be restocked unless it's discontinued or a limited run.
You can sign up to be notified when the product becomes available. Alternatively, feel free to call us directly to enquire as to when the item will be restocked, on +61 2 7908 4208.

Payment

What methods of payment are accepted?

For a seamless checkout using your saved payment and shipping details we allow Shop Pay, Apple Pay and Google Pay.

CREDIT CARDS
We accept Visa and MasterCard payments.

PAYPAL
Available for express checkout, and for payment with credit cards that are not listed above.

AFTERPAY
Afterpay offers customers the ability to buy now and pay later, interest free. When you choose Afterpay as a payment option, your payment will be broken into 4 x fortnightly payments.

GIFT VOUCHERS AND CREDITS
You can pay for your order using a gift voucher or store credit. Each are valid for 3 years from issue date. Any remaining balance on your order can be paid by any of the above payment methods.

Is my payment secure?

Information sent or received through our site is private and secure.

Fraudulent orders that are flagged will require us to make contact directly. The order may be cancelled and refunded.

Shipping & Delivery

How long does delivery take?

Once your order has been dispatched from our studio, delivery times are as below:

Australia 1-3 business days
New Zealand 1-3 business days
United Kingdom 1-3 business days
Europe 2-5 business days
United States 1-3 business days
Other International 7-20 business days

Due to COVID-19 there may be come delivery delays. Please refer to Australia Post for updates: https://auspost.com.au/about-us/news-media/important-updates/coronavirus

Do you offer free shipping?

Yes, free express shipping is offered with all orders over $150.

Can I track my delivery?

Yes, you will receive an email providing a tracking number and link once your order has been dispatched through. You can follow its journey right to your door.

Do you ship worldwide?

Yes. We can ship to most locations around the world. Make sure you're on the correct website for your country for local shipping options.

Can I pick up my order?

Unfortunately due to security reasons, we are unable to allow public access to our studio.

Can my parcel be redirected?

We're unable to redirect orders once they've been dispatched, so please supply an address where you will be able to sign for the package.

If you request that your parcel is left in a safe spot without a signature, please make a note of this in your delivery details when placing your order.

***Please note: we do not take responsibility for orders left without signature.

Will I have to pay for customs and duties?

We cover customs and duties charges for NZ, US, UK & EU orders if purchased through the correct website.

https://nz.kirstinash.com/
https://us.kirstinash.com/
https://uk.kirstinash.com/
https://eu.kirstinash.com/

If orders aren't placed on the correct site, customs and duties charges will not be covered. Any customers shipping to countries outside this list will be liable for any customs and duties charges.

Returns

Can I return my order?

At Kirstin Ash we want to ensure you love your newly purchased jewels. In the case you aren't happy with your pieces, you may return an order within 30 days from the purchase date.

Please note: Due to hygienic reasons, earrings cannot be returned.

We offer a refund or credit voucher on full priced items that are unworn and in original condition.

Returns aren't allowed for 'change of mind' on purchases of sale items, unless you require an alternative ring size, in which case a credit voucher will be issued. Returns are allowed for full priced items purchased during a storewide discount.

Purchases for engraved items are final, returns cannot be accepted once the jewellery has been customised.

If your jewellery matches the above conditions, have your order number ready and lodge via our returns page.

https://au.kirstinash.com/pages/returns

Please note: we do not cover the return postage cost, customs charges, govt taxes and duties for international orders.

If you wish to return for a credit note, it will be valid for 3 years.

Please email us at hello@kirstinash.com or call +61 2 7908 4115 with any questions.

Can I return items purchased from a stockist?

Returns will only be considered if your jewellery is purchased directly from our online store. We do not offer returns for items purchased from our stockists.

We recommend contacting the stockist in the first instance for a resolution. If they are unable to assist, please contact our customer service team via hello@kirstinash.com so we can assess the situation.

Can’t find what you’re looking for?

Contact Us