We acknowledge the Gubbi Gubbi people as Traditional Custodians of this Land. We recognise their continuing connection to the land, waterways and community. We pay our respects to their Elders past and present.
SHIPPING & RETURNS
DELIVERY WITHIN AUSTRALIA
Tracked Delivery (under 3kgs) - you will be advised by email after you have placed your order.
Postage is generally calculated at time of check out.
Orders over $250 get FREE POSTAGE AUSTRALIA WIDE
SHIPPING
Online orders are processed Monday through Friday AEST, excluding weekends and public holidays. Production times are specified at time of purchase and starts the first business day after the purchase. All orders come packaged to ensure your taonga is safe on its journey.
An automated email notification will be sent to you; providing a tracking number so you can monitor your consignment's journey.
Due to the high value of our pieces, and to ensure a safe journey of your taonga - our parcels are sent express post with tracking number. If no one is available to sign for the parcel, it will be held at the nearest post office or holding facility to be collected with photo ID.
Please ensure the details provided at checkout are accurate, as POUNAMU QUEENSLAND cannot be held liable for incorrect deliveries due to input errors. Our shipping providers are trusted services, and as such POUNAMU QUEENSLAND will not refund or replace orders that have been scanned as delivered.
FOR ADDRESSES WITHIN AUSTRALIA
Australia Post Express Service delivers within 1-3 business days depending on location.
The cost for postage, payable at checkout, is in accordance with Australia Post fees at the time of purchase. Orders over $250 AUD will receive complimentary express shipping within Australia*.
DELIVERY TO NEW ZEALAND
Shipping by Aus Post International Courier, tracked, with signature required before delivery. All items are fully insured.
We will endeavor to always keep postage costs to a minimum for all of our customers.
DELIVERY TO OTHER INTERNATIONAL DESTINATIONS
Please contact us by email with your planned order details, we will provide you with a shipping quote by return email. Please note that we do not ship to some countries so please contact us first before placing an order.
Shipping Times
Please understand that a delay may also occur if your credit card was declined or for address verification if your billing address was entered incorrectly.
PLEASE NOTE: We do not accept responsibility for any damage incurred to your products during transportation and postage.
You may be subject to import duties and taxes levied by your country or other overseas authority once a shipment reaches your country. We are not responsible for these costs and they are not included in the shipping cost.
You may also be required to pay additional charges for customs clearance. You should contact your local customs office for further information on applicable duties, taxes, restrictions and fees.
We do not hold any responsibility for any item/items damaged or broken after you have received your order.
RETURN & EXCHANGE POLICY
Unfortunately, we DO NOT replace any Pounamu carvings that have broken due to bangs, knocks or drops which are typical of many breakages or fractures to carvings. The stone may be as strong as steel, but it is a stone and is fragile, and that makes it vulnerable to breaks and chips.
Our carver has years of experience and can tell by assessing the pounamu how it may have broken. We do not make Pounamu Carvings from fractured stone.
We are not required to provide a refund or replacement if you change your mind. So please choose carefully if you are purchasing products as as a gift or for yourself. Due to the nature of our products, in particular POUNAMU CARVINGS, any damage incurred by you after purchase is not our responsibility. We do not offer refunds or exchanges on our jewellery items due to hygiene reasons. We do not offer refunds or exchanges if you damage your taonga. We do offer repairs of pounamu, at a cost incurred by the customer. Our taonga are made from precious stone, and are treated with the utmost respect. Once a taonga has left our store, it is considered used, even if no one has touched it or worn the item. We can not and will not take back a taonga because you or the person gifted the taonga didn't like it. So please, choose carefully. We take our art and craft very seriously, and take time to respect the stone and bless the stone to create a taonga. It is a treasure, and a gift - and should be treated as such.
But you can choose a refund or exchange if an item has a MAJOR problem.
This is when the item: • has a problem that would have stopped someone from buying the item if they had known about it • is unsafe • is significantly different from the sample or description • doesn’t do what we said it would, or what you asked for and can’t be easily fixed. In order for this to occur, you must advise us within 24 hours of purchase. The item must be returned to us in its original packaging, and if posting the item, it must be wrapped, packed and sent the same as it was received. We also require a tracking number and signature on delivery if returning an item. Due to the nature of our items, in order for a refund or replacement to be issued, this is done at our discretion and we are under no obligation to issue or replace an item.