Frequently Asked Questions
When will I receive my order?
Orders will be processed within 1-3 business days of receiving payment. Items leave from our Sydney store via Courier or Registered Australia Parcel Post, whichever will get to your destination sooner.
As a general guide, delivery within Australia will be 2-5 business days. Internationally, delivery will be 2-3 weeks.
- NSW/ACT/VIC/QLD Metro: 2-3 business days
- NT/WA Metro: 3-6 business days
- Regional Australia: 5-12 business days
- New Zealand: 4-6 business days
- North America, Western Europe, Asia and the Pacific: 6-13 business days
- Rest of the World: 10-15 business days
Please allow extra time during rush and holiday periods such as Christmas.
Can I collect from the store?
Yes, we now offer Click + Collect for local orders, to save you shipping costs and minimise packaging waste. Simply select the 'In-store pickup' option at checkout, and we'll notify you by email once your order is ready. Most items will be available 1-3 business days after ordering.
Our shop is located 10 minutes walk from Sydney's CBD at 11 Foley Street, Darlinghurst. See our map and opening hours on the Fine Fellow website.
What if I need something urgently (but can't collect in-store)?
Simply email Clara (clara[a]finefellow.co) and we will do our utmost to deliver your piece as quickly as possible.
Within Australia, you can upgrade to Australia Post Express Service by selecting this option under the 'SHIPPING' dropdown menu at checkout. For a small additional cost, this provides Next Business Day Delivery to most capital cities and metro areas of Australia. Areas outside the national network will receive delivery within 2-3 business days. Before ordering, please check your area is covered by the Express Post National Network.
Please bear in mind this is an additional shipping upgrade only. After receiving your order, we'll still need time to process your items and ensure we have everything is packaged safely and ready to go.
Can I track my order?
Yes, once your order is processed, you will receive an email from us with a tracking number and estimated date of delivery.
Will I have to sign for my order?
Yes, for your security and peace of mind, we include Signature on Delivery as a default, so someone will need to sign for your parcel. If you aren't available, a card will be left with directions on how to collect it.
You can opt out of this service and nominate a secure place to leave your parcel instead by leaving us a comment when you checkout. We don't recommend this, however, as we won't be able to help you with undelivered parcels or replace lost items if you choose this.
How much do you charge for shipping?
Our pieces are sent beautifully wrapped with Fine Fellow packaging. Shipping costs depend on the weight of your item/s and will be calculated at your checkout.
Orders over $100AUD receive free shipping. Enter the code 'FREESHIP' in the promo code box at checkout.
For orders under $100 AUD, we offer various shipping options. As a guide, here are our options and starting prices:
- Regular within Australia (Courier or Registered Australia Parcel Post) = from $9.95
- Express within Australia = from $14.90
- Regular to New Zealand = from $19.90
- Regular to the Rest of the World = from $24.50
Overseas buyers are responsible for any customs and import taxes that may apply.
What happens if my order doesn't turn up?
If your parcel hasn't arrived within the expected time frame, check the tracking information in your email, then contact us and we'll do our best to rectify the situation. Note that items can't be processed as 'lost' until 30 days after the date of shipping, and as such we can't issue replacement items until then. We won't be able to help you either if you chose to opt out of the'Signature on Delivery' service.
*Unfortunately we cannot accept responsibility if the parcel is signed for by someone else and you have not received it. We send our parcels via courier or registered post, which is the most secure delivery method Australia Post offers. Additionally, we cannot accept responsibility for any customs issues, costs or refusals. Check your country's custom laws first before placing your order if you are concerned.
What happens if my order turns up damaged?
If your parcel turns up damaged, please take a photo of it immediately, especially if the outside parcel wrapping/envelope shows signs of damage! Then notify us and we'll do our best to rectify the situation. If the parcel has been opened by customs we cannot accept responsibility. Again, please check your country's custom laws before placing your order if you are concerned.
Do you accept returns?
Our top priority is your happiness, so we will gladly accept a return, provided it is:
1. In its original condition, unworn and/or undamaged,
2. In its original packaging and this is in its original condition and
3. Returned wtihin 21 days of receipt
If you decide to return something, we ask that you contact us within 7 days of receipt so we can process it promptly.
Items excluded from our returns policy
Occasionally, sale items cannot be returned for a refund or exchange unless faulty. This will be clearly noted as 'No Returns or Final Sale' on the product page.
Items sealed for hygiene reasons, including earrings and underwear, can only be returned if the seal is intact (unless deemed faulty).
Grooming products cannot be returned if they are opened or used (unless deemed faulty).
Please note, if you have a custom-made or bespoke piece of jewellery, this means it's been created from scratch, just for you. As a result, we cannot refund your purchase if you order the wrong size or change your mind. This is in accordance with Australian Consumer Law. Therefore, we ask you to carefully check your size and any details before ordering. If you have any queries, contact us first.
How do I return something?
If you decide to return an item, simply email us at hello[a]finefellow.co within 7 days of receipt and we will provide the address to post it back to. Unfortunately we cannot accept responsibility for repaying postage and handling charges.
Will I get my money back?
Yes, we will give you a 100% money-back refund after we receive your returned item and checked it meets the criteria above. Some refunds may take a few days for your bank to process.
Please note - although we cannot accept returns for custom made items we want you to be happy with your purchase, so please contact us and we'll work with you to resolve the issue as best we can.
What currency are your prices in?
All prices are in Australian Dollars. As we are based in Australia and you are buying from an Australian company, we charge you for your order in Australian dollars.
What types of payment do you accept?
We use PayPal and Stripe to ensure secure and easy online transactions. Don't worry if you don't have an account, you can still use your debit or credit card.
We can also take direct deposit payments from Australian customers. Email firstname.lastname@example.org with your order request, and we will send you an invoice with our account details. Please note we are not able to start making or shipping your order until we receive payment. If we don't hear from you or receive payment after 5 days, we may cancel the order.
ABOUT THE PRODUCTS
Where are your products from?
We source our products exclusively from Australian makers, designers and brands. When selecting our products, we value local craftsmanship and quality, the entrepreneurial spirit and support ethical and sustainable making and buying practices.
How do I find out my ring size?
Most jewellery shops will size your finger free of charge, and we recommend going to at least 2-3 jewellers to get an average. If you can, discuss with them how the weather/time of day will affect your measurement, and take note of the width of sample ring they use as wider bands tend to feel tighter. Please check your finger size carefully before ordering and see below for information about return/exchange of custom-made items.
What if I want to give a ring as a gift, but don't know their finger size?
We understand sometimes it can be difficult to get it right, even with that special someone. That's why we offer our in-house Burton Metal Depository Exchange Service (BMDX) on all our collection rings. Basically, this means you can confidently purchase any ring from our online shop, knowing that if it's not the right size, you can exchange it down the track for one that's made exactly to size, for no extra cost.
How does BMDX work?
- Purchase a ring from our online collection and select our 'standard' size from the product page.
- Surprise your loved one with their gift!
- If it's not the right size, get in touch within the next 2 weeks and return the ring to us.
- Tell us the correct size, and we'll have your custom-made ring ready within 2-3 weeks.
- After receiving their gift, the recipient can also decide if the style and material is right for them, and make adjustments if they like. We can even discuss nitty gritty details like curved edges and gems with them at this stage (additional costs may apply).
Taking advantage of our BMDX service is a good way to avoid the expense and time of re-sizing or re-making a custom ring.
Still have a question that's not been answered?
Give us a call, email, text, Facebook, Instagram message, or just play it old-school and write to us, and we promise to get back to you within 48 hours with a personal reply.