Frequently Asked Questions

Question 1

When will my order be processed?

Accepted Answer

We process all orders within 1–2 business days from the time of purchase (Monday–Friday, excluding public holidays in Victoria, Australia). You will receive a confirmation email once your order is being processed.

Question 2

How long does shipping take?

Accepted Answer

After processing, delivery within Australia typically takes 4–6 business days. The total estimated delivery time is 5–8 business days. Deliveries to regional, rural, or remote areas may take slightly longer.

Question 3

Is shipping free?

Accepted Answer

Yes! We offer free shipping on all orders within Australia.

Question 4

What is your order cut-off time?

Accepted Answer

Orders placed before 4:00 PM (AEST, UTC+10 / AEDT, UTC+11), Monday through Friday, are eligible for next-business-day processing. Orders placed after 4:00 PM or at weekends are processed the next available business day.

Question 5

Can I track my order?

Accepted Answer

Yes. Once your order has shipped, you will receive tracking information by email. You can also check the status at any time on our Order Tracking page at https://stellivare.com/apps/track123.

Question 6

Can I change my shipping address after placing an order?

Accepted Answer

If your order has not yet been dispatched, please contact us immediately via our Shopify Chat on our website or at support@stellivare.com. We will do our best to update the address, but changes cannot be guaranteed once processing has started.

Question 7

What if my parcel is undeliverable?

Accepted Answer

If a package is returned to us due to an incorrect address, refusal of delivery, or failure to collect, return and re-shipping costs may be deducted from your refund where applicable.

Question 8

What is your return policy?

Accepted Answer

You may request a return within 30 days of delivery. Items must be unworn, undamaged, and in original condition with all original packaging and tags included. This is in addition to your rights under Australian Consumer Law.

Question 9

Can I return earrings or pierced jewellery?

Accepted Answer

For health and hygiene reasons, earrings and pierced jewellery are non-returnable unless they arrive defective or damaged. This exclusion does not affect your rights under Australian Consumer Law.

Question 10

How do I start a return?

Accepted Answer

Contact us via our Shopify Chat or email support@stellivare.com with your order number and reason for return. Wait for our confirmation and return instructions, then pack the item securely in its original packaging and ship it to our returns address using a tracked service. Do not send items back without receiving written confirmation from us first.

Question 11

Where do I send my return?

Accepted Answer

Once your return is confirmed, send your item to: Stellivare, 211 La Trobe St, Melbourne VIC 3000, Victoria, Australia.

Question 12

Are return shipping costs covered?

Accepted Answer

If the item is damaged, defective, or incorrect, we will cover return shipping. In all other cases, return shipping is the customer's responsibility. Estimated Australian return costs range from approximately A$8.00 to A$20.00 depending on carrier and package weight.

Question 13

When will I receive my refund?

Accepted Answer

Once we receive and inspect your return, we will process your refund within 5 business days to your original payment method. Allow an additional 3–7 business days for your bank to process the transaction.

Question 14

Can I return final sale items?

Accepted Answer

Items marked as final sale and gift cards cannot be returned under our voluntary return policy. However, your rights under Australian Consumer Law always apply and cannot be excluded.

Question 15

What types of products do you sell?

Accepted Answer

Stellivare offers fine jewellery including bracelets, anklets, earrings, necklaces, rings, and jewellery sets.

Question 16

Do your products come with a guarantee?

Accepted Answer

We do not offer a separate commercial warranty. However, under the Australian Consumer Law, our jewellery comes with consumer guarantees that cannot be excluded — including guarantees of acceptable quality, fitness for purpose, and that goods match their description. If your item arrives defective or not as described, contact us within 7 days of delivery and we will make it right.

Question 17

Which payment methods do you accept?

Accepted Answer

We accept the following secure payment methods: Visa, Mastercard, American Express, and PayPal.

Question 18

Is my payment secure?

Accepted Answer

Yes. All payments are processed through secure, encrypted providers compliant with PCI-DSS. Our site is protected by a valid SSL/TLS certificate. We never store your full card or payment details.

Question 19

What currency are your prices in?

Accepted Answer

All prices are listed and charged in AUD (A$).

Question 20

What should I do if my item arrives damaged or defective?

Accepted Answer

Contact us within 7 days of delivery via our Shopify Chat or at support@stellivare.com with your order number, a description of the issue, and clear photos of the item and packaging. We will cover return shipping and offer a replacement or full refund.

Question 21

What if I received the wrong item?

Accepted Answer

Contact us via our Shopify Chat or at support@stellivare.com within 7 days of delivery with your order number and a photo of the item received. We will arrange the correct item or a full refund at no cost to you.

Question 22

How can I contact customer support?

Accepted Answer

You can reach us via our Shopify Chat (look for the chat icon on our website) or by email at support@stellivare.com. We aim to respond to all enquiries within 24–48 hours.

Question 23

What are your customer service hours?

Accepted Answer

Monday to Friday: 8:00 AM – 6:00 PM (AEST/AEDT). Saturday to Sunday: 8:00 AM – 4:00 PM (AEST/AEDT). Enquiries received outside these hours will be responded to on the next available business day.

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