Shipping policy

1. General Conditions

AG & CO Jewellery is committed to delivering products in perfect condition to the address provided by the customer at checkout. AG & CO Jewellery is not liable for any damage, loss, or theft once the package has been handed over to the courier service. Customers must file claims directly with the courier for any transit-related issues. To ensure a smooth delivery process, please provide an address where someone will be available to receive the order during normal business hours.

2. Shipping Destinations & Restrictions

We ship worldwide!

We do not ship to:

  • Military bases
  • Hotels
  • Pick-up points
  • PO boxes

For further details, please refer to our FAQs section or contact our Customer Service Center.

3. Order Processing & Handling Time

  • In-Stock Orders: Processed within 1–3 business days (Monday–Friday).
  • Loose Diamonds: Processed within 5–10 business days.
  • Custom Orders: Processing time is 3–6 weeks.

Urgent Orders

If you require expedited processing for a specific date, please contact us as soon as possible. We will assess feasibility and submit an urgent order request to accommodate your needs.

4. Shipping Costs

  • Free Shipping Worldwide for all orders over $200.

5. Delivery Methods

We ship all orders via:

  • DHL Express or Australia Post Express Courier

Showroom Pick-Up

  • Showroom pick-up may be available at select locations at no additional charge and is strictly by appointment only.
  • Customers will be notified via email or phone once their order is ready for collection.
  • For security verification, customers may be required to collect their order in person and present valid identification.
  • Same-day pick-up may not be available at all locations, and certain products may be excluded from showroom collection.

6. Order Confirmation & Acceptance

  • Once your order has been shipped, you will receive a Confirmation of Order & Shipment via email.
  • This confirmation serves as acceptance of your order, creating a binding sales contract between you and AG & CO Jewellery.
  • For custom or personalized products, an Acknowledgment of Order will indicate order acceptance.
  • AG & CO reserves the right to refuse any order at its sole discretion and is not obligated to disclose the reason for refusal. This may include, but is not limited to:
    • Stock unavailability.
    • Payment authorization failure.
    • Failure to meet eligibility criteria.

If an order cannot be fulfilled, we will notify you promptly and issue a full refund.

7. Estimated Delivery & Delays

  • Standard Delivery Timeframe:
    • AG & CO will make every reasonable effort to ensure delivery within the estimated time frame.
    • Custom or personalized orders may require additional processing time.
    • If a delivery exceeds 30 days, customers have the right to cancel and request a full refund, except for custom or made-to-order items. Custom and made-to-order items may not be eligible for cancellation or refund in the event of production delays. AG & CO will notify customers of any significant delays and provide estimated completion dates.
  • Unforeseen Delays:
    • If external factors (e.g., adverse weather, customs processing, strikes) cause a delay, AG & CO will inform customers as soon as possible.
    • AG & CO is not responsible for delays caused by external circumstances.

8. Shipment Tracking

Customers will receive an email notification with a tracking number once their order has been dispatched.

9. Signature & Delivery Responsibility

  • A handwritten or electronic signature may be required at the time of delivery.
  • If an order is designated as a gift, the recipient’s signature will serve as proof of delivery.
  • ID Verification: AG & CO reserves the right to request ID verification for high-value orders before release.

10. Missed Deliveries & Order Collection

  • If no one is available at the delivery address, the package may be redirected to a pick-up location.
  • Customers are responsible for arranging collection within the required time frame.

11. Incorrect Shipping Address

  • AG & CO is not liable for lost or undelivered orders due to incorrect shipping addresses provided by the customer. If an order is returned due to an incorrect address provided by the customer, AG & CO reserves the right to charge the customer for re-shipping costs before dispatching the order again.
  • Please ensure that all shipping details are accurate before finalizing your purchase.

12. Secure Delivery Address

  • To reduce the risk of loss or theft, we recommend providing a secure delivery address, such as a residential or workplace address.
  • AG & CO is not responsible for parcels lost or stolen after being marked as delivered by the courier. Once an order is marked as “Delivered” by the courier, AG & CO is no longer liable for loss, theft, or damage. Customers are responsible for ensuring a secure delivery location. Any disputes regarding delivery must be addressed directly with the courier.

13. Completion of Delivery

A delivery is deemed completed once the courier service confirms receipt by the recipient. At this point:

  • Risk and responsibility for the order transfer to the customer.
  • If the item was purchased as a gift, responsibility transfers to the recipient upon delivery.

14. Contact Information

For any questions regarding this Shipping Policy, please contact us:

Email: contact@agcojewellery.com
Live Chat: Available on our website
Customer Support: 24/7