Feedback

Shiels appreciates your feedback.  Let Shiels know how we can make your shopping experience more enjoyable.  Your suggestions and comments are important to us and are a big part of our growth as a company.  If you have a specifc question concerning your current purchase, please please contact our friendly staff via our contact us page.

Shipping - Free Delivery over $99

Shiels makes jewellery shopping a pleasure by shipping virtually to any address in the world. However there are some restrictions on some products, and some addresses in international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page and can vary from order to order.

Insurance

At Shiels our insurance specialists make the process of quoting any missing, stolen or damaged items as painless as possible. You will need to make a formal claim to your insurance company first, and when you come to us, we will request as much information regarding the item as possible before forwarding the quote to the Shiels Insurance Office where your quote will be sent to your insurance company for approval.

There are many real benefits when you choose Shiels for your Insurance replacement: Experience, Knowledge, Price, Convenience, Honesty and with 40 locations across South Australia, Western Australia and Queensland you are sure to find a Shiels near you.

For more information contact the Shiels Insurance Department on:

Phone: (08) 8110 4168

Email: insurance@twi.com.au

Shiels Online Returns Policy – 30 Day Money Back Guarantee

Our online customers are offered a 30 Day Money Back Guarantee service. Any piece of jewellery, or watch piece, that has not be worn, scratched or damaged within 30 days of delivery, is entitled to a full refund. The item to be returned or exchanged must be accompanied by the original proof of purchase, with all packaging and paperwork. Shiels Jewellers is not liable for return shipping costs unless the return is a result of our error.

Upon the arrival of the items, jewellers will inspect the items and items found to be worn, scratched, altered or damaged will not be refunded and will be returned back to the sender.

If a refund is required, the customer will receive it within four weeks of submitting the package to the return shipping company.

To return a purchase, print out our returns form, fill it in and ship it with the goods to initiate the return. Ensure the items are in the original packaging. We suggest using a registered eParcel through Australia Post.

Return to:
Attn: Web Sales
c-/Shiels Jewellers
PO BOX 10040
Gouger Street BC
ADELAIDE SA 5000

Please note: Receipts from our online orders cannot be processed as an exchange, refund or credit through a physical Shiels store and therefore must be returned via this online process. Store purchases must also be returned to the original place of purchase for any return requirements.

All returns are subject to inspection by our jewellers before a refund is processed. This is to ensure an item has been unworn, undamaged and unaltered. Once the return has been processed we will notify you via email of your refund. We will refund you in the same tender used to pay for the original order, excluding any delivery charges, within 25 business days of receiving your returned item. This time period includes the transit time for us to receive your item (5 to 10 business days), the time it takes us to process and assess once we receive it (3 to 5 business days), and the time it takes your bank to process the refund request (5 to 10 business days.

It is the customer’s responsibility and cost to return the item back to Shiels Jewellers. Shiels cannot be held accountable for any items lost in the mail, original shipping/handling costs or additional costs incurred. However, Shiels will pay for the postage for any faulty items being returned.

Items found to be worn, scratched, altered or damaged will not be refunded and will be returned to sender.

Refunds will be processed in the same tender used for the original purchase.

Shiels will provide a solution to any major or minor faults assessed. This solution is in the form of a repair, exchange or refund as per Australia Consumer Law.

Please note: Shiels will provide a solution to any major or minor faults assessed in the form of a repair, exchange or refund as per Australia Consumer Law . For additional information or help with your refund or exchange please contact our friendly team on (08) 8110 4196.

For help with your refund or exchange please contact our friendly staff via our contact us page.

Shiels In-store Refund Policy

We want our jewellery to delight our customers, and we stand by the quality of our products. If, for any reason, you are dissatisfied with your purchase and we conclude the goods as faulty, we will happily exchange or refund the item/s. However, the original proof of purchase must be supplied.

We do not offer refunds for change of mind.

Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Returning the items
Items should be returned in their original product packaging with the original product tags attached and with all paperwork (such as diamond certificates or watch instruction booklets). Include a copy of your invoice in the package. If returning items by post, any liability or extra costs will be incurred by the customer. We require all items shipped to us to include a tracking number.

Return to:
Shiels Jewellers
PO BOX 10040
Gouger Street BC
ADELAIDE SA 5000