The Shiels 365 Promise

“The Shiels 365 Promise is not just my promise; it is our in-store statement as a company to provide the best prices, value and products to all our customers. We are proud to be an Australian owned and operated family jeweller with stores across three states. Our Shiels 365 Promise is a new company direction and pledge from us, as a company, to our customers to deliver service, quality and jewellery unlike any other jeweller in Australia. The Shiels 365 Promise is not only a way in which we interact with our customers; it is an all-encompassing company direction with policies and procedures in which we must adhere on a daily basis, 365 days a year.” 

Toby Bensimon Signature

Toby Bensimon

Shiels Managing Director 

Shiels 365 Promise

SHIELS 365 BEST PRICE GUARANTEE:

“We guarantee our Best Prices will always be lower than our competitors 'special' or 'sale' prices everyday”

Buy with confidence from Shiels 365 days a year, knowing we guarantee our prices to always be competitive and or lower than our competitor’s price on the same item, every day. If you make a purchase from Shiels and then find the same item with the same specifications and design at a cheaper price at a competitor’s store within 30 days of the original purchase date; we will refund you the difference in price.

This price guarantee applies where the competitor’s final price (inclusive of delivery, taxes, fees and charges) is lower than our price. The Shiels ‘Best Price Guarantee’ applies to any cheaper price within the last 30 days for an item of the exact same specifications and design found in a physical store in an Australian city where a Shiels store is located (competitor items found online, overseas or in states in which a physical Shiels store is not located are excluded from this guarantee). Stock of the competitor’s product must be available and identical.

DEFINITIONS:

‘Our Best Prices’: This is defined as Shiels current regular everyday prices, prior to negotiations, promotional offers or discount vouchers including GST in $AUD.

‘Competitors’: These are defined as a retailer with a physical store in the same city or state in which a Shiels store is located. Stores located overseas or in an Australian City or State in which there is no physical Shiels store are excluded. Online pricing and online retailers are also excluded.

‘Competitors Special’ or ‘Competitors Sale’ Prices: These are defined as the advertised prices of another retailer that can be viewed on a catalogue, TV advertisement or press advertisement with full product specifications. Online pricing is excluded. The competitor’s final price must be inclusive of all delivery, taxes, fees and charges.  This price must be in $AUD. Prices must be current and quoted within the last 30 days. Stock must be available of the competitor’s product and identical.

EXCLUSIONS:

  • Items quoted must be from a physical competitor’s store. Stock must be available and identical.
  • A competitor’s online prices will not be matched.
  • Competitors must be located within the same state or city in which a Shiels physical store is already located.
  • Prices from overseas retailers will not be considered.
  • Competitor’s final pricing must be inclusive of delivery, taxes, fees and charges. Prices must be in $AUD
  • When matching a competitor’s price to a Shiels price of an item already previously purchased; the original purchase must have taken place within the prior 30 days and the original receipt must be presented.
  • Items that do not identically match Shiels product specifications and design will not be considered.
  • Items previously purchased from Shiels that are deemed faulty, worn, damaged or altered will not be considered for this guarantee.
  • Items that are tax free or purchased as an insurance replacement are invalid.
  • Special orders are excluded including but not limited to Peter W Beck orders and Signature Collection items.
  • Any part of a purchase paid with Promotional Vouchers (including VIP vouchers), Gift Vouchers and Credit Notes will only be refunded in the same original tender for the same value as the original purchase price.
  • Items given as Donation Prizes, purchased as Auction Items at Charity Events or given by Shiels as competition prizes are completely excluded from the Shiels 365 Promise.

 SHIELS 365 CHANGE OF MIND GUARANTEE:

“If for any reason you're not satisfied with your jewellery purchase, just return it to us within 30 days from the original purchase date for a full refund”

Buy with confidence from Shiels 365 days a year knowing that if for any reason you are not satisfied with your jewellery purchase, you can return it within 30 days for a full refund, subject to meeting the requirements of our refund policy.

Jewellery is eligible for the Shiels 365 Change of Mind Guarantee as long as the returned item is in new condition, unworn and is accompanied by the original proof of purchase in its original packaging. The item must not have been worn and must be in pristine condition with no damage, scratches, or signs of wear. Importantly the item must NOT have been a special order, personalised, insurance tax free, resized, engraved or altered in any way including the shortening of watch bands. Items altered on a Care Plan, by Shiels or externally are not refundable. Determination of an item matching the definition of “New Condition” is at the sole discretion of Shiels. 

Items to be refunded should be returned in their original packaging with the original product tags attached and with all paperwork (such as diamond certificates or watch instruction booklets).

All returns are subject to inspection by our Quality Assurance Team before a refund is processed.

Refunds will be reimbursed with the same payment method used for the initial purchase within 15 business days of placing your refund request, if all the conditions mentioned above have been met.

Refunds can only be given to the customer who originally purchased the item.

DEFINITIONS:

‘Full refund’: this is a change of mind policy and is not to be confused with a faulty item. Full refunds will only be granted if approved by the Shiels Quality Assurance Team. Refunds are only for items in new condition, unworn, unaltered and undamaged accompanied with the original proof of purchase, original packaging and documentation. Refunds will be reimbursed in the same way in which the item was purchased within 15 business days, pertaining to terms and conditions. Refunds can only be given to the same person who originally purchased the item.

EXCLUSIONS:

  • Please do not return any items that have been worn, scratched, altered or damaged in any way.
  • Items that have been changed in any form will not qualify for the 30 Day Change of Mind Policy. Examples include but are not limited to:
    • A ring that has been resized
    • Engraved items
    • A watch that has links taken out
    • A watch that has had its battery changed or contains moisture
    • Special orders or Signature Collection items made specifically for a customer’s specifications
  • Items that are tax free or purchased as an insurance replacement are invalid.
  • Any part of a purchase paid with Promotional Vouchers (including VIP vouchers), Gift Vouchers and Credit Notes will only be refunded in the same original tender for the same value as the original purchase price.
  • Items given as Donation Prizes, purchased as Auction Items at Charity Events or given by Shiels as competition prizes are completely excluded from the Shiels 365 Promise.

SHIELS 365 DIAMOND QUALITY GUARANTEE:

“Our diamonds will meet our advertised colour, clarity and carat specifications and will be appraised for the same or greater value or your money back”

Buy with the confidence from Shiels 365 days a year, knowing we offer the best quality diamonds for the best value prices. If your diamond product is valued within 30 days of the original purchase and does not meet our advertised colour, clarity and carat specifications and/or does not get appraised for the same or greater value (in accordance with an appraisal by The National Council of Jewellery Valuer), we will gladly provide you with a full refund or exchange for a new diamond product of equal value to your original purchase amount, which meets the required specifications.

Please Note: Our EGL, GIA, HRD & IGI diamond certificates are recognised around the globe for their integrity, defining industry standards in evaluation and appraisal.  Nevertheless even these institutions vary sometimes when grading available to date has not yet been proved to be an exact science. These diamond grading laboratories maintain a worldwide presence in the major diamond trading centres, co-operate with leading organisations including The World Federation of Diamond Bourses and run extensive educational programs as part of their dedication to standardise all gradings and raising the level of professionalism in the field.

We therefore refuse to be drawn into having to defend any certificates that we supply with any of our diamond jewellery should they be at odds with a local jeweller or any other grading laboratory.  We will however be happy to defend the fact that all our diamond jewellery represents excellent value for money.

DEFINITIONS:

‘Advertised’: this term refers to a price or description shown on a current promotional catalogue, ticket, sign or television commercial.

‘Colour’: each diamond is graded using a scale from D to X-Z created by one of the leading gemological industry organizations. The nearer a diamond is to being absolutely colourless, the more valuable it will be and the closer to being valued as a D coloured diamond. Very few diamonds are totally colourless. The majority of stones possess some form of colour. The graduations in colour are so subtle that the only way to pinpoint a diamond’s true colour is to place it next to another diamond that has been previously graded.

‘Clarity’: this term refers to the effect of imperfections and lucidity of a diamond. Diamonds are natural products thus inevitably there will be imperfections known as ‘inclusions’. The presence of inclusions, or a stone's clarity, is a large component of assessing the value of diamonds. While diamond jewellery buyers can see imperfections that appear as small cracks or miniscule flecks of black carbon with an eye loupe, these blemishes often cannot be seen with the naked eye. The type, number, size and position of the inclusions determine the clarity of a diamond and often the subtle location of an inclusion will not have an effect on the look of a diamond at all. A ‘flawless’ diamond is not necessarily a perfect diamond; it only means that there are no imperfections visible to a trained eye, using 10 x magnifications in good light.

‘Carat’: this term refers to the size of a diamond and the dramatic effect it can have on the value of the stone. Generally the larger the stone the greater value, however other important factors also affect value too. The weight of a diamond is measured in ‘carats’ (sometimes referred to as ‘ct’). One carat is divided into 100 points. A diamond is usually priced on a per carat basis, according to its size and quality.

CARAT WEIGHT

POINTS

1 carat

100

¾ carat

75

½ carat

50

¼ carat

25

Note: The weights of our diamonds are total diamond weights and are approximates only.

‘Appraise’: this word refers to the process in which we expect our diamonds to be assessed before a full refund or replacement is processed. Diamonds must be appraised by a professional gemologist who is someone that is a member / valuer from the National Council Jewellery Valuers. Diamonds must be accompanied by a valuation from the National Council Jewellery Valuers.

‘Same or Greater Value’: this term refers to a monetary value determined by a professional gemologist from the National Council Jewellery Valuers. This value must be current within 30 days of the original purchase and must be in $AUD.

EXCLUSIONS:

  • Items that are not appraised within 30 days of the original purchase will not be considered for a full refund or exchange
  • Items not appraised by a professional gemologist from the National Council Jewellery Valuers will not be considered for a full refund or exchange.
  • Items cannot be refunded or exchanged if damaged, worn, altered, resized or on special order. Item must be accompanied with original proof of purchase, all original packaging and accompanying documentation.
  • Items specifically made for a customer’s specifications including specific diamond stones or Peter W Beck orders are all excluded.  
  • Items that are tax free or purchased as an insurance replacement are invalid.
  • Any part of a purchase paid with Promotional Vouchers (including VIP vouchers), Gift Vouchers and Credit Notes will only be refunded in the same original tender for the same value as the original purchase price.
  • Items given as Donation Prizes, purchased as Auction Items at Charity Events or given by Shiels as competition prizes are completely excluded from the Shiels 365 Promise.

SHIELS 365 BEST QUALITY FOR PRICE GUARANTEE

“Every piece of jewellery we offer is the best possible quality for the very best price”

Buy with confidence knowing that when you buy your jewellery from Shiels you are getting the best possible quality for the very best price. Shiels unsurpassed buying power allows us to source jewellery from the most reputable suppliers in the industry at exceptionally low prices. Additionally, every piece of fine jewellery passes a rigorous inspection process before we offer it to you. 

If you find a better price from a competitor we will match the competitor’s lower price. Within 30 days after you have made your Shiels purchase – we will price match the competitor’s price.

If your diamond is valued within 30 days of the original purchase and does not meet our advertised colour, clarity and carat specifications and/or does not get appraised for the same or greater value (in accordance with an approved National Council of Jewellery Valuer) we will gladly provide you with a full refund or exchange for a new diamond product of equal value to your original purchase price which meets the required specifications.

DEFINITIONS:

‘Quality:’this term refers to the standard of manufacturing used to create our jewellery as well as the jewellery piece’s individual specifications including but not limited to: diamond carat, cut, colour, clarity and / or a gold item’s carat weight.  Items that are silver filled or copper filled are always described as such.

‘Offer:’ this term refers to the way in which we show pricing to a customer. We advertise our prices on store tickets, signage, catalogues and on television commercials.

‘Best Price:’ This is defined as Shiels current regular everyday price prior to negotiations or promotional offers or discount vouchers including GST in $AUD.

EXCLUSIONS:

  • Items quoted must be from a physical competitor’s store and stock must be available.
  • Items that are tax free or purchased as an insurance replacement are invalid.
  • A competitor’s online pricing will not be matched.
  • Competitors must be located within the same state or city in which a Shiels physical store is already located.
  • Prices from overseas retailers will not be considered.
  • When matching a competitor’s price to a Shiels price of an item already previously purchased; the original purchase must have taken place within the prior 30 days and the original receipt must be presented.
  • Items that do not identically match Shiels product specifications will not be considered.
  • Items previously purchased from Shiels that are deemed faulty or damaged will not be considered for this guarantee.
  • Items that are not appraised within 30 days of the original purchase will not be considered for a full refund or exchange.
  • Items not appraised by a professional gemologist from the National Council Jewellery Valuer will not be considered for a full refund or exchange.
  • Items cannot be refunded or exchanged if damaged, worn, altered, resized or on special order. Item must be accompanied with original proof of purchase, all original packaging and accompanying documentation.
  • Items specifically made for a customer’s specifications including specific diamond stones
  • Any part of a purchase paid with Promotional Vouchers (including VIP vouchers), Gift Vouchers and Credit Notes will only be refunded in the same original tender for the same value as the original purchase price.
  • Items given as Donation Prizes, purchased as Auction Items at Charity Events or given by Shiels as competition prizes are completely excluded from the Shiels 365 Promise.

 

The Shiels 365 Promise Vision Statement:

The Shiels 365 Promise is a company promise to only provide the best quality jewellery at the very best prices possible. We pledge as a company to achieve only the highest quality jewellery, pricing and service on a daily basis for our valued customers. The Shiels 365 Promise is a new direction for our company to ensure that we remain not only the largest Australian owned and operated national jewellery retailer but also the most trusted jeweller in Australia. 

“The Shiels 365 promise is our promise to our customers and it is unbreakable”