We’re currently experiencing high volumes of contacts. We’re responding to all enquiries as quickly as possible – but please note replies may take longer than usual at this time.
We thank you for your patience.
Over the past few weeks we’ve experienced high demand for our products. Unfortunately, this is causing us slight delays in processing online orders. All our orders are shipped via Australia Post Express Post, however unfortunately Australia Post is experiencing high demand and some delays due to reduced air freight capacity.
At Shiels we are committed to creating jewellery for every you.
We currently have stores located across South Australia, Western Australia, Queensland and New South Wales, with dedicated staff who are happy to help you find exquisite jewellery to suit any style.
We are always happy to help you with any questions you might have and will endeavour to solve any problems. We are constantly striving to improve in all areas and welcome any comments you might have about our products and customer service experience.
I didn't get my order number
All confirmed orders are sent an automated confirmation email stating that we have received the order. If you have not received a confirmation email please look in the junk folder as well. If you have still not received this confirmation email please select “Order Enquires” in the below inquiry form and we will let you know if there is an issue with the order and re send the email
When will my order ship
If the payment has come through the order will be sent for processing. If there is an issue with the payment we will get in touch with you. The first thing to look would be to check the dispatch time lines given at the time of placing the order. If one or more of the stock is required it will take approximately 4-8 business days to process and ship out
I didn't recieve my tracking number
The tracking number will be sent by an automated email once the order is shipped out and not before.
When will I receive my order
Unless otherwise specified all orders are shipped by Australia Post Express e-parcel service. If you are in the Australia Post Express E-parcel network you should receive it in 1-2 days’ time. If you are outside this network it will take an extra few more days. You can check from an approximate delivery time with this link https://auspost.com.au/parcels-mail/calculate-postage-delivery-times
I know my parcel has been shipped, however I have not received it
This is in relation to the FAQ tagged “When will I receive my order”. Other than the time specified if the order has still arrived please contact Australia Post Customer Service and lodge a complaint and obtain a reference number. Please send us this reference number by selecting the “Delivery Enquiry” option in the inquiry form with your order number so that we too can follow it with Australia Post to fast track the investigation process
To speak to a member of our customer service team, please call 1800-SHIELS (1800-744-357). Our office is open 9am – 4:30pm (Adelaide, SA time) Monday – Friday, except for public holidays.