At Shiels, we are committed to providing timeless jewellery for everyone. 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 and are happy to assist with any problems. We are constantly striving to improve in all areas and welcome any feedback you might have about our products and customer service experience.
To speak to a customer service team member, please choose an option at the bottom of the page and submit a contact form.
Our office is open 9am – 4:30pm (Adelaide, SA time) Monday – Friday, except for public holidays.
FREQUENTLY ASKED QUESTIONS
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 check your junk folder. If you have still not received this confirmation email please select “Online Enquiry” in the enquiry form below 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 a product in your order has a green truck for fast dispatch, it will be shipped in 1-5 business days. All other products will be dispatched in 4-8 business days. To calculate delivery timeframes, check Australia Post’s website.
When we have dispatched your order, you will also receive an email containing your unique tracking reference number. To track your order, please visit Australia Post’s Website here. If you have not received an email from us containing your consignment number, after the estimated delivery dates, please us the contact enquiry buttons below.
I didn't receive my tracking number
A tracking number will be sent by automated email once the order is dispatched. To track your order, please visit Australia Post’s Website here. If you have not received an email from us containing your consignment number, after the estimated delivery dates, please use the contact enquiry buttons below.
When will I receive my order?
We aim to ensure that you receive your order as quickly as possible. Once your order is successfully submitted, our warehouse will process your order within the dispatch time provided. Your item is then picked, packed, and dispatched. Once the order is shipped, you will receive an email notification containing your tracking information, along with an estimated delivery date from our partner courier, Australia Post.
To calculate delivery timeframes, please check Australia Post’s website.
I know my parcel has been shipped, however I have not received it
If you are unsure where your item is in the delivery process, there are a few actions we recommend taking:
1) Use your Consignment Reference Number to track your parcel online with Australia Post.
2) Check your confirmation email to ensure your address was entered correctly.
3) Check in your mailbox or under your door for an ‘Item Awaiting Collection’ card from Australia Post.
4) Speak to other members of your household to see if they have signed for the item.
5) Check delivery timeframes with Australia post.
If your item is showing on Australia Post’s tracking tool and you are still not able to locate your item, please submit a missing item enquiry with Australia Post so they can investigate this further for you.
If Australia Post is not successful in locating your parcel to complete delivery or is unable to return back to the sender, no compensation is payable, by Shiels Jewellers, for loss or damage.
If your item does not appear on Australia Post’s tracking tool, please contact us so that we can investigate this further for you.