Customer satisfaction is our main priority. Xennox Diamond World is committed to producing goods of superior craftsmanship and quality. We believe that our customers transactions with us must result in an enjoyable, and rewarding shopping experience. We guarantee that all our products will be delivered to you in new condition without damage or fault in craftsmanship.
Should a product be damaged or faulty in its craftsmanship at the time of delivery to you (the customer), you may return the product to us (within 30 days of the delivery date) for a refund of the product price or to have the product replaced or repaired.
The guarantee will not apply if the product is damaged after the date of delivery.
Orders that the guarantee applies to:
This guarantee is an internet guarantee and therefore applies exclusively to orders received through the Xennox Diamond World web site and telephone orders and does not apply to customers who purchase and/or pick-up the items from the Brisbane store.
When the guarantee will not apply:
Xennox Diamond World reserve the right to refuse to refund the price of the product if the returned product is not;
1. In its original new and unused condition (i.e. scratched or marked);
2. If the product once inspected by our jewellers is found not to be faulty or damaged;
3. If it is not returned within 30 days of receipt by the customer;
4. If we have specially made the product at the customers request (custom made item);
5. If the product has been engraved at your (customer's) request.
6. If you have changed your mind and you no longer wish to keep the product, or if your circumstances have changed and you no longer require the product or if you have found and/or purchased a product elsewhere.
7. This guarantee does not apply to the texture applied to a product (eg. a satin finish texture).
Please note that the satisfaction guarantee will be voided if you request your product to be engraved with a personalised message.
Xennox Diamond World can not provide the guarantee if the product is a gift and the recipient does not like the gift or they do not like its overall appearance. In some circumstances it may be possible for Xennox Diamond World to help customers choose a more suitable product, except for items (rings/jewellery) that were custom made. Please note that you must contact us within 30 days of the delivery date to discuss a possible exchange which will be up to the sole discretion of Xennox Diamond World.
Original new and unused condition means that there are no missing stones, that all the original stones are still in the piece, that there is no damage to any part of the product, scratches, marks or any wear whatsoever. At Xennox Diamond World we do not sell used items and will not accept any item with any indication that it was used or worn. If an item has been deemed to not be returned in new and unused condition it will be returned to you (customer) and you will be charged for the full purchase price, plus any shipping incurred in delivering the product initially and for the return of the product to you.
Wrong finger sizes:
The guarantee will not apply if you supply us with an incorrect finger size. If the size is incorrect we may resize the ring for you, at our workshop price (plus postage), however you must notify us within 30 days of the delivery date as to the need to have a ring resized/remade in a different finger size. We will then provide return delivery instructions for you.
If you do not know your finger size or if you are uncertain of your finger size we suggest you have your finger size measured by a local jeweller. Please note that different fingers have different sizes and your left hand fingers do not usually have the same finger sizes as your right hand.
The above guarantee will not apply if an order is cancelled before you receive the product.
Xennox Diamond World reserve the right not to accept a cancellation and to proceed with delivery of the product. Xennox Diamond World may however use their sole discretion to accept a cancellation as they see fit.
The following provides basic guidelines for cancellations scenarios:
1. Cancellations of custom made jewellery items will not be accepted.
2. If a product has been sent to you that order may not be cancelled.
3. The satisfaction guarantee for the quality of the product may not be used to claim a refund when an attempt to cancel the order has previously been made.
4. If a customer attempts to cancel the order within one week of the order date a cancellation fee of 10% may apply.
5. If a customer attempts to cancel an order more than one week after the order date the cancellation may be refused by Xennox Diamond World, if it is not and is done before despatch a cancellation fee of 30% will apply.
Return delivery instructions: It is imperative that if you intend to return an item for refund, exchange or resize/remake that you contact us first by e-mail or phone so that we can confirm whether you can return the item and whether any applicable resize or remake fees will apply.
We will then send return delivery instructions to you. Please note that for international customers the return instructions are important to minimise your costs for the return delivery fees and any applicable customs fees.
The product must be returned to us is in its original condition together with the invoice and packaging within 30 days of the delivery date.
Claiming a refund: In order to claim a refund under this guarantee you must first notify us within 30 days by phone or e-mail to advise us of the problem with the product. We will then confirm whether a refund is available for the transaction. We will then send return delivery instructions to you. Once we receive the returned product we will contact you to confirm receipt. The full cost of the return item will be refunded, EXCLUDING shipping, handling and insurance costs. Refunds will be made in the original form of payment.
We are able to accept payment for orders by Visa, MasterCard and PayPal direct deposit payments. For overseas orders we are unfortunately not able to accept payment by international money order or international bank check.
For international customers, if you do not have a credit card, you may like to become a PayPal member (http://paypal.com) and make a direct payment from your bank account for your order through the PayPal system.
We are able to accept Australian payments by Australian money or Australian bank cheque - please send us an e-mail to Xennox Diamond World and ask to receive instructions for making Australian money order or Australian bank cheque payments.
If you have any questions about order payments please contact us at Xennox Diamond World (07 3210 6288)
Charging of Credit Cards
For orders from the USA and United Kingdom orders will be placed through the PayPal shopping cart on the Xennox Diamond World web site and the currency charged for the transaction will be in Australian Dollars. Australian orders will be charged for the purchase price and shipping price in Australian dollars.
For customers and visitors except those that place orders through the PayPal system - The secondary currencies appearing on our web site, are for your convenience and information purposes only. Xennox Diamond World do not purport nor guarantee that the currency conversions are accurate as at the time of viewing and do not accept any responsibility whatsoever for the accuracy of the currency conversions appearing on the site.
When an international order is placed (except those placed through the PayPal system), the relevant currency conversion will be performed as at the time of debiting of your credit card by your credit card issuing bank. Xennox Diamond World take no responsibility for the timing or currency conversion rate used by the credit card issuing bank.
We may manually check every credit card order with the credit card issuing bank to ensure that all details given are accurate. Xennox Diamond World reserves the right to refuse to accept any orders that it considers to be suspicious.
For high value orders and for some countries that fall outside our credit card fraud checking network - For such orders we may require that proof of ownership of a credit card be supplied to us. For those orders, we may require that the purchaser fax to us a photocopy of their credit card (front and back, along with a letter requesting the debit of the card) and driver's licence for proof of identity and ownership of the credit card. We may also request that a purchaser supply their security credit card number. This will only be required if expressly requested by us.
We will accept your order if the delivery address of the product is the same as the address of the credit card holder. We will not deliver products to post office boxes as all orders must be signed for at the time of delivery.
Deliver and Cost
For delivery to international countries outside Australia, your order will be sent to you by
FedEx express courier service with 2-4 business day delivery for AU $28. FedEx courier delivery will automatically be added to your shopping cart.
Registered International Mail - International Delivery (Outside Australia)
We use Australia Post insured international registered mail. In accordance with our secure shipping commitment, you will be required to sign for your order upon delivery. Registered Mail delivery times for delivery outside Australia are approximately 8-20 days. The International Registered mail parcels do not have tracking numbers that allow the tracking of parcels on the internet. (If you would like to track your parcels via the internet, you should choose the FedEx shipping option).
The price for international registered mail is AU$15.
Delivery to International countries outside Australia
FedEx is a well respected and trusted world wide courier company which provides fast and secure shipping. In accordance with our secure shipping commitment, you will be required to sign for your order upon delivery. For your peace of mind, FedEx also offer internet shipment tracking. Your FedEx tracking number will be e-mailed to you when your parcel has been sent to you. You will then be able to track your parcel's movements whilst it is being shipped.
Platinum Express - Delivery inside Australia
Platinum Express is a dependable and reliable courier company which provides fast and secure shipping. In accordance with our secure shipping commitment, you will be required to sign for your order upon delivery. Shipping time with Platinum Express is 1-2 business days from the day we post it and the charge is AU$12.
Australian Air Express
Australian Air Express is a well respected and trusted courier company which provides fast and secure shipping. In accordance with our secure shipping commitment, you will be required to sign for your order upon delivery.
For your peace of mind, Australian Air Express also offers internet shipment tracking. Your Australian Air Express tracking number will be e-mailed to you when your parcel has been sent to you. You will then be able to track your parcel's movements whilst it is being shipped. Shipping within Australia by express courier is AU$12.
If you have any questions about shipping time frames please contact us at email@example.com
All goods shipped to you are insured against loss and damage whilst they are in transit. Once you are advised by e-mail that your order has been shipped, we guarantee delivery of all items except in cases where the address supplied is incorrect, illegible, incomplete or if the recipient is away or has moved, in which case you will be liable for payment of the purchase price and shipping of the order irrespective of whether the order arrives on time or not at all.
We will not deliver orders to a post office box as all orders must be signed for. If you have any questions about the appropriate delivery address please contact us to discuss appropriate arrangements.
Please note: The above delivery times are a guide for delivery only. We do not guarantee that all orders will be received by you within the above times frames from the moment you place an order.
The actual date you will receive an order depends on whether we have your chosen product in stock in your size. If the product is in stock and in your size, we will contact you by e-mail to let you know when the product has been shipped to you, by which courier and when you should expect to receive it. If your product is not available in stock in your size, we will contact you to let you know the approximate manufacture time and anticipated shipping date. Once the product has been shipped to you, you will receive e-mail confirmation of when your order was dispatched, relevant tracking numbers, and an approximate delivery date.
If you require your jewellery item by a specified date you can e-mail us before placing your order to check the availability of the stock item in your finger size and/or the manufacture time. Please e-mail us with the style number, finger size and date by which you require your item.
When you order
We will send you an e-mail confirming your order within a day or two of placement of the order.
When we receive your order, dispatch will depend upon:
1. Your credit card issuing bank approving your purchase;
2. Whether we have your product in stock (in your size); and
3. Your chosen delivery method. (See Shipping policy)
All credit cards must be approved and all cheques (within Australia) must be cleared before shipment, - we will contact you if there are any problems.
Complete information and suspicious orders
Xennox Diamond World reserves the right to refuse any order if it believes that it is fraudulent or is suspicious in nature. No order will be accepted unless all information is provided including full addresses, e-mail address and phone numbers. You must include your e-mail address in your order otherwise we will not be able to contact you.
Please note that for all international orders (orders delivered outside Australia), as your order is exempt from the GST in Australia, you may be subject to import duties and taxes, which are applicable to all products that are imported into a country and are levied by the recipient country's government. All additional charges for customs clearance, import duties and taxes are payable by you. Such charges are not included in the delivery fee or purchase price of our products as these vary from country to country. We have no control over those charges and cannot determine what they may be. As a rough example only, the customs duties for products imported to the US of a jewellery nature are usually in the vicinity of approximately 5-7% import duties. We do not guarantee that this will be the actual import duty as only the US customs office can determine this. This is a guide only and we will not be held responsible for the payment of any import duties at any time even if they are different.
As customs policies vary widely between countries, you should contact your local customs office for further information. When ordering from us you are also considered the importer of the ordered product and you must comply with all laws and regulations of the country in which you are receiving the goods. We will not be held responsible for the payment of any customs duties under any circumstances. When ordering from us you agree to pay any import duties which may be imposed by your country's government. If you refuse to pay any import duties imposed and thereby prevent delivery of your order, you will remain liable for the purchase price of the product and you will be charged the full purchase price of the order and the shipping price of $28AU together with any shipping amount incurred in the return of the goods to us and any customs duty or penalty imposed by your government.
Terms and Conditions of all orders
The content of all of Xennox Diamond World policies incorporated in this web site and any specific terms arranged between Xennox Diamond World and the customer form part of the terms and conditions of all orders made through Xennox Diamond World web site (www.diamondworld.com.au) You (the customer) are deemed to have read all the terms and conditions including all policies displayed on this web site and are deemed to have accepted same.
All orders made though the Xennox Diamond World web site and all incidental agreements and matters are governed by the laws of Australia and the State of Queensland. Xennox Diamond World reserves the right to correct, update, modify or otherwise change the terms and conditions of sale, information, and prices at any time at our website at our sole discretion and without notice. Xennox Diamond World, its affiliates or employees shall not be held liable for any indirect, incidental, punitive or consequential damages arising directly or indirectly from the use of any of the information contain in or received from this site.
Xennox Diamond World, its products, images, logos and all other items contained in this site are protected by Australian and international copyright and trademark laws. It is expressly prohibited to reproduce, use, modify or in any way display or distribute this information without permission. User further agrees that these conditions cannot be modified by any oral statements or any other dealings between Xennox Diamond World and the user.
Privacy and Security Statement
Xennox Diamond World has created this privacy statement in order to demonstrate our firm commitment to your privacy and security. The following details our information gathering and dissemination practices for this web site.
Contact information from the order form is used to ship orders to the customer. The customer's contact information is also used to send Xennox Diamond Worlds promotional material (if the customer requests such promotional information) and to get in touch with the customer during the course of the transaction. Financial information that is collected is used to bill the customer for our products and services. We do not disclose our customer details or credit card information to outside parties, and all information is destroyed after its intended use. All e-mail or other correspondence received from our web site visitors is treated with strict confidence. We only use the information supplied by our visitors for the purpose of responding to the visitors questions. We will not sell or otherwise disclose such information and e-mail address to any external parties.
This site contains links to other sites. Xennox Diamond World is not responsible for the privacy practices or the content of such web sites.