Shipping policy

 

Read more about our Shipping Policy below.

Vacier ("we" and "us") is the operator of (https://au.vacier.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.

2. Shipping costs and shipping times.

We ship to our customers in Australia and New Zealand from our warehouse in Melbourne. If you need shipping to Europe, Asia, and Africa from our Warehouse go to our European website here. If you need shipping to South and North America go to our US website here.

3. Returns

3.1 Return Due To Change Of Mind

Vacier will happily accept returns due to a change of mind as long as a request to return is received by us within 14 days. Read more about our return policy on our return page.

3.2 Warranty Claims

We offer a Lifetime Warranty on all of our products. We will happily honor any valid warranty claims. If your purchase break at any time from regular usage, submit an email with a picture of the broken item and we will provide a replacement or refund in store credit. However, we can't refund warranty claims in cash. We refund broken jewelry but not jewelry that is subjected to wear and tear.

Once the warranty claim is confirmed, you will receive the choice of:

(a) a refund in-store credit

(b) a replacement item sent to you (if stock is available)

4. Delivery Terms

4.1 Transit Time Domestically

Tracked Letter (Australia Post)

 

Express Shipping (Australia Post)

• Australian zones

4.2 Transit time Internationally

Tracked Letter (Australia Post)

These are our normal shipping times. However, Vacier can't control if an order takes longer due to custom border procedures in some countries and the delays it might bring. We can neither control for delays caused by the pandemic or by any other reason caused by the post in your country. We ask our customers to contact their postal carrier for more information off the status of post in their country.

During the holidays, we reserve that delivery time may increase.

4.3 Dispatch Time

Orders are usually dispatched within 1 business days of payment of order. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. Contact us on email at au.support@vacier.com for assistance.

If a package is sent to the wrong address due to the customer providing an incorrect shipping address, it cannot be refunded if lost.

4.5 P.O. Box Shipping

Vacier will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

4.6 Military Address Shipping

We are able to ship to military addresses using Australia Post. We are unable to offer this service using courier services.

4.7 Items Out Of Stock

If an item is out of stock, we will dispatch the order once we get the item(s) back in stock.

4.8 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

4.9 Express shipping

If the customer chooses Express Shipping they are highly recommended to add their phone number during check out. Australia Post preferred method of contacting their customers is through the phone. If the customer chooses not to add their phone number via check out, they are solely responsible for any issues during shipping.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties & Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website

7.2 Import Duties & Taxes

Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and Vacier encourage you to be aware of these potential costs before placing an order with us.

If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Vacier at the customer's expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

9.3 Parcels lost after being delivered

We are not responsible for any lost parcels after it has been deemed as delivered by the courier. If the parcel has been delivered in accordance with the tracking, we can conduct an investigation to help locate the parcel. This is not a guarantee and Vacier is not obligated to offer a refund if the investigation returns inconclusive.

10. Customer service

For all customer service enquiries, please email us at au.support@vacier.com