Shipping and Returns


Shipping:

Due to the handcrafted nature of our brand, please note that each product is handmade to order in limited quantities. This means each piece can take up to 10 business days to create. If by any chance your order will take longer than 10 business days, we will contact you immediately by email or phone. Most of the time we have limited stock already made, and in this case, we will ship your item earlier, usually within 1-2 business days from receiving payment. 

If you require your product sooner, please get in touch by emailing our customer service team at: contact@eloisepanetta.com. We accept priority orders and will do everything in our power to accomodate your request. 

Our eBoutique ships from Sydney, Australia and offers shipping Australia wide and to International countries including: Italy, France, United Kingdom and the United States of America. 

 

Domestic Shipping:

  • Australia Post 'Express Parcel Postage’ with a flat rate of $11.00 which offers a delivery time estimate of 1-3 business days.

  • Australia Post ‘Standard Parcel Postage’ with a flat rate of $7.00 which offers a delivery time estimate of 2-4 business days.

 

International Shipping:

We ship International orders with ‘DHL Express’ which offers a delivery time estimate of 7-14 business days. Shipping is charged at a flat rate of $40 AUD.

DHL Shipments cannot be delivered to PO Boxes or postal codes. Shipments are delivered to the receiver’s residential address provided by the customer at the time of purchase. Please do not include a PO Box or Postal code as your shipping address. 

International countries we ship to include:

  • Italy

  • France

  • United Kingdom

  • United States of America

If you would like to purchase a product from outside of these countries, please get in touch by emailing our customer service team at contact@eloisepanetta.com

Eloïse Panetta will not be held responsible for any duties or tax charged by the destination country or customs office. We have no control over these charges and are unable to advise you on what duties may apply. We strongly encourage you to contact your customs office in your country for more information prior to making your purchase.

Please note: Eloïse Panetta will not be held responsible for any late deliveries caused by Australia Post, DHL or any third party shipping and courier companies. Australia Post and DHL are both trusted services and as such, Eloïse Panetta will not refund or replace orders that have been scanned as delivered, lost, or delayed.

Eloïse Panetta kindly requests that all customers provide their correct information when placing an order. Eloïse Panetta will not be held liable for incorrect deliveries due to input errors at the time of customer placing an order. 

 

Pricing:

All pricing and payments are made in Australian dollars (AUD) and includes GST.

Currency conversions are set by your bank and may incur additional charges. We are not responsible for these additional charges and we advise you contact your financial institution to calculate the currency conversion prior to your purchase. 

We strongly encourage you to read our shipping policy thoroughly before making your purchase. If you have any questions regarding our shipping policy, please get in touch by contacting our customer service team at contact@eloisepanetta.com

Eloïse Panetta reserves the right to make changes to this shipping policy without notice.

 


Returns and Exchanges:

Returns and Exchanges:

Jewellery: 

At Eloïse Panetta, we pride ourselves on delivering you exceptionally handcrafted and bespoke jewellery. Each jewellery piece is individually handcrafted and may vary slightly to the original image shown. This quality should be embraced as it makes your product completely individual and unique. 

Due to occupational health and safety regulations,  we are not permitted to offer any refunds, credit notes or exchanges on earrings or ear cuffs.

We gladly offer exchanges if you change your mind on jewellery items (excluding earrings and ear cuffs) within 7 days of receiving your purchase (excluding postage fee). You will be issued a credit note valid for 6 months from the issue date. We will notify you via email to arrange all credit notes.

 

Clothing:

At Eloïse Panetta, we pride ourselves on delivering you exceptionally handcrafted and bespoke clothing. Each clothing piece is individually handcrafted and may vary slightly to the original image shown. This quality should be embraced as it makes your product completely individual and unique.

We gladly offer exchanges if you change your mind on clothing, within 7 days of receiving your purchase (excluding postage fee). You will be issued a credit note valid for 6 months from the issue date. We will notify you via email to arrange all credit notes.

Bespoke, Custom Couture and Bridal orders:

Please note for all bespoke garments, sizing, custom couture and bridal orders, no exchanges, refunds or credit notes will be issued. We pride ourselves with delivering exceptional service when creating your bespoke or custom products using the highest quality and craftsmanship. We will work with you every step of the way to ensure that the development of your bespoke or custom product is exactly what you desire. Every effort will be made to ensure your item is absolutely perfect before you collect it.

If you would like to exchange your product, providing it is eligible under our terms, please notify our customer service team immediately. You are required to contact us within 7 days from receiving your goods for the exchange to be eligible and arranged.

Notes on exchanges:

  • All exchanges must adhere to our returns and exchanges policy and is at the complete discretion of Eloïse Panetta

  • All exchange enquiries must be emailed to our customer service team prior to sending back goods

  • Each exchange enquiry must include your order number and proof of purchase

  • The item must be unworn and in original condition along with undamaged and original packaging

  • Return shipping and handling fees are the entire responsibility of the customer. We recommend using a registered and trackable method of return shipping

  • Eloïse Panetta will not accept any liability for lost, damaged or delayed returns

  • We will not return, exchange or offer credit notes on earrings or ear cuffs, due to occupational health and safety regulations

  • Eloïse Panetta has the right to refuse any returned items that does not comply with our returns and exchanges policy

We do not except returns and exchanges when: 

  • You have not first contacted our customer service team

  • Items are not returned in their original condition

  • Items have been worn, damaged or are returned without all of the original packaging

  • Items are returned outside the specified return time frame, eg: 7 days from receiving your product

  • An order includes a bespoke or customised item

Please return all items to:

Eloïse Panetta

PO Box 7

Alexandria NSW Australia 1435

 

Refunds:

Please note: We do not offer any refunds for a change of mind purchase. Refunds will only be offered as a solution to a faulty product or item that we have accepted responsibility for. Please see our Faulty items and repairs policy below.

We strongly encourage you to read our returns and exchanges policy thoroughly before making your purchase. If you have any questions regarding our returns and exchanges policy, please get in touch by contacting our customer service team at contact@eloisepanetta.com

Eloïse Panetta reserves the right to make changes to this returns and exchanges policy without notice


Faulty Items and repairs:

We pride ourselves on delivering you exceptionally handcrafted and bespoke products. Each piece is individually handcrafted and may vary slightly to the original image shown. This is not a fault. This quality should be embraced as it makes your product completely original and unique.

Please note: some jewellery items are hand cut from precious and recycled metals and that slight variations may occur from the original image shown. This is not considered a fault.

In the unlikely event that your product is faulty, your product will be replaced, repaired or you may receive a credit note or refund. Outcome of the faulty item will be determined by a customer service team member along with skilled artisans, and is entirely resolved at the discretion of Eloïse Panetta. 

If you have received a faulty item, please email our customer service team at contact@eloisepanetta.com within 24 hours of receiving your faulty item. You must include all of the following in your email enquiry:

  • Order number

  • Proof of purchase

  • Clear and detailed images of the fault

  • Description outlining the fault

  • The item must be unworn and in original condition along with all undamaged and original packaging

  • If Eloïse Panetta accepts responsibility of the faulty item, all shipping costs will be covered by us. A confirmation email will be sent to you outlining this prior to you sending back the faulty goods.

Please note: Wear and tear during the course of normal use is NOT considered a fault. Each faulty inquiry will be assessed individually and may be resolved with any of the above solutions, determined by, and at the discretion of Eloïse Panetta. We sincerely apologise for any inconvenience caused by receiving a faulty item and we will ensure every effort is made to resolve the faulty item and to maintain exceptional customer service.

All of our Eloïse Panetta products are fragile and delicate in nature. You (the customer) should always wear your item with absolute love and care. Please refer to our product care information here

Eloïse Panetta reserves the right to make changes to this faulty items policy without notice.