Q1. HOW DO I PAY FOR AN ITEM?

Payment for something you wish to purchase on our website can be conducted in a variety of ways. 

We accept all major credit cards (Visa, Mastercard, Diners, American Express and Bankcard), as well as bank cheques, personal cheques (requires 3–5 days clearing before goods will be released) or cash in-store.

Q2. DO YOU ACCEPT INTERNATIONAL ORDERS?

We will happily accept orders from international locations.  The shipping and handling costs may vary for the destination. 

We will always give an accurate price for the destination being sent to, through general communications that come with a purchase from our website. 

Alternatively, before you purchase, you are more than welcome to use the 'Enquiry' button and we can give a quote on the courier/postal service to your destination. 

Q3. HOW DO I CONTACT THE SHOP?

Our contact details are available on the website through either telephone, fax or email. 
For website enquiries our email address is esales@ecali.com.au
By clicking on the contact tab, on our website, it will direct you to a field form to fill out and submit.  Alternatively you may use the other methods abovementioned. 

Q4. WHAT ARE THE SHIPPING & HANDLING COSTS?

Our shipping and handling charges are standard for domestic service. 
The standard charge for this is $15.00 AUD.  This is the same whether the item is sent Platinum Express or Registered. 
If you require additional insurance on a Registered Post item there will be charges accordingly.  However with all postage that is sent out from ecali fine jewellery our comprehensive in-house insurance policy extends to postage, so generally speaking there is no need for additional insurance through Australia Post. 

Q5. HOW SOON AFTER PAYMENT SHOULD MY PURCHASE ARRIVE?

Once payment is confirmed, we will package your purchase in our beautiful boxes and gift-wrap, if requested.  We then will package for Australia Post service with appropriate padding etc. and arrange post either via Registered Post (international included) or Platinum Express Post (Australia only).

The item's arrival will depend on location being posted to.  Delivery times range from 4–6 days for Registered Post within Australia (signature may be required in some cases), or 1–2 days for Platinum Express post only within Australia.  International post can vary depending on carrier, usually between 7–14 business days. 

We can give an estimate of the time of arrival through any correspondence between the parties at the time of purchase.  For all international orders we can only give these approximate times as once the item leaves ecali fine jewellery the delivery time is dependent on the carrier used. 

Q6. IS THE $15.00 POSTAGE FOR INTERNATIONAL DELIVERY?

All prices given for postage are quoted for delivery WITHIN AUSTRALIA only. 

International orders will be firmly quoted for delivery price to the specified area. 

All postage charges are liable by the client purchasing online. 

Q7. WHAT IS THE RETURN/EXCHANGE POLICY?

At ecali fine jewellery we offer a 14 day return or exchange policy on any item purchased on-line.  Our conditions for a return or exchange are as follows:

• The returned purchase must be in its original condition (i.e. not scuffed, scratched, marked or worn in any way) as at the point of sale, includes all packaging & transaction receipt. 
• The purchase is returned within the return/exchange policy time limit. 
• The purchase was not a special order made at the client's request with specific details (i.e. custom work).
• The purchase was not personally engraved at the client's request. 
• The item has not been adjusted or changed in any way by a third party.

We will happily accept the return or exchange of the item if these conditions are met.  You may either select another item to exchange or alternatively we will issue you with an in-store credit note if you find nothing suitable at the time.  You may also choose to order an item that may not be in stock or needs a specific size to be ordered. 

Q8. HOW DO I KNOW THAT MY ORDER HAS BEEN SHIPPED?

Once an order is ready to send, we will place a courtesy call or email to the client to advise them of the status of their order.  We will confirm shipment at this point and normal transit periods apply. 

As previously mentioned, ecali fine jewellery will never ship an order on any given Friday of any given week purely from a security point of view.  In all cases, please refer to the FAQ section in regard to delivery/transit times ('How long does it take to receive an item?' FAQ). 

International order delivery times will vary depending on service used. 

Q9. DOES THE PURCHASE COME WITH A GUARANTEE?

With every piece of jewellery from ecali fine jewellery there is a manufacturer's warranty one year from the date of purchase.  With this guarantee comes the surety from us that if the piece is faulty in any way we will repair the item to original condition or alternatively return the item to the manufacturer for repair or replacement. 

Upon request we can issue a 'Valuation for Insurance Purposes' which includes a photograph of the item and a detailed description including diamond weights, cut, colour, clarity and carat of gold used etc. 

Our range also includes Kailis Australian pearls and every item comes with its own guarantee certificate, assuring the buyer that the pearl used in the item of jewellery is Australian. 

Q10. DOES THE ITEM COME WITH A CERTIFICATE?

All Kailis Australian pearl items come with a guarantee certificate on which it states specific details of the individual item.  It includes a colour photograph of the item and the surety that the pearl being used is of Australian origin. 

We also carry a range of loose diamonds which come with their own individual certificates ranging from such grading houses as G. I. A. to D. C. L. A.   Passion8 brand diamonds come with a G. I. A. certificate as well as a Passion8 identity card complete with laser inscription on the diamond*.

For 'certification' of any other jewellery that we sell, we will issue on request a 'Valuation for Insurance Purposes' letter giving a detailed description of the item including a colour photograph and specifics on any diamonds gold or other materials used in making the item. 

*Laser inscription is not on all Passion8 diamonds. 

Q11. DO YOU GET A CERTIFICATE WITH YOUR PURCHASE?

All Kailis Australian pearl purchases come with a guarantee certificate on which it states specific details of the individual item. It includes a colour photograph of the item and the surety that the pearl being used is of Australian origin. 

We also carry a range of loose diamonds which come with their own individual certificates ranging from such grading houses as G.I.A. to D.C.L.A.  If you would like a specific certificate in regard to your diamond, please advise us of your needs and we will look to supply your request. 

For 'certification' of any other jewellery that we see, we will provide on request a 'Valuation for Insurance Purposes' letter giving a detailed description of the item including a colour photograph and specifics on any diamonds gold or other materials used in making the item. 

This is not a sworn valuation, but an opinion of the jewellery we have sold with the recommended amount to be insured for.  Should you need a sworn valuation for any individual items (already existing in your collection but not purchased from ecali fine jewellery) we can refer you to an independent valuer to attend to your needs. 

Q12. WHAT CURRENCY ARE YOUR PRICES IN?

Q13. HOW DO I GET THE RIGHT FINGER SIZE FOR A RING PURCHASE?

With the purchase of a ring we will always include a free resize.  If no finger size is given we will supply the ring in our standard size.  We are always happy to resize the ring after the gift is given and as previously mentioned this will be inclusive of the sale. 

If we resize the ring to a particular size at your request and that size is wrong we will resize the ring to the correct size, however there will be a fee involved. 

If the size is incorrect we will resize the ring for you, the first resize is free of charge (a return postage charge of $20 will apply), if no finger size is supplied, we will supply the item in our standard size.  However you must notify us within 14 days of the delivery date to have the ring resized/remade in a different finger size. We will then provide delivery instructions for you. If the item is resized at another store and damaged in any way this will void the guarantee.  The guarantee will not apply if you supply us with an incorrect finger size.

Q14. HOW DO I VIEW AN ENLARGED IMAGE OF AN ITEM?

When you are viewing the pages within the website, each page has a photograph of the item you are viewing.  If you wish to view a larger image of the item, clicking on the image will open a new smaller pop-up window with a more detailed and enlarged image to view. 

Q15. WHAT IS TRI-COLOUR?

Q16. WHAT IS PLATINUM?

Platinum is a pure metal, white in colour – similar to white gold - that is used almost in its purest form to create items of jewellery. 

It is a metal of great strength and density (weight).  The appearance of platinum is a very white colour when polished and has no need to be rhodium plated as in the case of white gold. 

As platinum has a higher density than that of gold, a ring that appears to be the same in gold as it is in platinum will weigh at least 1.5 times heavier than its gold counterpart. 

Platinum is also different in the price of it compared to gold.  The price difference between gold and platinum can sometimes vary as much as 2 to 3 times the difference (depending on current market conditions) .