At Ecali Fine Jewellery we are committed to customer service & satisfaction. It is our number one priority to provide our clients with a level of service that is second to none. Whether it is a small gift or an engagement ring purchase, we believe our clients must always encounter a rewarding & pleasurable shopping experience regardless of being online or in-store in person.
With any purchase at Ecali Fine Jewellery, we aim to deliver your purchase to you in new condition without fault or damage in the workmanship & in a prompt manner. In the event that you receive your purchase from us damaged or faulty, you are entitled to return your purchase to Ecali Fine Jewellery in the state received (within 14 days), to have the item fully replaced, repaired or a full refund of the purchase price at Ecali Fine Jewellery‘s discretion.
When purchasing from overseas you must always take care with return instructions as there can be additional fees if not labelled correctly. Please always contact a consultant at Ecali Fine Jewellery before posting to ensure the correct procedure for a return is followed. It is important to be aware that all responsibility of the item’s safe return to Ecali Fine Jewellery is that of the client. If insurance is required this must be arranged & paid by the client prior to returning, as an item lost in transit to ecali fine jewellery will not be replaced at our expense.
However, all items that leave Ecali Fine Jewellery for postage or courier service are covered under our comprehensive insurance policy during transit to the client. All return costs (whether international or within Australia) including appropriate packaging, postage & insurance is to be paid by the client. When the item is returned to you, all costs for this will be paid by Ecali Fine Jewellery.
This guarantee also applies to purchases made in-store at Ecali Fine Jewellery. The only variance is that an item purchased in-store has a 7 day return policy, unless other arrangements have been made prior to the purchase
Void of guarantee
The guarantee that Ecali Fine Jewellery offers will be assessed on an individual basis. We reserve the right to refuse a refund on any purchase based on the information below.
The guarantee becomes void should any of the following be applicable:
- The returned purchase is not in its original condition as at the point of sale (i.e. scuffed, scratched, marked or worn in any way).
- The purchase is returned outside of the 7 day return time limit.
- The purchase was a special order made at the clients request with specific details (i.e. custom work).
- The purchase was personally engraved at the clients request.
- If the purchased item has been worked on by another jeweller outside of Ecali Fine Jewellery without prior permission from us for this to take place (in the case when an item is received damaged through delivery, we may agree to another jewellery performing the repair – but only in exceptional circumstances eg. Overseas client).
- If you simply have changed your mind & no longer want the purchase.
It is the clients responsibility to return aforementioned purchase to us in a secure manner should there be any issue. The preferred method we use being Australia Post Courier
If an item being returned from the client to Ecali Fine Jewellery is not received, the onus is on the client to provide appropriate insurance for the item while in transit to us. When we are returning an item or sending a purchase out to clients our comprehensive in-house insurance policy covers the item until received by the client. Throughout this process, should any loss occur in the transit process from Ecali Fine Jewellery to the client, we are fully covered & your item will be replaced as original condition.
At Ecali Fine Jewellery we realise that security is extremely important & with this in mind, we operate on a secure site basis with a SSL (Secure Socket Layer) certification supplied by THAWTE. For maximum security our site does not keep any of the information entered stored or saved.
We have icons displayed on our site to verify this security for you. The process for sending credit card & security sensitive information is encrypted when entered & can only be viewed on Ecali Fine Jewellery in-house computers (i.e. cannot be accessed remotely) which have extensive firewalls & security precautions.
All orders placed online through our website require full payment before any goods will be released.
Whilst we endeavour to have all items in stock at the time of viewing on our website, occasionally an item may be out of stock. When this is the case, you will be notified immediately of the delivery time.
If an item needs to be ordered in a specific size, colour, weight etc., we will quote a price based on the specifics & advise delivery time. As previously mentioned, a full payment is required to place the order to your requirements.
In the event that you wish to cancel an order, an in-store credit note will be issued for the monies paid thus far depending on the status of your order.
Cancellation of orders
When ordering an item from Ecali Fine Jewellery it is important to make your choice carefully as cancelling is not usually possible/or not always possible.
The synopsis below shows some examples where cancellation situations may arise & their outcomes. Each request will be handled on its individual circumstance & resolved amicably.
- When an item has already been dispatched, the order cannot be cancelled.
- If an attempt is made to cancel an order & it is denied, you may not use our workmanship guarantee to claim a cancellation. *conditions apply.
- When it is agreed by all parties that the order is to be cancelled then a 20% cancellation fee for the total sale amount may apply.
- If the item is a ‘special order’ with specific measurements, finger size, diamond weights etc., & not a standard stock line then the sale is considered final sale & cannot under any circumstances be cancelled.
- When your circumstances change (e.g. Engagement break-off) or you change your mind about the order or you find/purchase another item elsewhere.
Ecali Fine Jewellery reserves the right to not accept any cancellation & to continue with delivery of the ordered item. It is at Ecali Fine Jewellery‘s sole discretion that a cancellation will be accepted.
If an item is ordered with specific instructions & it is delivered to you as per specific instruction, it is a ‘Special order’. In this situation, we consider all ‘Special Orders’ as final sale (i.e. not able to be returned for exchange). If you are considering a ‘Special Order’ please discuss your concerns prior to ordering & we may reach a suitable outcome on an individual basis.
All prices quoted on Ecali Fine Jewellery‘s website are in Australian Dollars. Prices quoted are correct at the time of printing but are subject to change without notice.
Information provided by you
When you make a purchase on ecali.com.au we require you to provide us with details such as your name, address, telephone, email & credit card information (standard ‘customer information’). We may require further information from you in order to complete the transaction in progress. By visiting our website, you are agreeing to provide Ecali Fine Jewellery with accurate, current & complete client information when asked to do so by the website or an employee of Ecali Fine Jewellery.
When you are viewing the website of Ecali Fine Jewellery, our internet service provider makes a record of your visit & logs the following information for statistical purposes only:
- Your server address.
- Your top level domain name (for example .com, .gov, .au, .uk etc).
- Pages you accessed & documents downloaded.
- The previous site you have visited.
- The type of browser you are using.
Access to information collected
Ecali Fine Jewellery will not make any attempt to identify users or their browsing activities. However, in the unlikely event of an investigation, a law enforcement agency may exercise its legal authority to inspect our internet service provider’s logs.
Use & disclosure of information collected
Ecali Fine Jewellery will not disclose any information about your individual visits to our website or any of the personal information that you provide such as your name, address, telephone number, e-mail address or credit/debit card details to any outside parties without your consent except when required by law to do so.
Ecali Fine Jewellery will only record your e-mail address if you send us a message. Your e-mail address will only be used or disclosed for the purpose for which you have provided it & it will not be added to a mailing list or used or disclosed for any other purpose without your consent unless you specifically request such action.
It is Ecali Fine Jewellery’s intention to use your information for in-house purposes only & promotions or functions that are within the store Ecali Fine Jewellery. Users are advised that there are inherent risks transmitting information across the Internet to which Ecali Fine Jewellery is not to be held responsible. Whilst all care is taken to make your website experience at Ecali Fine Jewellery, enjoyable & virus-free it is ultimately your responsibility to scan any such data for viruses.
Links to other sites
We may offer links to sites that are not operated by Ecali Fine Jewellery. If you visit one of these linked sites, you should review their privacy & other policies. We are not responsible for the policies & practices of other companies.
If you require further information, please contact Ecali Fine Jewellery.