CUSTOMER SERVICE GUIDE

  • Shipping & Delivery
  • Privacy & Security
  • Returns & Replacements
  • Repairs/Refunds
  • Sale Items
  • Exchanges
  • Gifts
  • Unstocked Items
Shipping & Delivery
To return your product, you should mail your product to: Pac J, 330a Lambton Quay, Wellington CBD, New Zealand 6011. Please DO NOT write Pacific Jewellers for security reasons.You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Once the item is in transit, to or from Pacific Jewellers, we do not guarantee that the item will not get damaged or lost. We do recommend, at all times, using Track and Trace courier services and shipping insurance. Pacific Jewellers cannot guarantee an item will arrive by a certain date.
Privacy & Security
By visiting any website by Pacific Jewellers, you agree to our privacy policy and acknowledge that you have read and understand our Customer Service Guide and Care Guide.
Returns & Replacements
Our exchange policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you an exchange. To be eligible for a return, your item must be unused and in the same condition that you received it.  It must also be in the original packaging with all associated certificates and paperwork. To complete your return, we require a receipt or proof of purchase.Please do not send your purchase back to the manufacturer. There are certain situations where a refund will not be given;

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery.
Repairs/Refunds
Once your item is received and inspected, we will send you an email to notify you that we have received your returned item. We will determine whether the item can be repaired. If not, we will notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed within 7-10 working days, and a credit will be issued. We only replace items if they are defective or damaged, and if a replacement item is available.
Sale Items
Only regular priced items may be returned, unfortunately sale items cannot be returned unless faulty.
Exchanges
If you change your mind on a purchase, you may exchange your item within 5 working days of purchase. You must provide proof of purchase or a receipt, and notify us through email before the item is shipped back to Pacific Jewellers.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.
Unstocked Items
Pacific Jewellers does not hold in stock all items advertised on this website, therefore in some cases we may be unable to supply your item. Should this event arise, you may choose between a gift certificate or a full refund.