Frequently Asked Questions
You may also find the answers to your questions through our frequently asked questions list which can guide you through the online shopping experience and also provide you with additional information about Paspaley Jewellery
- Shopping Online
- Tracking your Order
- Password and User Profile
- Paspaley Jewellery
How do I place an order?
Placing an order with Paspaley is both secure and easy. When within Australia simply follow the prompts to our E-Boutique and select the items you wish to purchase by clicking on the "Add to Jewellery Box" option.Repeat this process with all the items you would like to purchase. Once you have added your desired items to your Jewellery Box, click on the “Proceed to Checkout” option. Follow the directions through the checkout process to complete your order.You will be able to review all details of your order before confirming it at the very end of the check out process.
For customers who live outside of Australia you can place your order directly with our Personal Shopper using the email and/or telephone contacts provided.
Will my purchase be gift wrapped?
All purchases through the E-Boutique will arrive in the Paspaley signature silver box with silver satin ribbon.During the Christmas season Paspaley purchases will be gift wrapped in festive gift paper and signature silver ribbon.
Can I purchase a gift on Paspaley.com and have it shipped directly to the recipient?
It is possible to purchase a gift online for a friend or family member. Simply follow the purchase process, enter your payment method, your name and billing address as per normal. Please note that the billing name must be the details of the person paying for the purchase and the billing address should be the address you wish the invoice to be sent to. Once you reach “Shipping Information” you can enter the name and address of the gift recipient. Follow the directions as per normal to finalise your order.
Can I send a personalised note with a purchase when sending directly to a gift recipient?
It is only possible to send a personalised note with your Paspaley.com purchase by contacting the Personal Shopper directly. You can contact the Personal Shopper with the details required for the note before making your purchase online, this is to ensure the note can be included in the package before dispatch.
Is GST included in the price advertised on Paspaley.com?
All prices displayed on Paspaley.com are shown in Australian dollars inclusive of GST.
GST will be deducted from the listed price for international shipments. Please bear in mind you will be responsible for any taxes and or duties that are imposed by the country of import.
How will my order be shipped?
All purchases made through Paspaley.com are shipped within Australia free of charge using E Parcel Express, a service provided by Australia Post. Delivery within Australia is expected within 3 business days of the order being dispatched. Please note that items ordered together may not always be shipped together. If your order requires more than one shipment you will be notified and tracking numbers will be supplied for the multiple packages. It may be possible to arrange same day/next day and Saturday delivery by request through our Personal Shopper.This service is subject to confirmation and depends on the shipping location, the day and time of your order confirmation.An additional cost will apply.
Will Paspaley.com ship internationally?
Paspaley can assist with international purchases but relies on service providers to do so therefore each order is subject to individual confirmation. To place an order for shipments outside of Australia please contact our Personal Shopper directly through the email/telephone contacts provided.
How long will it take for me to receive my purchase if I live outside of Australia?
Delivery of products outside Australia depends on where exactly you live. Paspaley can despatch orders within one working day, however we rely on service providers for secure delivery of your purchase.Keep in mind that purchases may also incur delays if held up at customs, unfortunately this is out of our direct control.Our Personal Shopper will advise delivery times when you confirm your order.
Will my jewellery purchase be insured during shipment?
Jewellery purchased on Paspaley.com will be insured by Paspaley to the point of delivery. Items being returned to Paspaley.com will only be insured by Paspaley when all guidelines provided by our Personal Shopper have been followed.
Tracking your Order
How do I track an order?
To check the status of an order, login to “My Account” with your user name and password.Your order status will be visible under the title “Recent Orders”. If you have any further enquires relating to the status of your order please contact our Personal Shopper.
How do I track a shipment?
The tracking number can be found on your order confirmation form.To check the status of your shipment, simply click on the link provided (http://auspost.com.au/track) and follow the instructions.
Can I exchange items online?
To exchange an item purchased online please contact our Personal Shopper or visit your nearest Paspaley Boutique. When organising an exchange through our Personal Shopper, items will need to be returned to the provided address as instructed, in a saleable condition within 30 days, accompanied by a sales receipt and all original packaging including any certificates supplied.
Costs related to return shipments will be at your own expense unless return shipment is due to a fault on behalf of Paspaley. The shipment of your replacement item will be free of charge.
Please send items for exchange to the below address unless otherwise directed by our Personal Shopper:
Lower Ground, 2 Martin Place
Can I receive a refund for purchases made at Paspaley.com?
To receive a refund for items purchased at Paspaley.com please contact our Personal Shopper. Items for refund need to be returned to the provided address as per Personal Shoppers instruction, in a saleable condition within 30 days, accompanied by a sales receipt and all original packaging including any certificates supplied.
Costs related to return shipments will be at your own expense unless return shipment is due to a fault on behalf of Paspaley.
Purchases made online through the E-Boutique cannot be refunded in store.
Returns should be addressed to the address provided below unless otherwise directed by our Personal Shopper.
Lower Ground, 2 Martin Place
Can I exchange an online purchase through the Paspaley E-Boutique in store at a Paspaley Boutique?
An exchange of items purchased online at Paspley.com may be made through any of the Paspaley boutiques located in Australia. The product must be returned to your chosen boutique in a saleable condition within 30 days, accompanied by a sales receipt and all original packaging including any certificates supplied.
Please note that if the new purchase is greater in value than the item to be exchanged, you will be charged the difference. If the exchanged item is lower in value, you will receive a store credit for the difference. Refunds will not be issued in store for items purchased online.
Password and User Profile
How do I change my password?
You may change your password at any time by clicking on "My Account".Simply log in using your existing username and password. You will find the “Change Password” option under contact information, click on this option and follow the directions through the process.
How do I retrieve a lost password?
To retrieve a lost password log into "My Account", click on the "Forgotten Password" button. For the security of your account, a new password will be generated and sent to the e-mail address on record, you may change this password by logging into “My Account” and following the prompts.
How do I make changes to my Paspaley.com account?
You may edit your account information at any time by clicking on "My Account" logging in and editing your details as required.
What is the Paspaley Promise?
With each purchase of Paspaley pearl jewellery, Paspaley provides you with a Certificate of Authenticity to guarantee the provenance and quality of the pearls delivered to you.
View Certificate of Authenticity
Is all Paspaley jewellery available online?
Paspaley.com features an extensive range of jewellery online but our full range can be viewed at any of our boutiques in Sydney, Hong Kong, Dubai and Abu Dhabi.
What is a GIA certificate?
A GIA (Gemmological Institute of America) certificate offers additional assurance that Paspaley pearl strands have not been artificially enhanced or treated and come to you as pure and beautiful as nature intended.This independent endorsement of superior quality, natural colour and natural lustre reaffirms Paspaley’s commitment to quality.
Does all Paspaley jewellery come with a GIA certificate?
Paspaley provides a GIA certificate with all Paspaley pearl strands purchased online and in store. A GIA certificate can also be issued for other Paspaley pearl products by request.
If a GIA certificate has been requested the process takes approximately 3 weeks, as the pearl/s must be shipped to the GIA for proper inspection and grading.
For items under AU $7,500 a $300 charge will apply for this process. To arrange for a GIA certification on items purchased through Paspaley.com, please contact our Personal Shopper.
What is the Paspaley Strand Signature?
Paspaley strands are identified by a brilliant cut diamond set seamlessly in the end pearl of each strand. The Paspaley Strand Signature ® subtly and elegantly identifies each Paspaley strand and signifies the ultimate in strand quality.Perfectly hand-matched for colour and expertly balanced in size, with the world’s most refined stringing technique, a prized strand of pearls is the hallmark of Paspaley. Read more in the Strands section of this site.
What size are Paspaley rings and can they be resized?
The Paspaley E-Boutique carries a range of rings available in a standard ring size of 55 (N1/2) and we can provide your first ring resize free of charge.
Please note that if you order a ring in a size other than 55 there will be a waiting time of up to 2 weeks for delivery. Paspaley uses the measurement of the inner circumference of a ring to determine its size. While we provide a chart to assist you in converting your ring size to Paspaley’s measurement system, it is our recommendation that you be fitted by a professional. It is important to note that the size of a ring can vary slightly depending on the particular design you have chosen. View our Ring Sizing Tips for more information.
When ordering a Paspaley ring please bear in mind we are unable to exchange or provide a refund for a ring that has been altered from its original size of 55. If you find you have ordered the wrong size, in most cases it is possible to have your ring resized a second time at a cost of $100 for sizes smaller than your original choice or $150 for sizes larger than your original choice of size.
What is 750 Gold and 950 Platinum?
This refers to the purity of the metal. When referring to yellow or white gold 750 is equal to 18ct and simply means that 75% of the metal is pure gold, likewise with platinum 950 simply means that 95% of the metal is platinum.
How should I care for my Paspaley jewellery?
All Paspaley purchases come with pearl care instructions and a chamois for cleaning.
You can view our Pearl Care guidelines on this site.
How do I organise a repair or strand restringing?
To organise a repair or restringing of items purchased online, please contact our Personal Shopper who will assist you with this process. For repairs or restringing of items purchased in-store please contact your nearest Paspaley boutique. Unless otherwise stated, the standard time frame for a Paspaley repair or restring is 2 weeks from receipt of the item.