FREQUENTLY ASKED QUESTIONS
TRACKING YOUR ORDER
PASSWORD AND USER PROFILE
How do I place an order?
Placing an order with Paspaley is both secure and easy. When within Australia, the USA or UK, simply browse products you are interested in under the Collections or Jewellery menus and click the "Add to Bag" option for your selection. Repeat this process with all the items you would like to purchase. Once you have added your desired items, click on the small yellow shopping bag icon at the top right of your screen. 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 end of the checkout process.
For customers who live elsewhere in the world you can place your order directly through 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 in Australia only. Simply follow the purchase process, once you reach the Delivery step, add a "New Address" and enter the name and address of the gift recipient, then proceed to payment details, enter your payment method, your name and billing address as per normal. Please note that the billing name and address must match the details of the person paying for the purchase. 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 possible to personalise your gift with a complimentary message by selecting the box "include a message" located during the delivery stage of the checkout process, and entering your message.
Alternatively you may contact the Personal Shopper at any time through the details on our Contact Us page, to complete your sale via phone or email, and add your message.
Is GST included in the price advertised on Paspaley.com
All prices displayed on Paspaley.com are shown in Australian dollars and are inclusive of GST.
GST will be deducted from the listed price for international shipments. Please bear in mind that 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?
All purchases shipped to either the USA or UK are shipped via FedEx. Shipping takes approximately 1-2 weeks to these locations. Paspaley can assist with international purchases to countries other than the USA or UK, 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 (other than the USA or UK), please contact our Personal Shopper directly through the email/telephone contacts provided on either the product page, or in your My Paspaley Account.
How long will it take for me to receive my purchase if I live outside of Australia?
Delivery of products outside Australia depends on exactly where you live. Paspaley can dispatch international orders within five working days, 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
Paspaley will insure jewellery purchased on Paspaley.com up to the point of delivery. Items being returned to Paspaley.com for exchange or refund, repair or servicing will not be insured by Paspaley. Items will only be insured by Paspaley in cases where the item is being returned due to a fault by Paspaley and all guidelines provided by our Personal Shopper have been followed.
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 shipping confirmation email. To check the status of your Australian shipment, simply click on the link provided (https://auspost.com.au/mypost/track/#/search) and enter your tracking number. Shipments to the USA or UK are sent via FedEx. Shipments sent to countries outside of these regions are handled via third parties and may not be trackable via your shipping confirmation email.
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 the Personal Shopper’s 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, unless previously arranged with the Personal Shopper.
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.
How do I retrieve a lost password?
If you have forgotten or lost your password click on the My Paspaley link at the top right of your screen and then on the "forgot your password" link in the Member Sign In section. For the security of your account, you will be taken to a new screen, where you will be required to enter your email address as well as a Captcha code. You will then be sent an email with a password reset link. Simply follow the prompts to reset your password.
How do I make changes to my Paspaley.com account?
You may edit your account information at any time by clicking on the My Paspaley link at the top right of your screen. Once you have logged in, you may then edit your details as required.
What does signing up to a My Paspaley account give me?
Signing up for a My Paspaley account gives you access to multiple benefits including:
- Access your purchase history.
- Create and access your personalised Wishlist on any device.
- Access your own Personal Shopper for advice.
- Receive personalised event invitations, relative to your tastes.
- Book an appointment at your closest boutique for a unique viewing experience.
- Update your personal information at any time.
How is my personal information treated?
What is a certificate of authenticity
With each purchase of Paspaley pearl jewellery, which specifically contains an Australian Pearl, 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, however a more extensive range can be viewed at any of our boutiques.
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 our website.
What size are Paspaley rings and can they be resized?
The Paspaley E-Boutique carries a range of ring sizes. If your ring size is not immediately available we can provide your first ring resize free of charge.
Please note that if you order a ring in a size that is not immediately available, there may 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, but it is our recommendation that you see a professional to be fitted. It is important to note that the size of a ring can vary slightly depending on the particular design you have chosen.
When ordering a Paspaley ring, please bear in mind that we are unable to exchange or provide a refund for a ring that has been altered from its original size. If you find that 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./p>
How should I care for my Paspaley jewellery?
All Paspaley purchases come with pearl care instructions and a chamois for cleaning. As a guide, you can follow these tips:
- Wait until after applying makeup, perfume and hair products to put on your jewellery. Some chemicals may harm pearls.
- Wipe your pearl jewellery with the Paspaley pearl chamois provided before putting away.
- Store your pearl jewellery wrapped in a soft cloth to protect it from rubbing against harder gems or abrasive objects.
- Occasionally clean your pearls gently with a cloth dipped in alcohol diluted with warm water or in mild soapy water. Rinse the cloth in fresh water and wipe pearls clean. Dry with a soft cloth.
- Strands will require restringing from time to time, depending on how often they are worn. It is advisable to seek guidance annually on restringing. All strand purchases are offered one free restring per year.
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 3 weeks from receipt of the item.
Do all boutiques carry the same pieces?
Our boutiques do carry some different pieces and, in some cases, a specific design will only be carried in one or a few boutiques, rather than all. It is not always possible to produce multiple quantities of certain pieces. This is due to the nature of the Paspaley business, the rarity and difficulty in sourcing multiple pearls of the same type and quality, and the quality of our craftsmanship, with all pearls being hand-set in Australia.
If you see a specific piece online which you would like to view in one of our boutiques, please phone your closest boutique to check if they may carry that item. If not, they can arrange to have it shipped in for your viewing. If the item is not immediately available online then you may contact the Personal Shopper who can either order the piece for you, or make recommendations on alternative pieces.
Can I book an appointment to view an item in a boutique?
My Paspaley members can log in to their account and book an appointment with their chosen boutique through viewing products on their Wishlist, or through the Book An Appointment function in your profile.