Carella Jewellers - Orders, Policy & Postage
Contact Us
Carolyn would welcome the opportunity to earn your
trust and deliver you the best service possible
Location: Rockhampton 4700, Qld, Australia
Contact: Carolyn Stevenson
Phone: 0407554160
You will receive a reply within 48 hours
(if you do not receive a reply - your email was not received)
Business Hours
9.00am - 5.00pm Weekdays
9.00am - 2.00pm Saturday
Closed Sunday and Public Holidays
Appointments can be made outside of these hours upon request.

Custom Orders
Quote Wait Times - Quotes will be completed in 1 week or less.

Wait Times - Custom Order wait time is dependent on how many other Customers' Order are in front of yours and how complex your piece is to make. Usually 4-8 weeks.
If you require your Order in a certain time frame please ensure you have paid the 50% deposit promptly.
For any furthur questions give Carolyn a call. She will do her best to accommodate you in the time frame you need your piece by.

Deposits - On all Custom Work there is a Deposit required to start the Make, approximately 50% of the Quoted price. Work will not commence until payment is received. This is used to purchase materials for the Design. Payment can be made via Direct Deposit, Cash or Credit Card.

Final Payment - Can be made by Cash or Credit Card. 
Or Pre Arranged Direct Deposit 3 days prior to delivery.

Cancellations - If the custom order is cancelled after the materials have already been purchased or Carolyn has already started to make the order - a portion of the deposit will be kept to cover loss of Labour and Materials. Each order will be different & Customer will be notified of how much this will be. This also applies to Jewellery Ordered in from a Supplier especially for a Customer.
Returns Policy & Warranty
If you are unhappy with your order for any reason please contact us within 5 working days of receiving your package. We will do our best to resolve the problem quickly.
Refunds and exchanges are considered on a case-by-case basis.
If goods are faulty they will be replaced/repaired.
As per ACCC Guildelines.
Warranty is not applicable if customer has requested we use old/scrap gold remelted, because we can not guarantee there is no foreign particles in the melt that will affect the jewellery later on ( it is not uncommon for remelted jewellery to crack years later - for no obvious reason). Because of this we prefer to use new metal on our makes. All customers will be notified of this when they request to use old gold in the new make.
All Earrings & Chains will come in an organza pouch your choice of black or hot pink. Rings will come in Gift Box with ribbon on top. Bangles will come in black square Gift Box. Pendants will come in Gift Box. All Beaded Pendants come in an organza pouch, your choice of black or hot pink. If Pendant & Chain or Matching Earrings & Pendant are purchased, both will be Gift Boxed together. We will ensure the jewellery is adequately padded so it is not damaged during transit.
If you live in the Rockhampton/Gracemere area contact us & we can arrange FREE delivery instead.
We will contact the buyer by email, to confirm the purchase & mailing address before we post the goods. Payment must be made in full and have cleared before the item is shipped. If you are having any issues with PayPal, please do not hesitate to contact us and we will assist you in anyway that we can. Carella Jewellers uses Express Post Satchel 500g. This option has signature on delivery and the ability to be tracked. Extra cover is available at an extra cost. When your parcel is lodged over the counter at Post Office they will give a receipt as proof of shipment. We can then email you with the tracking number. Click here to see if your postcode is in the postal areas for Next Business Day Delivery. If outside this area it will be delivered the following business day. Contact us by email if you are from overseas so we can arrange suitable delivery method.Please refer to Australia Post website, Calculate Postage for more information by clicking here.
If you have any questions that you would like answered prior to purchasing a product please give me a call or email.