Palas Jewellery FAQ (Frequently Asked Questions)

How do I place a retail order?

We prefer that you place your order through our on-line store as the payment gateway is secure and much safer for you. If you do prefer to place your order by phone please call our head office on
08 8232 7244 (international customers call +61 8 8232 7244)

How do I pay if I don’t have a credit card?

The Palas on-line store accepts Visa and Mastercard credit and debit cards only as payment via the secure ANZ payment gateway.

How long will it take to receive my Palas Jewellery order and what is the freight charge?

Most orders will be received by the customer within 1 to 2 working days of placing the order. Please allow longer for country areas and international orders. We do not ship on Saturdays, Sundays, or holidays.

Freight rate – a flat rate of AU $15.00 applies to all retail orders within Australia that are made through our website. We deliver by overnight Australia Post express post satchel. If no one is available to receive the parcel, an Australia Post parcel pick-up card will be left for you to collect your order from your nearest Post Office at your earliest convenience. Sorry no C.O.D.

To New Zealand - A flat rate of $20 applies to all orders made through our website. We deliver via Airmail registered post, and your signature is required on delivery, therefore, we recommend a work address if more convenient. We deliver to P.O. Boxes. Please allow 5- 7 working days for delivery. Sorry no C.O.D's.

All orders shipped outside of Australia and New Zealand will be charged a flat rate of $AU50. All orders will be shipped via FedEx air freight. Please allow between 7 to 10 working days for delivery. If no one is home for delivery, FedEx will leave a card for you to call them to arrange re-delivery. Sorry no C.O.D's or P.O. Boxes. All prices are in Australian dollars.
Please note: orders shipped to international regions may be charged import taxes and duties by your own country and are your responsibility to pay.

I saw a Palas design in a store but I can’t find it on-line?

Generally if a Palas jewellery design is not on the website it means that we have sold out of it completely and it has been discontinued from the Palas jewellery collection. If you would like further information on a particular design please contact email@palas.com.au with your query.

Does Palas offer on-line gift vouchers?

Unfortunately Gift Vouchers are not available on the Palas on-line store but many of our stockists throughout Australia offer gift vouchers in their respective stores. Please contact Palas for retail stockists in your city or town email@palas.com.au
Does Palas offer gift wrapping for on-line retail purchases?

Palas will gift wrap for an additional charge of AU$3 per item (one charge for each item requested for gift wrap). Palas will tuck each item safely in a Palas red satin pouch with a ‘certificate of style and quality card’ included in each pouch. The pouch/pouches will be wrapped in red tissue paper with rich red satin ribbon and boxed in a Palas red box for delivery. The invoice will not be sent with the order if the items are being sent to a different address other than that of the purchaser.

What do I do if my order hasn’t arrived?

Once the order has been dispatched you will receive a confirmation email from Palas. If you have not received your parcel within three days of dispatch please check with your local Post Office as your parcel may be waiting for a signature before delivery.

International Orders – please check with your local Post Office. Your parcel may be waiting for a signature before delivery.
Or please contact our on-line store on 08 8232 7244 (international customers call +61 8 8232 7244) or email@palas.com.au

Can I return my order if I have changed my mind?

All returns must be made within 7 days of invoice date. Please return all items in the original packaging and in the exact condition as received. All Palas jewellery pouches must also be returned. If any item is not received in the exact condition as dispatched a refund or exchange will not be offered. Any damage incurred during transit to Palas is the responsibility of the sender and any damaged items will not be refunded or exchanged. Palas will return your exchanged items to you at no further freight charge (Australian orders only).

For refunds we will credit your original method of payment excluding delivery (unless goods are faulty or not as ordered) or we can also hold a credit against your membership.

If you would like to exchange colour or style please follow the same instructions as above indicating your requirements on the return form and include balance of payment in form of credit card details (card number, expiry and card holder name). Palas will return your exchanged items to you at no further freight charge (Australian orders only). $15 return freight charge for New Zealand and $50 for other international orders. Please include an alternative jewellery item selection as we may have sold out of your first choice.

Palas is not responsible for customer returns that are not received. No return or exchange on sale items. No return or exchange on earrings due to health regulations.

Please ensure you have made your selection carefully.

Refunds and exchanges are generally processed within 48 hours of receipt. Please ensure you complete your return form thoroughly to avoid delays.

Download & print your returns form here

Send returns or exchanges to >

Palas >
28 Tomsey Court
Adelaide
SA
5000

Palas only accepts returns purchased from palas.com.au on-line store. If you have purchased Palas jewellery from another retailer please contact that retailer directly.

Please note we reserve the right to cancel any order at which time we will immediately notify this action by e-mail or phone using the e-mail address or number/s provided. We will refund the monies paid using the original method received. All orders are subject to availability of stock and we reserve the right to take reasonable steps to verify that the order and credit details are bona fide.

Terms and conditions >

Purchasing >

The Palas on-line retail store is designed for individual purchases for personal use at recommended retail prices in Australian dollars (AUD) and is not to be used for commercial purposes. If you intend to on-sell our product through a retail store, online business or other commercial entity, please contact the Palas wholesale division > anna@palas.com.au and refer to the relevant section of our wholesale website www.palasjewellery.com.au

Palas reserves the right to refuse any order which is considered for commercial use.

To place a phone order >

Call 08 8232 7244 (international customers call +61 8 8232 7244) from 9am - 5pm, Monday – Friday EST.

To send a fax order >

Please print out the order page (with all of your contact details) and fax it to 08 8232 0599 (international customers fax +61 8 8232 0599)

To place a mail order >

Send your order to >
Palas
28 Tomsey Court
Adelaide SA 5000
Australia
Please do not send cash or any payment with your order (unless it is your credit card details) until we have confirmed your order with you.

Order confirmation >

You will receive an order confirmation number at the conclusion of your order process as well as a confirmation email including order number and the total amount (AUD) to be charged.

Palas accepts the following credit and debit cards >

Visa
Mastercard

Credit Card transactions are processed through the ANZ Secure Payment Gateway.
Your card details are not disclosed to us and are not held by us in our database.
Palas does not accept cash. All payments must be processed through the on-line store. If you do not have a credit or visa/matercard debit card then Palas may consider accepting a money order or bank transfer for your order but you will need to fax or phone your order through with this request as the on-line store will not allow you to complete your order without credit card payment.

www.palasjewellery.com.au uses the most current Internet security to keep your information secure. If you are uncomfortable trusting your personal data on the Internet, please call 08 82327244 (international customers call +61 8 8232 7244) or print out your selections in your shopping basket and mail it to > 28 Tomsey Court Adelaide SA 5000 or fax it to 08 8232 0599 (international customers fax +61 8 8232 0599). Please ensure all of your contact details are provided. We will then contact you regarding payment.

To check your order status >

Once you have placed your order through this site, you will receive a confirmation email with information about your purchase and an order number. You will also be notified via email when your order has been dispatched.
To check on the status of any other order please phone Palas on 08 8232 7244 (international customers call +61 8 8232 7244) or email@palas.com.au

Guarantee >

Palas guarantees the quality and workmanship of all Palas jewellery and will repair or replace any items that may have what Palas considers to be a manufacturing fault. Returns will only be considered for repair or replacement within a purchase period deemed reasonable by Palas.

Mishandled/ damaged jewellery by the final purchaser is not the responsibility of Palas and will not be repaired or replaced. Palas will also charge an additional $15 to your credit card to return the items to you if they are deemed damaged by mis-handling and therefore not replaced or repaired as a manufacturing fault. If the issue is genuinely a manufacturing fault Palas will not charge return freight for your repaired item or replacement item.

Palas product information >

The Palas jewellery collection is designed by Anna Dimond for Palas in Australia. All Palas designs are hand crafted in 925 sterling silver e in Indonesia with some pieces also featuring brass and bronze details with sterling silver. The Palas collection also features quality world coins, resin and leather.

Packaging >

Palas designs are carefully polished and packed with Palas information cards to let your customer know that their Palas jewellery is quality sterling silver [925] and designed by Palas in Australia. Every jewellery piece is complimented with a stunning red satin Palas jewellery pouch and ‘certificate of quality and style’ as well as a Palas swing tag.

Jewellery care >

All designs are hand crafted in sterling silver (925) and this can tarnish over time. For general care use a silver polishing cloth (design #POL), to revive your favourite Palas pieces. Individuals’ skin reacts differently to metals and some who have a highly acidic skin may tarnish silver more quickly than others. Avoid cleaning products, chlorine, hairspray and perfume as these can damage sterling silver, antique brass, gold plate, mother of pearl, gemstones and pearls. Earrings have an elegantly curved hook that must be handled with care. Gently open the hook a millimetre or so and ease into the ear to avoid bending out of shape. Palas sells fabulous jewellery polishing cloths imported from Japan (design #POL), add one to your order to have at home and maintain the luster of your Palas jewellery collection.

Ring sizes >

Rings are available in 3 sizes. Each is hand crafted and the sizing may vary slightly. Please follow our ring template and sizing guide to give you an approximate size.
Download the ring size template here

Palas retail stockists in Australia >

Palas is currently stocked in over 500 beautiful retail stores throughout Australia and New Zealand. Please call or email us to find out where you can source Palas in a retail store near you.

Copyright >

© Palas Emporio Pty Ltd. All jewellery in the Palas range (and as contained within this on-lien store, brochure and other marketing material) is designed by Palas Emporio Pty Ltd and all rights in respect of our designs remain the property of Palas Emporio Pty Ltd.
Any reproductions of the images or the innovative designs contained within this on-line store/website, brochure and any other Palas marketing material is strictly prohibited.
© Palas Emporio Pty Ltd
All rights reserved

Privacy >

Your privacy is important to us. We will not disclose or sell your information to any third party unless clearly specified and acknowledged by the subscriber. Full detail of our privacy policy is available at the checkout options when you finalize your purchase with Palas.