Shop Policies

Welcome to the Kay Gray Art Studio’s online store. There are probably a few things you would like to know before you finalise a purchase. Hopefully all your questions are answered below. If not, please contact me on here and I will get back to within 48hrs.

Making a purchase

I will ship anywhere in the world. See ‘Shipping information’ for more details.

Once you have placed your order, I’ll contact you by email to confirm the delivery date. It usually takes 5-10 days for local orders and 7-14 days for international orders.

**PLEASE NOTE: Australia Post is currently experiencing delays with delivery to some countries. See if you are affected here

Once an order has been placed, it cannot be cancelled. If you have made an error with your order, please contact me as soon as possible.

If you order a number of items and if an item is required to be on backorder, I will ship all available items and arrange and pay for the shipping of the remaining item/s as soon as they’re ready to ship.

If you’d like something gift wrapped and a personal card included, please include information about your requirements in the ‘notes’ field during checkout.

Although I strive to always display the correct availability of products, an item may have gone out of stock at the time of your order. If this happens, I will contact you via email or phone as soon as possible. You will then have the option to choose another item or to have the piece made to order – meaning that I will make another piece specifically for you. If you choose not to wait, you have the option to either exchange the item or receive a refund of the retail price.

Should you require any adjustments to be made to a piece once you have received it (ie. ring resizing, etc) there will be a charge. You will be responsible for postage back to my studio.

I take special care to ensure that the colour, design, and style of the products displayed on my website are representative of the original products, however slight variations may occur for technical and other reasons. If you have any questions about the products, please don’t hesitate to email me.

I do reserve the right to cancel any order placed by a customer with whom there has been a dispute concerning a prior order, or if I have reasonable grounds to suspect that such a customer has violated these terms and conditions or is engaged in fraudulent activities.

Made-to-order pieces

Most items on the online store are available for immediate shipping – simply click ‘Add to cart’ and you’re good to go!

However, some pieces are made-to-order – this will be indicated clearly in the title and in the product description.

When purchasing a made-to-order piece online, you will be prompted to pay the full amount, including shipping, up front. Your order will take approximately 2 to 4 weeks to hand-make.

Once your piece has been handmade, it will be shipped via Express Post and I’ll notify you that the item is on its way. Please note that once an order is underway, it cannot be cancelled or changed. Any alterations to your final commission will be at your expense. I cannot accept returns on made-to-order items for change of mind.

Ordering a customised piece with adjustments

All of the pieces that you see in our online collection can be customised for your needs. Found a ring, but you’d rather it with a wider or narrower band? Would you prefer a larger stone or a different colour/ cut? These adjustments are definitely possible.

If you were planning on changing any elements of any item, I would send you a quote and if you are then happy to proceed, I’ll email you an invoice for the total amount including shipping – full payment is required to confirm the order. I normally allow 2-4 weeks to custom make a piece, and in the case of rings, this allows time for the possibility of a sizing sample ring to be sent to you to make sure the finger size is correct.

Please contact us via email if you require your piece to be made in a shorter period of time and I’ll confirm if this can be done.

Please note once an order has been placed it cannot be cancelled or changed. As your piece is being hand made to suit your specific requirements, please understand that the finished product cannot be returned or exchanged. Any alterations to your final commission will be at your expense.

All prices are in Australian dollars and are inclusive of 10% GST (Australian Government Goods and Services Tax). They are not inclusive of shipping costs. For international orders, the GST amount will be deducted from the price of each purchase or order.

All international purchases are exempt from Australian taxes; however, they may incur taxes and duties applied by customs in the country where the order is delivered. The responsibility for any customs duties, foreign taxes or other fees, which may be imposed, will rest with the customer. To determine exactly what these charges may be, it may be necessary to call your local customs office to gain further details.

All prices are set by the individual artist and reflect the value of a handmade item by an independent maker. Prices are subject to change without notice.

The customer is required to pay for any order placed on this website immediately upon confirmation of the order. My website is hosted on Big Cartel and accepts payment by card via Stripe, or with PayPal

In the rare circumstance that an incorrect price has been listed online due to a genuine mistake, we reserve the right to refund your payment and cancel the sale.

Problems incurred during delivery

Should an item be damaged while in transit, please take pictures of the damage and contact me immediately upon receipt. I will request that you return the item to be repaired. If the item is damaged beyond repair, we will place an insurance claim for the damaged item to be replaced.

Return postage will be reimbursed in case of damaged, defective or incorrectly sent items and a reimbursement will be issued in the original form of payment. In all cases, original proof of purchase must be provided and products must be returned within 7 days of receipt to process any refund or exchange.

If you do need to post something back to us, please retain your postal receipt until you are certain your parcel has been safely received. I may need a copy of the receipt to investigate if the package is not delivered. Items should be returned in the original packaging to ensure that they are adequately protected whilst in transit.

I will do my best to process returns within 7 business days.

Photography Disclaimer

Colours may vary from the images shown. Every screen has different capability to display colours, and every individual may see these colours differently. For this reason, I cannot guarantee that the colour you see accurately portrays the true colour of the product in person. If you have any questions about colour, please contact me directly for more images/videos.

ONLINE ORDERS
Jewellery is a very special purchase. I hope you will love your purchase for a very long time. If you feel like that is not going to happen for whatever reason I am happy to arrange a refund or an exchange if the item is in its original condition and packaging

Please keep in mind…..

Items must be returned within 21 days of purchase with the order details/ proof of payment;
2. You must provide your name, phone number and address;
3. Custom orders or made-to-order items cannot be returned for change of mind;
4. The returned items must be unworn, in original condition in the original packaging.

If you request a refund, the purchase price (excluding delivery charges) will be refunded to you using the original payment method once we have received the item in original condition.

If you request store credit, you must use this within three years of issuing. After three years, your credit will expire and cannot be redeemed.

How do I return/exchange an item purchased online?

Please email me and I’ll forward you instructions for where to return your parcel.

You are responsible for any shipping and any additional postage charges.

In the event that your product is lost or damaged in transit I cannot not be held liable. I recommend that you pack the item so that it is adequately protected whilst in transit and that it is sent by registered and insured mail.

If the product that you have chosen to purchase is of a greater value than the item you exchanged it for, I will send you an invoice for the difference. If the exchanged item is lower in value, you will receive a store credit for the difference.

Your privacy is important to me. Any information that is collected in relation to your order is kept strictly secured. I do not pass on, sell or swap any of your personal details with anyone. We use this information to identify your purchases, provide you with updates and to personalise your shopping experience—and that’s all. All payments are processed through PayPal or Stripe

Please see PayPal Privacy Statement for PayPal’s privacy statement and

Stripe Privacy Policy for Stripe’s Privacy Policy.

I may change this policy from time to time by updating this page. You should check this page occasionally to ensure you are happy with any changes. This policy is effective from November 2022.

Collection of personal information

The primary purpose of collecting any personal information is to facilitate purchases from the online store, and to provide you with updates such as product launches, news, events and sales.

Disclosure of your personal information to third parties

I do not disclose any personal information to third parties.

Repairs

I’m happy to repair all items made by me. Please send your item via registered and insured mail. Please include your details and include any information about what repairs are required. Upon receipt, I will confirm the price for your repair before proceeding.

Faulty items

All items are quality controlled and checked for any faults before being shipped to you. Should you receive an item that is faulty, not in perfect condition or if you are dissatisfied with anything you have purchased, please contact me by email. The item must be returned within 21 days, with proof of purchase.

Unless otherwise indicated, I reserve all intellectual property rights, this includes, but isn’t limited to, copyright in material and services provided by the website. The material provided on the website is provided for personal use only and may not be resold, redistributed, reproduced, duplicated, copied or otherwise exploited, without my prior written consent.

Contact details

If you have any questions or feedback, please contact me via email here

ABN 40 237 702 027

Kay Gray Art Studio

https://www.kaygray.com.au