Shipping & Returns


Showcase Jewellers offer customers two methods by which products purchased from the Showcase Jewellers public website can be delivered to their intended recipient:

  • In-store Pick-up

  • Courier to Address

In-store Pick-up

This simply involves the customer entering the given Showcase Jewellers store to pick-up the product that they may – or may not have – paid for ahead of arriving at the store. For security reasons, we do not allow any person other than the purchaser to pick-up the product which they ordered.

At the time of picking-up your product you will need to present store personnel with:

  • a) The same credit card that you used to pay for the product via the Showcase Jewellers public website (if indeed you did pay online prior to entering the store).

  • b) Photo Identification – specifically either a passport or driver’s licence.

  • A hardcopy of the Purchase Order.

If you didn’t pay for the ordered product via the Showcase Jewellers public website prior to entering the given store to pick-up your product, then you will need to do so prior to store personnel releasing the product to you in-store. Note – you must be 18 years of age or older to purchase any products from any Showcase Jewellers store using any type of credit card. In all cases where a customer wishes to pay for their ordered product using a credit or debit card, the purchaser must be the legitimate/ authorized credit/debit cardholder. Showcase Jewellers personnel reserve the right to ask for proof of identification in relation to any given purchase transaction.

In all cases where a customer wishes to pay for their ordered product using a credit or debit card, the purchaser must be the legitimate/ authorized credit/debit cardholder. Showcase Jewellers personnel reserve the right to ask for proof of identification in relation to any given purchase transaction.

Courier Delivery

JIMACO contracts the freight services of a global freight aggregator called Temando, to deliver products that customers purchase from the Showcase Jewellers public website to the specified delivery destination.

Through the range of freight providers that Showcase Jewellers use within the Temando network, Showcase Jewellers are able to courier jewellery and related products that customers order via the Showcase Jewellers public website to not only any valid delivery address in Australia and New Zealand, but to particular other countries around the world as well. Note – a limited range of international shipping options will be become available after Stage One launch of the Showcase Jewellers public website, and may be extended upon thereafter over time.

As a part of establishing and representing their Showcase Jewellers business within the Showcase Jewellers public website, each individual Showcase Jewellers store owner selects which delivery destinations they are happy to courier products to which have been purchased from their specific store via the Showcase Jewellers public website.

Broadly, the options that store owners choose from are:

  • (Australian based stores) Deliver to any street address within Australia only

  • (New Zealand based stores) Deliver to any street address within New Zealand only

  • (Either Australian and/ or New Zealand based stores) Deliver to any street address within either Australia or New Zealand

  • (Either Australian and/ or New Zealand based stores) Deliver to any street address in any country that is listed as a delivery destination in the Showcase Jewellers public website

So, it is completely at the discretion of each individual Showcase Jewellers store owner as to whether they are willing to courier purchased products within the same country that their Showcase Jewellers store is located in, or trans-Tasman, or globally.

Where a Showcase Jewellers store obliges the ‘Courier to Address’ option, then this is the process which unfolds:

  • Step One - customer payment is approved and successfully processed.

  • Step Two - Showcase Jewellers store personnel packages the purchased product and puts it into an appropriate courier satchel/ bag.

  • Step Three - all required documentation to accompany the packaged product is prepared by store personnel and attached to the courier satchel/ bag.

  • Step Four - store personnel enter the to-be-sent courier satchel into the Temando freight system, and having done so – if you are a registered Showcase Jewellers customer (i.e. a Showcase VIP Club Member) then – you will see the status of your shipment appear in your Customer Dashboard.

Thereafter (if you are a Showcase VIP Club Member) you can track the movement of your purchased product from the Showcase Jewellers store that you purchased it from to your specified delivery address.

Depending on which courier option you select, the nature of the product (e.g. custom-made jewellery will necessarily incur a longer delivery lead-time compared to already-manufactured jewellery), the destination of the purchased product(s) and the availability of the product(s) that you have ordered from the stockist(s) you have selected; typical delivery lead-times from receipt of order are:

Within Australia -

  • 'Standard Courier Delivery' service = 1 – 2 days (eastern seaboard) or 3 – 4 days (western seaboard).

  • 'Express Courier Delivery' service = same day, or overnight (overnight air service is used).

Within New Zealand -

Because of the relatively small geographical size of New Zealand – and therefore the little difference that arises between ‘standard’ versus ‘express’ delivery services, Showcase Jewellers will deliver to destinations throughout New Zealand within 0 – 2 days (which is dependent on the location of the delivery destination relative to the chosen store/ seller).

Determining the Whereabouts of Your Purchased Product

If you have any queries relating to the delivery of your purchased product, then please follow this escalation process to determine the status of your courier shipment...

Level One Enquiry - upon registering as a Showcase Jewellers customer (i.e. upon becoming a Showcase VIP Club Member), access your Customer Dashboard to see what stage in the delivery process your product has reached.

Level Two Enquiry - contact the specific Showcase Jewellers store to enquire whether or not your product has been sent yet, and if it has when it was sent and approximately where it is in transit to the specified destination. Note – each Showcase Jewellers store has visibility of – and therefore the ability to track - all end customer courier shipments that relate to products purchased from the Showcase Jewellers public website.

Level Three Enquiry - if you don’t receive sufficient information to answer your query from the specific Showcase Jewellers store that you purchased the given product from, then please direct your enquiry to:

  • Customers who purchased via the Australian Showcase Jewellers website -

  • Email: sales@showcasejewellers.com.au

  • Ph: 0061 (0)2 8566-1800

  • Customers who purchased via the New Zealand Showcase Jewellers website -

  • Email: nzsupportcentre@showcasejeweller.com

  • Ph: 0064 (0)6 834-0874

Acceptable Product Delivery Addresses

Where a customer chooses to have their purchased product couriered to a specified delivery address, such an address must be a street address at which an inhabited building is located.

Products will not be delivered to

  • Post Office Box addresses.

  • Private Bag addresses.

  • Rural Delivery addresses.

...no exceptions.

The recipient must be in attendance in the building at the nominated delivery street address at the time the freight company arrives to deliver the product, in order for the freight company to hand over the product to the rightful recipient. In all cases, the freight company will not release the product to the recipient until it has been signed for. It is in the best interests of the purchaser and recipient if the recipient confirmed by the purchaser in their order is the person who signs for the delivered product – not someone else on their behalf.

Products Sold to Customers Who Live Outside the Country in Which the Seller is Located

Should a purchaser choose to courier their purchased product(s) to international destinations, then their product(s) may be subject to Duty and/ or Customs Charges and/ or Taxes on arrival which are applicable to the country that the delivery address is located in. These costs are not known to the seller at the time the purchase is made, and the purchaser is responsible for learning what these costs are, understanding if they will apply to their purchase, and paying these costs in the event that they are applicable.

Where a product is required to be couriered/ exported to a country outside of the country that the Showcase Jewellers store that sold the product is located in, then the purchase price payable by the purchaser excludesGST and the Showcase Jewellers website will automatically deduct the GST content from the purchase price.

Important –

At the time you (“you” being the purchaser, or a recipient other than purchaser – whoever receives the courier consignment) take receipt of the courier satchel/ parcel which contains your purchased product, open the satchel/ parcel whilst the freight company representative is still with you – and certainly before you sign their delivery register (manifest) – and inspect the packaging the product for any signs of damage. Ideally do this BEFORE you sign the freight company manifest confirming that you received the consignment safely/ securely and undamaged.

It is a little more difficult to lay a claim and achieve a successful outcome with a freight company after the recipient of a consignment has signed a freight manifest confirming receipt of goods in undamaged condition. You are absolutely within your rights to request the freight company representative to wait whilst you check the contents of your consignment, before signing their freight manifest.

Product Returns for Repair/ Replacement

All products sold by Showcase Jewellers stores (or JIMACO) located in Australia are subject to the Consumer Guarantees Act 1993 (guides which interpret this Act can be found here: http://www.consumerlaw.gov.au), and all products sold by Showcase Jewellers stores (or JIMACO) located in New Zealand are subject to the Consumer Guarantees Act 1993 (guides which interpret this Act can be found here: http://www.consumer.org.nz).

Once in possession of their purchased product, if a customer considers that their product is defective/ faulty in some way which renders it unfit for its intended purpose, then irrespective of whether the customer wishes to seek a remedy for their product under guarantee or not, in the first instance the customer must contact the specific Showcase Jewellers store which sold/ despatched the product to them to discuss and agree arrangements for the product to be returned for inspection by the store. This initial contact will also determine what insurance arrangements either exist, or which must necessarily be brought into effect to cover the risk situations (loss/ theft/ damage) whilst the product is in transit being returned.

If the customer is a registered Showcase customer (Showcase VIP Club member), then you can initiate the necessary product return steps in your Customer Dashboard. Go to the Showcase Jewellers public website and login. Once logged-in click on "My Orders" to locate the relevant product that you want to return. Tick the "Return" box and choose the relevant reason why you are returning the product from the "Reason" dropdown menu.

Proceed to download and print the required courier return label, and apply this to the outer packaging of the packaged product (make sure the product is securely wrapped inside the outer packaging – we recommend that you use plastic bubble-wrap for this purpose). If you cannot, or don’t have the means, to print a hardcopy of the courier label yourself, please advise this to the Showcase Jewellers store that you are returning the product to and they will take care of printing the label for you and will send it to you. Once you have placed the product in its original packaging (e.g. ring box) and have encased it in bubblewrap, please insert the bubble-wrapped product into a plain bubble-wrapped lined satchel - which are readily available from your local stationery agent (e.g. OfficeMax, Stationery Warehouse, etc), and apply the freight label to the outside of this satchel.

All products to be returned should be returned in their original packaging with the original product tags attached wherever possible. All products to be returned must be unblemished and unharmed upon their arrival back with the seller.

Once the given store has received the affected product and has had time to closely evaluate it to determine which remedy to apply, if the store owner confirms that the reason for the fault/ defect justifies and entitles the necessary remedy to be applied under guarantee, then the store will:

  • After communicating to the customer the remedy that it considers would be best to apply, proceed to apply the remedy at nil cost to the end customer.

  • Appropriately package and return the remedied product to the customer at nil cost to the customer.

However, if the store owner instead determines that the circumstances which gave rise to the fault/ defect occurring were related to environmental factors (e.g. where/ how the product was worn) rather than substandard manufacturing or an inherent fault with one or more element of the product or similar, then the store will:

  • Communicate this determination to the customer, advising that there are no grounds for a claim under guarantee and that any remedy applied to the product will therefore result in the customer being charged for the work performed.

  • Communicate the type of remedy required and the cost involved to the customer

  • (In the event the customer instructs the store to proceed) perform the remedy work required.

  • Appropriately package and return the remedied product to the customer, charging the customer both the courier cost incurred when the product was returned by them to the store for inspection, and the courier cost incurred by the store upon returning the remedied product to the customer.

Whenever a Showcase Jewellers store evaluates a product which has been returned by a customer, authorized store personnel will closely examine the product and determine whether the remedy to apply should be:

  • To repair the product

  • To replace the product

  • To provide a refund (by way of credit note or cash or cheque or credit card charge reversal).

If the problem is minor then the relevant Showcase Jewellers store can choose whether the remedy should take the form of repair or replacement or refund. However, if the problem is a substantial fault/ defect and/ or cannot be put right within a reasonable period of time then the customer reserves the right to:

  • Reject the product and receive a refund up to the full purchase value of the product. Note – any freight costs incurred are non-refundable.

  • Reject the product and receive an identical replacement product – or one of similar value if such an alternative is reasonably available

  • Keep the affected product and receive compensation for the drop in its value caused by the fault/ defect.

Irrespective of what the type or severity of the product fault/ defect is, or what remedy is chosen, the relevant Showcase Jewellers store has an obligation to comply with the Consumer Guarantees Act. The provisions of this Act – in the case of both Australia and New Zealand – equally apply to all products which feature in the Showcase Jewellers public website that Showcase Jewellers stores sell to customers who are located in Australia, New Zealand and elsewhere in the world.

A customer claim for repair, replacement or refund due to the customer changing their mind about a product that they purchased, is not a valid claim under the Consumer Guarantees Act; and therefore it is at the discretion of the given Showcase Jewellers store owner whether or not they will oblige a product return under such circumstances – and if they are willing to oblige some sort of settlement, the exhaustive range of options the customer has to choose from.

A customer has the right to cancel all or part of their purchase order in the event that the seller that the order is directed to fails to supply one or more product relating to the given order within a reasonable period of time. For the sake of clarity, “a reasonable period of time” is defined as follows:

  • a) For a product which is already manufactured and is available for retail sale from either a Showcase Jewellers store or from the relevant supplier of the given seller, a reasonable period for the seller to distribute the ordered product to the end customer is within 14 days.

  • b) For a product which must be manufactured (e.g. custom-made jewellery item) and therefore is not available for retail sale to the seller at the time the seller receives an end customer order, a reasonable period for the seller to distribute the ordered product to the end customer is within 30 days.

In the event that it takes a longer period of time for the seller to distribute one or more ordered product than the "reasonable periods" defined above, then the end customer reserves the right to cancel their order – either the entire order or the part thereof which relates to the unavailable product(s), and receive the corresponding refund.

It is the policy of JIMACO and Showcase Jewellers stores that in all cases where a refund is due, the amount paid/ refunded excludes any courier/ freight costs that have been incurred in relation to the original purchase order.

In all cases, should a customer wish to invoke their right to cancel their order due to the delivery timeframe of one or more of their ordered products exceeding the relevant "reasonable period of time" (as defined above), then they must either use the Contact Form within the Showcase Jewellers public website or send an email to the relevant seller to confirm such a wish. Cancellation advice sent to the seller must include:

  • Purchase Order Number

  • Date that the Purchase Order was created

  • Name of Purchaser

  • Purchaser’s contact phone number

  • Product Code and Description of each of the products that the cancellation request relates to

  • The Price paid for each of the products that the cancellation request relates to

In all cases, in the event that any seller of products featured in the Showcase Jewellers public website determines that one or more product ordered by an end customer cannot be distributed immediately upon receipt of the customer’s order, that seller will communicate an electronic message (email or other) to the purchaser advising them:

  • Which products featured in the purchase order cannot be supplied immediately.

  • When (an indicative date) they expect to receive those products that are not immediately available for distribution, to then in turn be able to supply the same products to the end customer.