Shipping policy

DELIVERY TIMES

Most of our pieces are made to order, and the estimated delivery date is shown on each product page — based on the time needed to craft that specific item.

  • Free Express Shipping is included Australia-wide.
  • In a hurry? Add Rush Service on the product page or at checkout — it puts your order at the front of the queue so we can get it to you faster.

Note: Delivery times are estimates only and will vary based on your location. Please allow plenty of time if you have a specific date in mind for a surprise proposal!

SIGNATURE ON DELIVERY

A signature is required upon delivery, where responsibility of the goods is passed to you. It's the purchaser's responsibility to ensure their availability for signing, as goods will not be left unattended. We suggest choosing a delivery address where you know someone will be present to receive delivery.

In the event of your absence, a card will be left for you to collect the goods from your local post office. Failure to rearrange delivery or collect the parcel may result in its return to our warehouse. For redelivery arrangements, contact us at hello@diamondrensu.com.au. Please note there may be redelivery charges.

If you specify a recipient other than yourself, their signature is considered evidence of delivery and fulfillment, transferring responsibility.

DELIVERY ADDRESS

  • For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
  • We will not ship to P.O. box addresses. We need a residential or office address for delivery.

INSURANCE & TAXES

  • GST, Import Duties & Fees
    GST, import duties & fees are all paid by Diamondrensu Australia. There is nothing more to pay for our customers.
  • Insurance
    Parcels are insured for loss and damage up to the value as stated by the courier.


DELIVERY TRACKING

  • Upon dispatch within Australia, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
  • If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.


DAMAGED OR LOST PARCELS

  • Parcels damaged in transit
    If your parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service.
  • Parcels lost in transit
    We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.


CANCELLATIONS

If you change your mind about an order, please message us within 48 hours of placing the order. For cancellations requested after 48 hours, a cancellation fee of 15% of the total order amount will be charged.

If an order has already been dispatched, please refer to our refund policy.


CUSTOMER SERVICE

For all customer service inquiries, please email us at hello@diamondrensu.com.au