Shipping Policy
Effective date: October 9, 2026
We deliver to Australia and New Zealand. Every piece is made to order by our partner jewellery workshops in Shenzhen, China, and ships directly from there to you. Delivery time is made up of two parts: production and shipping.
How long it takes
| Production | Shipping | Estimated total | |
|---|---|---|---|
| Australia | 10–15 business days | 4–10 business days | 14–25 business days |
| New Zealand | 10–15 business days | 4–10 business days | 14–25 business days |
- Estimates count from the business day after you order, when the 24-hour change window has passed and your order goes into production (see "Order changes and cancellations" below). Business days are Monday to Friday, excluding public holidays.
- Holiday periods in China — mainly Chinese New Year (late January or February) and National Day week (1–7 October) — pause production at our workshops. If your order falls in or just before one of these periods, it will take longer: we'll email you a revised estimate within one business day of your order, and if the new date doesn't work for you, you can cancel for a full refund.
- Customs clearance can occasionally add a few days. We will keep you updated if your parcel is held.
Shipping costs
Tracked shipping is free on every order to Australia and New Zealand. The total you pay is always shown at checkout before you pay. Prices are listed in US dollars (USD); your bank converts the amount to AUD or NZD on your statement.
Where we ship
We currently ship to Australia and New Zealand only. If you live elsewhere, email us at ksenia@enbom.site and we'll let you know whether we can help.
Our parcels travel with express couriers that need a street address, so we can't deliver to PO Boxes or Parcel Lockers.
Tracking
Every order ships with tracking. When your order leaves the workshop, we email you the tracking number and a link to follow your parcel. Your parcel may need a signature on delivery, depending on the carrier and the order value.
Duties and taxes
- Australia: orders with a customs value of AUD 1,000 or less are low value imports — no customs duty is charged, and no import GST is charged on delivery. Every piece in our shop is well under this limit. If a single order goes above AUD 1,000, the Australian Border Force may charge GST, duty and clearance charges, which are paid by the recipient.
- New Zealand: orders worth NZD 1,000 or less are not charged GST or duty at the border. If a single order goes above NZD 1,000, the New Zealand Customs Service may charge GST and fees, which are paid by the recipient.
If you refuse to pay charges that apply and the parcel is returned to us, we will refund the item price less any return charges the carrier bills us.
If your order is delayed
We base our estimates on the production times our workshops quote and on our carriers' published transit times. If we find we can't ship your order within the production time shown when you ordered, we will email you before that time runs out with a new expected ship date and give you the choice to wait or cancel for a full refund. If you'd like to cancel at that point, just reply to our email.
Check your address
Please make sure your shipping address is complete and correct at checkout. If you spot a mistake, email us within 24 hours of ordering and we'll fix it. If a parcel is returned to us because of an incorrect or incomplete address, we can reship it once you pay the new shipping cost.
Lost, delayed or damaged parcels
- No tracking updates for 7 business days? Email us with your order number. We will open an investigation with the carrier.
- Lost in transit. If the carrier confirms your parcel is lost, we will remake and reship your order at no cost or give you a full refund — your choice.
- Arrived damaged. Email us with photos of the item and the packaging, ideally within 14 days of delivery so the carrier claim can be lodged, and we'll replace it or refund you (see Returns & Refunds).
- Marked delivered but not received. Please check with neighbours and your local post office or building manager, then contact us. We'll lodge a claim with the carrier and help you through it.
Order changes and cancellations
You can cancel or change your order (size, finish, address) free of charge within 24 hours of placing it — we wait that long before sending it to production. After production begins, the piece is being made specifically for you, and changes or cancellation may no longer be possible — but our Returns & Refunds policy and your rights under consumer law still apply after delivery.
Questions? Email ksenia@enbom.site.