Each Arlena piece is made to order with care and attention to detail. Once your jewellery has completed production and our final quality inspection, it will be carefully packaged and prepared for secure delivery.
We currently deliver within Australia only.
Production & Processing Times
As many of our pieces are made to order, please allow time for your jewellery to be individually created before dispatch.
Estimated production timeframes are provided on the relevant product page or during the ordering process. Production times may vary depending on the complexity of the piece, gemstone availability, customisation and periods of high demand.
If we anticipate a significant delay to your order, we will contact you as soon as reasonably possible.
Please note: Production time is separate from delivery time. Delivery estimates begin once your completed order has been dispatched.
Complimentary Delivery Within Australia
We offer complimentary delivery within Australia.
Orders are carefully packaged and sent using a tracked delivery service, with appropriate transit insurance arranged for eligible shipments in accordance with our delivery arrangements.
Once your order has been dispatched, you will receive tracking information so you can follow its delivery.
For the security of your jewellery, a signature may be required upon delivery. We recommend providing a secure delivery address where someone is available to receive the parcel.
Delivery Timeframes
Delivery times vary depending on your location and the delivery service used. Any delivery timeframe provided after dispatch is an estimate and may be affected by circumstances outside our reasonable control, including carrier delays, severe weather or other disruptions.
Where we become aware of a significant delay affecting your delivery, we will make reasonable efforts to keep you informed.
Tracking Your Order
Once your order has been dispatched, tracking details will be sent to the email address provided with your order.
Please allow some time for tracking information to become active after the carrier receives your parcel.
If you have concerns about the progress of your delivery, please contact us and we will assist where reasonably possible.
Delivery Address
Please ensure your delivery address and contact details are complete and accurate when placing your order.
If you notice an error, please contact us as soon as possible.
Once an order has been dispatched, we may not be able to change or redirect the delivery address.
For security reasons, we may require additional verification before approving a change to the details of a high-value order.
Lost, Delayed or Damaged Parcels
If your parcel is significantly delayed, appears lost or arrives damaged, please contact Arlena as soon as possible.
We will work with the delivery provider to investigate the matter and determine the appropriate next steps.
If your parcel arrives damaged, please retain the packaging and contact us before disposing of it. We may request photographs or other information to assist with our investigation.
Nothing in this process limits any rights or remedies available to you under Australian Consumer Law.
Returns
For information about returning an eligible purchase, please refer to our Returns & Exchanges Policy.
Please contact Arlena before returning any jewellery so that we can provide the appropriate return instructions.
Contact Us
If you have any questions about the production or delivery of your order, please contact:
Email: hello@Arlena.com.au