The Shiels 365 Promise is not just my promise; it is our statement as a company to provide the best prices, value and products to all our customers. We are proud to be an Australian owned and operated family jeweller with stores across four states. Our Shiels Promise is a company direction and pledge from us to our customers to deliver service, quality and jewellery unlike any other jeweller in Australia. The Shiels 365 Promise is not only a way in which we interact with our customers; it is an all-encompassing company direction with policies and procedures in which we must adhere on a daily basis, 365 days a year.
Toby Bensimon
Shiels Managing Director
Change Of Mind Guarantee - ONLINE
If for any reason you're not satisfied with your jewellery purchase, just return it to us within 30 days from the original purchase date for a full refund
Buy online with confidence from Shiels knowing that if for any reason you are not satisfied with your jewellery purchase from our online store, you can return it within 30 days for a full refund, subject to meeting the requirements of our refund policy.
Jewellery is eligible for the Shiels Change of Mind Guarantee as long as the returned item is in new condition, unworn and is accompanied by the original proof of purchase in its original packaging. The item must not have been worn and must be in pristine condition with no damage, scratches, or signs of wear. Importantly the item must NOT have been a special order, personalised, insurance tax free, resized, engraved or altered in any way including the shortening of watch bands. Items altered on a Care Plan, by Shiels or externally are not refundable. Determination of an item matching the definition of New Condition is at the sole discretion of Shiels.
Items to be refunded should be returned in their original packaging with the original product tags attached and with all paperwork (such as diamond certificates or watch instruction booklets).
All returns are subject to inspection by our Quality Assurance Team before a refund is processed.
Refunds will be reimbursed with the same payment method used for the initial purchase within 15 business days of placing your refund request, if all the conditions mentioned above have been met.
Refunds can only be given to the customer who originally purchased the item.
Definitions
Full refund: This is a change of mind policy and is not to be confused with a faulty item. Full refunds will only be granted if approved by the Shiels Quality Assurance Team. Refunds are only for items in new condition, unworn, unaltered and undamaged accompanied with the original proof of purchase, original packaging and documentation. Refunds will be reimbursed in the same way in which the item was purchased. You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Exclusions
Please do not return any items that have been worn, scratched, altered or damaged in any way.
Items that have been changed in any form will not qualify for the Change of Mind Policy. Examples include but are not limited to:
All Smart & Hybrid Watches are excluded
All personalised jewellery items
A ring that has been resized
Engraved items
A watch that has links taken out
A watch that has had its battery changed or contains moisture
Special orders or Signature Collection items made specifically for a customer's specifications
Items that are tax free or purchased as an insurance replacement are invalid.
Any part of a purchase paid with Promotional Vouchers (including VIP vouchers), Gift Vouchers and Credit Notes will only be refunded in the same original tender for the same value as the original purchase price.
Items given as Donation Prizes, purchased as Auction Items at Charity Events or given by Shiels as competition prizes are completely excluded from the Change of Mind Guarantee.
Shiels' 365 Best Quality For Price Guarantee
Every piece of jewellery we offer is the best possible quality for the very best price
Buy with confidence knowing that when you buy your jewellery from Shiels you are getting the best possible quality for the very best price. Shiels unsurpassed buying power allows us to source jewellery from the most reputable suppliers in the industry at exceptionally low prices.
Definitions
Quality: This term refers to the standard of manufacturing used to create our jewellery as well as the jewellery piece's individual specifications including but not limited to: diamond carat, cut, colour, clarity and / or a gold item's carat weight. Items that are silver filled or copper filled are always described as such.
Offer: This term refers to the way in which we show pricing to a customer. We advertise our prices on store tickets, signage, catalogues and on television commercials.
Best Price: This is defined as Shiels' current regular everyday price prior to negotiations or promotional offers or discount vouchers including GST in $AUD.
Exclusions
Items quoted must be from a physical competitor's store and stock must be available.
Items that are tax free or purchased as an insurance replacement are invalid.
A competitor's online pricing will not be matched.
Competitors must be located within the same state or city in which a Shiels physical store is already located.
Prices from overseas retailers will not be considered.
When matching a competitor's price to a Shiels price of an item already previously purchased; the original purchase must have taken place before the 15th of January and the original receipt must be presented.
Items that do not identically match Shiels product specifications will not be considered.
Items previously purchased from Shiels that are deemed faulty or damaged will not be considered for this guarantee.
Items that are not appraised before the 15th of January will not be considered for a full refund or exchange.
Items not appraised by a professional gemmologist from the National Council Jewellery Valuer will not be considered for a full refund or exchange.
Items cannot be refunded or exchanged if damaged, worn, altered, resized or on special order. Item must be accompanied with original proof of purchase, all original packaging and accompanying documentation.
Items specifically made for a customer's specifications including specific diamond stones
Any part of a purchase paid with Promotional Vouchers (including VIP vouchers), Gift Vouchers and Credit Notes will only be refunded in the same original tender for the same value as the original purchase price.
Items given as Donation Prizes, purchased as Auction Items at Charity Events or given by Shiels as competition prizes are completely excluded from the Shiels 365 Promise.
Shiels' 365 Best Price Guarantee - IN-STORE
We guarantee our Best Prices will always be lower than our competitors 'special' and 'sale' prices everyday
Buy with confidence from Shiels 365 days a year, knowing we guarantee our prices to always be competitive and or lower than our competitor's price on the same item, every day. If you make a purchase from Shiels and then find the same item with the same specifications and design at a cheaper price at a competitor's store within 30 days of the original purchase date; we will refund you the difference in price.
This price guarantee applies where the competitor's final price (inclusive of delivery, taxes, fees and charges) is lower than our price. The Shiels Best Price Guarantee' applies to any cheaper price within the last 30 days for an item of the exact same specifications and design found in a physical store in an Australian city where a Shiels store is located (competitor items found online, overseas or in states in which a physical Shiels store is not located are excluded from this guarantee). Stock of the competitor's product must be available and identical.
Definitions
Our Best Prices: This is defined as Shiels current regular everyday prices, prior to negotiations, promotional offers or discount vouchers including GST in $AUD.
Competitors: These are defined as a retailer with a physical store in the same city or state in which a Shiels store is located. Stores located overseas or in an Australian City or State in which there is no physical Shiels store are excluded. Online pricing and online retailers are also excluded.
Competitors' Special or Competitors Sale Prices: These are defined as the advertised prices of another retailer that can be viewed on a catalogue, TV advertisement or press advertisement with full product specifications. Online pricing is excluded. The competitor's final price must be inclusive of all delivery, taxes, fees and charges. This price must be in $AUD. Prices must be current and quoted within the last 30 days. Stock must be available of the competitor's product and identical.
Exclusions
Items quoted must be from a physical competitor's store. Stock must be available and identical.
A competitor's online prices will not be matched.
Competitors must be located within the same state or city in which a Shiels physical store is already located.
Prices from overseas retailers will not be considered.
Competitor's final pricing must be inclusive of delivery, taxes, fees and charges. Prices must be in $AUD
When matching a competitor's price to a Shiels price of an item already previously purchased; the original purchase must have taken place within the prior 30 days and the original receipt must be presented.
Items that do not identically match Shiels product specifications and design will not be considered.
Items previously purchased from Shiels that are deemed faulty, worn, damaged or altered will not be considered for this guarantee.
Items that are tax free or purchased as an insurance replacement are invalid.
Special orders are excluded including but not limited to Peter W Beck orders and Signature Collection items.
Any part of a purchase paid with Promotional Vouchers (including VIP vouchers), Gift Vouchers and Credit Notes will only be refunded in the same original tender for the same value as the original purchase price.
Items given as Donation Prizes, purchased as Auction Items at Charity Events or given by Shiels as competition prizes are completely excluded from the Shiels 365 Promise.
The Shiels 365 Promise Vision Statement
The Shiels 365 Promise is a company promise to only provide the best quality jewellery at the very best prices possible. We pledge as a company to achieve only the highest quality jewellery, pricing and service on a daily basis for our valued customers. The Shiels 365 Promise is a direction for our company to ensure that we remain not only the largest Australian owned and operated national jewellery retailer but also the most trusted jeweller in Australia.
The Shiels 365 promise is our promise to our customers and it is unbreakable
