Questions?
Whether you need assistance with an order or advice on choosing the perfect piece, the SERRA MORPHE® team is just a message away.
Frequently asked questions
What is pre-order?
Love our jewellery but can't find it in stock? Sometimes, our items sell out so quickly that we run out of stock before the next shipment arrives at our fulfillment centre. When this happens, we offer pre-orders for those items before they arrive. The expected arrival date will be stated on the product page, and all orders will be shipped out on that specified date. This ensures you get your favourite Serra Morphe jewellery as soon as they arrive.
How does shipping and delivery work?
Once your order is placed, our dedicated team will carefully retrieve your item(s) from our inventory and package them with care and affection. Please allow up to 72 hours for our team to process and pack your order. Your item(s) will then be dispatched via Australia Post, reaching your patiently waiting hands within 2-8 business days**.
Upon dispatch, you will receive a shipping confirmation email from us, complete with a tracking number, so you can track the progress of your order on this enchanting journey.
How do I track my order?
Once we hand it over to Australia Post, you'll receive a shipping confirmation email with a 'Track My Order' button. Simply click on it to access our tracking page and stay updated with live tracking updates!
Haven't received your shipping confirmation email yet? Your order might be on pre-order, as indicated on the website at the time of purchase. Double-check your original order confirmation; you won’t receive a shipping confirmation email until the pre-order date specified.
Help, I think my order is lost/hasn’t been delivered?
Concerned that your order might be lost in transit? While Australia Post typically estimates 2-8 business days for standard delivery, unforeseen circumstances can sometimes cause delays beyond this timeframe. In such cases, your tracking number might indicate a 'delayed' delivery date.
If your order hasn’t arrived within 20 days, please reach out to us, and we’ll initiate an investigation with Australia Post. *Please note: If you encounter any issues or queries regarding your Australia Post order, we recommend contacting Australia Post directly in the first instance. While we understand the frustration of delays, we must adhere to Australia Post’s procedures. Once you've contacted Australia Post, inform us, and we'll liaise with them on your behalf to expedite resolution.
Are there any customs/import fees?
Since all our items are shipped from within Australia and dispatched from our distribution centres, you won’t have to worry about customs fees.
Do you have a returns policy?
✔︎ We want you to love your Serra Morphe piece. If your new jewellery isn't the perfect fit or style, we are here to help. We offer a 30 day return window from the date you receive your order.
Our policy at a Glance
- Full Price Items: Eligible for a full refund or store credit.
- Sale Items: Eligible for Store Credit only.
- Earrings: For hygiene and safety reasons, earrings cannot be returned unless faulty.
Please contact us directly within 48 hours of receiving your order to discuss your return: hello@serramorphe.com
Change of Mind
If you have changed your mind and would like to return your order, you will receive a store credit to the value originally paid. Your original shipping fees are non-refundable and return shipping fees are borne onto the customer.
Exchanges
Need a different ring size? The fastest way to ensure you get what you want is to return the item for Store Credit, and then make a separate purchase for the new size.
Faulty Items & Warranty
Quality is our priority. If you believe your item is faulty or damaged upon arrival, please contact us immediately with a photo of the issue.
- The Serra Morphe Guarantee: We stand by our craftsmanship. If your item suffers from a manufacturing defect or significant plating issues within 6 months of purchase, we will replace it free of charge. Note: This warranty does not cover breakage from rough use, loss, or normal wear and tear.
How Store Credit Works
We make store credit flexible and easy to use:
- Digital Gift Voucher: Your credit will be issued as a digital Gift Voucher link sent directly to the email address used for your original order.
- Stores Your Balance: You don't need to spend it all at once. The voucher automatically tracks your remaining balance, so you can use it across multiple separate orders until the credit is fully used.
- No Rush: Take your time to find the perfect replacement piece.
Conditions for Return
To be eligible for a return, your item must be:
- Initiated within 30 days of delivery.
- Unworn, scratching-free, and in its original condition.
- Returned in its original Serra Morphe packaging.
How to Initiate a Return
- Email our team at hello@serramorphe.com with your Order Number and reason for return.
- We will provide you with the return instructions.
- Pack your item securely. Please note: Customers are responsible for return shipping costs.
How long do I have to return my item?
We provide a 30-day return window to give you time to make that decision. Please check our returns policy for further details.
How long does it take for my return to be processed?
We're working diligently behind the scenes to manage the items in and out of our fulfilment centres. We highly recommend sending a photo of your receipt from the post office as proof that your return has been lodged. Once we receive the item, and the returned item has met the required condition we will promptly issue the refund for you.
How secure is your payment?
Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer, AfterPay, GooglePay and ApplePay too!
How do I use a discount code?
As you proceed to checkout, you’ll find a discount box on the page to enter your discount code. Be sure to click ‘Apply’ to see your savings before reaching the completing your order.
*Please note: Only one discount code can be applied per order."
Need Assistance?
Have a question or need support? Simply fill out the form below — our friendly customer care team is here 24/7 and will get back to you as soon as possible.
Prefer to reach us directly? Email us anytime at hello@serramorphe.com.