QUESTIONS?
Welcome to SERRA MORPHE® Support Centre! How can we help you?
Shipping and Delivery
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.
Returns & Exchanges
Do you have a returns policy?
We offer a 14-day return policy from the date of delivery/receipt of your order. However, not all items are eligible, and we unfortunately do not accept change-of-mind returns unless the item is faulty or damaged at the time of delivery. If you ordered the wrong size, please contact us, and we will guide you through the exchange process.
Please note: Earrings are strictly nonrefundable for hygiene reasons
To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 14 days of the delivery/receiving of order.
2. Item(s) were not marked “Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
*Please note: Serra Morphe does not guarantee our demi-fine product (fine gold plated jewellery) or plated products will last forever. Plated pieces are, by default, more fragile and liable to lose their colour over time. The speed at which the plating fades will depend on multiple variables including chemical products used for skincare, perfumes, levels of perspiration or even your natural skin PH. For this reason, it is particularly important to take special care of your plated jewellery.
**Please note: Return postage is NOT covered by Serra Morphe.
How long do I have to return my item?
We provide a 14-day return window to give you time to make that decision. Please check our returns policy for further details.
Can I return my order for a refund?
You can indeed return your item to us for a full refund as long as it's returned within 14 days.
*Please note: Not all items are eligible for return. Returns are only accepted for defective or damaged items received upon delivery. All returned items must be in new, undamaged condition.
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.
Payment
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 Help?
Simply fill in your question(s) in the form below, and our friendly 24/7 customer service team, and answer you as soon as possible!
Alternatively, you can contact us through hello@serramorphe.com
37/88 Candytuft Pl, Calamvale, QLD 4116, Australia