Shipping policy
Shipping Policy
At Sonya Lorenz Gems, we take great care to ensure your gemstone is packaged securely and dispatched with care.
Processing Time
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All items must be paid in full before shipping.
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Orders are typically processed within 1–3 business days, unless otherwise stated.
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For custom or specially sourced items, processing times will be advised at the time of purchase.
Shipping Within Australia
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We ship Australia-wide using tracked and insured services.
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Shipping costs are calculated at checkout or confirmed prior to dispatch, depending on your location.
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Once dispatched, delivery timeframes are determined by the courier and are outside of our control.
International Shipping
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International orders are shipped using tracked and insured services.
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Shipping costs are calculated based on destination and will be confirmed before dispatch.
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Please note that any customs duties, taxes, or import fees charged by your country are the responsibility of the buyer.
Shipping Confirmation
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You will receive a shipping confirmation email with tracking details once your order has been dispatched.
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Please ensure your shipping address is accurate at checkout. We are unable to redirect parcels once they are in transit.
Delivery Issues
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Sonya Lorenz Gems is not responsible for delays caused by postal services, customs processing, or unforeseen circumstances.
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If your parcel appears delayed or missing, please contact us via email and we will assist where possible.
Lost or Damaged Items
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All parcels are packaged carefully and insured.
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In the unlikely event that your item arrives damaged, please notify us within 48 hours of delivery with supporting photographs.
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Claims lodged outside this timeframe may not be accepted.
Returns & Shipping Costs
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If a return is approved, return shipping costs are the responsibility of the buyer.
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Original shipping fees are non-refundable.
If you have any questions regarding shipping, please contact us via email — we are always happy to assist.