Shipping policy

This Shipping Policy applies to all Pure & Co. orders delivered within Australia. We aim to provide a clear, reliable, and transparent delivery experience for all customers.

1. Shipping Costs

Standard shipping within Australia is free on all orders. There are no additional handling or processing fees charged at checkout.

1. Processing & Delivery Times

• Processing time (standard items): 1–2 business days
• Processing time (personalised items – engraved names, photo lockets, photo bracelets, birthstone selections): 3–5 business days, as each piece is made to order
• Estimated delivery time: 3–5 business days after dispatch
• Order cut-off time: 12:00 PM (AEST/AEDT)

Depending on availability, certain items may be shipped from our EU warehouse to ensure faster processing and reliable delivery.

Delivery time may vary depending on courier volume, weather disruptions, local conditions, or remote-area delivery times. Once your order has been dispatched, you will receive an email containing a tracking link.

1. Customs & Import Fees

Orders shipped from outside Australia may be subject to Australian customs duties, GST, or import fees. These charges, if any apply, are the responsibility of the customer.

1. Address Changes

If you need to update your shipping address, please contact us within 24 hours of placing your order. After dispatch, address changes are no longer possible.

1. Order Cancellations & Changes to Personalised Items

Standard items may be cancelled before they have been dispatched. Once shipped, cancellations are no longer possible; items may still be returned in accordance with our Refund Policy.

Personalised items (engraved names, uploaded photos, custom birthstone combinations) go into production shortly after your order is placed. Please check spelling, names, and photos carefully before ordering. Changes or cancellations of personalised items are only possible within 12 hours of placing your order. After that, production has started and the item cannot be cancelled, changed, or returned for change of mind.

1. Delayed or Damaged Deliveries

If your parcel is delayed or arrives damaged, please contact us at info@pureandco.com. For damaged parcels, please include clear photos so we can resolve the issue promptly. Under the Australian Consumer Law, customers may be entitled to remedies for goods damaged during transit.

1. Customer Support

Customer Service Hours: Monday–Friday: 9:00–17:00 (AEST/AEDT)
Email: info@pureandco.com
Support is provided from the Netherlands, with dedicated English-language assistance for Australian customers.

1. Company Information

This online store is operated by:
ELK Product, Sole Proprietorship, trading as Pure & Co.
Registration Number: 86627902
Business Address: Hurksestraat 19, 5652AH Eindhoven, Netherlands

For return instructions, please refer to our Refund Policy.