Shipping and delivery

Store Name: Orient Gems

At Orient Gems, we are committed to delivering your jewellery safely, efficiently, and transparently. Below you’ll find all the information regarding our shipping process and delivery timelines.

Order Processing

Orders placed before 1:00 PM (AEST) are processed on the same business day. Orders placed after this time are processed the next business day.

Processing time: 1–2 business days (Monday–Friday, excluding public holidays)

Delivery Time (Australia)

  • Once your order has been processed, delivery typically takes:
  • Delivery time: 8–11 business days (Monday–Friday)
  • Estimated total delivery time: approximately 9–13 business days, including processing.
  • Delivery times are estimates and may vary due to courier delays, customs checks, or peak periods.

Order Tracking

  • Once your order is dispatched, you will receive a tracking number via email.
  • Tracking updates may take 1–2 business days to appear after dispatch.
  • You can track your order at any time using our Track & Trace system.

Shipping Costs

  • Free shipping on all orders within Australia.
  • There is no minimum order value, and all shipping costs are covered by Orient Gems.

Sustainable Shipping

To reduce waste and operate sustainably, some orders may be shipped once minimum packaging or logistics requirements are met. This helps us offer fair pricing while minimising environmental impact. We appreciate your understanding.

Damaged, Incorrect, or Lost Packages

If your order arrives damaged, incorrect, or incomplete, please contact us within 7 days of delivery and provide:

  • Order number
  • Description of the issue
  • Clear photographic evidence

Email: support@orientgemstore.com

Claims submitted after 7 days may not be eligible for resolution.

Failed Delivery or Uncollected Parcels

Customers are responsible for providing accurate delivery information. If a parcel is returned due to failed delivery or non-collection, a handling and return fee of AUD 25 may be deducted from the refund.

Customs and Import Duties

  • In rare cases, customs authorities may inspect shipments.
  • Any import duties or fees are determined by customs and are outside our control.
  • If you are charged an import fee, please contact us and we will assist where possible.

Tracking Not Updating

Tracking information may take 1–2 business days to update after dispatch due to courier system updates. We kindly ask for your patience.

Contact Information

If you have any questions regarding shipping or delivery, please contact us 

Company Address: 51 Portland Street, Enfield New South Wales 2136, Australia
Commercial Register number: 44596383243
Email: support@orientgemstore.com
Contact number: +61 488-185-071