Frequently Asked Questions
As of Monday 30th March 2020, Prouds the Jewellers have temporarily closed our stores nationwide as a result of the Coronavirus Pandemic. Prouds the Jewellers have been servicing our communities since 1903 and we look forward to continuing to do so long into the future. From our family to yours, stay safe.
It's not goodbye, it's see you soon!
As of Monday 30th March 2020, Prouds the Jewellers have temporarily closed our stores nationwide as a result of the Coronavirus Pandemic.
We understand that there are a number of our customers who did not have the opportunity to collect their outstanding Repairs, Laybys or Special Orders prior to this.
Unfortunately, with our stores currently not operating, we are unable to finalise or accommodate the collection of these items.
We will be allowing extensions on all Layby/Special Order due dates indefinitely, and will revisit this policy as required once we reopen for regular trade.
Any repairs that are currently outstanding and awaiting collection have been secured under strict security measures and we will ensure the safekeeping of your treasured item until such time as we are able to resume regular trade.
We apologise for any inconvenience caused and are committed to returning to our stores as soon as we are able to for the convenience of our customers.
We thank you for your patience.
Unfortunately, not all of our items are available for purchase online. However, please feel free to get in touch (via the contact us section on our website) letting us know the product code of the item you are interested in and we will do our best to provide an alternative solution where possible.
As a result of our temporary closure on Monday 30th March 2020, all Layby completion dates will be extended until such time as we are able to reopen our stores for regular trade.
If you have any questions regarding this matter, please feel free to contact us to discuss.
Unfortunately, Prouds the Jewellers are unable to take any Layby payments at this time.
We will allow extensions on all outstanding Laybys indefinitely, until such time as we are able to resume regular trade and will review this policy as required.
As a result of the Coronavirus Pandemic, Prouds the Jewellers have temporarily closed all stores nationwide until further notice.
We look forward to returning as soon as possible.
Yes, our webstore remains operational!
All confirmed orders placed by midnight AEST are packed and dispatched from our Sydney Warehouse the following business day.
Our shipping partner, Australia Post, will be providing contactless delivery with no signature required. Australia post also offer a free 24/7 Parcel Locker service. For more information on this service please click here.
As a result of our temporary closure effective Monday 30th March 2020, we are more than happy to allow an extension on our returns policy during this time.
We will revisit this policy as required once we have resumed regular trade.
We would like to reiterate the importance of retaining your purchase receipt and ensuring any items being returned for exchange are in “as new”, unworn condition.
A Prouds the Jewellers Gift Card is a pre-paid stored value card. The available amount to spend is limited to the amount placed on the card, initially at the time of purchasing. A Prouds the Jewellers Gift Card is more convenient and more exciting than giving cash.
No, the available amount to spend is limited to the amount placed on the card less any value that has been redeemed. It does not have a line of credit.
Gift Cards can be purchased in any denomination by visiting your nearest Prouds the Jewellers store, however, if you are purchasing a Gift Card online there is a minimum value of $20 and a maximum value of $200. If you require a value over $200 you can make a Gift Card purchase in store.
Prouds the Jewellers Gift Cards may be purchased in any of our stores. Click here for Store Locations.
Electronic Gift Cards can be purchased online and will be emailed to you, as the purchaser, or directly to the Gift Card recipient.
Once received, a Prouds the Jewellers Gift Card can be used immediately.
Yes it does. A Prouds the Jewellers Gift Card sold prior to 31st March 2018 is valid for 18 months from the date of purchase and Gift Cards sold on or after 31st March 2018 are valid for use for 36 months from the date of purchase.
No. Your Prouds the Jewellers Gift Card may be redeemed for products and services only.
Yes, as long as you provide the Prouds the Jewellers receipt or Exchange Card within 30 days of purchase AND the goods must be in an unworn and new condition.
We will then credit you with a new Prouds The Jewellers Gift Card.
In the unlikely event that a product is faulty, we will meet our obligations under Australian Consumer Law to provide a remedy.
The only cost to you is the amount you choose to place on the Gift Card.
Prouds the Jewellers accepts Visa, Mastercard and American Express for online egift card purchases.
Prouds the Jewellers Gift Cards are not refundable and cannot be redeemed for cash. Gift Cards can only be used to purchase products and services.
You can check your Gift Card balance anytime by visiting us in-store or online via the Gift Card Balance tab in the footer.
Your Gift Card may be used to make purchases up to the available amount to spend, and any unused amount will remain as a credit balance on the Card.
If you wish to make a purchase for an amount that exceeds the available amount to spend, you simply need to pay the excess using another payment method.
You may visit one of our stores or email us on firstname.lastname@example.org and we will gladly answer any questions you may have during normal office hours.
Yes, we can include a short message with your card when we send it directly to your chosen recipient. You can advise us of your message during check-out for online orders, or when you call us for telephone orders.
Yes. You can create and send your own Prouds electronic Gift Card (eGift Card). Refer Gift Cards tab on the menu bar to place the order.
Choose to print or email your eGift Card and then add a personal message.
You can send eGift Cards now or schedule for another specified date. Alternatively, you can select print and hand deliver!
Recipients have three years to use their eGift card. The eGift card can be used all at once or for multiple purchases online or instore.
Your email may have been sent to your junk or spam files or perhaps you placed the order using a different email address, please check these files first. If that proves to be unsuccessful then please email our friendly customer service team on email@example.com
Use the search box to type in a key word for the items your are looking for or alternatively contact your local store, click here for a list of stores.
A packing slip is included, however no prices are visible on the packing slip.
Please phone or visit your local Prouds The Jewellers store. Alternatively you can email us at firstname.lastname@example.org
Yes. The gift recipient may exchange goods at any of our stores within 30 days of purchase. The packing slip will need to be provided and the goods must be in their original packaging and condition.
Each of the products in the catalogue have 7 digit code next to them, type this in the search field and the item you are looking for will appear. If it does not appear this could be due to the item being sold out. For further assistance please contact your local Prouds The Jewellers store during business hours. Click here for store locations.
Yes we maintain a history of your orders and your details will not be lost should your details change i.e. email address. Please email email@example.com
At Prouds The Jewellers, we proudly stand behind our product and have done so for over 100 years. Customer satisfaction is important to us! If you are not satisfied with your purchase, please click here to view our returns policy and procedure.
If you have received a different item to the one you have ordered please email firstname.lastname@example.org and one of our friendly Team members will be in contact shortly. Please include your contact details on the email.
If you are having trouble placing your order online, or have any questions our friendly staff are here to help. Please email email@example.com and a staff member will be in contact shortly.
There may be a problem with your financial institution. Please contact them to verify the issue. You may also try using another card to process your order. If all else fails please email our friendly staff with all your contact details at firstname.lastname@example.org and we will be in contact shortly.
Once you have completed payment on our website and it has been cleared you will receive a confirmation of receipt email. If an order has been placed and payment has been made but no email has been received please firstly check your junk mail file then email email@example.com with your contact details.
It's easy, once you see an item on our website please click the add to wish list icon, this item will be saved for you next time you visit our website. You may also drop a hint to tell someone special what you like. All you have to do is enter their First name & email address and we will do the rest for you.
If you would like to remove an item from your wish list simply click on the remove icon, and this item will not appear on your list.
No unfortunately they are not and they can sell out at any time. To make sure you are not disappointed add it to your cart and checkout.
No unfortunately they are not and they can sell out at any time. To make sure you are not disappointed we recommend you checkout once you are comfortable with your selection.
Prouds The Jewellers accepts Visa, Mastercard and American Express for online purchases.
Yes we do depending on the style and setting, all ring re-sizing requests are actioned through our stores only, please visit our friendly staff in store and they will help determine what size and what the costs will be. All of our rings are ordered in a size "O" unless stated otherwise on our website. If a ring does not indicate a size please email firstname.lastname@example.org
At Prouds, our mission is to provide maximum value for our customer's dollar. We search the world to bring you the best collection of jewellery and watches at competitive prices.
All savings shown on this website, in our catalogues and in our stores are relative to our normal ticketed prices for the item(s) when it(they) are not on sale. Few or no sales may have been made at the normal ticketed price, but the product will have been displayed and offered for sale at the "was" or "were" price for a reasonable period prior to the offer period.
Prouds The Jewellers reserves the right to alter or correct prices without notice if necessary. If this occurs after you have placed an online order we will contact you prior to processing your order to ascertain whether you still wish to purchase the affected products at the correct price.
We offer free delivery within Australia for all orders of $70 or over. Orders under $70 will be charged a flat fee of $9.95.
This amount (if applicable) will be shown on your order summary during the check-out process.
All parcels are dispatched from Sydney, Australia.
Yes, we use Australia Post who can deliver to their Parcel Lockers. For further information on this FREE Australia Post service please - click here
Once your order has been placed an email will be sent advising the order has been successfully placed, this email will also advise of the approximate dispatch time. When your order is dispatched you will be emailed with your individual tracking number.
Your parcel can be tracked via the Australia Post website - www.auspost.com.au/parcels-mail/track.html#/track
No, you can make purchases for delivery to Australian postal addresses only. We do not dispatch orders to addresses outside of Australia.
The availability of each item is displayed above the product code when viewing an item and when reviewing your cart.
Items which are "available now" will be dispatched within 1-3 working days. Other items require stock to be ordered in and will be dispatched within 10 days. Please note that during high volume sale periods slight delays in dispatch may be experienced.
We will email a confirmation with delivery information as soon as your order is dispatched, please allow approximately 2-7 business days for delivery depending on your location. For example, remote or rural locations may have to allow extra days. Due to COVID-19 Australia Post are experiencing delivery delays to their usual service - click here for updates.
Your order can be tracked via the Australia Post website using the tracking number or link in the email sent to you when your order is dispatched.
All of our orders are sent via Australia Post and require a signature for delivery.
Dispatch and Delivery days are Monday to Friday. Excludes public holidays.
At Prouds The Jewellers, product is carefully checked and securely packaged before leaving our Distribution Centre, however in the unfortunate instance that an item or items are damaged in transit you will be able to return the item(s) to any of our stores or online, please refer our returns policy first to ensure you have the correct paperwork and understand the procedure. Please click here for our returns policy.
Alternatively, please contact our Customer Service department on email@example.com and our friendly staff will assist and advise you further.
Sorry, no. We operate a secure order process from start to finish, using Australia Post, and all our deliveries are based on obtaining a signature at the time of delivery. Australia Post will not leave a parcel at your doorstep if no one is able to sign for it.
Due to COVID-19 Australia Post have changed their signature deliveries, click here for new details. We do not recommend that you have your parcel left in a safe place if you are not at home, we are not liable for missing parcels with Australia Post. If you are not at home to receive your delivery please have it returned to the Post Office for collection. Alternatively, Australia Post have a FREE 24/7 Parcel Locker option, we highly recommend this delivery option during the COVID-19 period, please click here for further information.
Australia Post have made changes to their delivery and collection process, please click here for details.
Please also consider other delivery options from Australia Post including the use of their FREE Australia Post Parcel Lockers - click here for details.
Due to COVID-19 Australia Post have changed their signature deliveries, click here for new details. We do not recommend that you have your parcel left in a safe place if you are not at home, we are not liable for missing parcels with Australia Post. If you are not at home to receive your delivery please have it returned to the Post Office for collection. Alternatively, Australia Post have a FREE 24/7 Parcel Locker option (as detailed above), we highly recommend this delivery option during the COVID-19 period.
A late payment fee will be charged by Afterpay if you fail to make a payment. A further late payment fee will be added seven days later if the payment is still unpaid.
Visit www.afterpay.com.au/terms to see Afterpay terms and conditions.