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 may redeem your Gift Card in any of our Prouds the Jewellers stores or online. Click here for Store Locations.

You can check your Gift Card balance anytime by visiting us in-store or online via the Gift Card Balance tab in the footer.

Yes. You can use multiple Gift Cards to make a purchase and you can also combine a Gift Card redemption with other forms of payment (e.g. cash or EFTPOS).

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 general.enquiries@prouds.biz 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.

You will get an email notice of sales, specials and promotions, catalogue releases and special birthday treats (make sure we have your month of birth!).

It's easy to become a member by simply entering your details online.  Click here  to create your membership account.

By changing your details on-line or instore.

Yes you can, when you sign up just unclick the tick at the bottom of the page, or you can click the unsubscribe link on any email you receive from Prouds The Jewellers.

You can easily unsubscribe by clicking on the unsubscribe link at the bottom of any of our emails.

Your privacy is important to us. The details you provide us will be held confidentially, and may be used to send offers we think may be of interest to you. You may email us at customer.service@prouds.biz to change your details or to be removed from our emailing list.

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.

Yes. Simply enter a gift message along with the gift recipient's name and delivery address and we'll do the rest.

Every purchase from Prouds The Jewellers online website comes packaged in a Prouds The Jewellers presentation box. Perfect for a gift or a treat for yourself.

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 P.O. Box addresses.

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 customer.service@prouds.biz 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.

Please be aware that some styles may not be available at the time of dispatch, particularly during sale or high demand periods like Christmas, Mother’s Day etc. If an item becomes unavailable, we will do our best to locate the item from another store and dispatch it to you as soon as possible. We will notify you via email if we are unable to fulfill your order. To protect our customer's personal and financial information from being used in a fraudulent manner we undertake efforts to verify the security, privacy and authenticity of all orders. These efforts could delay your order being approved for dispatch. Peak Season Increased volume – Even though we endeavour to dispatch our parcels within as quickly as possible, once your parcel has been picked up by Australia Post the delivery expectation is no longer under our control. Delays could happen due to volume capacities at peak times of the year in the Australia Post system. You can monitor your parcel via the Australia Post website tracking portal.

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.

Afterpay offers simple and affordable instalment plans for shoppers. Afterpay allows you to purchase in four equal instalments, due every 2 weeks. There is no additional cost to use Afterpay so long as you pay on time. All of your payments are interest free. For example, if you purchase an item for $200, you pay 4 instalments of $50.

Simply shop online and check out as normal. When checking out you can choose Afterpay as your payment method and you will be directed to the Afterpay website, where new customers will need to register and provide their debit/credit card details. Returning Afterpay customers will need to log in to finalise their payment.

Your order will be shipped as per our normal time frames. Shipping time frames are stated on each product page and on the check out page.

Online orders over $100 and under $1000 can be paid for using Afterpay, although Afterpay also applies personal order and account limits. These personal and account limits may mean that the full value of your purchase cannot be paid via Afterpay and the balance will need to be paid for using an alternative payment method. Personal and account limits start low for customers new to Afterpay and increase as repayment history with Afterpay is positive.

Afterpay can be used to pay for all online orders over $100 and under $1000 unless the order includes the purchase of a Gift Card, otherwise an alternative payment method will need to be used.

To use Afterpay you need an Australian Visa or MasterCard debit/credit card, to be over 18 years of age and to live in Australia. Visit www.afterpay.com.au/terms for further terms and conditions.

Afterpay only accepts Mastercard and Visa debit/credit cards issued in Australia.

New Afterpay customers are required to make their first payment at the time of purchase and the remaining three payments will be deducted automatically each fortnight from the nominated card, unless voluntary payments are made. Existing Afterpay customers, who have completed paying for their first Afterpay order in full, will have their first payment deducted two weeks after your purchase is confirmed for orders under $500 and at the time of purchase for orders over $500. You can log in to your Afterpay account to view your payment schedule and to make voluntary payments.

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.

No. If you make repayments on time, you’ll only ever pay the price of the item you’ve purchased. The only fees Afterpay charges are late fees for missed payments.

No. Signing up is easy, with no complicated applications forms. Simply choose Afterpay as your payment method. Within a few quick steps you can instantly create your account and complete your purchase securely.

For more detailed information on Afterpay and to view the Afterpay terms and conditions visit www.afterpay.com.au