Frequently Asked Questions

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 customer.service@prouds.biz with your contact details.

Prouds accepts Visa, Mastercard and American Express for online purchases PLUS offers Paypal & Afterpay as additional online payment options

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 customer.service@prouds.biz

A packing slip is included, however no prices are visible on the packing slip.

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.

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.

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" for ladies; "W" for men; "G" for kids unless stated otherwise on our website. Please click here for our ring size chart, this can be used as a guide only, always visit one of our friendly staff in store for a more accurate fitting. If a ring does not indicate a size please email customer.service@prouds.biz

We do not currently offer an online engraving service.

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.

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.

Please phone or visit your local Prouds The Jewellers store. Alternatively you can get in touch with us via the contact us section on our website at www.prouds.com.au/contact

If you have received a different item to the one you have ordered please email customer.service@prouds.biz 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 customer.service@prouds.biz 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 customer.service@prouds.biz and we will be in contact shortly.

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 depending on stock availabiltiies.

No unfortunately they are not and they can sell out at any time depending on stock availabiltiies.

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 customer.service@prouds.biz

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 all orders are dispatched from our Sydney support office and 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 2-10 business days for Standard Post and 1-5 business days for Express Post, 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 from our Sydney support office via Australia Post and require a signature for delivery.

Dispatch and Delivery days are Monday to Friday. Excludes public holidays.

We offer free standard delivery within Australia for all orders of $90 or over. Orders under $90 will be charged a flat fee of $9.95 for standard delivery. We charge $14.95 for all Express Post deliveries.

This amount (if applicable) will be shown on your order summary during the check-out process.

All parcels are dispatched from Sydney, Australia.

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.

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

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.

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 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.

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 at the time of purchase. A Prouds the Jewellers Gift Card is more convenient and more exciting than giving cash.

A Prouds the Jewellers Gift Card can either be an E-Gift card or a physical gift card. E-Gift cards can only be purchased online while physical gift cards can only be purchased in-store. But any type of gift card can be used towards purchases both online and in-store.

Prouds the Jewellers physical Gift Cards may be purchased in store only from any of our stores. Click here for Store Locations.

Electronic Gift Cards can only be purchased online here and will be emailed to you, as the purchaser, or directly to the Gift Card recipient.

Prouds the Jewellers accepts Visa, Mastercard and American Express for online E-Gift card purchases.

Yes, we can include a short message with your e-gift card when we send it directly to your chosen recipient. You can enter your message text after selecting your gift card denomination value.

Yes. You can create and send your own Prouds electronic Gift Card (E-Gift Card) by purchasing one here. Physical gift cards are not sold online, however, and can only be purchased in store.

Choose to print or email your E-Gift Card and then add a personal message.

You can send E-Gift Cards now or schedule for another specified date. Alternatively, you can select 'print' to print it out from your home computer and hand deliver it in person!

Recipients have three years to use their E-Gift card. The E-Gift card can be used all at once or for multiple purchases online or instore.

Once received, a Prouds the Jewellers Gift Card can be used immediately.

You can check the balance of your gift card by clicking on the 'Gift Card Balance' footer at the bottom of the website page.

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).

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.

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

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 Gift Cards are not refundable and cannot be redeemed for cash. Gift Cards can only be used to purchase products and services.

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.

No. Your Prouds the Jewellers Gift Card may be redeemed for products and services only.

You may visit one of our stores or email us on customer.service@prouds.com.au and we will gladly answer any questions you may have during office hours.

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.

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.

The Prouds Jewellery Care Plan has been designed to help you protect and maintain your valued purchase.

The Plan covers repairs and services that will ensure the appearance of your valued purchase is maintained, and is additional to our assurance of quality and your rights under Australian Consumer Law.You can arrange a Jewellery Care Plan at a Prouds the Jewellers store when purchasing any jewellery item over $200.The Plan will enable you to obtain repairs and services up to or equal to the value of the price you paid for the covered item.

The Prouds Jewellery Care Plan covers the following repairs and services for your purchase at no charge*:

• Inspection and cleaning• Ring sizing (see terms and conditions)• Replacing clasps• Rhodium plating White Gold (see terms and conditions)• Chain and bracelet soldering• Earring repair• Tightening stone settings and re-tipping prongs• Refinishing and polishing• Resetting original stones* For full details of the repairs and services included, excluded andother important details, please refer to the Terms and Conditionsof the Plan.

We are not able to arrange for the purchase of a Jewellery Care Plan to be carried out via our online store. Should you wish to purchase a Jewellery Care Plan for an item purchased online, please visit your local Prouds store within two (2) weeks from the date of delivery to arrange the purchase. In order to purchase the Jewellery Care Plan, you must produce the item you wish to cover, as well as the tax invoice/packing slip from your purchase.

The one-off cost of your Jewellery Care Plan will be dependent on the purchase price of the item you have selected. Pricing tables are available in our stores and our friendly teams will be more than happy to discuss the specific cost of your Jewellery Care Plan with you.

The friendly team in store will be more than happy to talk you through the Jewellery Care Plan at the time of your purchase! However, if you're not quite sure and need some more time, you will have two (2) weeks from the date of purchase to add a Jewellery Care Plan to your treasured item!

In purchasing the Jewellery Care Plan (the “Plan”) you acknowledge that you have read and agree to each of the terms and conditions contained in this document, entitled Jewellery Care Plan Terms and Conditions (the Terms and Conditions).

THE PLAN

In consideration of the Plan fee, Prouds Jewellers Pty Ltd ABN 99 073 053 273 (Prouds) agrees to provide the Specified Services during the Term for the covered item only and is not offering to insure your purchase.

To obtain a Specified Service, you must attend a Prouds store and produce:

1. the covered item;2. these Terms and Conditions (available in store via hard copy); and3. your Plan card or original sales docket.

The Specified Services are any of the following, unless an Exclusion applies:(a) inspection and cleaning;

(b) ring sizing (up to 2 sizes on each occasion; maximum once every 12 months; but re-shanking of rings is not covered; some styles of ring are not suitable for resizing: these are excluded from the resizing service under this Plan);

(c) replacing clasps;

(d) plating White Gold with rhodium (once every 12 months);

(e) chain and bracelet soldering;

(f) earring repair (means repair to posts and butterflies);

(g) tightening stone settings;

(h) re-tipping prongs;

(i) refinishing and polishing;

(j) resetting original stones.

The following are Exclusions under the Plan and are not covered by the Plan:

(a) Damage for which you are covered under the Australian Consumer Law, any other warranty or service plan;

(b) Replacement of lost stones, or any other part of the product, unless the loss was caused by a defect in manufacture or materials which was not caused or contributed to by your act, negligence or default;

(c) Accidental or deliberate damage caused by abuse, misuse, foreign objects, tampering with prongs, failure to follow instructions relating to the product, the elements, fire, collision, vandalism or theft involving the purchaser or a third party;

(d) Unauthorised modifications, alterations, repairs and/or parts;

(e) Services costing more than the purchase price of the covered item;

(f) Services to any item other than the covered item or accessories used in conjunction with a covered product.

(g) Cosmetic damage (including dents) that does not impede the mechanical functionality of the item;

(h) Flaws in diamonds and gemstones;

(i) Rhodium plating of Yellow Gold items;

(j) Incidental or consequential damages, loss of use while requested services are provided or any loss other than as expressly covered by the Plan;

(k) Damage caused by war, invasion or act of foreign enemy, hostilities, civil war, rebellion, riot, strike, labour disturbance,lockout, civil commotion, Acts of God.

This Plan begins on the date on which the Plan is purchased (Date of Purchase) and continues until the earlier of:

(a) the aggregated value of the services you receive under this Plan being equal to the price that you paid for the covered item; or

(b) in the case of the 3 year Plan, 3 years after the date of purchase; and

(c) in the case of the 10 year Plan, 10 years after the date of purchase.

Our goods come with guarantees that cannot be excluded under The Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. This Plan sets out various services provided by Prouds which are in addition to your entitlements under Australian Consumer Law. The services provided under this Plan in no way limit your existing rights under Australian Consumer Law.

The value that you receive for each Specified Service under this Plan will be determined by the price that is current at the time of repair for that service set by Prouds in its absolute discretion. These service prices are subject to change, and will be updated on the website from time to time.

The Plan may be cancelled by either party, and the fee refunded at the time within the first 30 days of the purchase date, provided that a Specific Service has not been provided under the Plan in that time.

Our total aggregate liability under the Plan is the purchase price paid for the product. In the event that the total value of all Specified Services provided to you equals or exceeds the purchase price of the product, or the original product is replaced with another of equal or greater value, all obligations under the Plan are deemed to be satisfied and no further services may be claimed.

It's easy to become a member by clicking here and entering the required details.

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!).

You can change your details by logging into your online account and going to the "My Details" tab.

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.

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.

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

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.

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.

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

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.

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.

Your order will be shipped as per our normal time frames. Please refer to 'Delivery & Shipping' under our FAQ section.

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 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.

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