Can I track my order?

You sure can! All orders include tracking.

 

How long will it take for my item to arrive?

Please read the product description for each item you have purchased- it will identify when your items will ship. We ship your order when all items are ready- most items ship within 5 days, but some are made to order, and require additional time. We use Sendle for most of our orders (Australia Post for Rural and PO Box orders). Sendle uses DHL for international orders.

Transit times- 

Country Delivery Time* Service
Australia 1-7 business days Sendle/Australia Post 
New Zealand 1-10 business days Sendle/DHL
USA and Canada 5-30 business days Sendle/DHL
UK and Ireland 5-30 business days Sendle/DHL
Asia Pacific 5-30 business days Sendle/DHL
Rest of the world 5-30 business days Sendle/DHL

* Please note that we have no control over how long it takes for an order to arrive, and transit times may be impacted by a range of factors- extreme weather, COVID etc.

 

Taxes and Duties

Our postal charge does not include taxes and duties, which may be applied by customs in the country of delivery. All payments of taxes & duties are the responsibility of the customer and usually determined on the value of your order. Orders will not be refunded if taxes and duties are not paid and you choose to not pick up your order.

The following links are to assist with estimating some countries taxes and duties. 

NZ | https://www.customs.govt.nz/personal/online-shopping/

Canada | https://www.cbsa-asfc.gc.ca/import/postal-postale/dtytx-drttx-eng.html

UK | https://www.gov.uk/goods-sent-from-abroad/tax-and-duty

 

Missing Parcels

In the event that your parcel is held up or is lost, it may take up to one month to receive an answer from Sendle and up to three months to receive an answer from the Australia Post Investigation Team. Unfortunately these timeframes are uncontrollable and we will do our best to rectify the issue ASAP.

 

Where is your warehouse?

We have a small warehouse in Sydney.

 

I live in Sydney. Can I stop by to pick up my order?

Sure can! Select 'Pick Up' as your shipping option and we will let you know when your order is ready for pick up. 

 

I want free shipping. Is that an option?

Keep an eye out for when we offer free shipping- make sure you sign up to keep in the loop for specials.

 

Do you only stock online?

You will find our full collection online, however, we will also have some stores are stocking our pieces. Stockist list will be listed soon.

 

Do you make custom pieces?

We sure do! Reach out to us via the contact form, or shoot us an email- sales@thequeenofquartz.com

 

Do you repair pieces?

Depending on the damage, we may be able to repair the piece for you. Send a pic and a copy of your reciept to sales@thequeenofquartz.com.

 

Where do you ship to?

We currently ship to all countries, excluding Africa, Cuba, Iran, North Korea, Syria, Sudan or Ukraine.

 

Can you redirect my package?

We are unable to redirect orders once they have been dispatched, so please supply an address where you will be there to receive the package or it is safe to leave unattended. If you wish to redirect your parcel, please contact the courier company affiliated with your order directly.

 

I want to try on the pieces before buying. Can I?

Reach out to us via the contact form, or shoot us an email- sales@thequeenofquartz.com to book a time in our studio store front in Gymea.

 

I am a retailer, and would like to purchase your pieces. Do you sell wholesale?

We sure do. Reach out to us via sales@thequeenofquartz.com