Frequently Asked Questions
The item I want is out of stock. How can I put my name on the waiting list?
A. If an item is out of stock a message will be displayed. You can email firstname.lastname@example.org at any time if you have an inquiry about an out of stock item.
How do I subscribe/unsubscribe from your mailing list?
A. At the bottom of all of our emails there is an 'unsubscribe' button if you wish to be removed from the mailing list.
I am buying a gift. Will the jewellery come wrapped up or in a gift box?
A. All pieces purchased from our website will come packaged in a beautiful velvet pouch or box, ready to be given as a gift. If you have an additional request or want to add a personalised message please let us know via email@example.com
How can I cancel my order?
A. Please contact our friendly Customer Service Team at firstname.lastname@example.org, with a subject line "Order Cancellation", and email us all of your details, including the order number for us to cancel your order. Time is of the essence as all orders are shipped within 24 hrs or the next available business day.
I want to work for Erok Designs! How can I apply for a job?
A. Send us an email! We may not have a position currently available, but we would be more than happy to keep your information on file for any future vacancies. Please forward your resume to email@example.com
DELIVERY & RETURNS
What are your Christmas opening hours and delivery timeframes?
A. We will be closed on 24 Dec and all Public Holidays. On the days we are open, as usual, we will endeavour to despatch all orders received before 12 noon, the same day. Last despatch day for Christmas Delivery by Standard Post is 14thDecember. Orders received after this time will have to be sent by Express Post to make Christmas. The last date Australia Post recommends for Christmas delivery (for 80% of Metro and Regional areas) by Express Post is 21st December, however we need to have received orders by the 20th to allow time for processing. For further information specific to your area, please see the Australia Post website.
Do you charge for shipping?
A. We offer FREE shipping Australia wide on all items via Australia Post registered post and parcel service. For an additional fee of $10 we offer Express Post. All orders can be tracked on line and need to be signed for at time of delivery.
Do you ship internationally?
A. We do not ship internationally at this stage however feel free to contact us as we may make an exception.
How long will it take until I receive my jewellery?
A. We know you’re eager to receive your purchase and our aim is to dispatch orders received before 12pm on the same business day. We guarantee though that all orders will be sent no later than 1 business days after you place your order. Delivery takes 1 to 3 business days using the Express Post option and 5 to 7 business days using the standard option.
Please make sure someone is at the address provided during business hours to ensure delivery. If there is no one at the address Australia Post will leave a collection card and your parcel will need to be collected from your local post office.
Can I track my parcel?
A. Yes! After ordering online, you will receive an email with your order confirmation and tracking number. Orders can be tracked online www.auspost.com.au/track
Oops, I made a mistake! How can I change my delivery address after I have ordered?
A. Please contact our friendly Customer Service Team or email us at firstname.lastname@example.org as soon as possible with your order number and delivery details.
Can I return an item if I change my mind?
A. If for any reason you are not completely satisfied with your purchase we will give you a 30 day money-back guarantee from the time you receive the goods. Please refer to our shipping and returns page for further information.
What is your jewellery made of?
A. Our jewellery is made mostly of solid gold and solid sterling silver. We generally do not use plated, bonded or filled jewellery however if we do it will be clearly published in the technical specifications on each product page for easy reference. All the diamonds, precious and semi precious gemstones we use are genuine and earth mined. We do not use lab created stones.
Where does the jewellery come from?
A. Many of our items are made right here in WA from local designers but we also include a mix of international designs from around the world and that’s what makes Erok designs so unique and exciting.
Is the jewellery hand-made?
A. We produce our pieces using a variety of techniques. Most of our pieces are handmade; however, we also use other techniques such as wax casting to make our jewellery.
PAYMENT & PRIVACY
What forms of payment do you accept?
A. We accept Visa, Mastercard and American Express.
I have a promotional code. How can I use you this?
A. When checking out there will be a box for you to enter any promotional codes you may have. Any discounts or special offers will be applied at the time of checking out.
Can I pay in a foreign currency?
A. Unfortunately payments can only be processed in AUD.
Is it safe to make my payment online?
A. Yes! It is very secure. In fact we do not store or even have access to your credit card details. Erokdesigns.com.au is powered by Shopify who are certified Level 1 PCI DSS compliant providing an extremely secure platform for online shopping by meeting all six categories of PCI standards making it the most stringent level of certification.