Frequently Asked Questions

If you have a query, check to see whether it is already answered here. Many questions are answered right here! If you can't find the answer, just send your enquiry via email and you will usually receive a response by the next working day.

How can I pay for the Joolz I want to purchase?
How do I receive my Joolz?
Do you post Joolz overseas?
Can I pick up my Joolz rather than pay for postage?
Can I view the Joolz I am interested in prior to purchasing?
I have sensitive ears. Do your earrings have hypoallergenic earring hooks?
REPAIRS NEEDED! Can you please repair my jewellery?
What if my Joolz arrives, and I am unhappy with the length of the necklace/earrings/bracelet?
Is there any guarantee on the purchases I make?

How can I pay for the Joolz I want to purchase?

There are a range of payment options. All items have a Paypal Shopping Basket button, which you can use for secure online credit card payments. Otherwise, contact us via the Contact Page (the link is on the left) and you will receive an emailed invoice once your Joolz order has been processed. That invoice will provide postage & payment options for money order, bank cheque, credit card or direct bank transfer. Once your payment has been processed, your Joolz will be posted to you in an organza bag, using the postage option you have selected. You can also phone and pay by credit card.
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How do I receive my Joolz?

Your Joolz will be placed in an organza bag, and posted to you using Australia Post satchels. You will be given the option of a parcel post satchel, or an express post satchel. The postage costs to any address within Australia are:

• Up to 500g Parcel Post Satchel $5.10 (no registration included)
• Up to 500g Express Post Satchel $7.20 (this includes a registration number for your peace of mind)

If you spend over $100 on Joolz your postage is free!

AND if you are a Joolz subscriber, you can request that your Joolz be gift-wrapped, as a lovely surprise for that special someone!

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Do you post Joolz overseas?

Yes! Joolz can be posted all over the world. The minimum postage costs to many destinations are listed below (Please note where there is an option for Sea Mail: it can take 3 months to deliver)

• Asia - up to 250g: Airmail $7.50
• Canada/United States - up to 250g: Airmail $8.50
• New Zealand - up to 250g: Airmail $6.40
• Africa/Europe - up to 250g: Airmail $10.00

Can I pick up my Joolz rather than pay for postage?

Yes! If you live in Melbourne, you are welcome to arrange to pick up your Joolz. Just email or call to organise a suitable time.

Can I view the Joolz I am interested in first, prior to purchasing?

Yes! If you live in Melbourne, you can make an appointment to visit the showroom. The showroom is open to appointments only. If you live elsewhere in Australia, prior viewing is not available. But there is a guarantee - if you are unhappy with your Joolz for any reason, simply return them in the original packaging within 7 days, and your purchase price will be cheerfully refunded.
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I have sensitive ears. Do your earrings have hypoallergenic earrings hooks?

Yes! You can request surgical steel earring hooks for all earrings at no extra charge. These hooks are ultra-safe for sensitive ears. You can also request an upgrade to sterling silver earring hooks for just an extra $2 per pair.

Can you repair jewellery?

Yes! Many jewellery items are repairable, or replaceable. If you break a necklace, or lose an earring, Joolz may be able to assist. Just email a picture of the item you want repaired and you will be advised if it is possible, and what the cost will be. (Email details can be found via the Useful Information link on the side bar of every webpage)

What if my Joolz arrives, and I am unhappy with the length of the necklace/earrings/bracelet?

Do not despair! It is advisable to check the lengths of such items prior to purchase, by measuring your preferred length of necklace, bracelets and earrings. You can do this by looking at some jewellery that you already own (and like, of course!), or using a measuring tape. However, if you have requested something made specifically for you, and when your Joolz arrives it still seems to be 'not quite perfect' in length, please contact us to let us know you are sending it back for some fine-tuning. Your first re-fit is free! Any further changes requested after this will need to be paid for. Please note re-fits are not available for Bargain Basement jewellery - these are heavily discounted items, and are sold on an as-is basis.
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Is there any guarantee on the purchases I make?

Yes! We guarantee that if you are unhappy with your Joolz, you can return them in the original packaging within 7 days, and you will receive a prompt & courteous refund. Plus your Joolz is guaranteed for repairs for 2 years - if your joolz need it during that time, all repairs are absolutely free!

Please note the guarantee covers everything you purchase online at Joolz except the Bargain Basement items and seed bead bracelets. These are our lowest-priced jewellery, and as such no returns/repairs are available on these items.

Please note that the guarantee cannot extend to items purchased specifically for use in alternative therapies (eg hematite bracelets for pain relief). We can advise that these stones are known to be beneficial for such use. Joolz clients have given us feedback that they do use them most effectively for this purpose. However we are not medically accredited and cannot legally provide an alternative to medical care, so must advise that unfortunately this is not a guarantee that we are able to provide for you.
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