Shipping and Returns
PRODUCTION TIMELINE
Your order will be processed Monday-Friday AEST, excluding weekends and public holidays. As our pieces are handcrafted on a made to order basis, please allow at least six weeks for production and delivery. This timeline will begin the next business day after your purchase. In the event that there are production or delivery delays, the Customer Care team will contact you directly.
If you urgently need your piece, please try to let us know as soon as possible. Please be mindful that handcrafting each basci piece requires time, precision, and a strict attention to detail, and as such we may not be able to meet every urgent request. Beauty cannot be rushed, but we will try our very best!
SHIPPING
You will receive an automated email notification once your order has been placed, and another automated email with your unique tracking number once your basci piece is on its way to your doorstep.
Due to the high value of your basci piece, our parcels will be unbranded to ensure they remain discrete upon delivery. Please note that we do not ship to PO Boxes, and you will also be required to sign for your parcel on delivery. If nobody is available to collect and sign for your delivery, it will be held at the nearest post office for your collection.
Please ensure you triple check all the details you provide us with at checkout, as we cannot be held liable or responsible for incorrect deliveries details provided by the customer. All unsuccessful deliveries due to incorrect address or a failure by the customer to collect their parcel from the local post office will not give rise to a refund or replacement order.
From the moment you receive your tracking number, the following delivery time frames apply:
Metro areas: 1 – 3 business days
Regional areas: 3 – 7 business days
Metro Areas include Sydney, Melbourne, Brisbane, Canberra, Perth, and Adelaide.
The cost for postage, payable at checkout, is $15 AUD. All orders over $1000 AUD will receive complimentary shipping.
ORDER CANCELLATIONS
We are unfortunately unable to cancel or change any orders once they have been placed due to the extensive production process involved. We do however understand that mistakes can happen, and if you have incorrectly listed any sizing details or need to change your address, please email us as soon as possible can so we can try our best to amend your order.
Please contact Customer Care here.
RETURNS AND RESIZING REQUEST
Unfortunately, basci fine jewellery does not offer refunds or exchanges for a change of mind, as all pieces are made to order and are bespoke in nature. Please consider this prior to placing your order.
We do, however, understand that sometimes errors may arise when selecting a size. In this circumstance, we are able to assist with resizing your piece within a 7-day period. Please note that a fee may be incurred for this service.
It is at the customer’s expense to safely return piece(s) to our Sydney studio and remains the responsibility of the customer until a member of our basci Customer Service team confirms receipt
Due to hygiene reasons, please note that earrings cannot be exchanged.
To avoid disappointment, we highly recommend that you refer to our Size Guide when selecting your items.
Please contact Customer Care here if you wish to initiate a resize request.
DAMAGED ITEMS
At basci, it is our mission to provide quality fine jewellery and hope you never receive a faulty or damaged item. Unfortunately, these things can sometimes happen, and will do our best to resolve the issue as soon as possible.
We will repair any items where it is found that the damage is a proven manufacturing fault, determined by our Customer Care team.
A faulty or damaged item only covers manufacturing defects, this does not include neglect, loss of item, general wear and tear, chain breakage and tarnishing. Repairs will not be carried out if we find that your basci piece has been bent, engraved, altered and modified, damaged by accident, misuse, and discolouration caused by foreign substances.
Please note that all metals tarnish over time, however, contact with foreign substances such as hand sanitiser, cleaning agent, soap, cosmetic products, and acidic skin types can cause discolouration much faster. Tarnishing and discolouration’s caused by the above reasons will not be covered. Scratches are not considered a manufacturing defect as they occur from everyday wear.
Please note that normal wear and tear of your basci piece is not considered a fault. Your basci fine jewellery pieces are delicate in nature and should be handled with proper care. You can view our Jewellery Care instructions here.
If you have received a damaged item, please contact Customer Care here.