Shipping and Returns

Shipping information

Each item is carefully crafted, polished and beautifully presented in a jac&hugo pouch. Then safely packaged so that it arrives to you in perfect condition. I will endeavour to make your piece within 7 business days, however it is dependent on the number of orders for that week.

Shipping within Australia
All parcels are shipped EXPRESS POST with AUSTRALIA POST. This is an overnight service to capital cities with-in Australia Mon-Fri and can be tracked.

International shipping 
All parcels are shipped using DHL Express. Please allow 5-7 business days.

*Customs Duties and import taxes of your country may apply to your shipment. Please be aware of this before purchasing. Any import charges will be your responsibility.

*Please advise promptly if your order has not been received within 2 weeks of the dispatch notification. Every effort will be made to make sure you receive your item. But please note that after 3 weeks from dispatch date, any loss must be the customers responsibility if there is no follow up within this time with jac&hugo. To date, jac&hugo has not lost an order during shipping.

Return and exchange policy

Returns, exchanges and cancellations are not accepted. However, please get in touch if there are problems with your order.

The aim is to delight, and give years of joy with the items you are purchasing. Please keep in mind that jac&hugo jewellery is completely handmade and personalised goods are hand stamped. Slight imperfections in forging and stamping of silver and gold are part of the character, design and charm of a true 'one of a kind' piece. But if you are not happy with your purchase please let me know as soon as you receive it.

As everything is made to order, please be careful when choosing your size. Jac&hugo does NOT carry stock, your ring or jewellery piece is made for you alone and cannot be refunded. If it is necessary to exchange for another size, please note that a new item would need to be made and you'll need to pay for shipping each way plus a re-make fee of AU$50 per item. 

If an exchange is agreed to, Items must be unworn and returned immediately. Exchanges are limited to 1 month from the despatch date for International orders and 2 weeks for domestic orders. The item must be unworn.

9ct gold
Please Note as jac&hugo is a small business that does not carry stock, there are no exchanges, returns or refunds on GOLD jewelry. However, once I receive your order or enquiry, I will be working closely with you to make sure all the details are perect and your exact size is established before proceeding. It's a creative journey that you will be a part of every step of the way.

Custom, stamped and personalised items
These include rings in sizes above a US9 and any custom order or hand stamped item. Once your order is placed however, I will be working closely with you to make sure of your size and that all details are correct before proceeding.

In the unusual circumstance that jac and Hugo agrees to a return there will be a AU$50 per item fee applied. Shipping cannot be refunded.