Shipping policy
Where do you ship?
We currently ship to Australia, New Zealand, the United States, and the United Kingdom. Additional destinations may be added in future releases.
Is a signature on delivery required?
Yes. All insured parcels require a signature on delivery to ensure safe and verified receipt. If you’re unavailable, DHL will leave a notification and either re-attempt delivery or hold your parcel at a nearby DHL ServicePoint or DHL facility for ID-verified collection. You can manage delivery preferences (e.g., schedule a new day, collect at a ServicePoint) via DHL On Demand Delivery using your tracking link. Collection from a DHL facility or ServicePoint requires government-issued photo ID; the receiver’s name must match the order.
How much is shipping?
We offer complimentary Express shipping on all orders of $500 or more (in your local currency).
Shipping rates by destination are outlined below.
Are my orders insured during shipping?
Yes. All orders are fully insured in transit (see limits and T&Cs below)—domestic shipments via DHL Express and international shipments via our specialist insurer, Secursus—covering loss, theft, and damage until signature on delivery.
High-Value & Reserve Collection:
All orders—domestic or international—in the Reserve Collection, pieces over €25,000, or loose gemstones cannot be shipped under standard coverage. Please contact us to arrange VIP delivery or in-person collection.
(Reminder for Australia: pieces over €10,000 cannot be purchased online or shipped; please contact us to arrange VIP delivery or in-person collection.)
Packaging & discretion: For security, all parcels are shipped in neutral, unbranded outer packaging with no reference to jewellery.
Currency note: Thresholds shown in euros (€) are used for insurance/coverage limits; amounts paid at checkout are in your local currency and may vary slightly with exchange rates.
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AUSTRALIA
How will my order be shipped?
In Australia, all orders are shipped via DHL Express. Every parcel includes:
- Tracking: You’ll receive a tracking number as soon as your order is dispatched.
- Signature on Delivery: For your security, all Stone River Gems orders are delivered by DHL Express with signature required. If you’re unavailable at the address, DHL will re-attempt delivery or hold your parcel at a nearby DHL ServicePoint/DHL facility for ID-verified collection. You can update delivery instructions via DHL On Demand Delivery (link in your tracking). Collection from a DHL facility or ServicePoint requires photo ID; the receiver’s name must match the order.
Complimentary In-Person Delivery Tasmania
We offer complimentary in-person delivery within Tasmania for select pieces, subject to the following:
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Within 30km of St Helens, Tasmania:
Complimentary in-person delivery on orders valued at $300 AUD or more -
Anywhere in Tasmania:
Complimentary in-person delivery on select pieces valued at $5,000 AUD or more
Delivery is:
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Arranged by mutual agreement
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Completed in person only
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Confirmed at handover
PO Boxes, unattended deliveries, and authority to leave are not available for in-person deliveries.
Important for Australian customers
Pieces valued above €10,000 cannot be purchased online or shipped under standard coverage. Please contact us at hello@stonerivergems.com or +61 416 469 851 to arrange VIP delivery or in-person collection before purchasing. We will not ship items without insurance.
Shipping rates
- Free Express Shipping on orders $500 AUD and above
- $45 AUD flat rate on orders under $500 AUD
Estimated delivery times
- Metro: typically 1–2 business days
- Regional/remote: typically 2–5 business days (postcode dependent)
*During field work we may dispatch from remote locations; when this occurs, estimated delivery windows may fluctuate and your tracking will reflect any adjustments.
Dispatch time
Orders are usually dispatched within 1–2 business days (Mon–Fri, excluding public holidays). During launches or busy periods, dispatch may take an additional business day. Orders placed after 12:00 (AEST/AEDT) may be processed the next business day.
Other useful information (Australia)
- PO Boxes/Parcel Lockers: DHL Express cannot deliver to PO Boxes or Parcel Lockers. Please provide a street address.
- Address changes: If you need to change the delivery address after dispatch, contact us as soon as possible; changes aren’t always possible once in transit.
- Authority to Leave: Not available on insured shipments—signature is required.
- Remote or regional deliveries: Some locations may require an extra business day.
Insurance (Australia)
Are my orders insured during shipping (Australia)?
Yes. All jewellery shipped within Australia is insured through DHL Express Shipment Value Protection for items valued up to €10,000. This provides cover for loss, theft, or damage during transit until signature on delivery. If Shipment Value Protection is not in place, DHL’s default liability is limited by international conventions (weight-based), which is why we do not ship without insurance.
What do I need to do as a customer?
No action is required — insurance is automatically included with all eligible shipments. Once your order has been dispatched, you’ll receive a tracking number and confirmation that your parcel is insured.
What happens if my package is lost or damaged?
While rare, if your insured parcel is lost or arrives damaged:
- Contact us immediately at hello@stonerivergems.com or +61 416 469 851.
- Please keep all packaging and contents exactly as received and photograph: the outer carton (all sides), the shipping label/barcode, internal cushioning, and the item.
- We will lodge the claim with DHL Express on your behalf and manage all follow-up. Once approved, we’ll arrange a replacement or refund according to your preference and availability.
Are there time limits for reporting a lost or damaged parcel?
Yes. To keep your cover intact, please let us know as soon as possible. DHL Express requires that any loss or damage claim is lodged within 30 calendar days of the shipment date. For late-delivery (Money-Back Guarantee) requests, claims must be raised within 14 calendar days of the shipment date. Note: DHL’s Money-Back Guarantee applies only to eligible services/lanes and excludes events outside DHL’s control (e.g., customs/security holds).
We handle all filings with DHL on your behalf. Please inspect your parcel as soon as it arrives. If anything appears wrong, contact us immediately at hello@stonerivergems.com or +61 416 469 851, so we can assist with filing a claim.
View DHL Express' full T&C's here
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INTERNATIONAL (New Zealand, United States, United Kingdom)
Carrier and service
For international shipments, all orders are shipped via DHL Express Worldwide.
Tracking
You’ll receive a tracking number as soon as your order is dispatched.
Signature on Delivery
For your security, all Stone River Gems orders are delivered by DHL Express with signature required. If you’re unavailable at the address, DHL will re-attempt delivery or hold your parcel at a nearby DHL ServicePoint/DHL facility for ID-verified collection. You can update delivery instructions via DHL On Demand Delivery (link in your tracking). Collection from a DHL facility or ServicePoint requires photo ID; the receiver’s name must match the order.
Shipping rates
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New Zealand: $45 AUD flat rate on orders under $500 AUD; Free Express Shipping on orders $500 AUD and above
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United States: $65 AUD flat rate on orders under $500 USD; Free Express Shipping on orders $500 USD and above
- United Kingdom: $65 AUD flat rate on orders under £500 GBP; Free Express Shipping on orders £500 GBP and above
Estimated delivery times
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New Zealand: typically 1–3 business days
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United States (major metros): typically 5-7 business days
- United Kingdom (major metros): typically 5-7 business days
*During field work we may dispatch from remote locations; when this occurs, estimated delivery windows may fluctuate and your tracking will reflect any adjustments.
Dispatch time
Orders are usually dispatched within 1–2 business days (Mon–Fri, excluding public holidays). During launches or busy periods, dispatch may take an additional business day. Orders placed after 12:00 (AEST/AEDT) may be processed the next business day.
Other useful information (International)
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PO Boxes/Parcel Lockers: DHL Express cannot deliver to PO Boxes or Parcel Lockers. Please provide a street address.
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Address changes: If you need to change the delivery address after dispatch, contact us as soon as possible; changes aren’t always possible once in transit.
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Authority to Leave: Not available on insured shipments—signature is required.
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Remote area deliveries: Some locations may require an extra business day.
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Customs processing (United States, New Zealand & United Kingdom)
We ship Delivered Duty Paid (DDP) to the United States, New Zealand, and the United Kingdom. This means all applicable import duties, VAT/GST, and taxes are calculated and collected at checkout — so there are no surprise charges on delivery.While DDP removes unexpected costs, occasional customs or security checks may extend delivery timeframes.
KYC / ID requirements:
For high-value orders, customs authorities may request additional information from the recipient, such as proof of identity or tax/importer details. If this occurs, we’ll guide you through the process to ensure a smooth clearance.If final customs clearance confirms a lower or exempt rate than originally collected, any difference will be automatically refunded.
Are my orders insured during shipping?
Yes. All international shipments are insured through DHL or Secursus from carrier pickup to delivery (signature required), or up to 14 days from pickup, whichever occurs first.
What is Secursus?
Secursus is a global shipping insurance service that covers high-value goods, including fine jewellery, gemstones, and watches. They offer comprehensive protection beyond what most postal carriers provide.
What do I need to do as a customer?
No action is required — insurance is automatically included with eligible shipments. At delivery, if the parcel looks damaged or tampered, please note precise reservations on the courier’s device/paper before signing (you may ask to inspect). Keep all packaging and contents.
What happens if my package is lost or damaged?
While rare, if your insured parcel is lost or arrives damaged:
- Contact us immediately at hello@stonerivergems.com or +61 416 469 851.
- We’ll file a claim with DHL or Secursus on your behalf.
- Once the claim is approved, we’ll work with you to replace or refund your item accordingly.
Are there time limits for reporting a lost or damaged parcel?
Yes. If your parcel is lost or arrives damaged, it must be reported within the following timeframes to be eligible for an insurance claim through Secursus:
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Damage: report to us within 3 days of delivery (with photos).
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Loss/theft: report to us within 7 days of the expected delivery date.
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Secursus filing deadline: we must submit the claim via the Secursus interface within 14 days of the pickup date (absolute), and provide required photos/documents within 14 days of pickup or 3 days of delivery as requested.
Please inspect your parcel as soon as it arrives. If anything appears wrong, contact us immediately at hello@stonerivergems.com or +61 416 469 851, so we can assist with filing a claim.
Exclusions & Limitations: Secursus does not cover, among other things, shipments with no/incorrect signature, inadequate packaging, inherent defect, cosmetic scratches/normal wear, or shipments to/from parcel lockers without prior written approval. View Secursus' full T&C's here
International Customs Duties & Taxes
We proudly offer Delivered Duty Paid (DDP) shipping for our customers in the United States, New Zealand, and the United Kingdom. This means all applicable import duties, VAT/GST, and taxes are included in your total at checkout — no surprise costs upon delivery. Your order will arrive fully cleared through customs, with nothing more to pay on your end.
United States: Duties and taxes are collected at checkout. If customs confirms a lower or exempt rate at final clearance, any over-collected amount will be refunded.
New Zealand: GST and any applicable duties are collected at checkout. If customs confirms a lower or exempt rate at final clearance, any over-collected amount will be refunded.
United Kingdom: Import VAT and any applicable duties are collected at checkout. If final customs clearance confirms a lower or exempt rate, any over-collected amount will be refunded.
For peace of mind, all international shipments are sent via reliable courier partners and include full tracking and insurance. We believe luxury should be seamless — no unexpected fees, delays, or paperwork.
U.S. territories we cannot ship to
Due to courier and insurance limitations, we do not currently ship to the following U.S. territories: American Samoa, Guam, Northern Mariana Islands, Puerto Rico, U.S. Virgin Islands.
International Shipping Disclaimer
Please note: Import regulations vary by country. It is the responsibility of the customer to ensure that jewellery and high-value gemstones can be legally imported into their destination prior to purchase. We recommend checking with your local customs authority for any restrictions or documentation requirements related to fine jewellery, precious metals, or gemstones. Stone River Gems is not liable for shipments delayed, returned, or declined by customs due to import restrictions in the destination country.
If you are unsure, please contact us before placing your order — we're happy to help explore alternative delivery options.
What fees are involved in rejecting or return-to-sender parcels for International shipments?
For all parcels rejected or returned to the sender, the customer will be responsible for covering the full costs charged by customs and DHL. The minimum charge for these instances can vary, starting from $80.00 AUD, depending on the country where the parcel has been denied.
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Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Our shipping insurance and claim processes operate in addition to your statutory rights and remedies.
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Contact
hello@stonerivergems.com | +61 416 469 851 (AU) | 0416 469 851 (local)