CONTACT THE DARK HORSE JEWELLERY
Call 1800 548 003
SHIPPING AND DELIVERY
All orders are carefully inspected and packed before they are dispatched, to ensure the items are in perfect condition on arrival.
To avoid delays in receiving your parcel, we suggest that you have the item delivered to an address where someone will be available to sign for it.
To reduce the risk of online credit card fraud additional identification may be requested, such as a current driver license or passport, credit card or any other form of identification that will assist in confirming the identity of the card holder.
Please note that The Dark Horse is not responsible for the courier’s delivery schedule. If there are road, traffic or freight issues we will help get you your package ASAP however TDH is not responsible for the delivery once it leaves the head office.
Deliveries over $200 paid in full (Australia wide) are FREE!
STANDARD DELIVERY $5 (2-5 WORKING DAYS)
EXPRESS DELIVERY $10
AUSTRALIA WIDE NEXT DAY DELIVERY (METRO ONLY, RURAL AREAS MAY TAKE A FURTHER ONE DAY) BEFORE 3PM (AEST)
To be eligible for our next day delivery system, your order must be placed by 3pm (E.S.T). This system works best for metro areas based in Australia, if you are in a rural area please allow one more day.
INTERNATIONAL DELIVERY $10 (UP TO 12 WORKING DAYS)
EXPRESS INTERNATIONAL DELIVERY $30 (6-8 WORKING DAYS)
All products are insured against loss while in transit to you. Once you have received the parcel, the goods are your responsibility and The Dark Horse does not insure your item any longer.
If you need to return your item/s for either an exchange or refund, the items will be insured again while in transit to TDH. Please see our Returns Policy for further information.
If you refuse a shipment from The Dark Horse, you are responsible for the original shipping charges, any Import Fees (Customs charges) that are incurred on the package, and the cost of returning the package to TDH. This amount will be deducted from your merchandise refund.
All orders are shipped by courier through express post platinum, which is an overnight service. Orders must be received before 3 pm each day, to be entitled to the next day delivery service. We try our hardest to ensure fast delivery, although sometimes deliveries can be delayed beyond our control.
When your product is dispatched you will receive an email containing a tracking number and instruction on how to track your package. If a parcel is shipped and no signature can be obtained at the delivery address, it will be taken to your nearest Australian Post Shop for collection. Please collect your parcel within five business days to ensure it is not returned back to The Dark Horse.
The delivery times provided are estimates only. Actual delivery is provided by third parties outside of our control. The Dark Horse will not be held accountable for late deliveries or loss or damage relating to late deliveries. Please ensure you enter the correct delivery address. The Dark Horse can not be held responsible for incorrectly entered delivery addresses.
Please note that parcels shipped to areas outside the next day delivery area may take an additional day to deliver.
Your order will be shipped through International Registered Post, which generally takes up to 10 days to be received after it has been shipped.
We try our hardest to ensure fast delivery, although sometimes deliveries can be delayed beyond our control.
Please note each country has different import duty and tax thresholds. Depending on your countries import laws you may be charged import duty and taxes by customs at the packages point of entry. Customers are responsible for all custom duty and taxes.
Please check your country's taxes, duties, fees, and import restrictions before ordering from our site
Please contact us to obtain instructions before returning a product. Once we receive your return, please allow one week processing time. We do offer refunds for change of mind, however we also offer exchanges or credit notes.
Full refunds are only accepted if the tag remains on the items. If the tag has been removed, The Dark Horse will refuse the refund/exchange. For hygiene reasons, we are not able to accept returns on earrings unless they are faulty.
Return & Exchange
Please contact the customer service department within seven days from the date you receive your item/s. We will provide you with a return authority number and instructions on how to return the item/s.
Exchanges and returns are free, as we will send you an pre-addressed express post bag. You then simply need to pop the satchel in any Australia Post box. On arrival the item will be inspected to ensure it hasn’t been worn. Products must be returned in their original condition and in their original packaging complete with all tags, instructions and inserts. Once the return has been processed you will either be supplied with the exchange item/s of your choosing or a refund to your designated payment type.
The Dark Horse is not responsible for and will not accept the return of any item that is not returned in a new, unused and unworn condition. All returns must be authorised by The Dark Horse customer service.
If an item is returned damaged or not in the condition it was sent to them in, it will sent back to the customer and another delivery fee will be charged.
International customers who would like to return or exchange the product need to contact the customer service department within ten days of arrival. Please note that international customers are responsible for returning the product to The Dark Horse and all charges incurred are at your expense. All products are to be sent using an appropriate postal service with insurance to ensure the items are secure in transit.
Items are carefully inspected and packed before they are shipped. Goods are classified as faulty if they are received damaged. Damage occurring while in transit is uncommon, although in the unlikely event this occur please contact us as soon as possible. Keep all of the original packing material and we will provide you with further instructions. On return of the item we will investigate the fault or damage immediately.
We must be contacted within two days of the item being received. The return must be authorised by customer service at The Dark Horse
PLEASE NOTE: Due to limited supply of our products the item that you have purchased may be sold out and a complete refund will be issued. If you contact us after two weeks of purchasing an item, about a faulty issue, no refunds can be processed and if we can not obtain you a new item a credit note will be issued.
Please contact the customer service department through email at email@example.com
. You will be given a return authority number and delivery address to return the item/s. Please note that at this point in time, all international customers are responsible for returning the products and all charges incurred are at your expense.
It is a requirement that the items be sent using an appropriate postal service with a tracking system. Once the item/s have been received you will either be sent your new item/s or be issued a refund.
TAKE HOME LAY-BY
The lay-by option is available for items over $100.
Currently Australian customers are only able to use the take home lay-by system. When in checkout you will be see an option, when picking method of payment, to choose lay-by, if your item is over $100.
Please note, the lay-by policy can only be used for one item at a time. A 30% deposit must be paid initially and the item/s will be sent out to you immediately.
You will then have exactly four weeks from the date you paid the deposit to finalise the payment. Just log into your account and choose how much you would like to pay off. Failure of payment within the four weeks is theft and The Dark Horse will not hesitate to take legal action. You will be notified after the four weeks if payment has not been made as we understand we can all forget. Legal action is only taken after a certain period after the four weeks has ended and no contact has been made by the customer.