Frequently Asked Questions
Q. How can I contact the e-boutique directly?
A. For assistance with your online shopping, please contact our e-boutique directly;
+61 2 9232 8510
e-boutique@fairfaxandroberts.com.au
Q. How do I search for a product?
A. To search for a desired product, simply enter your preference within the search field located at the top right hand corner of the e-boutique and all possible results will appear for you to browse.
Q. Do I need to register to place an order?
A. Yes, registration is required when making a purchase. You will be prompted to complete the registration process prior to commencing through to checkout.
Q. How do I register?
A. You can register in a number of ways, including via the My Account field located at the top right hand corner of the e-boutique. Alternatively, when making a purchase you will be prompted to register.
Q. How do I place an order?
A. Placing an order with Fairfax & Roberts is both secure and convenient. Simply follow the prompts to our e-boutique and select the items you wish to purchase by clicking on the "Add to Wishlist" option. Repeat this process with all the items you would like to purchase. Once you have added your desired items to your Wishlist, click on the “Add all to Cart” option. Follow the directions through the checkout process to complete your order. You will be able to review all details of your order before confirming it at the very end of the checkout process.
Q. What if I can’t find what I’m looking for?
A. Some jewellery may not be available for purchase directly within our e-boutique in which case, please contact us directly;
+61 2 9232 8510
e-boutique@fairfaxandroberts.com.au
Q. Will my purchase be gift wrapped?
A. Purchases of Fairfax & Roberts jewellery through the e-boutique will arrive in the hallmark Fairfax & Roberts timber box, gift wrapped complete with ribbon. Deakin & Francis cufflinks and Buccellati jewellery items will be within their respective packaging, unless requested otherwise.
Q. How can I change my personal details?
A. Should you wish to update and/or change your personal details simply login to your account and make any changes at the ‘My Personal Details’ page.
Q. What should I do if I forget my password?
A. On the occasion you have forgotten your password, simply click the ‘Forgot My Password’ option on the login page and enter your email address. A link to change your password will be sent to your nominated email address.
Q. Who can sign for my parcel?
A. Only the person purchasing the product, who has submitted photo ID and a copy of their signature to the Fairfax & Roberts e-boutique can sign for the parcel.
Q. What payment methods are available?
A. You can pay online via the following payment methods;
PayPal
Visa
Mastercard
Alternatively, please call our e-boutique directly on +61 2 9232 8510 to discuss additional payment methods.
Q. When will my card be charged?
A. Upon processing your order, the nominated credit card will be charged.
Q. How do I know my order has been received?
A. You will receive an immediate confirmation of your order to your nominated email address, followed by a phone call from our e-Boutique confirming the status of your order.
Q. How do I track my order?
A. You will be notified via email of your tracking number. For tracking of Australia wide post, you can visit the Australia Post website http://auspost.com.au/track/. For International Post you can visit the Fedex website www.fedex.com/Tracking
Q. How do I cancel/change my order?
A. Should you wish to cancel or alter your order, please contact our e-boutique directly;
+61 2 9232 8510
e-boutique@fairfaxandroberts.com.au
Q. Is there a charge for delivery?
A. No, Fairfax & Roberts offer complimentary shipping for all online shopping.
Q. Can I change the delivery address?
A. Yes, the delivery address can be changed prior to shipping the parcel. Should you wish to change the address, please contact our e-boutique directly;
+61 2 9232 8510
e-boutique@fairfaxandroberts.com.au
Q. Is GST included in the advertised price?
A. Yes, GST is reflected in the advertised price.
GST will be deducted from the listed price for international shipments. Please bear in mind you will be responsible for any taxes and or duties that are imposed by the country of import.
Q. What is the return policy?
A. Should you wish to return a product, the product must be: (a) in original, unworn, non-damaged condition; (b) received within 30 days of purchase; (c) accompanied by the original sales receipt and packaging; and (d) accompanied by the diamond grading report originally delivered to you together with the Product (if any).
Returns can be sent, via an insured method arranged by the customer, directly to:
Fairfax & Roberts
19 Castlereagh Street
Sydney NSW 2000 Australia
Fairfax & Roberts will not be held accountable for any loss or damage to the product/s whilst in transit. This is the responsibility of the customer until Fairfax & Roberts respond with written communication of the safe arrival of the parcel.
Alternatively, you can exchange your product for another product by contacting our e-boutique directly;
+61 2 9232 8510
e-boutique@fairfaxandroberts.com.au
Q. How can items be returned directly to the store?
A. Yes, direct returns can be arranged. All orders are accompanied by a Return Slip. Returns must be received within 30 days of purchase, accompanied by the Return Slip. Return postage, insurance and all fees/duties will be payable by the sender. Item/s must be returned in their original condition, with original packaging.
Returns can be sent, via an insured method arranged by the customer, directly to:
Fairfax & Roberts
19 Castlereagh Street
Sydney NSW 2000 Australia
If you have any questions, please contact our e-boutique on +61 2 9232 8510 or via email to e-boutique@fairfaxandroberts.com.au. A representative will be available to assist you from 10:00am to 5:30pm AEST Monday to Friday.
Q. Can I arrange a collection?
A. Yes. Collection can be made at our Sydney Showroom, 19 Castlereagh Street, Sydney NSW 2000. To arrange a personal collection, please contact our e-boutique directly;
+61 2 9232 8510
e-boutique@fairfaxandroberts.com.au
Q. What should I do if my order is incomplete or damaged?
A. Fairfax & Roberts take the utmost care in preparing all orders to the highest standard. In the unlikely event your order is incomplete or damaged, please contact our e-boutique directly;
+61 2 9232 8510
