Shipping policy
Effective date: 25 October 2026
This Shipping Policy explains how AGOVIA dispatches and delivers your order, the carriers we use, how insurance and risk are handled, and your responsibilities as the recipient. It applies in addition to our Terms of Service and your rights under the Australian Consumer Law (ACL), which cannot be excluded.
1. Processing and dispatch
Ready to ship orders are dispatched within three (3) business days of order confirmation, subject to stock and order verification. Bespoke commissions are dispatched once production is complete and the balance has cleared. Lead time for bespoke pieces is five (5) to seven (7) weeks from payment, unless otherwise quoted.
2. Delivery timelines
All delivery timeframes provided by us — whether on the website, in studio, by email, or otherwise — are estimates only. Actual delivery may be affected by carrier processing, customs clearance, weather, supplier delays, and other factors outside our reasonable control. AGOVIA is not responsible for delays caused by third-party shipping carriers, customs authorities, or international delivery networks.
3. Carriers
We dispatch through reputable, tracked, signature-on-delivery carriers. Our default carriers are:
- Domestic Australia — Australia Post Express (AusPost Express) or, where required, StarTrack Express.
- International — DHL Express.
- Orders valued over AUD $1,000 (regardless of destination) — DHL Express by default.
We may, at our discretion, dispatch via an alternative carrier of equivalent service and tracking standard where this is appropriate for the destination, value, or timeframe.
4. Shipping fees and freight surcharges
Shipping fees displayed at checkout reflect carrier rates current at the time of pricing. International freight, fuel surcharges, security surcharges, and currency-driven adjustments are set by the carriers and can change at short notice in response to global events, fuel-price movements, customs reform, and other operational factors.
If a carrier changes its rate between checkout and dispatch, we will contact you before dispatching and will not charge more without your approval.
5. Insurance
Orders of AUD $1,000 or more are insured in transit against loss, theft and damage at no cost to you. Cover runs from dispatch to signed delivery.
Orders under AUD $1,000 travel tracked and signature on delivery. Transit insurance for these orders is available on request before dispatch, at the carrier's rate. Email hello@agovia.com.au with your order number and we will add it to your invoice.
If an insured parcel is lost or arrives damaged, let us know as soon as it is apparent and we will manage the claim with the carrier and repair, remake or replace the piece. Nothing in this clause limits your rights under the Australian Consumer Law.
6. Risk and title
For orders of AUD $1,000 or more, risk in the goods stays with AGOVIA until the parcel is signed for. For orders under AUD $1,000 without insurance arranged, risk passes to you on hand-over to the carrier and the carrier's terms govern transit.
Title to the goods passes to you on receipt by AGOVIA of cleared payment in full.
Nothing in this clause limits the consumer guarantees that apply to your purchase under the ACL.
7. Delivery address and recipient
You are responsible for providing a complete and accurate delivery address at the time of purchase. We do not deliver to PO Boxes or parcel lockers for jewellery orders. Once an order is dispatched, the delivery address generally cannot be changed; any changes are subject to carrier policy and may incur an additional fee. If an order is returned to us because the address provided was incorrect, incomplete, or the parcel was unclaimed, a re-delivery fee will apply.
8. Lost, stolen, or damaged parcels in transit
If your parcel does not arrive within a reasonable time after the estimated delivery date, please contact us at hello@agovia.com.au with your order number so we can lodge an enquiry with the carrier. Carrier investigations typically take up to ten (10) business days for domestic orders and up to thirty (30) business days for international orders.
For orders of AUD $1,000 or more, and any other order where insurance has been arranged, we will manage the claim with the carrier or insurer and arrange a replacement, repair or refund as appropriate. For orders under AUD $1,000 without insurance arranged, liability for the parcel sits with the carrier under the carrier's terms; AGOVIA will lodge the enquiry and provide reasonable assistance but is not liable for loss, theft or damage occurring after dispatch, to the extent permitted by law.
Once a parcel has been marked as delivered to the address you provided, AGOVIA is not responsible for theft, loss, or damage occurring after delivery.
9. Import duties, taxes, and customs
International orders may be subject to import duties, taxes, and customs charges imposed by the destination country. These charges are determined by the destination country's authorities and are payable by the recipient. AGOVIA cannot estimate or refund these charges. If a parcel is refused at customs or by the recipient and returned to us, return shipping, customs, and any restocking charges will be deducted from any amount refunded (where a refund is required under the ACL or otherwise agreed).
10. Collection from studio
Where you elect to collect your order from our Melbourne studio, you must collect it within fourteen (14) days of being notified that it is ready. We may dispose of uncollected goods in accordance with applicable law (including Part 4.2 of the Australian Consumer Law and Fair Trading Act 2012 (Vic)) where reasonable attempts to contact you have been unsuccessful.
11. Peak periods and unforeseen events
During peak periods (such as Christmas, end of financial year, and major sale events) and where unforeseen events occur (including industrial action, public-health restrictions, severe weather, carrier disruptions, and natural disasters), processing and delivery may take longer than the estimates above. We will use reasonable efforts to keep you informed of material delays.
12. Contact
For shipping enquiries, insurance requests, or to update delivery instructions, please contact hello@agovia.com.au quoting your order number.