Shipping policy

Order Processing Time

We make every effort to process orders within 24-48 hours after we receive them, with the exception of weekends when postage may not be possible within this time frame. Should there be a delay in processing we will notify you via email or phone.

You will receive a notification when your order has shipped.

Shipping Rates 

Within Australia our rates are:

Standard Shipping (3-6 business days) - $10.95 

Express Post Shipping (1-3 business days) - $15

Shipping charges for your order will be calculated and displayed at checkout.

International Shipping

Yes! We currently offer international shipping. Shipping costs will be calculated at checkout.

Please note: Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Jalu Jems is not responsible for these charges if they are applied and are your responsibility as the customer.

Environmental Impact

Where possible we use a cardboard box and recyclable packaging materials in order to reduce our environmental footprint.

Order Tracking & Lost Packages

Once your order ships, you will receive an email containing a tracking number. Please allow 24-48 hours for the tracking information to become available. If your order does not arrive within 10 business days of receiving your shipping confirmation email, please contact us at jalujems@gmail.com with your name and order number, and we will look into it for you.

Returns and Refunds

We accept returns up to 14 days after delivery, if the item is unused and in its original condition. We will refund the full order amount minus the shipping costs for the return. In the event that your order arrives damaged in any way, please email us as soon as possible at jalujems@gmail.com with your order number and a photo of the item's condition. Please see our Refunds Policy for more info.