Terms of Sale

These Terms and Conditions constitute a legally binding contract between the client ('you') and CULLEN INVESTMENT GROUP PTY LTD trading as Cullen Jewellery (ABN 77 632 926 017) ('Cullen Jewellery') and apply to the ordering purchase, fulfilment and delivery of goods ('Goods') from www.cullenjewellery.com

By placing an order for Goods from Cullen Jewellery you agree to these Terms and Conditions.

Please read the following Terms and Conditions carefully before placing your order.

SECTION 1: Legal Rights

Your purchase of Goods comes with guarantees subject to the Australian Consumer Law. Under these laws all products must be of acceptable quality, reasonably fit for purpose and must correspond to the relevant description. If you experience a major failure with our goods or services you are entitled to a replacement or refund and compensation for any other reasonably foreseeable loss or damage resulting from our product or service. If the goods fail to be of acceptable quality but the problem does not amount to a major failure, you are entitled to have the goods repaired or replaced.

SECTION 2: Prices and Taxes

Prices for Goods are displayed on our websites.

Cullen Jewellery reserves the right to change the prices of Goods at any time without notice to you.
All prices of Goods are quoted in your local currency (or USD). Local taxes and duties may be applicable to your order.
Pricing is subject to change. Quotes provided are valid for 30 days only.

SECTION 3: Orders

3.1 Placing an Order

Once you are ready to make a purchase by adding items to your Cart, click on the Cart to proceed to Checkout and complete your Order.

You acknowledge and agree that:

An Order submitted by you is an offer to purchase the Goods for the price shown at the time your Order is submitted. Cullen Jewellery may accept or reject your offer in its absolute discretion;
Products displayed on our website are subject to availability. Cullen Jewellery does not guarantee that all products will be available at the time of your Order acceptance;
You have checked your Order carefully, as an Order may not be able to be cancelled once accepted by Cullen Jewellery;
Your Order, if accepted by Cullen Jewellery, will be a separate and binding agreement between you and Cullen Jewellery for the supply of the Goods, in accordance with these Terms and Conditions and Terms of Sale;
All information you have entered is complete, true and accurate;
By placing your Order with us, you acknowledge and tick to agree to our Shipping Policy and Terms of Sale;
You agree that you have selected and confirmed the product or products included in your Order.

3.2 Offer and Acceptance of an Order Request

When you submit an Order Request, you will receive an automatic email acknowledging that we have received your Order Request. Please note that this does not mean your Order Request has been accepted, even if Payment has been made. Your Order Request constitutes an offer by you to purchase the Goods at the price set out in the Order Request.

All Order Requests are subject to acceptance by us. We are not obliged to accept your Order Request and may, at our discretion, decline to accept your Order Request. You acknowledge that by completing the checkout process, you enter into an obligation to pay for the Goods in the event your Order Request is accepted by us.

Client Order Requests are not accepted by Cullen Jewellery until they have been processed and approved at our headquarters.

Once your Order Request has been accepted by Cullen Jewellery, a binding agreement is formed between you and Cullen Jewellery with respect to the supply of the Goods, in accordance with these Terms and Conditions.

Once an Order Request has been accepted, the shipping destination country cannot be changed. Any requested changes to an accepted Order may incur additional fees and charges.

In certain circumstances, Cullen Jewellery may cancel your Order Request after Payment as set out in these Terms and Conditions. These circumstances include, but are not limited to, the following:

If a product is out of stock or discontinued;
If the price or product description was incorrect (in accordance with Section 2 "Prices and Taxes" of these Terms and Conditions);
If a website or technical error causes the price to change during the checkout process;
If your Order Request is identified or reasonably suspected by Cullen Jewellery to be fraudulent, unauthorised, suspicious, or in breach of these Terms and Conditions.

In these circumstances, Cullen Jewellery will contact you as soon as possible with possible options on how to proceed.

In the event that Cullen Jewellery cancels your Order Request after payment has already been processed, we will refund the payment. The refund is normally processed within 5–7 business days, subject to your payment merchant.

Cullen Jewellery reserves the right to correct any and all errors when they do occur and apologises for any inconvenience this may cause.

3.3 Payment of an Order

Payments for an Order are accepted via credit card (please contact us for our list of accepted credit cards) and Cullen Jewellery Gift Cards. We do not accept cryptocurrency payments.

Cullen Jewellery may not be able to, or may decline to, accept payment from you for any reason including, but not limited to:

If the name on the credit card/account does not match the name on the Order Request, or if the Order Request and payment are considered suspicious;
Where our fraud detection systems detect possible irregularities;
Because your financial institution has declined payment or flagged a suspected breach;
Because your credit card has expired.

In these cases, Cullen Jewellery may refuse to accept your Order Request or place your Order Request on hold while requesting additional information from you (such as proof of identity documents).

Should we not hear back from you, or if we do not accept your proof of identity due to suspected fraud, Cullen Jewellery reserves the right to cancel your Order.

3.4 Cancellation of Orders

Cullen Jewellery reserves the right to cancel, at any time before delivery and for any reason, an Order that has been previously accepted. Cullen Jewellery may do this for possible reasons such as those listed in Clauses 3.2 or 3.3, or for reasons including, but not limited to, those listed below:

Goods were subject to an error on the Website in relation to technical errors, descriptions, pricing, or images, which was not discovered prior to the Order being accepted;
Cullen Jewellery's suppliers are unable to supply Goods that they had previously promised to supply;
An event beyond Cullen Jewellery's reasonable control — such as storm, fire, flood, earthquake, terrorism, power failure, or failure of computer systems means that Cullen Jewellery is unable to supply the Goods within a reasonable time;
Cullen Jewellery reasonably suspects fraudulent, unlawful, unauthorised, or suspicious activity in connection with the Order or payment.

You may request Cullen Jewellery to cancel your Order only:

If Cullen Jewellery has breached a material term of this Agreement;
Prior to acceptance of the Order by Cullen Jewellery.

Where Cullen Jewellery cancels your Order, we will send you an email (whether written manually or automatically generated) notifying you of the cancellation.

In the event of an Order cancellation where payment has already been processed, Cullen Jewellery will refund any money paid in respect of that Order. The refund is normally processed within 5–7 business days, subject to your payment merchant.

A cancellation fee may apply where a cancellation request is made after production or fulfilment of the Order has commenced.

For security and fraud prevention purposes, cancellation requests can only be processed with the original purchaser of the Order Request. Where a third party contacts Cullen Jewellery regarding an Order cancellation, we may require direct consent or authorisation from the original purchaser before proceeding.

Cullen Jewellery is not liable to you, or any other person, for any loss, damage, cost, or expense suffered as a direct or indirect result of cancellation of your Order.

SECTION 4: Production, Shipping, Delivery & Collection

4.1 Production Timeframes & Availability

Almost all Cullen Jewellery pieces are made-to-order and produced specifically for each client. Production timeframes may vary depending on the design, materials, gemstone availability, customisation requirements, supplier lead times, and seasonal demand.

Any production timeframe advised by Cullen Jewellery refers solely to the manufacturing, sourcing, preparation, or completion of the item and does not include shipping, transit, customs clearance, or delivery timeframes.

All production and dispatch timeframes provided by Cullen Jewellery are estimates only and are intended as guidance. These estimates do not constitute a guarantee of completion, dispatch, or delivery by a specified date.

During peak trading periods, public holidays, supplier delays, customs delays, or other circumstances outside Cullen Jewellery's reasonable control, production timeframes may be extended without notice.

Where an expedited, rush, or priority production request is accepted by Cullen Jewellery, such request applies only to the production process and does not include or guarantee expedited shipping or delivery services unless otherwise confirmed in writing by Cullen Jewellery.

Shipping and delivery timeframes are separate from production timeframes and may vary depending on the destination country, customs processing, local postal networks, courier operations, weather events, and other external factors.

While Cullen Jewellery endeavours to complete and dispatch all orders within the estimated timeframe provided, delays may occasionally occur. Cullen Jewellery will not be liable for any loss, damage, cost, expense, disappointment, missed event, or consequential loss arising from delays in production, dispatch, shipping, or delivery.

For the most accurate and current production estimates, clients are encouraged to contact Cullen Jewellery directly prior to placing an Order.

4.2 Delivery & Shipment — Customs Process

The risk and title in the Goods pass to you upon delivery of the Goods to the delivery address provided in your Order.

Where you nominate an alternative recipient for delivery, you acknowledge and agree that the nominated recipient is authorised to accept delivery of the Goods on your behalf. The nominated recipient may be required to present valid government-issued photo identification upon delivery or collection of the parcel.

Once an Order has been placed and the shipping destination country has been selected, the shipping country cannot be amended, modified, or changed.

Should a client request a change to the shipping destination country after Order confirmation, Cullen Jewellery reserves the right to cancel the Order and require a new Order to be placed. This policy is necessary due to taxation obligations, customs and import/export regulations, fraud prevention procedures, shipping insurance requirements, and payment verification processes.

Following dispatch of the Goods, Cullen Jewellery will provide a shipping confirmation email containing tracking information where available.

For security and insurance purposes, Cullen Jewellery reserves the right to withhold or limit disclosure of tracking information relating to showroom transfers, high-value shipments, or internal logistics movements.

Deliveries may require a signature upon receipt. If no authorised recipient is available at the time of delivery, the shipment may be redirected to a local postal facility, courier depot, collection point, or other authorised collection location for collection by the recipient.

Cullen Jewellery does not ship to:

APO or FPO addresses;
PO Boxes;
parcel lockers;
military addresses; or
other restricted or unsupported delivery locations as determined by Cullen Jewellery or its courier providers.

Clients are responsible for ensuring all shipping and delivery information provided is accurate, complete, and suitable for secure delivery of high-value Goods. If you are unsure whether your delivery address is eligible or suitable for shipment, please contact Cullen Jewellery prior to placing your Order at [email protected].

If a shipment is returned to Cullen Jewellery due to:

an incorrect or incomplete delivery address provided by you;
failure to collect the shipment within the required timeframe;
refusal of delivery;
unsuccessful delivery attempts caused by recipient unavailability; or
failure to comply with customs or import requirements,

Cullen Jewellery may arrange re-delivery where a reshipping fee applies. Any applicable re-delivery fees will be communicated to you for approval prior to re-shipment.

You acknowledge and agree that Cullen Jewellery may use selected third-party courier and shipping providers for both product orders and service-related shipments, including but not limited to repairs, resizing, maintenance, warranty, or aftercare services.

Any delivery or shipping timeframes provided are estimates only and are subject to delays outside of Cullen Jewellery's control, including courier delays, customs processing, peak periods, or other unforeseen circumstances.

International business-to-consumer (B2C) shipments may be subject to mandatory customs inspections, import clearance procedures, duties, taxes, or regulatory requirements imposed by the destination country.

Clients acknowledge and agree that customs clearance processes are controlled by local authorities and are outside Cullen Jewellery's control. As a result, international shipments may experience delays beyond estimated delivery timeframes.

The recipient is responsible for complying with all applicable import regulations, providing any information or documentation requested by customs authorities or courier providers, and paying any applicable duties, taxes, clearance fees, or import charges unless otherwise stated by Cullen Jewellery.

Cullen Jewellery is not liable for delays, failed deliveries, returned shipments, or additional costs arising from customs clearance processes, import restrictions, or failure by the recipient to comply with local import requirements.

Further information regarding shipping, delivery restrictions, estimated delivery timeframes, and courier services can be found on Cullen Jewellery's Shipping Information page.

4.3 Pick Up of Goods In-Store

You may elect to conveniently pick up your Goods at the Cullen Jewellery showroom if you wish. This option can be chosen when you checkout on the Cullen Jewellery website. There is no charge for this service.

You acknowledge and agree that:

Only the relevant person who ordered the goods may pick up the Goods in-store, unless otherwise agreed between you and Cullen Jewellery. Cullen Jewellery may request you to provide photo identification upon pick up to verify you are the purchaser. If requested, you must allow Cullen Jewellery to take a copy of the provided identification for fraud prevention purposes. The copy of identification will not be used for any other purpose.
You may pick up the Goods once the Order has been accepted by us and a notification has been sent to you advising the Goods are ready for collection.
Cullen Jewellery have the right to refuse collection of Goods if you cannot or will not satisfy the requirements set out above.

4.4 In-Store Collection

You may elect to collect your order from a Cullen Jewellery showroom where this option is available upon checkout or completion portal. Please note that an appointment booking is required; all our showrooms operate via appointment only.

For Australia Showrooms pick-up (except Melbourne), please allow a minimum of 2–4 business days in addition to your Completion Date for your order — subject to customs/courier delay to arrive at your desired showroom.

For International Showrooms pick-up, please allow a minimum of 5–7 business days in addition to your Completion Date for your order — subject to customs/courier delay to arrive at your desired showroom.

Only the individual named on the Order may collect the Goods unless otherwise approved in writing by Cullen Jewellery. Valid government-issued photo identification is required upon collection to verify the purchaser's identity. Cullen Jewellery reserves the right to refuse collection where satisfactory identification or verification cannot be provided.

Cullen Jewellery may retain a copy of identification provided for fraud prevention, security, and verification purposes in accordance with its Privacy Policy.

Clients will be notified once their Goods are ready for collection. Goods must be collected within a reasonable timeframe following notification.

SECTION 5: Refunds

Where Cullen Jewellery determines, in its sole discretion or as otherwise required under applicable law, that a refund is approved and the Order is eligible for refund in accordance with these Terms and Conditions, you acknowledge and agree that:

refunds will only be processed once Cullen Jewellery has reviewed and confirmed the eligibility of the refund request;
Cullen Jewellery will endeavour to process approved refunds within 3 business days during normal business hours, unless otherwise specified;
refunds may be processed in multiple transactions or instalments in accordance with merchant banking limitations, payment gateway restrictions, fraud prevention procedures, or internal processing requirements;
the timeframe for cleared funds to appear in your account is dependent on your financial institution, payment provider, or card issuer and is outside Cullen Jewellery's control; and
Cullen Jewellery is not liable for delays caused by banks, payment providers, or financial institutions in processing or releasing refunded funds.

SECTION 6: Overdue Payment

In the event where a client has failed to make final payment or has not responded to Cullen Jewellery's requests for payment within 28 days from the date of order completion, Cullen Jewellery reserves the right to cancel the Order.

In the event of cancellation due to non-payment or non-response, any amounts previously paid towards the Order, including deposits, instalments, or partial payments, will be forfeited.

Cullen Jewellery may also, at its sole discretion:

retain, repurpose, dismantle, or resell the item; and/or
recover any outstanding amounts owed in connection with the Order.

Prior to cancellation, Cullen Jewellery will make reasonable attempts to contact the client using the contact details provided with the Order.

SECTION 7: Uncollected Goods

Clients will be notified once their Goods are ready for collection or dispatch.

Where Goods remain uncollected after 28 days following notification of order completion, Cullen Jewellery may issue a final notice requesting collection or further instructions.

If the client fails to respond, arrange collection, or finalise the Order within 90 days of the final notice, Cullen Jewellery reserves the right to:

cancel the Order;
forfeit any amounts previously paid towards the Order, including deposits and instalments; or
retain, repurpose, dismantle, dispose of, or resell the Goods at its sole discretion.

Cullen Jewellery will not be liable for any loss, damage, or claim arising from the cancellation, disposal, repurposing, or resale of uncollected Goods after the expiry of the stated collection period.

SECTION 8: Returns of Goods

Clients are responsible for inspecting their Goods promptly upon delivery to ensure the Goods have not been damaged during transit.

If you believe your Goods have been damaged in transit, you must notify Cullen Jewellery as soon as reasonably practicable after delivery within 3 business days and provide any supporting photographs or information requested by Cullen Jewellery.

If there is an issue with the Goods received, please refer to Cullen Jewellery's Returns Policy, which forms part of these Terms and Conditions.

To initiate a return, clients must first contact Cullen Jewellery to obtain return instructions prior to sending any Goods back.

When returning Goods, you acknowledge and agree that:

the jewellery must be securely packaged in its original packaging or other suitable protective packaging to minimise the risk of loss or damage during transit; Cullen Jewellery is not responsible for incorrect packaging;
your return parcel should include your contact details and the reason for the return;
all return shipping, postage, insurance, customs charges, duties, taxes, and associated costs are your responsibility unless otherwise required by applicable law or approved by Cullen Jewellery in writing;
you are responsible for arranging appropriate shipping insurance and shipment tracking for the returned Goods; and
Cullen Jewellery strongly recommends obtaining proof of lodgement and proof of delivery for all returns.

Approved returns should be sent to:

CJ Returns
KEW EAST LPO
PO Box 69
Kew East, Victoria 3102
Australia
Phone: (618) 681-5688

Cullen Jewellery will notify you once your returned Goods have been received and assessed.

You acknowledge and agree that Cullen Jewellery is not responsible for any Goods lost, stolen, delayed, or damaged during return transit where such shipping arrangements were organised by you or a third-party shipping provider.

SECTION 9: Privacy

Cullen Jewellery's policy on the collection, use and disclosure of clients' personal information is set out in its Privacy Policy which forms part of these Terms and Conditions.

SECTION 10: General

Your use of this website is governed by the Terms and Conditions.
Cullen Jewellery reserves the right to amend these Terms and Conditions at any time, with no notice to you. Any amendment will take effect from the time that it appears on the Website.
These Terms and Conditions are governed by the law of Victoria, Australia.

SECTION 11: Aftersales Policy

11.1 Resize Policy & Terms

As part of our resize service offering, any metal removed during the resizing process is not retained or returned to the client. During resizing, the ring undergoes cutting, shaping, soldering, polishing, and refinement processes, which cause portions of the metal to become fine particles and mixed workshop material that cannot be separately recovered. By proceeding with a resize service, you acknowledge and accept that any removed metal remains part of the workmanship process and is not refundable, exchangeable, or returnable.
Please note that if your requested size for resizing falls outside our recommended resizing guidelines of your ring design, your ring will be required to be submitted to our Australian workshop for an in-person assessment by our Head Jeweller prior. This assessment allows us to thoroughly evaluate the ring's design, structure, and overall integrity to determine whether resizing can be safely completed.
If the resize is approved, additional charges may apply for any required touch-ups, reinforcements, or structural work necessary to maintain the durability and integrity of the ring. The cost and timeframe will be advised accordingly.
In some cases, resizing may not be possible due to the ring's design or structural limitations. Should this occur, our team will guide you through alternative options, including a setting remake process, along with the applicable costs and estimated production timeframes.

11.2 Polishing Service & Terms

As part of our polishing service, any metal removed during polishing is converted into fine particles and mixed workshop material that cannot be separately recovered, and therefore will not be retained or returned to the client. By proceeding with a polish service you acknowledge and accept that any removed metal is not refundable, exchangeable, or returnable.

11.3 Bracelet/ Chain Shortening Service & Terms

As part of our shortening service offering, the section removed during the shortening process will be returned to the client. Please note that the returned section may not be eligible for reuse in future lengthening requests if the condition of the metal is deemed unsuitable upon assessment.
By proceeding with a shortening service, you acknowledge and accept that any removed metal returned to the client is not refundable or exchangeable. Any future reuse of the retained section for lengthening purposes remains subject to assessment and approval.

11.4 Engraving Service & Terms

As part of our engraving service offering, please note that once engraving has been completed, any changes or amendments to the engraving text may incur additional fees due to the rework required.
Should your ring be submitted for resizing, the engraving may need to be redone if the engraved section is affected or unavoidable during the resize process. This will be redone at no further charge to you during the resize. With the evolving engraving machinery, please kindly note that there may be slight variation between the new engraving and original engraving. By proceeding with an engraving service, you acknowledge and accept these terms.

11.5 Assessment & Repair Service & Terms

As part of our assessment/ repair service, our jewellers perform a detailed inspection on your piece with a non-bias neutral perspective to provide the most accurate outcome on determining the issue, best effective solutions. Servicing cost and timeframe are subject to assessment outcome for repairs and complex service requests.

11.6 General Aftersales Service Acknowledgement

By proceeding with any aftersales service provided by Cullen Jewellery, including services not specifically listed within this Section 11, the Client acknowledges and accepts all applicable service terms, assessment requirements, workmanship processes, potential limitations, associated costs, and timeframes advised by Cullen Jewellery at the time of service. Cullen Jewellery reserves the right to assess each piece individually and determine the appropriate servicing method based on the design, structural integrity, and condition of the jewellery item.