FAQ

Am I able to track my package?

Absoutely! All orders have a unique tracking code. Simply click the link in your email, or head to our tracking page and enter the the details. 

Are you an Australian Business?

Yes, and proudly so. We are based in Brisbane. Our products are processed and/or produced and shipped to our customers in worldwide directly from our Asia based warehouse and distribution centre. We do this to keep our prices competitive, as it is extremely expensive to warehouse and ship from Australia as you probably realise.

All purchase transactions are securely processed in Australia, where our business is registered, meaning we must legally adhere to the stringent legislative requirements required by Australian companies. 

We're humans, we love bringing you the coolest trends around, so please just contact us any time if there's an issue. We really are here to help, we want you to have a fantastic experience every time you shop with us!

 

I have ordered multiple products, but is seems I have different tracking codes?

That's correct. Depending on the product/s you have ordered, it might be dispatched from various warehouses. This means these items may be packaged separately and arrive at different times. Don't worry, you can track each of these packages easily as per above. This is done to expedite shipping to you, rather than trying to consolidate items prior to getting them there. It's the most efficient way to ensure you get your items faster!

Do I have to sign for the package. 

In most instances you won't have to. If you're not home and it's possible to do so, the couriers will leave the package in a safe space at your address. Alternatively the courier will leave a calling card, inviting you to pick up your package at the nearest depot. 

The tracking information says it's been delivered, but it's not here? What do I do?

This rarely occurs but it's generally a small error during delivery. If this does occur you will need to contact your local postal service to check on the delivery status and/or lodge a report if confirmed missing. Please let us know immediately if this has happened. If the postal service says something has gone wrong with the delivery, we will do everything possible to rectify the situation for you. 

I made a mistake entering the delivery address. Can I change it?

In most instances yes, but there is a short time frame to make adjustments. You can email us at support@thepremiumelite.com within 24 hours of submitting the order to make adjustments to the delivery address.

Please check your order carefully before submitting to avoid this situation! 

45 DAY RETURNS & REFUNDS 

We will happily accept returns within 45 days from the order date and you can receive a refund or exchange. You can return your Premium Elite product for the following reasons;

  • Ring size exchange service (once only)
  • Poor quality / Faulty on arrival
  • Incorrect item received

All items must be in original, unused condition including the retail packaging.

You will need to pay for the return shipping. Once we have received the returned product and all conditions have been met, we will replace faulty items or fully refund the purchase price of the item in accordance with Australian Consumer Law.

If you opted for a ring exchange, a new item will be shipped to you immediately. For refunds, credit will automatically be applied to your credit card or original method of payment, within 14 days.

You may also ask for a store credit voucher in lieu.

If you would like to lodge a return or refund, please click here

Refund hasn't appeared yet?

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company and ask for an update, even once we've processed it, it may take some time before your refund can be seen on your account.

If it was a debit card, contact your bank. Again, there is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@thepremiumelite.com