Changes to our delivery and postal process due to the increasing impact of COVID-19. Please see FAQs page

A word from WF HQ regarding Coronavirus Impacts to your order

Hi Windfall Fam,

Never in a million years would we guess we would all be going through something of this nature, of this proportion together but here we are!

Our studio isn’t just a shop - It's a space where love is celebrated in any and all ways. Love is packaged down into a wearable piece of art that’s taken with you and worn on you for an eternity. It's more than simply a place to buy jewellery -we’ve developed a community. A place where you're free to be who you want and say what you want. You can laugh, we often cry (happy tears), you can hug and you can get lost in the amazement of gold and gemstones and diamonds.

Given the governments latest announcements we have TEMPORARILY shut our studio to the public. For now. For the safety of our team and our nation. We can't practice safe social distancing and have an open studio.
Instead, we remain chipping away behind the scenes with doors closed to the public.  We are back in the studio but not yet completely business as usual or full steam ahead. Whilst we are continuing to work on as many orders as possible during this time, we are limited in our access to supplies as well as our team being in rotation or working reduced hours to minimise contact etc which unfortunately means our standard ETA's will continue to be blown out a bit until the Government gives the all clear for all business to return to normal. Believe us when we say that this upsets our team more than anyone as we constantly strive to meet or exceed our ETA’s and provide each and every one of you with a positive, memorable experience. Given the ever changing nature of this COVID19 beast, there is still a lot that unfortunately we cannot control. With that said, we are doing everything in our power to ensure minimal to no delay to as many orders where it possible to do so.
 
Our webstore remains open so you are able to place orders through there any time or if you are after a customised piece that is not available to order via the website, you can contact us via telephone, email or book in via our website for a virtual zoom consultation and we can assist you in placing you order via these methods. 
 
Some things are within our control & some things are not. This situation is something we are not in control of and we are all in the same boat. What we do know is this is when we have to show our gratitude. Our immense gratitude to you for sticking with us. Supporting us. Now & in the future. We know we will survive and come back stronger than ever. We appreciate each and everyone of you and the support you provide us by having chosen to purchase from our small business.
 
We hope you and your families are staying safe and healthy during this weird and challenging time. Please bare with us while we weather the storm <3
 
“Only when it is dark enough can you see the stars” - Martin Luther King Jr
-Lani, Sarah, Alana & Gemma @ Windfall HQ x
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Temporary business hours (but closed to the public):
Monday 9am-5pm
Tuesday to Thursday 9am-4:30pm
Friday 9am-3pm
CLOSED SATURDAY & SUNDAY
*This will be revised on or approaching Monday May 11th, the current date Victoria's stage 3 restrictions and state of emergency has been declared.

Impacts on Drop offs, Pick ups and In store Consultations:
Though we are currently manning the studio and chipping away on orders, if you need to drop off a resize, repair or your engagement ring for us to sculpt your new stacker around etc, you will not be able to physically come in store to do this. Likewise, if we complete your existing order or you would like to come in and have a consultation to discuss a new design or placing an order.
If you need to drop off us your resize, repair or anything else for whatever reason you can either:
1. Send the item to us via post with tracking and signature required on delivery so that the parcel is trackable and also so that if delivery is attempted and they deliver outside of the hours we are here, a card will be left and the parcel safely take to our local post office for safe keeping where we will collect the parcel from.
2. You can perform a contactless drop off during the above business hours by packing your item carefully in bubble wrap or tissue etc and into a standard post size envelope and putting it inside our locked post box during the above business hours. Please then call or message our studio phone on 0404 172 074 and one of our staff members will then collect the item within 5 minutes of it's delivery. Please note: If you drop the item off into the locked letter box outside of the above business hours, it will be collected as soon as we arrive the next business day.
If your existing order, repair or resize is completed during this time, we will contact you to advise that it is finished and ready and give you the option to either have the item sent to you via express post with tracking and signature required on delivery, or for us to hold the item until we are able to open our doors to the public where you can then come in and pick up the order.
If you would like help placing an order, or wish to discuss a custom piece or have a consultation, we can help you via telephone on 0404 172 074, you can email us on info@windfalljewellery.com or you visit here  https://windfalljewellery1.gettimely.com/Booking/Location/96902?mobile=True and book in an online video consultation via Zoom (Don't worry, it's super easy to use and we will send you everything you need to join us in our online meeting room).

Impacts on EXISTING orders:
As per the above, whilst we are back in the studio it is at a limited capacity which means the standard ETA's we normally outline for our order may still be blown out to some degree though we are working extremely hard with everything in our power to ensure minimal to no impact on the turn around time for as many orders as possible where it is possible to do so. We deeply apologise for any inconvenience or frustration caused and very much appreciate your patience and understanding during this challenging time. 

We are keeping in mind to keep all existing orders as informed as possible as to when you may be able to expect your order etc where it is possible for us to forecast this and will of course be contacting each order also as soon as it is ready. At this point, you will have the option for us to send this to you via express post with signature required on delivery or we can place it in to our holds until we are able to re-open to the public if you would prefer to wait until this is possible to pick up in person.

When your order is ready, if you have previously elected or choose to have you order shipped when ready, until further notice, Auspost has imposed a change to their signature on delivery process for all parcels.

Auspost have advised:
"In all cases, whether a driver or postie delivers to the door or a customer goes in to their local Post Office to collect a parcel, an Australia Post staff member will ask and record the customer’s name and sign on their behalf.

The customer will still need to be present for this to occur, but contact will be minimised by either leaving the parcel at the door until the driver or postie has left the premises or left for the customer to pick up on the counter."

You are welcome to proactively contact us to nominate a change to your shipping details or method if you are not happy for it to be sent this way for your existing order by calling us on 0404 172 074 or emailing Studio manager and post wizard, gem@windfalljewellery.com

Auspost 24/7 Parcel Locker:
If you need this posted to you but you aren’t feeling confident in having it sent via Auspost delivery with verbal signature on delivery as described above, having his mailed to a 24/7 parcel locker may be a great alternative for you. You will just need to arrange it once the item is ready so that you can register your Parcel Locker to take delivery. To do this, you  need MyPost account (you can sign up for one if you don’t have one easily), and register for an AusPost Parcel Locker, then follow AusPost’s instructions on how we can deliver this to you. You will then just need to provide us the Parcel Locker address and we will get the parcel on it’s way to you. It will be delivered to the secure locked locker that you have 48 hours to collect from!

For more information, please visit:

https://auspost.com.au/mypost/how-to/deliveries.html?about=parcel-lockers

Possible impacts on NEW Orders placed from 16/04/2020:
The above sanctions that have been enforced by AusPost affect your order in the same way. Please take this in to account when placing your order with us and choosing where you would like it to be sent, or let us know if you would like to pick up your order or if you'd provide us with a Parcel Locker address at the time the item is finished and ready to be shipped.

Currently, our standard ETA from the time you place your order is 8-10 weeks. Due to us being able to only work at a limited capacity still, it is possible there may be delays to your order being finished. Also, due to the disruption of typical processing times within Australia Post, customs, and all courier transports, there may be unusual delays in Windfall receiving parcels that contain supplies, stones, and equipment that we need to complete making your order which may also affect the turn around time of your order.  

For those whom placed an order after 16/04/2020 for a ready to ship piece, we will be sending these out the following business day as normal.

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We are sorry if any frustration or inconvenience is caused but please understand we are doing everything that is in our hands to prevent any or as little impact to your order and experience with Windfall as possible. We super appreciate you supporting our small business and your patience for the delays that have been caused to your orders. This is uncharted waters for all of us, that we are all figuring out how to navigate with things ever changing so rapidly.

Big love to you all - Be safe, be compassionate and look after one another!

From WF HQ on behalf of the all of us in the Windfall Jewellery Team xx