Shipping & Returns

Shipping Policy

At Crawford Equestrian Jewellery, every piece is handcrafted at our workshop in Nelson, New Zealand. We take great care in packaging and dispatching your jewellery so it arrives safely and securely, wherever you are in the world.

Processing & Handling Times

  • Standard Orders: Orders are processed and dispatched within 1–3 business days.
  • Bespoke & Custom Orders: Custom sizing or special engraving may require 5–10 business days. We will notify you by email if additional workshop time is needed.
  • Orders are not dispatched on weekends or New Zealand public holidays.

New Zealand Delivery

  • Service: Express Tracked Courier
  • Estimated Delivery: 1–3 business days following dispatch (allow an extra 1–2 days for rural addresses)
  • Shipping Rates: FREE

International Shipping

We ship worldwide using express courier services.

  • Australia: 3–7 business days following dispatch
  • United States: 4–9 business days following dispatch
  • United Kingdom & Europe: 5–10 business days following dispatch

Delivery times are estimates and may vary due to customs processing.

FREE SHIPPING

Complimentary shipping with no minimum order value.

Tracking Your Order

Once your order is dispatched, you will receive a shipping confirmation email with your tracking number. Please allow up to 24 hours for the tracking link to update.

Customs, Duties & Import Taxes

United States, United Kingdom & European Union: Our prices include applicable duties and import taxes.

Australia: We cover any applicable taxes and import charges, at no additional cost to you.

Lost, Damaged, or Delayed Shipments

All shipments are fully tracked. If your package arrives damaged, please contact us within 48 hours of delivery with photos of the packaging. If your order appears delayed or is marked as delivered but not received, contact us with your order number and we will lodge a trace with the courier.

Returns & Exchanges

We want you to love your piece. If you need to make a return or exchange, we keep the process straightforward and transparent.

Return Window

For change-of-mind returns or exchanges, contact us within 7 days of receiving your order to request a return. Return postage is the customer’s responsibility.

  • Exchanges: We are happy to exchange your item for a different size or piece.
  • Refunds: Contact us within 7 days of receiving your order to request a return. Eligible returned items will be refunded to your original payment method.

Return Conditions (Change of Mind)

To be eligible for a return or exchange, your item must be:

  • Unworn, unused, and undamaged
  • Returned in its original Crawford Equestrian Jewellery packaging
  • Free from scratches, wear, or arena dust

Custom-engraved or personalised pieces cannot be returned for change of mind.

Return Shipping Costs

Return shipping costs for change-of-mind returns are the responsibility of the customer. We recommend using a tracked service, as we cannot accept responsibility for items lost in return transit.

Size Exchanges

Because each piece is individually handcrafted from solid metals, please review our Sizing Guide carefully before ordering.

  • Initiating an Exchange: Contact us within 7 days of receiving your order with your order number and the correct size required.
  • Freight Invoice: We will email you an invoice to cover the new shipping freight before your replacement piece is dispatched.
  • Dispatch: Once freight is paid and the original piece arrives back in unworn, original condition, your new size will be dispatched immediately.
  • Processing: Once received and inspected, we will process your full refund or dispatch your exchanged piece within 3–5 business days.

Custom-engraved or fully bespoke pieces cannot be returned or exchanged for sizing errors — please double-check measurements prior to ordering.

Extended Holiday Return Window

Orders placed between 1 December and 31 December qualify for an extended 20-day return window, giving you extra peace of mind during the festive gifting season.

Contact Us

For all shipping and returns enquiries, please contact us with your order number and we will be happy to assist.