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FAQ

Can we help? Contact us and we’ll gladly assist

+64 21 420 003

ORDERS

Can I change or cancel my order?

Yes, if your order hasn’t yet been shipped you’re welcome to change or cancel it. Contact us and we’ll be happy to help.

Can I change my delivery address?

Yes, you can change your delivery address if your order hasn’t yet been shipped. Contact us for more information.

Why do I need to give my phone number?

The courier company may need to contact you if they’re having trouble delivering the parcel.

Do you offer complimentary gift wrapping?

Yes, select the Complimentary Gift Wrap box at checkout and your jewellery will arrive lovingly wrapped. If you would like us to include a personal message, simply add this at checkout too.

PAYMENT & SHIPPING

See Payment & Shipping for more information.

What currency is my order in?

Our website’s prices are in New Zealand dollars and you will be billed in New Zealand dollars.

When using Laybuy your purchase will be in your own currency and will also appear on your bank statement in your own currency.

Is my payment information secure?

Yes, the Kiri Schumacher online store is certified Level 1 PCI DSS compliant, the highest level of compliance. We accept Visa, Mastercard, American Express, and support payment through ApplePay, Paypal, GooglePay and Laybuy.

When will my order arrive?

Most orders are shipped on the same day, but some items may occasionally require a few days preparation before dispatch. If your order is urgent please contact us to confirm availability prior to purchase.

Once dispatched, your parcel will travel via courier with the following delivery times:

Destination Approx. delivery time Cost
North Island, New Zealand 1 - 3 working days Free
South Island, New Zealand 2 - 3 working days Free
Australia 2 - 3 working days $22 or free with orders over $250
Rest of World 5 - 6 working days $32 or free with orders over $500
What are the shipping costs?
Destination Approx. delivery time Cost
North Island, New Zealand 1 - 3 working days Free
South Island, New Zealand 2 - 3 working days Free
Australia 2 - 3 working days $22 or free with orders over $250
Rest of World 5 - 6 working days $32 or free with orders over $500
Do you offer combined shipping?

Yes, the shipping cost remains the same even if you order multiple items.

What shipping service do you use?

New Zealand : Courierpost.
Rest of World : New Zealand Post or DHL, depending on your location.

How do I track my order?

You’ll receive automatic tracking details via email once your order has left our workshop. Contact us with any tracking queries and we’ll be happy to assist.

Is my parcel signature-required?

Yes, your parcel will require a signature on delivery. When supplying a delivery address, please use an address (work or home) where there will be someone present to receive your parcel between 9am-5pm weekdays.

Will my order be charged customs or import fees?

Orders shipped beyond New Zealand may be subject to taxes and duties on arrival depending on your country’s import regulations. Please note that payment of any taxes and duties is your responsibility as the receiver of the parcel.

We are unable to precisely pre-calculate this fee for you as the cost is determined by your country’s customs. However, we are happy to provide an estimated quote via our courier service. Please contact us to learn more about applicable tax and duty fees prior to ordering.

Why haven't I received my parcel yet?

Target delivery worldwide is 5-6 days. Occasionally items are held in transit or customs. Unfortunately this is something out of our control. Please contact the courier company directly if you haven’t received your parcel within 6 days (their contact details are on the shipping email you received upon dispatch).

Otherwise, contact us and we’ll help track your parcel’s whereabouts.

LAYBUY

For a full list of Laybuy FAQs visit laybuy.com

How does Laybuy work?

Laybuy offers online shoppers a simple interest free payment plan that lets you secure your purchase today and pay for it in 6 equal payments, once a week for 6 weeks.

Once you select Pay by Laybuy at checkout and complete your purchase, the Merchant ships any products directly to you at the delivery address you have requested.

How do I sign up using Laybuy?


You can make your first Laybuy purchase as soon as you complete registration and you have been accepted as a user of their service.

Your Laybuy account can be created either by clicking Log In/Sign Up at laybuy.com, or by selecting Pay by Laybuy at our checkout and creating an account.

How is my credit limit established?

Laybuy performs a credit check on all new users upon registration. Once your credit score has been confirmed and your account has been verified, Laybuy assigns your Laybuy limit and you can begin shopping immediately.

What currency will my Laybuy purchase be in?

The purchase will be in your own currency, regardless of your country (e.g. New Zealand, Australia or the UK). Your purchase will also appear on your bank statement in your own currency.

When will my first payment be taken?

You will always pay the first instalment at the time you place your order.

Before you complete your purchase, your payment schedule is shown to you. Only a sixth is due on the day of purchase and the rest is split over 5 weekly automatic payments on the day of the original purchase.

How much does Laybuy cost?

Laybuy doesn't charge you any interest or upfront fees.

If you miss a payment you will be notified immediately. A late payment fee of $10/£6 may be charged in respect of each payment you fail to make on time. Any payment default may also result in Laybuy's debt collection service contacting you and/or your credit score being affected.

How do I return my Laybuy order?

Our standard returns policy applies. Once the return has been received by us we then refund the full amount to Laybuy and all future payments for that order will be cancelled. If you have already made one or more payments, the instalments paid will be refunded to the credit/debit card that you used to place the order.

Once notified by us, Laybuy will process the refund immediately and send you an email to confirm that the refund has been applied. The bank may take 5-7 business days to process this amount.

Can anyone use Laybuy? 

Laybuy is available for New Zealand, Australian and UK residents who are at least 18 years old.

Before you can use Laybuy you need to provide us with your full name, residential address, email address and your mobile number for the credit check/verification. We will also need your Visa Debit or Credit Card details so that we can deduct the amounts in connection with your purchase.

Can I exceed my approved limit?

Laybuy doesn’t restrict the amount you can spend, however if you exceed your limit, you are required to pay the “excess” on day one as your first instalment.

For example, if you have a Laybuy limit of $200 and would like to purchase an item for $450, your designated credit card will be charged $250 on the date of purchase. You will then be charged $40 each week for the 5 remaining weeks ($40 x 5 weeks = $200).

RETURNS & EXCHANGES

See Returns & Exchanges for more information.

Am I able to return an item?

You’re welcome to return an item within thirty days of the purchase date, provided the jewellery is unworn and in its original condition.

Read here to find our more about our simple returns process.

Please note that we are unable to refund the delivery cost or any international taxes or duties on non-faulty returned items.

Am I able to exchange an item?

You’re able to exchange an item within thirty days of its purchase date, provided the returned jewellery is unworn and in its original condition.

You can exchange your item for another piece of jewellery or receive a credit note. Contact us to if you’d like to exchange an item and we’ll be happy to assist.

Please note that we are unable to refund the delivery cost or any international taxes or duties on non-faulty exchanged items.

Can I exchange a gift?

If you have been gifted an item and would like to exchange it, please be in touch. We can often arrange an exchange via the purchaser’s full name if you don’t have the receipt details.

GENERAL

Can I replace an earring?

Yes, we can usually make individual earrings as required. For more information please see the Lost or Damaged section of our jewellery care page.

Do you offer a cleaning service?

You are welcome to send Kiri Schumacher jewellery to us for a complimentary clean and polish anytime.

Is your jewellery guaranteed?

Yes, all our jewellery is guaranteed. For more information read here.

Gratitude

Many of the images on our website have been gratefully sourced from unsplash.com.

Do you take interns?

Yes we do. You can submit an internship application through our contact page.

MATERIALS AND PRODUCTION

What metals do you use?

Silver : 925 sterling
Gold : Solid 9ct and 18ct gold, in both yellow and rose
Gold plate : 22ct yellow gold

Where is your jewellery made?

Our jewellery is proudly made in New Zealand in our Auckland studios. Our small team expertly hammer, solder and shape your jewellery by hand.

Is there nickel in the gold plate?

Our plating is 93.75% gold and 6.25% alloy metals. The alloy components are indium and nickel. The reason there is nickel present is to increase the hardness of the gold plating. It’s a very small amount, .0… % and it adheres to European nickel standards.

How long will gold plating last?

We gold plate our Kiri Schumacher jewellery thicker than industry standard. Even so, plating will naturally wear over time. Contact us if you’d like to replate an item and we’ll happily arrange a quote.

See our jewellery care page for information on how to best care for your gold plate.

CUSTOMER CARE