Frequently Asked Questions

Once your order is shipped, we will send an email to you containing a tracking number. Simply follow the link in the email to track the delivery of your parcel.

All local deliveries are free of charge and our expert courier service will ensure your jewellery reaches you as quickly as possible. Please be aware that all deliveries need to be signed for. If you are not present at the time of delivery, you will be able to reschedule your delivery with the courier for a more convenient time.

We aim to deliver domestic orders within 2-3 working days and international orders within 5-7 working days.

Please allow extra time on weekends, Public Holidays and during the Christmas period.

We are happy to arrange delivery to the following countries: 

Australia

United Kingdom

USA & Canada

Europe
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Ireland, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland.

Rest of the World
Bahrain, Hong Kong, India, Israel, Japan, Malaysia, Qatar, Saudi Arabia, Singapore, Thailand, and the UAE.

Other destinations may be available on request, please contact us on [email protected] for more information. Please note that even for countries which we will deliver to, there may be specific exclusions relating to individual items or restrictions on a certain brand dependent on the country of export/import.

All applicable import duties, VAT, taxes, tariffs, handling fees, customs charges, brokerage fees, and the like, which may be due at the time of delivery, are the sole responsibility of the receiving party.  We do not collect this beforehand, and cannot provide you with an estimate of the cost as this varies from port to port around the world. To comply with New Zealand export regulations, we are required to declare the exact value of all items ordered. We are also prohibited by law from marking the order as a 'gift' to deflect any charges upon delivery. The responsibility is yours to check all fees with your country’s customs office.

If you refuse a shipment due to the cost of customs duties and taxes, this amount plus any return shipping costs will be deducted from your return upon arrival back to New Zealand.

All domestic orders include complimentary express shipping.

All international shipments incur a flat $150 express shipping fee that will be added to your total balance at checkout.

Unfortunately, we are unable to deliver to a PO box as we require a signature upon delivery. Please be sure to provide us with a physical address when placing your order.

If you would like to change or cancel an order please email [email protected] to advise of your cancellation. We will attempt to accommodate order changes to the extent possible prior to shipping confirmation. We are unable to accommodate changes or cancellations on special order requests or orders that have already been sent.

If you would like to change your delivery address please email [email protected] as soon as possible and we will do our best to accommodate this request. We are unable to change the delivery address on orders that have already been sent.

Absolutely, you can find more information about this here. 

All online orders with an international shipping address will have the GST removed at the checkout.  Please note that all applicable import duties, VAT, taxes, tariffs, handling fees, customs charges, brokerage fees, and the like, which may be due at the time of delivery, are the sole responsibility of the receiving party. 

More information about our in-store and online finance options can be found here.

We are confident you will love your purchase, but should you have made the wrong selection you can return your item within 14 days and we will be happy to arrange an exchange or a full refund for you. This policy applies to online orders only.

Please note, on international deliveries, we cannot refund any import duties or taxes.

All sale items are considered final sale and are not eligible for return.

Please email us on [email protected], stating the reason for your return, from there we will provide you with the best address for return. We cannot be held responsible for non-delivery of returned goods. Returned items must be in the original condition, unworn and with all original product tags and packaging included.

Once your item has been received, we will process your exchange or refund. All returns are subject to inspection by Partridge Jewellers before a refund or exchange is processed. Please note, it may take up to 5 working days before your refund appears in your account – this depends on the speed at which your card issuer processes this.

In most cases we will be able to find you a new size or resize your item, please email our team at [email protected] and we will be able to help you.

Absolutely, we hope we can help make the replacement process as easy as possible for you. Please email us on [email protected] for more information on how to start the process.

Partridge is a registered member of the New Zealand Jewellers & Watchmakers Association. We are committed to bringing our customers the very best quality and finest craftmanship. We are also dedicated to providing excellent after-sales customer care. In order to ensure that your purchases are expertly maintained and cared for, we employ a highly skilled team of craftspeople who are always available to meet your individual requirements.

Every jewellery purchase at Partridge includes:

• A Certificate of Authenticity for each piece of jewellery purchased

• A 5 year warranty, which covers any manufacturing defects (please note, this does not cover wear and tear)

• A life-time complimentary cleaning service

• Complimentary jewellery inspections to advise of any repair requirements

Of course, please bring your Partridge jewellery into any of our boutiques and our team will be more than happy to help you. This is a complimentary service.

If you are unable to bring your Partridge jewellery to be cleaned in-store, there are a few quick and easy steps you can take at home to keep everything looking shiny and new.

For pieces containing diamonds, rubies, sapphires, or tourmalines, mix together some warm water and unscented dish soap in a bowl and leave your jewelry to soak for a few minutes. This can then be followed by a gentle scrub with a soft bristled toothbrush. Dirt, oil and other debris most commonly gets trapped on the underside of the setting so be sure to give the whole thing a good brushing. Be mindful not to scrub too vigorously as you could scratch the stone and metal or compromise the integrity of the setting. Rinse with clean water and dry.

Soft gemstones such as emeralds, pearls, and opals need extra care - gently wipe them down with a clean and dry microfiber cloth. 



If in doubt, please feel free to contact us with any jewellery care questions and one of our expert team members will be happy to assist you.

Yes, we are more than happy to help you with any items that need to be repaired. Please bring your item into any of our boutiques for inspection and our expert team will be able to advise of any repair requirements. We also recommend annual claw checks to ensure your stones are secure.

If you are unable to make it into one of our boutiques, please email [email protected] and our team will be able to assist you from afar.

Creating fine jewellery to the Partridge standard means using precious metals, the finest diamonds and one of a kind gemstones. You can find a few of our recommendations below for how best to keep your pieces looking their best:

• We recommend removing your fine jewellery before swimming in the ocean or in a pool. 

• We also recommend removing your fine jewellery pieces before showering, applying lotions, fragrances, self-tan or any other cosmetic products that may contain oils and/or chemicals. 

• Fine jewellery should also be removed before working with chemicals or harsh solutions such as cleaning and laundry products.

• To avoid denting, misshaping or scratching your jewellery, remove your pieces before engaging in strenuous activities including but not limited to exercising, lifting heavy objects or any other activity that includes heavy handwork.

• Remove your fine jewellery before bed, to avoid pieces tangling together or slipping off while you sleep.  When storing your fine jewellery, separate the pieces so they do not rub against one another to prevent scratching on the metal or soft gemstones such as pearls. Necklaces should be clasped when stored to help prevent chain tangling.