Terms of service

These terms apply to purchases from The Gilt Complex at thegiltcomplex.co.nz. Please read them together with our return and refund policy, shipping policy and privacy policy before placing an order. Questions can be sent to info@thegiltcomplex.co.nz.

Orders and payment

Please provide accurate contact, delivery and payment details and use a payment method you are authorised to use. Check the product description, size, quantity and delivery address before paying. An order acknowledgement confirms receipt of your order; acceptance occurs when we send a dispatch confirmation.

Orders are subject to availability and successful payment. If we cannot fulfil an order, or identify a material pricing or listing error before accepting it, we will contact you and offer the correct details for your agreement or cancel and refund the affected order. We will not charge an increased price without your agreement.

Prices and promotions

The currency for your purchase and the order total are displayed at checkout. Any applicable taxes and delivery charges collected by us are shown before payment. Prices may change for future orders without affecting orders already accepted. Promotional codes must be entered at checkout and are subject to any conditions stated with the offer.

Our jewellery

Refer to each product listing for its materials, finish, dimensions, size and care information. A gold-tone or gold-plated description does not mean an item is solid gold. We do not make a blanket claim that all jewellery is hypoallergenic or suitable for every skin sensitivity; contact us before purchase if you need clarification about a listed material.

We aim to show products accurately. Screens and lighting can affect the appearance of colour, and natural materials such as pearls may have individual variations where applicable. This does not remove our responsibility to supply goods that match their description and are of acceptable quality.

Jewellery care

Follow the care instructions supplied with your piece and our jewellery care guide. Unless a product's instructions expressly state otherwise, avoid contact with perfume, cosmetics, harsh chemicals and water; remove jewellery before swimming, showering, sleeping or exercise, and store it separately in a dry pouch or box. Use a soft cloth and avoid abrasive cleaners. Keep jewellery and small components away from young children.

Damage caused by misuse, accidental impact or improper care is different from a manufacturing fault. Normal wear and changes in finish depend on the materials and use, but nothing in these terms excludes rights where a product fails to meet applicable consumer guarantees, including reasonable durability.

Delivery

Our shipping policy explains dispatch and estimated delivery times. Complimentary delivery is available for New Zealand and Australian orders. Where we offer another destination, any delivery charge collected by us is shown at checkout. Delivery estimates are not guaranteed arrival dates, but we remain responsible for our delivery obligations under applicable consumer law. Contact us if a parcel is delayed, lost or damaged so we can help resolve the issue.

Changes, cancellations and returns

Email us as soon as possible if you need to change or cancel an order. We will help where possible, but changes may not be possible once an order has been dispatched. This does not affect any cancellation rights provided by law.

Our 30-day change-of-mind return policy applies to eligible jewellery that is new, unworn, unused and undamaged with its original packaging. Return costs, the process and refund timing are set out in our return and refund policy. Separate rights apply to faulty, damaged, incorrect or misdescribed goods.

Your consumer rights and our responsibility

Nothing in these terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including under the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986, and the Australian Consumer Law where applicable. Our policies do not limit our responsibility for losses or remedies for which applicable law makes us responsible.

Website use and content

Please use this website lawfully. Do not attempt unauthorised access, interfere with its operation, introduce malicious software or misuse another person's information. Website photographs, designs, branding and written content belong to The Gilt Complex or their respective rights holders. You may browse and use the site to shop, but commercial reproduction requires the rights holder's permission.

Our store is hosted on Shopify. Other third-party services may help process payments or deliver orders. Information about our handling of personal information is available in our privacy policy.

Changes to these terms

We may update these terms for future purchases. The terms in place when your order is accepted apply to that order. New Zealand law applies, subject to any mandatory consumer protections and rights to bring proceedings that apply where you live.

Contact and complaints

For product questions, order support, returns or complaints, email info@thegiltcomplex.co.nz. Include your order number where relevant and describe how we can help. We will work with you to resolve concerns in accordance with your consumer rights.