At Empress Kythene, every creation is prepared with care before beginning its journey to you.

We work with trusted delivery partners to provide secure and reliable delivery to the destinations available through our website, with particular care given to the handling and transportation of fine jewellery.

Shipping Destinations

Empress Kythene delivers to selected destinations internationally.

The countries currently available for delivery will be displayed when you select your shipping destination or proceed to checkout.

If your country is not currently available, we invite you to contact our Client Services team. We will be pleased to advise whether delivery can be arranged.

Preparing Your Order

Once your order has been confirmed, you will receive an order confirmation by email.

The time required to prepare your order depends on the creation you have selected.

Ready-to-ship creations are prepared for dispatch once payment and any required order verification have been completed.

Made-to-order, personalised or specially prepared creations may require additional production time. Where applicable, an estimated preparation period will be indicated on the product page or communicated to you before your order is confirmed.

Once your creation has been dispatched, you will receive a shipping confirmation containing your tracking information.

Delivery Times

Estimated delivery times depend on your destination and begin from the date your order is dispatched rather than the date on which the order is placed.

The estimated delivery timeframe applicable to your order will be displayed during checkout or communicated in your order confirmation.

Delivery times are estimates and may occasionally be affected by customs procedures, public holidays, local delivery conditions or circumstances outside our reasonable control.

Shipping Charges

Any applicable shipping charges will be clearly displayed before you complete your purchase.

Where complimentary delivery is offered, this will be indicated during checkout.

Duties, Taxes & Customs

For destinations where available, Empress Kythene aims to provide a Delivered Duty Paid (DDP) service in order to offer a seamless international delivery experience.

Under DDP delivery, applicable customs duties and import taxes are calculated and collected as part of your purchase and will be clearly displayed before you complete your order.

Empress Kythene will arrange the shipment on a DDP basis and will be responsible for settling the applicable import duties and taxes with the relevant delivery or customs partners.

This means that, under normal circumstances, you should not be asked to make an additional payment for customs duties or import taxes when your order is delivered.

Certain customs-clearance, brokerage or disbursement costs that are not included in the duties and taxes calculated at checkout may arise depending on the destination and delivery partner. Where such charges form part of our agreed DDP delivery service, they will be handled by Empress Kythene and will not ordinarily be collected from you upon delivery.

Customs requirements and assessments are determined by the authorities of the destination country and may occasionally affect delivery times or result in adjustments outside our reasonable control.

Where DDP delivery is not available for a particular destination, any different customs arrangements will be clearly communicated before your order is confirmed.

Tracking Your Order

Once your order has been dispatched, you will receive an email containing your tracking information.

You may also follow the progress of your delivery through our Track Your Order page using your order number and the email address associated with your purchase.

Please allow a short period after receiving your dispatch confirmation for tracking information to become available.

Secure Delivery

Because of the nature and value of our creations, additional delivery precautions may apply.

A signature, proof of identity or other delivery verification may be required before an order can be released.

Where a signature or identification is required, we recommend ensuring that you or an authorised person is available at the delivery address.

For security reasons, certain delivery locations or methods may not be available for high-value orders.

Delivery Address

Please ensure that your delivery address, telephone number and other contact information are complete and accurate when placing your order.

Once an order has been prepared for dispatch, we may not be able to change the delivery address.

If you need to request a change, please contact Client Services as soon as possible. Any requested change may be subject to security verification and the requirements of our delivery partner.

For security reasons, we may be unable to redirect certain high-value shipments after dispatch.

 

Receiving Your Order

 

We encourage you to inspect the external packaging when your order is delivered.

 

If the parcel appears significantly damaged, opened or tampered with, please contact our Client Services team promptly and retain the packaging while we assist you.

 

If your order arrives damaged, incomplete or different from the creation you ordered, please contact us as soon as reasonably possible so that we can review the matter.

 

Unsuccessful Delivery

 

Because Empress Kythene creations are shipped using secure delivery services, your cooperation may be required to complete delivery.

 

This may include responding to reasonable communications from our delivery partner, providing any required delivery or identity information, and ensuring that you or an authorised recipient is available where a signature or verification is required.

 

If delivery cannot be completed because the recipient is repeatedly unavailable, does not respond to reasonable delivery attempts, refuses delivery without a valid reason, provides incorrect or incomplete delivery information, or otherwise prevents delivery from being completed, the order may be returned to Empress Kythene.

 

Where a refund is applicable in these circumstances, Empress Kythene may deduct reasonable, directly related and non-recoverable costs actually incurred as a result of the unsuccessful delivery, to the extent permitted by applicable law.

 

Such costs may include outbound and return secure-delivery charges, customs duties or import taxes that cannot be recovered, customs-clearance, brokerage or disbursement charges, storage charges and other reasonable logistics costs directly resulting from the unsuccessful delivery.

 

Any deduction will be limited to costs actually incurred and not otherwise recoverable by Empress Kythene.

 

No such deduction will apply where the unsuccessful delivery results from an error by Empress Kythene or its delivery partner, or where you are exercising a mandatory right in relation to a defective, damaged, incorrect or otherwise non-conforming order.

 

Delivery Delays

 

We take reasonable care to ensure that your creation reaches you within the estimated timeframe.

 

Occasionally, delays may occur because of customs processing, transportation disruptions, weather conditions, public holidays, security procedures or other circumstances outside our reasonable control.

 

Where we become aware of a material delay affecting your order, we will endeavour to keep you informed.

 

A delay caused by customs or another circumstance outside our reasonable control does not necessarily mean that an order has been lost.

 

If you have concerns regarding the progress of your delivery, our Client Services team will be pleased to assist you.

 

Need Assistance?

 

If you have any questions regarding the preparation, shipment or delivery of your order, our Client Services team will be pleased to assist you.

 

Email: clientservices@empresskythene.com

 

You may also contact us through our Contact Us page.