PURCHASING TERMS & CONDITIONS

Customer Service
Terms & Conditions
Frequently Asked Questions (FAQ’s)

CUSTOMER SERVICE
Atlas south sea pearl is committed to providing its customers with high quality genuine cultured pearls and pearl jewellery at excellent value. The security and protection of our customers’ information is a high priority.

Should you have any questions, comments or feedback regarding our products that are offered for sale or the atlassouthseapearl.com.au website, please send an email to info@atlassouthseapearl.com. Alternatively for further assistance, please contact our office in Bali, Indonesia on:

Tel: +62 361 284 455
Fax: +62 361 284 454

To purchase a product from the Atlas south sea pearl web site, simply select the product that you wish to purchase from the online catalogue, and then either complete the process through our secure online payment system via credit card, or if you wish to pay by credit card, money order, bank draft or cheque without using the online option, simply print an order form and forward this to us for processing..


TERMS & CONDITIONS
• Eligibility to purchase
• Processing of orders
• Quality Assurance
• Payment
• Shipping & Insurance
• Tracking the order
• Returns
• Copyright

ELIGIBILITY TO PURCHASE

The purchase of merchandise from Atlas south sea pearl via the on-line shopping catalogue is available to anyone who is over 18 years of age and who is able to provide a valid method of payment.

By purchasing from this web site, the customer accepts all of the terms and conditions that are contained within the purchasing guidelines.

Shareholders of Atlas South Sea Pearl Limited who can provide their Shareholder Reference Number (SRN) or Holder Identification Number (HIN) will be able to obtain a 20% discount off the catalogue price of purchased items.

PROCESSING OF ORDERS

Orders may be placed on line or via email, facsimile or post on the order form provided. Customers should contact Atlas south sea pearl if they have any questions in relation to the products that they are interested in purchasing.

All orders are subject to acceptance and availability of stock. Some of the products that are offered for sale are held in stock but where an item is not available at the time that the order is received, it will be manufactured. All items that are purchased will be dispatch from our office in Bali, Indonesia.

Prices shown in the on-line catalogue are displayed in Australian Dollars (AUD) and are exclusive of sales tax (GST / VAT). Freight / shipping cost are additional and will be added to the purchase invoice at the time of the order being placed. Any duties and taxes levied by the jurisdiction to which the goods are being delivered will be additional costs that are to be borne by the customer. The buyer is responsible for making inquiries in relation to these costs before the purchase is made.

After an order has been placed, the buyer will receive an email confirming that your order has been received. Once payment for the goods has been processed and the item is ready to be shipped, the customer will receive the second email which will provide freight details and an expected delivery date. If an email address is not provided, Atlas south sea pearl will endeavour to contact the buyer by telephone to confirm the order and keep the purchaser informed of the delivery schedule.

QUALITY ASSURANCE

Atlas south sea pearl stands behind the quality of each pearl that it produces and sells. It is one of the few companies in the world that produces and sells its own pearls and so it is able to select the fines quality products to sell directly to the public. All pearls and jewellery sold through the on-line catalogue will be delivered with a Certificate of Authenticity to verify the origin and characteristics of the product that has been bought. All of the pearls that are sold will have a high to medium lustre.

Pearls are a natural product and every pearl is unique. Pearls that are shown on the web site are a guide to what will be delivered. Due to varying differences in computer screen resolutions, software and technology, there may be some variations in colours shown to those of the actual product you receive. Some of our products in our catalogue are “handmade” therefore they may have slight variations of colour, texture and consistency.

PAYMENT
Payment can be made by Visa, MasterCard, American Express credit cards or by cheque, bank draft or money order in Australian Dollars. Credit cards will be charged at the time that your order is received by Atlas south sea pearl. An order will not be processed until payment is cleared.

SHIPPING & INSURANCE
Delivery time
Orders will be shipped worldwide from Bali, Indonesia. Up to 10 days should be allowed for delivery as external factors may cause delays. Shipment cannot be made to post office box addresses.

Delivery Costs
Shipping costs will be calculated depending on the destination of the package. The actual shipping cost for any specific purchase will be detailed for your approval prior to any purchase being completed.

Taxes and duties
All items entering a country are subject to customs inspection and the assessment of duties and taxes in accordance with that country’s laws. The buyer is responsible for all and taxes and duties incurred at the time of import.

Insurance
All merchandise ship will be insured against theft and accidental damage at no cost to the customer. Once it has been delivered to the specific address and signed for, it is no longer covered by insurance. If the goods are being returned, it is the responsibility of the purchaser to insure the goods for loss or damage in transit.

TRACKING THE ORDER
Atlas south sea pearl will provide you with details to be able to track the delivery of your order on the internet.

RETURNS
All items that are purchased from the Atlas south sea pearl online catalogue will have a 21-day money back guarantee if the items have been damaged or they are defective in any way or if they are different from the description or sample shown on the web site. Atlas south sea pearl will remedy any product that is returned under this guarantee by provided either a refund, exchange, repair or credit note. Goods must be returned in the condition that they were delivered including packaging. Returned goods may be sent to either the Australian or Indonesian office of Atlas south sea pearl.

To return a product, Atlas south sea pearl must be contacted by telephone, facsimile or email within 21 days from the date that the faulty item is received. The return request will be evaluated, product return information will be record and a Return Authorisation Number (RAN) will be issued. Within 14 days of the RAN being issued, the goods in question must be returned with their original packaging and a copy of the invoice to either
 
Atlas south sea pearl Ltd
43 York Street
Subiaco
Western Australia 6008
Australia		 PT Cendana Indopearls
Pertokoan Sanur Raya No. 18-19
Jalan Bypass Ngurah Rai
Sanur, Denpasar Selatan 80027
Bali, Indonesia

The RAN must be clearly marked on the invoice that is returned with the goods.

When the returned goods are received, Atlas south sea pearl will either refund, replace, repair or provide a credit to value of the items, as mutually agreed, within 7 days. It is your responsibility of the customer to ensure that the goods are adequately packaged to ensure that they are not damaged on the return journey.

COPYRIGHT

Material available on the Atlas south sea pearl web site is protected by copyright law, including all product designs. No material may be copied, photocopied, reproduced, or translated to any medium or form, in whole or in part, without prior written consent from Atlas south sea pearl Limited.


Frequently Asked Questions
• How do I make a purchase?
• What forms of payment do you accept?
• Is it safe to use my credit card online at www.atlassouthseapearl.com.au?
• Can I place my order by fax, email or post?
• Is my personal information kept private?
• How will I know you have received my order?
• Do you ship to my country?
• Does Atlas south sea pearl ship to post office boxes?
• How soon can I receive my order?
• How much will I be charged for shipping?
• Is my package insured?
• How are duties and taxes calculated?
• Can I return the goods if I am not satisfied with the quality of the product?
• Who can I contact if I have a query regarding my order or the item that I have purchased?
• How do I receive a discount of 20% off the value of items in this catalogue?


HOW DO I MAKE A PURCHASE?

If you have reviewed the terms and conditions of this site and you are ready to place your order, please follow these simple steps:

  1. Shop by browsing through our catalogue;
  2. Click on the image to access the individual item’s where you will be shown a larger picture and a description of the item that you are interested in purchasing;
  3. To add this item to your shopping basket, click the “Buy now” button next to the item that you wish to purchase;
  4. Once you have finished selecting the items that you are interested in, you can review your shopping basket by clicking on the “My basket” icon;
  5. If you need to delete an item from your shopping basket, change the quantity in your shopping basket for the item that you wish to delete to “0” (zero) and click on the “Update quantity” button. This will remove the item from the basket. You may return to browse the catalogue and add or change items at any time;
  6. To change the quantity of particular items, you will need to proceed to the shopping basket summary page (see - d. above). Change the number in the “Quantity” box next to the item that you want more or less of and click on the “Update quantity” button;
  7. To finalise your transaction, simply click on the “Proceed to purchase” button. This will give you a page to provide the necessary shipping and payment information to complete your purchases;
  8. To receive the shareholder discount, you must provide your Shareholder Registration Number (SRN) or Holder Identification Number (HIN) and the name in which your shareholding is registered;
  9. Finally, click the “Submit my order now” button and your transaction will be completed.
     

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

Our preferred method of payment is by way of a credit card. We can accept Visa, MasterCard and American Express. This is the simplest form of payment and can be used online via our secure payment gateway. Credit card payments may also be made by transmitting your credit card information to us by email, facsimile or post.

We will also accept money orders, cheques and bank drafts which are to made payable to Atlas south sea pearl Ltd in Australian Dollar currency. Payment by this method may delay delivery as the order will not be processed until the funds have been cleared to our account.

IS IT SAFE TO USE MY CREDIT CARD ONLINE?

Your shopping safety is our priority at Atlas south sea pearl. We have provided the safest possible online shopping environment to protect your identity and personal information. We use the latest version of 128-bit Secure Socket Layer (SSL) technology to encrypt your information, including your name, address, contact details and credit card details while it is being transferred to our server. We restrict and limit access to customers’ information within our organisation and ensure, as much as possible, that our server is secure from outside access.

CAN I ORDER BY FAX, EMAIL OR POST?

You can place your order by fax. To place an order by fax, simply download the order form and forward it to our office by facsimile. This order form can be sent to either our Bali (Indonesia) office or to the corporate head office in Perth, Western Australia.

The facsimile numbers for the order form are:
Corporate Office, Perth, Western Australia - +61 8 9380 9970
Denpasar Office, Bali, Indonesia - +62 361 284 454

The order form can also be emailed to us as a scanned document by sending it to info@atlassouthseapearl.com.

Order forms may also be sent by post to our Corporate head office at:
P.O. Box 8015
Subiaco East
Western Australia 6008
AUSTRALIA

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Atlas south sea pearl is committed to respecting the privacy rights of the customers who visit and purchase from our website. We consider the information you provide to us to be private and confidential.

We will never sell or trade your private details with any third party. The only time we will share your information with outside parties is in relation to the processing of your credit card payment and to facilitate the shipment of your goods. We will not store or hold your credit card information after the payment has been processed. We will only retain your contact details for future warranty and customer service purposes. Access to your information by staff is only on an as-needs basis and all staff are aware of privacy policies and laws.

HOW WILL I KNOW YOU RECEIVED MY ORDER?

Once you have placed your order, you will receive an email confirming that the order has been received. Once your payment has been processed and the item is ready for shipment you will receive the second email which will give you shipping details so that you are aware of the approximate arrival date of your purchase.

If you are not able to provide us with an email address, we will endeavour to contact you by telephone to confirm that your order has been received and then keep you informed of the progress of deliver of the purchased item.


DO YOU SHIP TO MY COUNTRY?

Atlas south sea pearl will ship your goods worldwide. If we are unable to deliver the item that you have ordered to your destination, we will advise you as soon as possible after you have placed your order.

All items that are purchased will be shipped from our office in Bali, Indonesia. Shipments are made based on Delivery Duty Unpaid (DDU). This means that the purchaser will be liable for any import duties and taxes that are imposed by customs in the country where the goods are being shipped to. Payment of any local taxes or duties or custom charges outside of Indonesia is the responsibility of the customer receiving the goods ordered from our website. These charges may be levied when the goods reach your country. We are not responsible for these charges and cannot provide estimates as to what the charges may be. You should contact your local customs office for further information. The buyer is liable for these charges and will not be refundable on return of goods to us.

DOES ATLAS SOUTH SEA PEARL SHIP TO POST OFFICE BOXES?

We are unable to ship your package to a P.O. Box address. Customers with a post office box address will need to provide an alternate physical delivery address where our delivery service can receive a signature upon delivery of your order.

HOW SOON CAN I GET MY ORDER?

We do not carry large quantities of stock. All items are hand made in Bali. Once we receive your order and have processed the payment, we will advise you whether the item is in stock or not and what the estimated delivery time will be. You should allow six (6) weeks for manufacture and delivery of the items that you order. If the item that you wish to order is required before this time, you can contact our sales team on info@atlassouthseapearl.com and they will advise you if the item is in stock and whet the expected delivery time will be.

Once the items are ready for shipment, we will dispatch your order within 48 hours. Please allow up to 10 days for delivery as external factors may cause delays

The following table is only an indication of shipping delivery times from Indonesia.
 

Country/Location 1-3 days 3-5 days 5-10 days
Australia *    
U.S.   *  
U.K.   *  
Other region     *


HOW MUCH WILL I BE CHARGED FOR SHIPPING?

Shipping costs will be calculated depending on the weight and destination of your package.

The following table provides details of the cost of shipping to various destinations in the world. If your destination is not listed, we can provide details of the shipping cost when we confirm your order.
 
Destination Cost
AUD
Australia $35
U.S. $40
U.K. $40
Europe $40
Hong Kong/ Japan/Korea $40
Russia $40

The cost of freight to other destinations can be provided can be provided upon request to us at info@atlassouthseapearl.com.

IS MY PACKAGE INSURED?
All merchandise ship will be insured against theft and accidental damage at no cost to the customer. Once it has been delivered to the specific address and signed for, it is no longer covered by insurance.

HOW ARE DUTIES AND TAXES CALCULATED?
Prices displayed on the website are exclusive of tax. The total value of the goods that are ordered during the purchase process excludes any duty, tax and shipping costs. Our shipment is based on Delivery Duty Unpaid (DDU), which means that the recipient is responsible for any duties and taxes levied by the authorities in the country to which we are shipping. You should contact your local customs office for further information in this regard. The buyer is liable for these charges and will not be refundable on return of goods to us.

CAN I RETURN THE GOODS IF I AM NOT SATISFIED WITH THE QUALITY OF THE PRODUCT?
Atlas south sea pearl will offer a 21-day return policy on all items that are purchased from our web site. We will remedy any product that is found to be defective or different from the description or sample shown on the web site. Refunds will be offered for goods that are returned to us in the condition that we delivered them to you.

The goods may be returned to either our Australian or Indonesian offices. To return a product, contact us by telephone, facsimile or email within 21 days from the date that you received your order and we will evaluate your return request, record your product return information and issue you with a Return Authorisation Number (RAN). Once a RAN is issued, the goods must be returned with their original packaging and a copy of the invoice to either Atlas south sea pearl Ltd, 43 York Street, Subiaco, Western Australia 6008, Australia or PT Cendana Indopearls, Pertokoan Sanur Raya No. 18-19, Jalan Bypass Ngurah Rai, Sanur, Denpasar Selatan 80027, Bali, Indonesia within 14 days of the RAN being issued. Please ensure that the RAN is clearly marked on the receipt that is returned with the goods.

As soon as we receive the returned goods, we will refund, replace or credit to value of the items, as mutually agreed, within 7 days or undertake any repairs as required. Please note that it is your responsibility to ensure that the goods are adequately packaged to ensure that they are not damaged on the return journey.

WHO CAN I CONTACT IF I HAVE ANY QUERIES REGARDING MY ORDER OR THE ITEM THAT I HAVE PURCHASED?
Should you have any queries in relation to the items that you wish to purchase or products that you have purchased and received, you can send an email to info@atlassouthseapearl.com. Alternatively you can contact our office in Bali, Indonesia on:

Tel: +62 361 284 455
Fax: +62 361 284 454

HOW DO I RECEIVE A DISCOUNT OF 20% OFF THE VALUE OF ITEMS IN THIS CATALOGUE?

If you are an existing shareholder of Atlas South Sea Pearl Limited, you are eligible for a discount of 20% off the retail prices that are shown in this catalogue. If you are a shareholder and you wish to receive this discount, you need to include your Holder Identification Number (HIN) or Shareholder Registration Number (SRN) on the order form in the space provided as well as the name that the shares are registered under.