We're in this together

Online shopping with Michael Hill is still available. However until the level 4 lockdown has been downgraded, we will be unable to deliver your orders.

We are currently experiencing a high volume of enquiries across phone, chat and email. Please bear with us as we aim to respond to you as soon as we can.

Frequently Asked Questions

  • Can I still place an order online?

    You sure can! Website orders are still operating as usual, however due to the level 4 lockdown we are unable to deliver your orders until that is downgraded.

    Our Total Love Guarantee is in place as always, and you are still able to return it in line with our 30 day change of mind policy (from the day you receive your order). You can find out more about returns and the process here.

  • How can I have my diamonds inspected as per the Lifetime Diamond Warranty?

    Do you have a diamond which is covered by the Michael Hill Lifetime Diamond Warranty, and your 6-monthly diamond inspection is due between the date your store closed and the date it reopens?

    We are offering an extension of 3 months to have your diamond inspected, from the date your store reopens.

    Your Lifetime Diamond Warranty will continue to be valid, provided you have the diamond inspection done within that 3 month period (and otherwise comply with the standard terms and conditions of the Lifetime Diamond Warranty, which are available here).

    You may sign up to our newsletter for any future updates relating to this issue - sign up here. Please note that through this you will be opting into all marketing communications, however you may manage your preferences via the link in any email footer.

  • How can I make a return or get a refund?

    At Michael Hill, we want you to love your purchase. That’s why, on top of your consumer rights, our usual return policy for change of mind is 30 days. However, we understand that in the current circumstances you may need more time.

    For purchases made in New Zealand between 22 February 2020 and the date your local store reopens, we will extend these return times to 30 days from your closest store reopening. As always, all returns will be subject to the requirements of our Change of Mind Policy, which is available here.

    For online orders, our 30 day returns policy applies as usual. You may find out more about this here.

    You may sign up to our newsletter for any future updates relating to this issue - sign up here. Please note that through this you will be opting into all marketing communications, however you may manage your preferences via the link in any email footer.

  • What will happen to my special order or repair?

    Currently we have paused special orders and repairs being sent out. Once the piece is complete and stores are opened, it will be sent to your store who will call you when it is ready to collect.

    You can rest assured that your product will stay safely stored with us until it is safe to send.

  • Can I access repairs and services as a part of my Professional Care Plan?

    At this stage all Professional Care Plan services have been paused.

    You may sign up to our newsletter for any future updates relating to this issue - sign up here. Please note that through this you will be opting into all marketing communications, however you may manage your preferences via the link in any email footer.

  • I can't see live chat on the website?

    You will see the live chat icon in the bottom right of your screen. However, this will not appear if there are no customer service representatives available. If this is the case, please contact our team and we will get back to you as soon as possible

  • Cleaning your jewellery

    With increased cleaning occurring, keep in mind that this can take a toll on your jewellery pieces. Hand sanitisers and soaps will not hurt hard gemstones, such as diamonds, or damage their qualities, though softer gemstones, such as pearls, can be damaged from these chemicals. Repeated exposure to sanitisers and cleaning agents can make white gold wear faster than it usually would.

    To keep your pieces looking their best and avoid any potential future issues, Michael Hill recommends you remove your jewellery when possible when washing your hands, with hand sanitisers in particular.


A Message from our CEO


To our Michael Hill family & friends,

Thank you for your continued support and loyalty, during these uncertain times. Our thoughts go out to all of you who have been affected by this unprecedented situation.

Amid the rapid changes we are seeing globally I want to assure you that at Michael Hill we are managing the trading and operational impact of COVID-19. We stand for love of our people, our customers and our community and the health and safety of our team members and you, our customer remains our highest priority.

Given the escalation of this pandemic in the last day and direction from the Government, it is with a heavy heart that we have taken the decision to close all Michael Hill New Zealand stores on Tuesday March 24th, until further notice. We will of course endeavour to keep you fully informed on any future changes during this time and will re-open as soon as we are given approval by Government Health Authorities.

You are a valued customer, and to assist you during this time we have expanded our support teams to ensure you continue to experience exceptional service. Our online business will continue to operate, and we are on standby and ready to assist you as always.

We are on standby and ready, and here's all the ways we are here for you:

  • You can continue to shop online - there are currently no impacts on delivery times
  • Call us on 0800 445 590
  • Live chat through the website, or
  • Send us a message

Again, thank you for your continued loyalty and support of Michael Hill through these challenging times. When the time is right we look forward to welcoming you back into our stores.


Please take care of yourselves, your families and your communities.
Daniel Bracken
CEO
Michael Hill Jewellers

Why order online?

Free shipping

Online Orders

Orders through our website are continuing as normal. If you need any assistance, you can jump on live chat or contact our Customer Service team.

Free shipping

Deliveries

Unfortunately we are unable to deliver your orders until the level 4 lockdown is downgraded.

30 day returns

Returns

We want you to love your purchase! However if you don't, we are still offering our 30 day change of mind returns policy for online orders. This 30 day period begins from the day you receive your products.Find out more >