Help Center
Frequently Asked Questions
Find answers to our most common questions below.
When checkout completes you will see your order confirmation with its order number, and the order appears under My Account → Orders. You can also look it up on the Track Order page with that number and your email address.
Shipping is free on orders over A$50,000. Delivery usually takes around 5 days. Checkout shows the exact shipping cost for your address before you pay.
You can request a return within 5 days of delivery from My Account → Orders. Return shipping is paid by the customer. Our Returns policy has the full conditions.
Gold and platinum are priced by weight at the current metal rate, so a piece's price can move a little from day to day. The price shown when you confirm your order is the price you pay.
For gold, platinum and hard stones: ten minutes in warm water with a drop of washing-up liquid, a soft brush, then rinse and dry. Never use toothpaste or baking soda, and never put emeralds, opals or pearls in an ultrasonic cleaner. Our Care Guide covers each material.
Separately — each in its own pouch or lined compartment — and away from bathrooms. Diamonds scratch everything, including other diamonds, and silver tarnishes on contact with air, so a closed pouch keeps it bright.
Tell us what you have in mind through the contact page and we will come back to you on what is possible.
An order can only be changed or cancelled before it ships, so write to us through the contact page as soon as you can. One that has not been paid for yet can be cancelled straight from My Account → Orders.
Open the order under My Account → Orders, or use the Track Order page with your order number and email address. Its progress, and the tracking details once it has shipped, are shown there.
You can pay by cash on delivery.
Our Size Guide walks you through measuring at home. If you are between sizes or unsure, write to us before you order.
No. White gold is finished with a rhodium plate that wears through after two to three years of daily wear, letting the warmer gold beneath show. Replating is quick, and it is part of normal upkeep rather than a defect.
Where a piece offers choices — metal, purity, size or stone — you pick them on its product page and the price updates as you choose. For anything it does not offer, write to us through the contact page.