Your questions, answered.
Can’t find what you’re looking for? Contact us and we’ll be happy to help.
DIAMONDS AND MATERIALS
Are your diamonds real?
Yes. Lab-grown diamonds are real diamonds, identical to mined ones in every way but origin. Read more on our lab-grown diamonds page.
Do your diamonds come with a certificate?
Our centre diamonds are independently graded and come with their grading certificate.
What metals do you work in?
9k, 14k and 18k gold in yellow, white and rose, as well as platinum.
ORDERING
How do consultations work?
By video or phone, wherever you are. Consultations are complimentary and take about 30 minutes. Book a consultation and we’ll be in touch to arrange a time.
What payment methods do you accept?
Major debit and credit cards, plus any other methods shown at checkout. All prices are in Australian dollars.
How do I find my ring size?
The most accurate way is to have your finger sized at your local jeweller. Let us know your size when you order and we’ll confirm it with you before your piece is made.
BESPOKE
How does a bespoke piece work?
It starts with a consultation. We then send stone options and a quote, confirm the design with you, and begin making your piece once your deposit is paid. See our bespoke page for each step.
How long does it take?
Around 6 to 8 weeks from design approval.
How much is the deposit?
50% of the total, with the balance due before dispatch. Deposits are non-refundable for change of mind.
Can I change the design after approving it?
No. Once your design is confirmed, production begins and changes can’t be made.
SHIPPING
How long does delivery take?
Ready-made pieces are usually dispatched within 3 business days. Delivery then takes 1 to 3 business days within Australia, 3 to 5 to New Zealand and 5 to 10 internationally.
Do you ship overseas?
Yes, worldwide, with tracked and secure delivery. Any customs duties or import taxes are the recipient’s responsibility.
RETURNS AND WARRANTY
Can I return or exchange a piece?
Eligible ready-made pieces can be exchanged within 14 days if unworn and in their original packaging. We don’t offer refunds for change of mind. Earrings and custom or engraved pieces can’t be exchanged.
What if my piece arrives faulty or damaged?
Contact us as soon as you can so we can assess the issue and arrange a repair, replacement or refund in line with the Australian Consumer Law.
Is there a warranty?
Yes. Every piece is covered by a 12-month warranty against manufacturing faults. See our terms of service for details.
How do I look after my jewellery?
Our care guide covers everyday wear, cleaning and storage.
Consider yourself Carated.