Welcome, we hope some of these answers to our most frequently ask questions help with understanding both our business and our jewellery.

Gems & Jewellery — Customer FAQ Articles

1. How long will it take to receive my order?

All of our jewellery is made to order — which means your piece is crafted fresh, just for you.

Here’s what to expect:

·         Manufacturing time: 2–4 weeks (most popular pieces like Celtic and puzzle rings take around 4 weeks)

·         Delivery time: 3 business days within Australia via express registered mail

·         International orders: Allow an additional 7 days for postage

Total estimated time: 3–5 weeks from order to your door.

💡 Planning for a special occasion? Order well in advance — especially around Christmas, when demand is high and cut-off dates apply. Check our homepage for seasonal deadlines.

 

2. Are your prices really that good — what’s the catch?

No catch! Here’s why our prices are so much lower than traditional jewellers:

·         We operate online only — no retail shopfront, no rent, no overheads

·         Every piece is made to order, so we carry zero inventory costs

·         We pass those savings directly on to you

You’re getting   20–40% off typical retail prices on most pieces,  without any compromise on quality. All jewellery is Australian-made, hallmarked, and crafted from solid 9ct or 18ct gold.

 

3. How do I find my ring size?

Ring sizing is one of the most common concerns when buying online — and we get it!

Here’s how to measure at home:

1.    Wrap a thin strip of paper around the base of your finger

2.    Mark where it overlaps and measure the length in millimetres

3.    Use a standard ring size chart to match your measurement

Tips:

·         Measure at the end of the day when fingers are slightly larger

·         If you’re between sizes, go up — it’s easier to resize down

·         For puzzle rings, sizing is especially important as they’re more complex to resize

Still unsure? Contact us at sales@gemsandjewellery.com.au or call 0412 336 763 and we’ll help you figure it out before you order.

 

4. Can I get my ring resized after I receive it?

Because all our jewellery is made to order, we strongly encourage getting your size right before placing your order (see FAQ #3 above).

That said:

·         Simple band styles may be resizable by a local jeweller

·         Puzzle rings and Celtic rings with intricate patterns are very difficult or impossible to resize without affecting the design

·         We recommend contacting us before ordering if you’re unsure — we’d rather help you get it right the first time

 

5. What gold options are available — and what’s the difference?

We primarily work with 9ct and 18ct gold in yellow, white, and rose gold.

 

Option	Durability	Colour	Best for
9ct Gold	Very durable	Slightly warmer	Everyday wear, budget-conscious
18ct Gold	Softer, more pure	Richer, deeper	Special occasions, sensitive skin

Why not 10ct or 14ct?These are more common in the US market. In Australia, 9ct and 18ct are the standard — and what our manufacturers specialise in.

We don’t sell:

·         Sterling silver jewellery

·         Hollow or gold-filled pieces

·         Gold-plated items

Everything is solid gold, hallmarked, and built to last.

 

6. What is your returns and exchange policy?

We take quality seriously — every piece is visually inspected before it leaves us.

If your jewellery arrives damaged or defective:

·         Contact us within 3 days of delivery

·         We’ll arrange a replacement and cover return postage

·         Email: sales@gemsandjewellery.com.au

If you’re unsatisfied or feel the item wasn’t as described:

·         Contact us promptly and we’ll discuss a store credit

Please note: Because every piece is made to order specifically for you, we’re unable to offer change-of-mind returns. We encourage you to reach out before purchasing if you have any doubts — we’re happy to answer questions!

 

7. Is my order insured during shipping?

Yes! Every order is shipped via express registered mail with full insurance.

·         Orders over $300 receive free insured shipping Australia-wide

·         Your parcel is tracked and insured for its full value

·         You’ll receive tracking details once your order is dispatched

If anything goes wrong in transit, you’re covered. We’ve never had a quality issue with our pieces — and we make sure they arrive safely too.

 

8. Why is GST added at checkout instead of being included in the price?

Because we ship internationally, we keep GST as a separate line item at checkout rather than baking it into the listed price.

This means:

·         Australian customers pay the listed price + 10% GST

·         International customers are not charged GST

It’s our way of being transparent about pricing for all customers. Even with GST, our prices remain well below standard retail.

 

9. Can I add engraving to my ring or pendant?

Yes! Personalised engraving is available on many of our pieces.

How to add it:

1.    Add the item to your cart

2.    In the Notes section at checkout, type your message

3.    You can use letters or numerals, upper or lower case

Keep in mind: Engraving is permanent, so double-check your spelling before submitting! Once the piece is made, changes aren’t possible.

Want to confirm engraving is available on a specific design? Contact us before ordering.

 

10. How do I know I can trust buying expensive jewellery online?

This is a completely fair question — and one we love answering.

Here’s why thousands of Australians have trusted us over 20+ years:

·         ✅ Australian-made by experienced manufacturers with over two decades in the industry

·         ✅ Hallmarked solid gold — every piece, no exceptions

·         ✅ Conflict-free diamonds sourced from reputable, certified Australian suppliers

·         ✅ Insured express shipping — your order is protected from our bench to your door

·         ✅ Real people behind the business — call us on 0412 336 763 or email sales@gemsandjewellery.com.au

·         ✅ Zero defect returns to date — our quality control speaks for itself

We’re not a faceless marketplace. We’re a small Australian business that genuinely cares about every piece we make and every customer we serve. 💛