Frequently Asked Questions (&)(!!)
Answers to everything you need to know to shop with us! If you have a question that's not addressed here, please get in touch and we'll answer it right away.
ABOUT THE PRODUCTS
Where are your products made?
All of our products are made by Clara and her team in our Derwent Valley studio in Tasmania, on the southernmost tip of Australia. They are individually finished by hand and therefore variations on the surface may make your piece look slightly different to the one shown online. We believe this gives each piece its unique character, which is the beauty of having something created by hand.
Can you custom make something for me?
Yes, we offer a bespoke design service and we'd love to chat to you more about this. We can also add personal touches such as engraved names, date and inscriptions to many of the pieces on our website. Our designs can also be made in 9ct Gold, 18ct Gold or Platinum. Send us an email at firstname.lastname@example.org to discuss your ideas and get an obligation free quote.
Can I try on your jewellery before I buy it?
You can find our jewellery at select boutiques, pop-up stores and events - sign up to our email newsletter or follow us on Instagram / Facebook to keep up to date.
How do I find out my ring size?
Most jewellery shops will size your finger free of charge, and we recommend going to at least 2-3 jewellers to get an average. If you can, discuss with them how the weather/time of day will affect your measurement, and take note of the width of sample ring they use as wider bands tend to feel tighter. Please check your finger size carefully before ordering and see below for information about return/exchange of custom-made items.
What if I want to give a ring as a gift, but don't know their finger size?
We understand sometimes it can be difficult to get it right, even with that special someone. That's why we offer our Burton Metal Depository Exchange Service (BMDX) on all our collection rings. Basically, this means you can confidently purchase any ring from our online shop, knowing that if it's not the right size, you can exchange it down the track for one that's made exactly to size, for no extra cost.
How does BMDX work?
- Purchase a ring from our online collection and select our 'standard' size from the product page.
- Suprise your loved one with their gift!
- If it's not the right size, get in touch within the next 2 weeks and return the ring to us.
- Tell us the correct size, and we'll have your custom-made ring ready within 3-4 weeks.
After receiving their gift, the recipient can also decide if the style and material is right for them, and make adjustments if they like. We can even discuss nitty gritty details like curved edges and gems with them at this stage (additional costs may apply).
Taking advantage of our BMDX service is a good way to avoid the expense and time of re-sizing or re-making a custom ring.
What if I need my custom-made ring resized?
If your ring is custom-made, this means we've created it from scratch, just for you. As a result, we cannot refund your purchase if you order the wrong size or change your mind. This is in accordance with Australian Consumer Law. Therefore please check your finger size carefully before ordering. Most jewellery shops will size your finger free of charge, and we recommend going to at least 2 jewellers and discussing with them how the weather and time of day will affect their measurement.
If you receive your ring and it doesn't feel comfortable, please contact us at email@example.com with your original and amended finger size. We charge $40 per ring resize of up to 2 sizes (plus postage).
However, most of our rings cannot be resized due to their unique design, and we will have to make you a new one. If this is the case, and you return the original ring to us, we can offer you a 20% discount off the purchase of the new one.
How do I look after my jewellery?
Our jewellery is designed to wear and age over time, just like a great pair of jeans. We believe this gives each piece an individual character depending on how it's been worn. If you'd like to spruce up your piece from time to time, here are a few tips:
Sterling Silver will darken over time, and can even turn black if it's in contact with certain chemicals (chlorine pools, perfumes and even some people's bodies!) Use a silver-cleaning cloth, or some toothpaste on a soft cloth, to restore the colour.
Matt finishes, particularly on rings, will look more polished over time as the metal gets worn. Gently rub a 3M Scotchbrite pad (the dark green ones from the supermarket) over the surface in one direction to create a matt finish again.
The black oxidised finish on some of our pieces will wear off over time. This is a deliberate effect as it exposes the metal underneath. If you'd like the finish restored, you can send the piece back to us for re-blackening (a $45 fee will apply as this involves stripping back the original and re-applying multiple coats to the piece). Check out our video to see an example of how it wears.
All of our necklace chains are made with an open bail (round loop). This means that if the chain gets caught on something whilst you're wearing it, it will fall off rather than injure your neck. If you notice the loop opening up by itself, simply use a small pair of pliers to squeeze the ends back together again.
Do you accept returns?
Yes (excluding custom orders). Our top priority is your happiness, so we will gladly accept a return, provided it is:
1. In its original condition, unworn and undamaged,
2. In its original packaging and this is in its original condition and
3. Returned within 21 days of receipt
If you decide to return something, we ask that you contact us within 7 days of receipt so we can process it promptly.
Please note, if your piece is custom-made or bespoke, this means it's been created from scratch, just for you. As a result, we cannot refund your purchase if you order the wrong size or change your mind. This is in accordance with Australian Consumer Law. Therefore, we ask you to carefully check your size and any details before ordering. If you have any queries, contact us first.
How do I return something?
If you decide to return an item, simply email us at firstname.lastname@example.org within 7 days of receipt and we will provide the address to post it back to. Unfortunately we cannot accept responsibility for repaying postage and handling charges.
Will I get my money back?
Yes, we will give you a 100% money-back refund after we receive your returned item and checked it meets the criteria above. Some refunds may take a few days for your bank to process.
Please note - although we cannot accept returns for custom made items (including rings) we want you to be happy with your purchase, so please contact us and we'll work with you to resolve the issue as best we can. You can also take advantage of our 'BMDX' service for gifts (explained below).
What currency are your prices in?
All prices are in Australian Dollars.
What types of payment do you accept?
We use PayPal and Stripe to ensure secure and easy online transactions. Don't worry if you don't have an account, you can still use your debit or credit card.
We also take direct deposit payments from Australian customers. Email email@example.com with your order request, and we will send you an invoice with our account details. Please note we are not able to start making or shipping your order until we receive payment. If we don't hear from you or receive payment after 5 days, we may cancel the order.
What if I have a question that's not here?
Give us a call, email, text, Facebook, Instagram message, or just play it old-school and write to us, and we promise to get back to you within 48 hours with a personal reply.