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.
When will I receive my order?
We understand you're excited to have your new piece of jewellery as soon as possible, so we make delivery of your order our priority!
We make every item ourselves, so you are getting a unique hand-finished piece - not factory made or mass produced. Orders leave from our Sydney/Canberra studio. If for some reason shipping is delayed, we will contact you and let you know.
>> 'Collection or In stock' pieces (anything 'as is' from our website) will be shipped within 3 business days via Courier or Registered Australia Parcel Post. Within Australia, delivery will generally be 2-5 business days. Internationally, delivery will be 2-3 weeks.
>> 'Bespoke or Made to order' pieces (including custom ring sizes and engraved pieces) will be shipped within 15 business days and then sent via Courier or Registered Australia Parcel Post. Within Australia, delivery will generally be 2-5 business days. Internationally, delivery will be 2-3 weeks.
Check the product page to find out if your item is in stock or made to order.
If you're in regional Australia, check the Australia Post Delivery Timetable for a more accurate estimate.
Please allow extra time during rush and holiday periods such as Christmas.
***We now offer Click + Collect for local orders!*** From October 1st 2017, we're happy to offer a in-store collection for our Sydney customers, to save you shipping costs and packaging waste. Simply enter the code 'COLLECT' at checkout, and we'll notify you by email once your order is ready. Most items will be available 1-3 business days after ordering, and bespoke pieces 15 business days after ordering.
Our shop is called 'Fine Fellow' and is located 10mins from Sydney's CBD at 11 Foley Street, Darlinghurst. Find out more and opening hours on the Fine Fellow website.
What if I just can't wait that long for my purchase (and I can't collect it)?
For a small additional cost, you can upgrade to Australia Post Express Service by adding this item to your online shopping cart. You can find the item on our 'All Products' page. This provides Next Business Day Delivery to most capital cities and metro areas of Australia. Areas outside the national network will receive delivery within 2-3 busines days. Before ordering, please check your area is covered by the Express Post National Network.
Alternatively, email Clara (firstname.lastname@example.org) and we will do our utmost to deliver your piece as quickly as possible.
We can also tell you if there's a stockist that carries the piece near you.
Please bear in mind this is an additional shipping upgrade only. After receiving your order, we'll still need time to create your item. For preparation times, refer to 'When Will I Receive My Order' above.
Can I track my order?
Yes, once your order is sent you will receive an email from Clara with a tracking number and estimated date of delivery.
Will I have to sign for my order?
Yes, for your security and peace of mind, we include Signature on Delivery as a default, so someone will need to sign for your parcel. If you aren't available, a card will be left with directions on how to collect it.
You can opt out of this service and nominate a secure place to leave your parcel instead by leaving us a comment when you checkout. We don't recommend this, however, as we won't be able to help you with undelivered parcels or replace lost items if you choose this.
How much do you charge for shipping?
Our pieces are sent beautifully gift-wrapped in Burton Metal Depository packaging.
For addresses within Australia, we charge a flat rate of $10.
For international orders, pieces that can be 'flat packed' as a letter (like amulets) will cost $15 to send. For larger and gift-boxed items refer to the list below:
New Zealand $19.50 // China, Malaysia, Singapore & Hong Kong $22.50 // US $24 // UK & everywhere else $28. Each subsequent piece costs $5.
Overseas buyers are responsible for any customs and import taxes that may apply.
These rates just cover our costs of using a Registered Post service with Tracking -an additional service to ensure that you receive your special purchase. For more information, feel free to contact us or go to the Australia Post website.
What happens if my order doesn't turn up?
If your parcel hasn't arrived within the expected time frame, check the tracking information on the Australia Post website, then contact us and we'll do our best to rectify the situation. Note that items can't be processed as 'lost' until 30 days after the date of shipping, and as such we can't issue replacement items until then. We won't be able to help you either if you chose to opt out of the'Signature on Delivery' service.
*Unfortunately we cannot accept responsibility if the parcel is signed for by someone else and you have not received it. We send our parcels via registered post, which is the most secure delivery method Australia Post offers. Additionally, we cannot accept responsibility for any customs issues, costs or refusals. Check your country's custom laws first before placing your order if you are concerned.
What happens if my order turns up damaged?
If your parcel turns up damaged, please take a photo of it immediately, especially if the outside parcel wrapping/envelope shows signs of damage! Then notify us and we'll do our best to rectify the situation. If the parcel has been opened by customs we cannot accept responsibility. Again, please check your country's custom laws before placing your order if you are concerned.
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 wtihin 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 email@example.com 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 firstname.lastname@example.org 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.
ABOUT THE PRODUCTS
Where are your products made?
All of our products are made in our Sydney or Canberra studio, on the east coast of Australia, by Clara and her team. 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. If you prefer, our designs can also be made in 9ct or 18ct Gold. Send us an email at email@example.com 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 market events - sign up to our email newsletter or head to the online Journal 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?
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 firstname.lastname@example.org 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 25% 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 laquered 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 lacquer 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).
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 your fingers or a small pair of pliers to squeeze the ends back together again.
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.