Frequently Asked Questions

There are several ways to find your ring size: 1) Visit our showroom for a professional fitting. 2) Request a free ring sizer and we will post it to you. 3) Use our online ring size guide with the string or existing ring method. For the most accurate result, measure at the end of the day when your fingers are at their largest.

You can modify or cancel your order within 2 hours of placing it by contacting us at service@myjewelleryshop.com.au or calling (07) 5572 9009. After this window, orders enter production and cannot be changed. Custom orders cannot be cancelled once production has begun.

Yes! Every order comes in our signature presentation box at no extra charge. We also offer premium gift wrapping with a personalised message card. Simply select the option at checkout. All items are beautifully packaged and ready to gift.

Absolutely! You can place orders by calling (07) 5572 9009, visiting our Gold Coast showroom, or through our website. Our team is happy to assist you with product selection, sizing, and any special requests.

Yes, we offer professional engraving on most rings, pendants, and bracelets. You can add engraving during checkout or request it in-store. Prices start from $35. We can engrave names, dates, short messages, or symbols. Please allow an additional 2-3 business days for engraved items.

Standard Shipping: 3-5 business days (free on orders over $150). Express Shipping: 1-2 business days ($15). Same-Day Delivery: Available for Gold Coast metro orders placed before 12pm ($25). All orders are shipped fully insured via Australia Post or courier. You will receive a tracking number via email once dispatched.

Yes, we ship to New Zealand, USA, UK, Canada, and most countries worldwide. International shipping typically takes 7-14 business days. All international orders are fully insured and shipped with tracking. Import duties and taxes may apply depending on your country.

Once your order is dispatched, you will receive an email with your tracking number and a link to track your parcel in real-time. You can also track your order by logging into your account on our website and visiting the 'My Orders' section.

Yes, every order is fully insured during transit at no extra cost. In the unlikely event of loss or damage during shipping, we will replace or refund your order in full. We use tamper-evident packaging and require signature on delivery for all orders over $500.

We offer a 30-day hassle-free return policy on all standard items. Items must be unworn, in original packaging, and accompanied by proof of purchase. Custom-made pieces, engraved items, and earrings (for hygiene reasons) are excluded from returns. To initiate a return, contact us at service@myjewelleryshop.com.au.

Yes! We offer free size exchanges within 30 days of purchase. Simply contact us and we will arrange the exchange. For rings, we can also resize your existing piece. The first resize is complimentary within 12 months of purchase.

Once we receive and inspect your return, refunds are processed within 3-5 business days. The refund will be credited to your original payment method. Credit card refunds may take an additional 5-10 business days to appear on your statement depending on your bank.

Yes, if you prefer, we can issue store credit instead of a refund. Store credit never expires and can be used on any product or service, including custom design consultations. We also offer gift cards in various denominations.

All fine jewellery (gold, platinum, diamond) comes with a 7-year diamond guarantee covering manufacturing defects. Fashion and silver pieces carry a 12-month warranty. Custom-made pieces include a 7-year diamond guarantee plus a certificate of authenticity. Warranty does not cover normal wear, accidental damage, or unauthorised modifications.

Yes, all diamonds 0.30ct and above come with independent certification from GIA, GCAL, or IGI, the world's most respected gemological laboratories. Each certificate details the diamond's 4Cs (cut, colour, clarity, carat weight) and includes a unique identification number.

To keep your jewellery looking its best: Remove before swimming, showering, or exercising. Store pieces separately to avoid scratching. Clean with warm soapy water and a soft brush. Bring your pieces in for a complimentary professional clean every 6 months. Avoid contact with perfumes, lotions, and household chemicals.

Absolutely. We are committed to ethical sourcing. All our diamonds are conflict-free and comply with the Kimberley Process. Our gold is sourced from responsible refiners. We also offer lab-grown diamond options for customers who prefer a more sustainable choice.

Yes! Our bespoke design service lets you create a one-of-a-kind piece. The process starts with a free consultation where we discuss your vision, budget, and preferences. We then create 3D CAD renders for your approval before handcrafting the final piece. Typical turnaround is 4-6 weeks. Learn more about custom design

Yes, we repair all jewellery regardless of where it was purchased. Our master jewellers have experience with all brands, metals, and styles. We offer a free assessment. Simply bring your piece in-store or send via our insured postal service.

Insurance valuations start from $85 per item. Estate valuations from $120 per item. Update valuations from $55 per item. Discounts are available for multiple items. All valuations are conducted by our certified gemologist and accepted by all major Australian insurers. Book a valuation

Yes! We offer complimentary ultrasonic cleaning and polishing for any jewellery, even pieces not purchased from us. Simply visit our showroom during business hours. We recommend professional cleaning every 6 months to keep your pieces sparkling.

Yes. We offer Afterpay and Zip Pay online, plus layby in store only. We are happy to talk you through the best option for your purchase if you need help choosing the right payment method.

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, bank transfer, and all major BNPL services. For in-store purchases, we also accept cash and EFTPOS. For custom orders over $5,000, we offer flexible payment plans.

Absolutely. Our website uses 256-bit SSL encryption to protect your personal and payment information. We are PCI DSS compliant and never store your full credit card details. All transactions are processed through Shopify Payments, one of the world's most trusted payment platforms.