Sizing FAQ's

How can I check my ring size? 

Our Size Guide can help! If you're still unsure, that's no problem! When placing your order please select "Mail Me A Ring Sizer" in the ring size dropdown menu and we will mail you a ring sizer to confirm your size before we begin making your ring. 

 

How do i check my wrist/bracelet size?

Our Size Guide can also help with this! 

 

I purchased the wrong size ring, can it be resized?

Yes it sure can be! All Raelyn Rose rings come with a complimentary resizing service so you can shop without the size stress. This is particularly handy if you are planning to propose but don't know your partners ring size. However please note that while most of our ring designs CAN be resized, there are a small handful of rings that cannot be resized due to design restrictions. Each of our rings will have a note in the item description letting you know if that particular design can or cannot be resized. If you are still unsure or would like to confirm, please reach out via our live chat or Email Us and we'd be happy to clarify. Additionally, if you wish to go ahead with resizing your ring, please Contact Us

 

I purchased the wrong bracelet/necklace length, can it be resized?

Yes it sure can be. Please Contact Us to begin the resize process. 

 

I want to purchase a One Of A Kind ring but dont know my ring size yet. What are the next steps? 

You can select "Mail Me A Ring Sizer" in the ring size dropdown menu when placing your order and our team will mail you a free ring sizer. Then once you've received your sizer and confirmed your ring size, our team will resize your ring accordingly (free of charge) before mailing your ring to you. 

 

 

Warranty & Repairs FAQ's

Do you offer warranty on your jewellery?

Here at Raelyn Rose Jewellery we stand by our work. Rest assured that we will take care of all your jewellery needs. All of our pieces come with a limited lifetime warranty. Please visit our Warranty & Return Policy for full details. Feel free to Contact Our Team if you have any additional questions or concerns.

 

I've damaged the jewellery I purchased from you - can it be repaired?

We get it, when you love and wear your piece regularly, accidents can happen. Rest assured that we can take care of any repairs you may need. Since every case is unique, all repairs are determined on a case-by-case basis. Please Email Us with photos and a description of the damage and we will advise you on the repairs required and next steps involved. 

 

How do I send my jewellery to you for repairs/resizing? 

All pieces being sent to us for repairs/resizing must be mailed to us through a trackable mail carrier (AusPost, DHL, FedEx, etc.). Once we have organised the next steps of your repair/resize, we will email you instructions on how to mail your piece back to us securely. 

 

I've received my jewellery but have changed my mind - can I return it?

Due to our jewellery being made to order or One Of A Kind, we are unfortunately unable to offer refunds at this time. However we stand by our work and our top priority is ensuring you are happy with your purchase. If you are unhappy for any reason please Contact Our Team and we will be happy to assist you further. 

 

Do you offer returns/refunds?

Due to our pieces being made to order, we are unable to offer refunds on any of our items. If you have any questions prior to purchase, please Contact Our Team and we would be happy to help you choose the piece that is perfect for you. 

 

Do you offer exchanges?

Our top priority is ensuring you are happy with your purchase, and we want you to shop with absolute confidence. Shopping online can have some challenges and we completely understand this. For this reason, we have recently begun offering exchanges. However due to our pieces being made to order, our exchanges are conditional to the following criteria:

• You must notify our team within 3 days of order delivery that you would like to exchange your piece. We require notification via email. You can  Email Us here. After 3 days of order delivery, all sales are final. 
• Once your exchange has been approved, we must receive valid tracking within 7 days. For items not returned in a timely manner, we reserve the right to reject the exchange even if we have approved it prior.
• Return mail insurance is the responsibility of the sender. We are unable to offer exchanges or hold liabilities for items lost in transit on their way back to us.
• A 30% restocking fee is applicable on all exchanges to cover the labor required to resize and polish the returned piece. 
• The returned piece must be in original, unworn and undamaged condition and all certificates (GIA, IGI, etc.) must also be returned in original condition.
• We are unable to exchange custom orders. 
• We are unable to exchange One Of A Kind pieces that have been resized.
• Exchanges are limited to one exchange per order.
• We reserve the right to reject an exchange if the returned piece is damaged, worn or missing parts. If we do accept an exchange on a worn/damaged piece, a fee will be charged to cover the costs of repairs. 

 

How do I clean my jewellery?

Cleaning your jewellery is much easier than it seems! Visit our Jewellery Wear, Care & Cleaning Guide for information on how to clean and care for your jewellery. 

 

 

Production & Postage Times FAQ's

How long will it take to handcraft my order?

Production times range from 3-6 weeks depending on the piece. Each individual piece has a unique production time which is specified in the item description. Please note that production times do not apply to our One Of A Kind collection since they are already in stock and ready to ship.

 

I need my piece urgently. Can you make it quicker?

Yes we may be able to make your order sooner depending on the time of year and our bench capacity. Please Contact Us for more details. 

 

Can I track my parcel in the mail?

Absolutely! All parcels are sent with full tracking and signature on delivery so you can follow the delivery journey every step of the way.  

 

How will you mail my order?

For customers in Australia, we use Australia Post Express Service with signature on delivery. All international orders are sent via fully trackable DHL Express parcels with signature on delivery. All items are sent fully insured and in discrete packaging for safety and peace of mind. Please visit our Postage Times & How We Mail Your Items guide for more information.

 

Is my order insured in transit?

Yes, we send all orders fully insured. Rest assured that in the unlikely event that your order is lost in transit, you will be covered. All orders are sent with signature on delivery for insurance purposes. Once your piece is signed for and hence delivered, parcel insurance no longer applies since your piece is no longer considered in transit. 

 

Am i required to pay import duties/taxes for my order?

Yes, all import duties/taxes/VAT are the full responsibility of the recipient. While not all countries have applicable import duties, some countries (USA and UK) do. Please check with your country’s taxation office about additional import fees. Import charges are not charged or collected by us - they are a government fee charged upon importing goods into your country. We have no control over import duties. 

 

My order is a surprise for someone - can you use discrete packaging?

Of course! All orders are sent in fully discrete packaging and with our company name hidden. There is no mention of jewellery on our external packaging. However, our return address will be visible on the external packaging as per mailing requirements (but our company name is hidden). 

 

 

Materials & Stones FAQ's

Are your diamonds ethically sourced?

Yes, we 100% guarantee that all of our natural diamonds are ethically sourced and hence are conflict free and abide by the Kimberley Process. All of our lab diamonds are also ethically and sustainably sourced. 

 

Are your pieces sustainably made? 

Yes, rest assured that all of our gemstones, diamonds and gold are ethically sourced and all of our pieces are sustainably made. 

 

Are any of your pieces gold plated?

No, we do not work with gold plated jewellery. All of our jewellery is made with solid gold or silver metals.

 

Are your gemstones natural?

Yes – all of our gemstones and diamonds are natural stones unless stated otherwise. Please note that we do also work with lab grown diamonds - All lab diamond pieces will be clearly stated in our product descriptions. If you have any doubts about a piece you are interested in, please reach out to our team and ask - we are always happy to clarify. 

 

Are all your diamonds certified?

All natural diamonds above 0.50cts will have an official GIA certificate included. All lab grown diamonds above 0.50cts will have an official IGI certificate included. Any diamonds smaller than 0.50cts will not come with a diamond grading certificate unless requested. 

 

I received my jewellery and it has "750" or "18k" engraved on the gold - what does this mean?

“750” is the numerical symbol for 18k gold. 18k gold means that the metal alloy is made up of 75% pure gold and 25% alloy metals. All our pieces will have a clear stamp on the inside of the band stating the type of gold or silver. Please visit our Different Types Of Gold blog for a more detailed description on gold variants. 

 

 

Design alterations/customisations FAQ's

Do you accept custom orders?

Yes we do! To begin your custom order process please Contact Us

 

Do you work with client stones?

Yes we sure do. However all stones must undergo a quality check (performed by our team) to ensure they are suitable to be re-set into a new piece of jewellery. 

 

Do you offer custom gemstone cutting and sourcing?

Yes we do! This is something we proudly specialise in here at Raelyn Rose Jewellery. If you are wanting a particular colour or custom cut sapphire or gemstone, this is something we can definitely offer. We work closely with gem cutters all around Australia and even internationally meaning we can request special cuts, colours and sizes in the gemstone of your choice. We can even custom cut lab diamonds as well. You can reach out and Chat To Our Team about this for more details. 

 

I like the design of a particular piece on your website but i want to add/remove the side stones and/or change the size of the central stone, or change the thickness of the band - can this be arranged?

Yes this sure is possible and is actually quite a common request! We love working on custom designs and are happy to modify one of our stock pieces to make it a perfect fit for you. We also offer full custom projects which involve creating a new design for you from scratch. Please Contact Us with your preferences and we'd be happy to  discuss further. 

 

Can you make your pieces in platinum?

Absolutely. The platinum metal option can be selected in the Metal selection dropdown menu near the product description for most of our pieces. 

 

 

Location FAQ's

Where are you located?

We are located in Sydney, Australia.

 

Do you have a storefront/showroom?

Raelyn Rose Jewellery is an online operated store meaning we do not currently have a showroom available for visiting. However this is something we would love to offer in the future. We are happy to supply additional photos or videos of any pieces you are interested in to help you choose a piece that's perfect for you. We are only an Email Away!

 

What are your operating hours?

The perks of being an online jeweller means that our website is always open for you to visit and browse whenever you like. Email or live chat wth us at any time of the day or night and we will get back to you as soon as possible. 

 

What's the best way to contact you?

Via email or social media DM's. We prefer email since our socials get lots of daily spam so messages can easily be missed. 

 

 

For any additional questions not covered in our FAQ's, please Reach Out to our team. We would be happy to further explain any of the above mentioned points or answer any additional questions. Happy shopping!