FAQ

 

Frequently Asked Questions

Q: Why is my white gold ring turning yellow?

Over time, the rhodium plating on white gold will naturally wear, gently revealing the warmer, champagne hue of the gold beneath. This is not a flaw but a natural characteristic of the metal. To restore its luminous, silvery brilliance, your ring can be re-plated with rhodium by a skilled jeweller. The rate of wear depends on daily use, body chemistry, and exposure to elements such as chlorine. The thickness of the original plating will also influence how quickly this occurs.

Q: How often should my ring be rhodium plated?

The frequency depends on how often and how actively the piece is worn. Engagement and wedding rings—worn daily—generally benefit from re-plating every 6 to 12 months. Pieces worn occasionally, such as cocktail rings, earrings, or necklaces, will require it less often.

Q: My retailer promised a valuation but I haven’t received it. Are they obliged to provide one?

While it is not a legal requirement to provide a valuation for a newly purchased piece, if it was promised as part of your purchase, ensure this agreement is in writing to protect your entitlement.

Q: My diamond chipped or cracked, but I never struck it. How is that possible?

Diamonds are the hardest known natural substance, but they are not impervious to damage. A sharp impact—sometimes so slight it goes unnoticed—can chip the stone, especially along delicate edges like the girdle. Stones with exposed settings or natural inclusions are more vulnerable, and on rare occasions, internal features can cause fractures without an obvious knock.

Q: A stone fell out of my ring after a year, but the retailer says it’s out of warranty. What are my options?

Jewellery does not carry a universal “warranty.” Instead, Australian Consumer Law covers manufacturing faults. The first step is determining whether the loss was due to a defect or natural wear. If it’s a manufacturing fault, your rights depend on whether the issue is deemed minor or major.

Q: What is considered reasonable wear and tear?

It depends on the piece and how it is worn. For rings, gentle abrasions, light scratches, and tiny dents are normal within one to five years of regular use. Annual inspections, cleaning, and stone checks will help preserve their beauty and integrity.

Q: What is the most secure setting for an engagement ring?

Ask yourself two questions: Will I wear it daily? and What do I do while wearing it? For active lifestyles, a low-profile setting with fewer raised elements offers greater protection. More and thicker claws can also enhance stone security.

Q: My engagement ring loses stones easily. Should I still wear it every day?

If a ring is not designed for daily wear, constant use can accelerate wear and stone loss. Before purchase, discuss your lifestyle with your jeweller to ensure you choose a design that will stand the test of time.

Q: Should I receive a receipt when leaving my jewellery with a jeweller?

Absolutely. Always request a detailed take-in slip describing your piece and noting any existing marks or wear. This safeguards both you and the jeweller.

Q: I had a ring custom-made, but it doesn’t match the design we agreed on. What should I do?

First, decide whether your concern is with the design itself or the quality of workmanship. Communicate your expectations clearly and allow the jeweller the opportunity to correct the piece.

Q: The jeweller has closed, and they still have my jewellery. How can I retrieve it?

Contact your local Fair Trading or Consumer Affairs authority for guidance on recovering your property.

Q: My remade jewellery weighs less than the original. Why?

Some loss is natural when metal is melted, shaped, and polished. Always request a written statement of the leftover metal weight from your jeweller.

Q: Can coloured gemstone rings be resized?

Most can, but delicate stones such as pearls, amber, and opals cannot withstand the heat or pressure. Emeralds require particular care. Always consult an experienced jeweller before proceeding.

Q: Can multi-stone rings be resized?

Yes, depending on the design. After resizing, a thorough inspection will ensure all stones remain secure.

Q: Can pavé-set or invisible-set rings be resized?

Both can often be resized, but only by a master jeweller. These settings require meticulous care to ensure every stone remains perfectly set afterwards.

Q: I purchased a gift that my partner doesn’t like, and the retailer won’t refund it. What can I do?

Under Australian Consumer Law, refunds are only required for items with major faults—such as defects, safety risks, or misrepresentation—not for change of mind.

Q: Can a jeweller refuse a refund or exchange on earrings for “health reasons”?

Health regulations do not permit blanket “no refund or exchange” policies. However, under consumer law, a return is only guaranteed if the item has a major fault.

Q: How can I check if my diamond certificate is genuine?

Many leading grading laboratories allow you to verify a certificate online or by phone using the certificate number and carat weight. Your jeweller can also confirm its authenticity.

Q: My jewellery has light scratches. Is that normal?

Yes. Even the finest metals are naturally soft and will develop marks over time. Annual polishing and inspection will keep your piece pristine and your stones secure.

Q: My older jewellery has lasted for years, but a newer piece was damaged within months. Why?

Every piece is unique—differing in metal alloys, design, and setting. Durability varies and should be assessed individually.

Q: How do I confirm that my diamond matches its certificate?

Look for a laser inscription on the diamond’s girdle—visible under 10x magnification—that corresponds with the certificate. A registered gemmologist can also verify this by comparing inclusions to the plotted diagram.

Q: My ring was resized, and the carat stamp is gone. What should I do?

If resizing removed the stamp, a professional jeweller should reapply it. If not offered, request an explanation in writing.