Frequently Asked Questions
+ WHAT'S THE SHIPPING RATE?
Australia Domestic Customers (insurance, tracking and signature and on delivery)
Free (for current period)
International Customers (insurance, tracking and signature on delivery)
Free - for orders over $1000
$30 - for orders under $1000
FedEx for both domestic and international customers (tracking, insurance and signature on delivery)
Free - for orders over $5000
$150 - for orders under $5000
+ What IS THE LOVELLE JEWELLERY WARRANTY?
Refer to our warranty policy here
+ What gold do you use for your jewellery?
We use SOLID gold for all our gold jewellery items. This is NOT vermeil, gold plating or gold-filled. We use only the highest quality 18K white, rose and yellow gold for most of our products. Some special items will be created using PT900 and PT950 (platinum), 14K and 9K and will be described as such.
For our Sterling Silver collections, we use 925 Sterling Silver. This is an internationally recognised alloy of silver and is used by many brands such as Tiffany & Co. and Pandora.
+ Do you offer layby?
We offer layby for a period of 6 MONTHS for any value of purchase.
The terms of layby as as follows:
A non-refundable deposit of $50 is required for all items. This deposit is included in the value of the item.
If the item has not been paid off by the 6 month period you forfeit all payments and the item will be sold as new
You may request an extension on your layby ONCE for an additional 3 months.
Please email lovelleqvb@gmail.com to enquire about proceeding with a layby purchase.
+ I WANT TO CREATE CUSTOM JEWELLERY OTHER THAN RINGS, WHERE DO I BEGIN?
If you are in Sydney, drop by to our QVB store to receive tailored advice on what to create. If you have any loose stones, jewellery you'd like to alter, or designs you've seen online bring them along! We offer repair and appraisal services along with comprehensive design consultations.
Otherwise, make a booking for an e-appointment HERE. Our friendly staff will be able to continue correspondence about your unique design through email.
+ I DON'T KNOW MY RING SIZE.
Refer to the sizing chart HERE
Alternatively, we recommend you go to your local jeweller to get your finger sized.
+ CAN I MAKE A RUSH ORDER?
Custom designs require on average 4-6 weeks of production from the date the order is placed. If you have a specific timeline to meet, please kindly send us an email HERE at enquiries@lovellejewellery.com.au and we can discuss the next steps for a rush order. In special circumstances, we may be able to meet a timeframe within 2 weeks.
+ CAN I BRING MY OWN STONE?
We are delighted to work with any of your own stones, however, it must first be inspected to ensure it is suitable for the design.
We do not work with stones under 3mm.
We cannot repurpose or recycle your gold as our alloys are refined by trusted Australian casters and suppliers.
Your stone will not be covered under the Lovelle Jewellery warranty after completion.
We require all diamonds over 3mm to come with a laser enscripted serial on the girdle.
+ CAN I MAKE ALTERATIONS TO THE JEWELLERY ON YOUR WEBSITE?
Of course! Any pieces from the Lovelle Jewellery collection set in gold may be customised. Please contact our team as the customisation is available on a case-by-case basis depending on the extent of the requests. Generally with major customisations, we are happy to recreate the entire piece brand new for you.
+ WHAT IF THE RING DOESN'T FIT?
Don't worry! All ready-to-buy rings in our QVB store come with a first-time free resize. Custom orders and alterations will cost $180 to resize again for a returning customer. Shipping and redelivery are at the customer’s expense.
+ WHAT IS THE RETURN POLICY?
ALL JEWELLERY IS FINAL SALE AND CANNOT BE REFUNDED
CUSTOM MADE: Lovelle Jewellery does not issue refunds for custom made jewellery. If you are truly unhappy with your piece, we can offer you an exchange or store credit. There is a $150 restocking fee for this process.
READY-TO-BUY: Unless otherwise stated, unworn ready-to-buy & one of a kind jewellery may be exchanged free within 14 days of receiving the item(s). Shipping and redelivery postage are covered at the buyers’ expense.
If shipped within 14 - 28 days there is an additional restocking fee of $150. Outside of these specified time frames we will not accept exchanges.
Please note: this exchange policy does not apply to rings that have been resized.
Customers will be responsible for any shipping and redelivery fees. We recommend shipping return orders via a trusted and trackable service as Lovelle Jewellery is not responsible for any lost, damaged or stolen parcels.
Note: Items that are not received in their original condition (unworn, no scratches, original packaging) will not be accepted for exchange and will be returned to the customer. We reserve the right to reject an exchange if we find that it is not in new condition.