FAQs

Questions? Let us help you! If you can’t find what you are looking for, contact us and we'll get back to you within 24 hours during the week and 48 hours over the weekend.

Values

Do you have a sustainability policy?

We strongly believe in working in a sustainable way to support local industry and talent, trading ethically and sustainably. Where possible, we use recycled metal and encourage our clients to utilise our bespoke service to rework their antique jewellery so we can upcycle their jewels. To reduce our carbon footprint we use as many Australian suppliers as possible. When outsourcing materials and processes, we work with other companies and gem merchants that share our values.

Are your diamonds and gemstones ethically sourced?

All of our diamonds are sourced from gem merchants who comply with the Kimberley Process ensuring these stones are conflict free. GIA certificates for diamonds and certificates of authenticity for coloured gems are available on request. Where possible, we work with small scale miners and family run mines in Australia, sourcing and travelling to meet and support them directly. This means we often know exactly who mined your gem and that we get great prices and excellent supply by going direct.

Where is your jewellery made?

All of our jewellery is preciously crafted in Melbourne by our small team of dedicated gold and silversmiths. We carefully hand make each piece and use the best materials, striving for quality and longevity in every design we proudly create.

Payment, shipping and returns

What payment methods do you accept?

We accept PayPal and Shopify payments via our website’s secure payment gateway which accepts Visa, Mastercard and AMEX. Direct bank transfers can also be made on request. For international payments, you can pay via our website using the methods listed above, or we can send you our bank details to arrange an international bank transfer. Note that you are responsible for any charges and conversion fees added by your bank. We do not accept Western Union money transfers.

Will I be charged any taxes?

Purchases made in Australia will incur 10% GST (goods and services tax) which is included in the final price. If you are travelling out of Australia, you can claim this tax back at the airport upon presentation of the goods and invoice. For more information, click here.

If your purchase is being shipped internationally, you are responsible for paying any additional local taxes and duties on arrival, as calculated by the country the parcel is shipped to. Contact the customs department in your own country to learn more.

Do you offer free shipping?

We offer free express shipping within Australia using Australia Post. Note additional insurance can be arranged for an extra fee, we recommend this for items over $1,000. Contact us for a quote.

How do you ship within Australia?

We use Australia Post's Express Post satchels and carefully wrap your jewellery in our beautiful packaging.

Do you ship internationally?

Yes, we ship to many international locations. For international orders under $1000 we ship using Registered Airmail and charge $25 AU. For international orders priced from $1000 - $5000 shipping is via FedEx at a cost of $100 AU. Anything over the value of $5000 we ship with FedEx and charge a $200 AU flat rate.

Can I add insurance to my shipping?

Yes, we recommend insurance be added to purchases over $1,000. We can arrange a quote for you, please contact us to enquire. It is usually a reasonable amount and will protect you for any loss or damage to your item. Please note that orders sent with insurance require a signature on delivery.

I need my order ASAP, can you arrange express shipping?

Most orders should arrive in major Australian cities within 1-2 days, provided we have the item in stock. We use Express Post by Australia Post but do let us know if you need your order urgently and we will see what we can do to expedite your delivery. For same day deliveries in Melbourne, contact us before 11am and if possible, we can arrange a courier to deliver your item that day. This does not fall under our free shipping policy but we are happy to arrange a quote for you before shipping.

How can I track my order?

We will advise you when your order has shipped and send a tracking number to use on the Australia Post website. Note this code will not be active until after the item is shipped, usually after 5pm the day we issue it to you. Contact us if you are having trouble using your code.

Do you offer gift wrapping?

All purchases are complimentary gift wrapped in our beautiful signature custom jewellery boxes and ribbon. Let us know if you would like to include a personalised note or card for the recipient.

What is your return policy?

Note there are no returns or exchange on special orders or bespoke. Returns of stock items may be arranged only if there is a manufacturing fault which has caused the piece to break or be damaged in some way. Please send your piece in to be assessed by our workshop team. If this is the assessed as the reason for return we will refund your postage. See our policy below on exchanges which covers change of mind and other reasons to send the piece back to us. Note small variations in craftsmanship or natural inclusions in gemstones and diamonds are unique to each item and not considered a manufacturing fault. Contact us if you have a question about returns.

Can I exchange my purchase or gift?

We offer an exchange within 2 weeks of purchase, provided the goods are returned to us in original condition. Exchange covers change of mind and wrong size. Please ensure the piece has not been worn and is in the original packaging otherwise we are not able to exchange your item. If you do not have the tax invoice as proof of purchase, you can quote the name of the person who bought the piece and we can search for it in our system. You may exchange for a stock item or we can resize the existing item so it fits you. If you can't decide on something you like, then a credit note will be issued for use within 3 months.

You may hand deliver or post your item back to us for exchange. If posting, please make sure the item is securely packaged within its box and include your contact details. Note that you are responsible for any postal charges, please return your exchange to:

Melanie Katsalidis Jewellery
c/o Pieces of Eight Gallery
28 Russell Place
Melbourne 3000

How can I use a promotional code?

You can use a promotional code during the checkout phase of your purchase. Enter the code and click 'apply' to activate, your total owing will automatically be amended. If you have any problems using a code, just contact us with your name and quote the code.

I live in Melbourne, can I pick up my order?

Yes, we’re happy for you to arrange to collect your order from:

Pieces of Eight Galley,
28 Russell Place, Melbourne 3000.

Simply contact us when placing your order and we will make the arrangements.

Bespoke

What is bespoke?

Our bespoke commission service allows us the pleasure of working directly with you to either customise an existing design or create a new one based on your needs and ideas. Our team will guide you through what is possible. We have many years of experience creating bespoke designs and look forward to working with you to create something new and unique.

Can I use my own stone?

We are open to working with heirloom and sentimental stones. Our process is to first check the stones with a gemmologist to identify what they and their quality before commencing. If they are set in a piece of jewellery, we will need your permission to remove them from the setting. Once this is done we can clean, weigh and measure the stones so we can assess their suitability. We strongly discourage our clients from sourcing their own stones online or when travelling unless they have good gemmological knowledge. Be aware that unfortunately there are many disreputable dealers selling low grade, treated and synthetic gemstones. We've spent years developing good relationships with ethical dealers and can source on your behalf as part of the bespoke service. In fact, it's one of our favorite things to do!

Can I provide the metal?

It depends on the design but usually we prefer to source the metal as we then have full confidence in how this metal will behave. At times there is a risk we will run into problems with your metal as alloys from different periods in time and countries may have variations. We will assess this case by case.

Can you work with clients remotely?

We understand not all of our clients can come in to Melbourne to meet with us so we're very happy to work with you remotely. This would typically involve an exchange of phone calls, emails, images and sketches and potentially Skyping or using FaceTime if necessary. Payment can be made via bank transfer or over the phone and we can ship your giftwrapped bespoke order to you.

How long does it take?

The bespoke process varies from client to client. The design phase is the most variable and depends on your needs but usually 1-2 consultations will result in a final design, upon which 50% deposit is needed to commence your order. The creation process typically takes 3-4 weeks but we will confirm this with you depending on the complexity of the design. Please let us know any deadlines or timeframes you’d like us to work with.

How do I work out the best ring size to order?

If the piece is for you, contact us so we can size you professionally. If you live interstate or overseas, visit your local jeweller to be sized. Ensure you are measured for the finger you wish to wear the ring on and note your left and right hands will measure differently for the same finger. Alternatively we can send you a ring sizing kit to help you establish the best size. If the ring is a surprise gift, see if you can borrow a ring that the person wears, noting what finger they wear it on and if it's a good fit for them. We will do our best to estimate their size, even if the ring you are ordering is to be worn on a different finger to that of the ring you provide for sizing. If the final ring is found to be slightly too big or small for the recipient, fear not, we will resize it to ensure a good fit.

Do you provide engraving and customisation?

Many of our clients like to consider having a special engraving added to their piece. This might be a significant date or initials, usually something to commemorate a birthday or anniversary. We can advise what is possible. If you have a font you'd like us to use, please provide a copy of the proposed engraving in that font. We will quote the cost of engraving on inquiry, typically this is a small additional fee. Our engraving is done by hand, allow 7 working days for this service.

Insurance and warranties

Can you organise an insurance valuation/appraisal for my purchase?

Absolutely, this is something you might like to consider for purchases over $3,000. We use an independent valuer who will create an insurance appraisal certificate for your piece, stating the materials and details with a photo and valuation estimate. This is useful if you lose the piece and need to make a claim on your insurance policy. The fee for this service is $110.

Do you offer any warranties?

We are happy to repair and maintain any items of jewellery you have purchased from us. If, with regular wear, you have any issue with an item within 6 months of purchase, we will repair the item, or replace it if we deem that a better solution. However, any excessive wear and tear or damage due to an accident or extreme force will incur a repair fee. Be careful to always remove your jewellery when doing anything strenuous, when swimming or showering and avoid contact with harsh chemicals or abrasive compounds and surfaces. Please visit our Gem School for full care instructions of the various gems and metals used in our pieces.

Can you arrange a gemmological certificate for the gemstone/diamond in my piece?

If you would like a gemmological certificate for your gemstone or diamond, please ask. For bespoke orders be sure to let us know at the start of the process. Typically all of our white diamonds over 0.50ct are accompanied by GIA certificates.

Care, repair and resizes

How can I best care for my jewellery?

Your jewellery does require care when being worn and stored to ensure its longevity. Always remove your jewels when doing anything strenuous, when swimming or showering, and avoid contact with harsh chemicals or abrasive compounds and surfaces. Store your jewellery separate from other items; it is best kept in its box to avoid scratching and oxidisation. Please visit our Gem School for full care instructions of the gems and metals used in our pieces. Should your piece need a professional clean, please contact us to make arrangements, we're happy to help.

Can I bring my Melanie Katsalidis jewellery in to be professionally checked and cleaned?

Yes, we recommend you contact us should your piece need to be professionally cleaned or checked. This is best done annually for rings set with stones that are worn regularly, such as engagement and wedding rings. Please let us know ahead of your arrival so we can anticipate getting this done for you as quickly as possible. Email or call us at least the day ahead and if need be, we can usually offer a one day service; we’ll do our best to accommodate you. Usually this is a complimentary annual service.

My piece has broken, how do I arrange for a repair?

Accidents happen. Please email or call us so we can arrange to assess your broken/damaged piece of jewellery for repair. We will fix it in our Melbourne workshop and let you know the cost and turnaround time before commencing.

Not based locally? You are welcome to send the piece back to us so we can assess what needs to be done. Note that you are responsible for any postal charges, please ship or hand deliver your returns to:

Melanie Katsalidis Jewellery
c/o Pieces of Eight Gallery
28 Russell Place, Melbourne 3000

I have lost one earring, can a replacement be made?

This is always frustrating but fear not, we can help! Please email or call us and if it is deemed possible, we'll need your remaining earring to ensure a match. We'll quote you on the replacement before commencing, typically this is half the price of the original pair.

I have lost a gemstone/diamond from my jewellery, can it be repaired?

Sorry to hear! Sometimes this happens but fear not, we can arrange a replacement and will need to assess the piece for repair in our Melbourne workshop. Please email or call us and we can advise further. Depending on our assessment of the circumstances, there may be a fee to replace missing stones.

Can you refresh the oxidised or gold plated finish on my jewellery?

Yes, we can arrange this in our Melbourne workshop, just contact us and we will guide you through the process. Note a small fee usually applies, ask us for a quote.

Where can I buy professional cleaning products for my jewellery?

We can help you with this, whether it's a polishing cloth to keep your items looking their best or a dipping solution for matte finishes, just email or call and we will assist you to purchase these items.