lifetime warranty
The Jewel Concierge utilises only the finest lab-grown diamonds and precious metals, paired with unrivalled craftsmanship to craft heirloom-quality jewellery that is designed to last a lifetime. To reflect our confidence, all our fine jewellery comes with a Limited Lifetime Warranty.
Our Lifetime Warranty covers our craftsmanship of the ring under normal wear, and the optical properties of our diamonds (IGI or GIA Certified). If you believe your piece falls under these policies, please contact us to arrange a jewellery assessment. Upon inspection, a piece found to show signs of negligent care, such as misshapen settings, will not be covered by our Limited Lifetime Warranty and may be repaired at a cost incurred by you.
what is covered under our lifetime warranty
- Craftsmanship faults, such as unstable settings or flawed metal finished. While this is unlikely, if any such issues were to arise with your piece, this would occur within the first few weeks of wear. Any faults due to craftsmanship will be repaired, or in some events replaced by The Jewel Concierge at no cost to you.
- The unlikely event of optical property changes (colour, clarity, fire, lustre and brilliance) of your lab diamond.
WHAT IS NOT COVERED UNDER OUR LIFETIME WARRANTY
- Damage from inappropriate wear or negligent care, such as misshapen settings, metal corrosion, cracked or chipped stones, metal discolouration, etc.
- Signs of reasonable wear and tear, such as scratches to the metal.
- loss of stones as a result of damage or wear and tear that was not immediately attended to once noticed.
- Taking your piece to a jeweller other than The Jewel Concierge for repairs or maintenance (unless otherwise discuss and permitted by our team in special circumstances).
- Loss or theft of your piece.
- The Warranty is non-transferrable and only applies to the original purchaser.
- You must retain your original purchase receipt.
SHIPPING
We offer complimentary insured express shipping on all orders. Upon completion of your piece, you will receive an email with details on how to track your delivery.
DUTIES & IMPORT TAXES
Import duties and taxes may apply for international shipments. Once your order arrives at your country, you will be liable for all duties, custom fees and taxes that may be incurred to release the parcel from customs. The Jewel Concierge will not issue a refund if you refuse to pay the relevant duties and fees upon arrival at your country of residence. If your order is returned to us as a result of unpaid duties and/or fees, redelivery costs of the package must be paid by you as the customer.
RETURNS & EXCHANGES
We do not accept 'change of mind' refunds, credits or exchanges on any piece from our Signature Range or bespoke, Made to Order pieces (including but not limited to engagement rings, wedding rings, fine jewellery, loose diamonds and sale items).
We offer a 30 day exchange for all Ready To Wear pieces. This is only valid if the piece is unworn and in new condition, as it was at the time of purchase.
The terms of Australian Consumer Law guarantee still applies where relevant.
If you wish to cancel your order after purchasing, you may do so within 5 days of placing your order, and a cancellation fee of 20% of your order's value will apply. Strictly no order cancellations beyond this point will be permitted.
The Jewel Concierge reserves the right to refuse a refund or exchange to a customer if:
- There is evidence of use and/or wear of the piece.
- The ring has been resized to your specifications.
- An incorrect finger size is supplied by the customer
- The reason is not related to quality issues.
- The quality issue can be easily rectified by our jewellers.
- There is evidence to suggest misuse or intentional tampering with the product by the customer.
Exceptions / non-refundable items
All sale items are final and are not eligible for returns or exchanges.
RING RESIZING
We want to ensure your ring fits perfectly. If you received your ring and it is not the correct size, we offer one complimentary resize within the first 6 months of receiving your ring, up or down to a maximum of 2 sizes. After the initial complimentary resize window, any additional resizing will incur a fee, starting at $70 AUD.
Specific Resizing Limitations
- Pave Band Rings - Can be resized up a total of 4 sizes and down a total of 2.5 sizes.
Men's Zirconium are not included in the complimentary resize service.
Customers are responsible for covering the shipping costs to The Jewel Concierge for complimentary resizing. Upon completion of the service, the customer will also be responsible for return shipping fees, which will be invoiced upon the arrival of the item at our workshop, at a flat rate of $20 AUD for domestic shipments within Australia and $50 AUD for international shipments.
To initiate a resize or for any further information regarding the process, please contact us at hello@thejewelconcierge.com.au.
Complimentary Service
We offer complimentary lifetime servicing for all our engagement rings, wedding rings and fine jewellery pieces. This includes a thorough inspection, professional clean & polish, as well as prong tightening (if required). Customers are responsible to cover all shipping costs to and from our workshop.
Engraving
We offer Complimentary engraving for all our engemanet and wedding rings. This complimentary service is only offered while your ring is being crafted. If you wish to have your ring engraved by us at a later date, a cost will incur. This starts at $50 AUD and is dependant on the number of characters are engraved. If you wish to change your engraving after it has been completed, a $100 AUD fee will apply to cover the costs of removing the existing engraving and re-engraving.
RHODIUM PLATING
White gold jewellery is rhodium plated to enhance its bright white apperance. Over time, this plating naturally wears off, revelaing the slightly warmer, nautral tone of the gold beneath. To maintain its original lustre and brilliance, periodic reapplication of rhodium plating is necessary.
We offer a professional rhodium plating service for $100 AUD. Please note that rhodium plating is a maintenance service and is not a permanent treatment. The longevity of the plating depends on factors such as wear frequency, exposure to chemicals, and individual body chemistry. We recommend re-plating as needed to keep your white gold jewellery shiny and optimally-looking.
