our promise to you
Every piece from The Jewel Concierge is crafted with care and intention. We pair ethically created lab grown diamonds with precious metals of the highest quality, and we stand behind the workmanship of each design.
Your jewellery is made to last a lifetime. Our warranty, servicing program and care policies are designed to support that promise long after your purchase.
Lifetime Warranty Guarantee
We proudly guarantee the structural craftsmanship and long‑term performance of our jewellery. Our Lifetime Warranty Guarantee covers the following:
Craftsmanship Issues
- Loose stones caused by manufacturing faults
- Prong or claw issues linked to workmanship
- Solder or joint failures
- Metal defects present at the time of receiving your piece
Lab-Grown Diamond Performance
We guarantee the long-term optical stability of our certified lab grown diamonds. Their colour, clarity, fire, lustre and brilliance will remain consistent under normal wear.
If we identify any issue that falls within the scope of craftsmanship faults, The Jewel Concierge will repair or rectify the piece at no cost to you.
What Is Not Covered
Our warranty does not apply to damage or conditions unrelated to craftsmanship or optical stability. This includes:
- Loss or theft
- Chips, cracks or damage to stones caused by accidental impact
- General wear and tear, including surface scratches or thinning of metal over time
- Bent or misshapen settings resulting from improper care
- Damage from chemical exposure or cosmetics
- Work carried out by any third‑party jeweller without our written approval
- Warranty claims made by anyone other than the original purchaser
Complimentary Annual Servicing
We offer an annual complimentary professional service for your piece. This includes:
- Structural inspection of your piece
- Prong and claw checks, including retightening if required
- Professional clean and polish
Any issue identified as a craftsmanship fault will be repaired at no cost. Routine maintenance such as rhodium plating is available for an additional fee.
ring resizing
A complimentary resize is included for all engagement and wedding rings within six months of receiving your piece, up or down to a maximum of two sizes.
Additional resizing will incur a fee starting at $90. Customers are responsible to cover shipping costs to and from our workshop.
Engraving
We offer complimentary engraving for all our engagement and wedding rings. This is offered only during the crafting process of your piece.
Once production has commenced, engraving can still be arranged, however a fee applies beginning at $50, depending on character count and the nature of the engraving.
returns & exchanges
Made-to-Order Jewellery
All made‑to‑order pieces are final sale. This includes:
- Engagement rings
- Wedding rings
- Fine jewellery
- Loose stones
- Sale items
These pieces are created specifically for you and are not eligible for change-of-mind returns or exchanges.
Ready to Wear Jewellery
Ready to Wear pieces labelled as “in stock and available within 2 weeks” may be exchanged within 30 days.
To be eligible, items must be:
- Unworn
- In new condition
- Returned with all packaging and inclusions
Refunds are not available on Ready to Wear pieces. All exchanges are subject to inspection and approval.
Order Cancellations
Orders may be cancelled within five days of purchase. If you wish to cancel your order, please note that a 20% cancellation will apply. Cancellations are not permitted once production has begun or after the five-day window has passed.
The Jewel Concierge reserves the right to decline an exchange or refund where:
- There is evidence of wear or use
- The issue is unrelated to quality and can be reasonably remedied
- The piece shows signs of misuse or tampering
- The ring has been resized according to your supplied specifications
- An incorrect finger size was provided by the customer
Exceptions
All sale items are final and cannot be cancelled, exchanged or refunded.
rhodium plating
White gold is plated with rhodium to achieve its bright, luminous finish. With regular wear, this surface layer naturally softens and the warmer tone of the underlying gold will begin to show.
Rhodium reapplication is considered routine upkeep and is available as a professional service for $90.
How frequently replating is needed varies based on daily wear, exposure to cosmetics or chemicals and personal skin chemistry. We recommend reapplying rhodium whenever you notice the colour shifting to maintain the crisp, bright appearance of your white gold jewellery.
shipping
We offer complimentary insured express shipping on all orders. Once your piece is complete, you will receive a shipping confirmation email containing tracking details.
duties & taxes
International orders may be subject to import duties, VAT or GST equivalents, customs processing fees or other regulatory charges determined by the destination country. These costs are not included in the purchase price and must be paid directly by the customer to the relevant authority for the parcel to be released.
Customs officials may inspect or hold shipments at their discretion. Any delays or additional fees arising from these processes fall outside the control of The Jewel Concierge.
If required charges are not paid or requested documentation is not supplied, the parcel may be returned or processed in accordance with the regulations of the receiving country. If a parcel is returned to us, all shipping costs, carrier charges and any fees billed back to The Jewel Concierge will be deducted from any eligible exchange value. Refunds are not available under these circumstances.
Customers are responsible for understanding their local import obligations before placing an order.
we are here to help
If you need assistance with a warranty claim, servicing request, sizing guidance or an exchange enquiry, our concierge team is ready to support you.
Simply reach out to us at hello@thejewelconcierge.com.au.
