Jewellery FAQ & Choosing Us | Jewels of the Kimberley
 
 
 

FAQ

Shopping Online

WHY SHOULD I CHOOSE JEWELS OF THE KIMBERLEY OVER A LOCAL JEWELLER?

Jewels of the Kimberley is not just another online store – it is an entire shopping experience. We work hard to bring you the most beautiful products along with exceptional customer service, so you feel like you are right here in store with us!
Whether you’re shopping with us online or in our Broome showroom, we also offer a 21 day full refund policy, making it easy to return or exchange items.

HOW DO I PLACE AN ORDER ON JEWELSOFTHEKIMBERLEY.COM.AU?

Shopping online with us is easy, and you can order any time of the day or night. Simply add the products you wish to purchase to your shopping cart, then complete your details and check out using our secure payment system. Our website uses the Eway Payment Gateway with a 128 Bit SSL Certificate, so you can be confident your details are safe. Once your order is confirmed, your exquisite jewellery will be on its way to you.
If you prefer, you can alternatively give us a call on 08 9192 8207 and we’ll happily take you through your purchase.

HELP! MY RING DOESN’T FIT!

We offer a complimentary resize within 90 days of your order. Simply bring it in store, or contact us about sending it via mail. Our ring sizing chart is a useful tool to help determine your perfect size.
If ordering for a loved one, we’d never want to ruin a surprise by trying to figure out a loved one’s finger size. Just send us a photo of your loved one and we will determine their size for you. Our jewellers are so confident they will get it right that they will resize it free again if they got it wrong.

WHAT IF MY CHAIN ISN’T THE RIGHT LENGTH?

Because we create all of our pieces ourselves, we can easily shorten your chain to a specific length, or exchange it for a longer or shorter one within 21 days of your purchase. Please note if exchanging for a longer or different style of chain, there can sometimes be a difference in price to make up. Contact us to find out more.

DO YOU REQUIRE CREDIT CARD SURCHARGES?

Purchases made with an Amex credit card will incur a 3% surcharge. Other credit cards do not incur a surcharge at this time.

I’VE FOUND SOMETHING I LOVE. CAN I PLACE IT ON LAYBY?

We offer layby on all our items – even the ones on sale! Make your first payment of 25% and have 3 months to pay off the rest. Be sure you will never miss out on that piece you love! Simply select the layby option when checking out.

Shipping

DO YOU CHARGE FOR FREIGHT?

We never charge within Australia. Our hassle free shopping experience allows for free freight regardless of how much you spend, or where you are located in the country.
We can also deliver to you if you are a customer outside of Australia. Contact us for international freight rates to your country and we’ll get your item on its way to you. As is usually the case, you will be responsible for any input duty or sales tax within your own country.

WHEN WILL I RECEIVE MY ORDER?

We send all our parcels throughout Australia using an Express Courier Service. You can expect to receive your order within 1 – 5 business days depending on how far away from the metro area you live. Generally metro delivery only takes 1 – 2 days, while it can take longer in regional or remote areas.
International shipping varies depending on your location, but we will inform you of expected delivery times whenever we can.

CAN I TRACK MY ORDER?

We use tracking on all Australian shipping as we know how important our customers’ purchases are. Once your order is dispatched you will receive an email containing your personal tracking number and direct link to the tracking website.
Alternatively you can simply contact us and we will happily track your order for you.

CAN I ORDER ONLINE, THEN PICK MY JEWELLERY UP IN STORE?

Now you can shop from the comfort of your own lounge then collect your order from our Broome studio within two hours of making your purchase. Simply select the ‘click and collect’ option during checkout, or give us a call. We also offer a ‘meet me at the airport’ option if you need a last minute gift when flying out.

HELP! I’M TAKING A FLIGHT SOON BUT I NEED A GIFT!

We understand the fly in fly out worker and can meet you at the airport on your way home with your purchase to make that special surprise as soon as you step off the plane. Simply place your purchase online, choose the ‘meet me at the airport’ option and enter your flight details in the notes section and one of our smiling customer care providers will be there to meet you at check in.

Returns & Exchanges

CAN I CHANGE MY MIND ABOUT A PURCHASE?

Absolutely. We offer a 21 day return and refund policy so if your purchase doesn’t feel completely perfect, you can either exchange it for something that is, or return it for a full refund. Please note special orders are final sales and cannot be returned. You can read more about returns here.

MY ITEM HAS ARRIVED IN A LESS-THAN-PERFECT CONDITION, OR NOT AT ALL. WHAT NOW?

It’s extremely rare that this will be an issue, however if it does happen we will take responsibility for it. If your item hasn’t arrived in the expected time frame or has arrived damaged, simply contact us.

Jewellery care

MY PEARL STRAND HAS BROKEN. HOW DO I GET IT FIXED?

Pearls are strung on pure silk and over time this silk can weaken and break. At Jewels of the Kimberley we offer a lifetime free re-stringing service on all South Sea Pearl strands purchased with us. We will also happily restring any of your strands that weren’t purchased with us. See our repairs and services guide for more information on restringing.

WHAT EXACTLY IS WHITE GOLD?

White gold naturally still has a pure gold content (which is yellow) and is alloyed with white metals to create white gold. Some commercial-grade white golds appear more brown or even yellow. At Jewels of the Kimberley we use platinum and palladium to alloy our white gold for a beautiful light grey colour that complements diamonds and is harder and more durable than commercial white golds.

IS WHITE GOLD PLATED?

Yes. All white gold is plated with a white metal called rhodium. The appearance of rhodium is like that of platinum and it leaves your white gold bright and white, accentuating both the size and sparkle of your diamond.

HOW OFTEN WILL I NEED TO GET MY RING RE-PLATED?

As an average, rhodium plating lasts between 8 and 12 months before showing signs of wearing away (signified by slight grey shading). The anniversary of your engagement, wedding or birthday is a great time to get your white gold pieces checked and rhodium plated to keep them looking beautiful. We offer the first rhodium plating free on any white gold item purchased from us.

CAN YOU CLEAN MY JEWELLERY?

Absolutely. In fact we offer free lifetime cleaning and checks on all of our items.

SHOULD I GET MY RING MADE IN PLATINUM OR WHITE GOLD?

This is a great question and one of the most frequently asked when creating engagement and wedding rings. 18 carat white gold is a very hard metal due to its alloys comprising of platinum and palladium and it looks stunning, but it does require rhodium plating on average once per year.
Platinum, on the other hand, is our most popular metal for engagement rings and wedding rings. Platinum will never fade or change colour and lasts forever, making it the ultimate symbol of eternal love.
White gold is certainly a more affordable choice, however over a lifetime of regular rhodium plating sessions, platinum really pays for itself. If you are making a dress ring rather than an engagement ring or wedding ring then white gold is more likely to be recommended.

We’d be happy to discuss your design personally, so please contact us to discuss your needs.

Gifts & Gift Vouchers

CAN I CHOOSE TO HAVE MY ORDER GIFT WRAPPED?

We believe that even when you are buying something for yourself, it’s still very special. That’s why every order from Jewels of the Kimberley receives complimentary gift wrapping. Your item will arrive packed in a box with our special ‘Broome’ potpourri to keep it safe.

CAN I INCLUDE A PERSONAL MESSAGE FOR A GIFT?

Certainly! We have beautiful gift cards which we can write your message in, hand written for a personal touch. Simply type in your message during the checkout process and we’ll do the rest.
I’m purchasing a gift to surprise someone with. How do I find the perfect item at the right size?
It can be difficult to find the right jewellery style and size for a gift, but we make it easy. Just send us a photo of your loved one and we will determine their size for you. In fact, our jewellers are so confident they will get it right that they will resize it free again if they got it wrong.

We offer free shortening of our chains, and a 21 day exchange and return period on standard, unadjusted purchases so your loved one will be sure to cherish their gift.

CAN I GIVE A GIFT VOUCHER TO LET THEM CHOOSE THEIR OWN?

We offer gift vouchers with a range of values, which can be redeemed in our online showroom or at our Broome studio. They arrive in a beautiful card with a personal message from you, gift wrapped in a box and nestled in our gorgeous ‘Broome’ potpourri. These make a perfect gift to mail, or for someone who may be visiting Broome soon and wants a beautiful memento of their experience.

Warranties

WHAT IS YOUR WARRANTY ON JEWELLERY ITEMS?

We are so confident that our jewellery is of the finest quality and workmanship, we offer a lifetime manufacture warranty on all our products. This warranty covers any manufacturing faults and defects. Understandably, this does not cover normal wear and tear of your jewellery. View more information on our warranties here.

WHAT IF A PRODUCT IS FAULTY?

We take great pride in our manufacturing process so we certainly hope that you never receive a faulty product from us. However if, on occasion, this does occur please contact us and we’ll find a solution.

Valuations

HOW OFTEN SHOULD VALUATIONS BE UPDATED?

It is important to have your jewellery reassessed every two or three years to ensure the valuation is current. Prices can fluctuate and insurance companies may request up-to-date information. The revaluation also notes any wear and tear and ensures you are not paying excessive premiums if prices decrease.

WHY DO I NEED TO HAVE MY JEWELLERY VALUED?

A professional valuation is an important safeguard if your jewellery is lost, stolen or damaged for many reasons. It provides proof of ownership in the happy event that the jewellery is recovered. Insurance companies are unlikely to provide full compensation for an expensive piece of jewellery unless you can prove its true value. A valuation also gives you a comprehensive description of the item, which is invaluable if you decide to have the piece remade.

SHOULD I HAVE MY JEWELLERY PHOTOGRAPHED?

Photographing your jewellery is a further safeguard in the event of loss or damage. It is particularly useful for police trying to match recovered property.

Promotions

DO YOU EVER OFFER DISCOUNTS?

Yes, we offer exclusive sales to our valued customers via our newsletter. You can subscribe to the newsletter to gain access to these special deals.

Gemstones

WHAT IS A SOUTH SEA PEARL?

A South Sea pearl is a saltwater pearl grown in the oceans of the Southern Hemisphere, within the largest oyster of the Pinctada family, Pinctada Maxima. The most common farming areas for South Sea pearls are located near Broome, Indonesia and the Philippines. South Sea pearls are known around the world for their impressive size and highly desirable lustre. More information

WHAT IS A BROOME PEARL?

A Broome pearl is a saltwater pearl grown in the waters of the Indian Ocean near Western Australia’s Kimberley region. They are South Sea pearls grown within the Pinctada Maxima oyster, and are considered by many to be the finest and most valuable pearls in the world. More information

WHAT IS A SALTWATER PEARL?

A saltwater pearl is a cultured pearl grown inside the body of the large Pinctada genus of oyster and can include Akoya, Tahitian and South Sea pearls. Each of these is produced in a different species of Pinctada. More information

WHAT IS A FRESHWATER PEARL?

A freshwater pearl is cultured and farmed using freshwater mussels, which can produce up to 50 pearls at a time. Freshwater pearls are almost exclusively grown in China and are rarely symmetrical in appearance. More information

WHAT IS A BLACK PEARL?

“Black pearl” refers to a saltwater pearl grown in a slightly different species of oyster called Pinctada Margaritafera, most commonly off the coast of Tahiti and the French Polynesia. They are highly sought due to their deep shimmering colours. More information

WHAT IS A MABÉ PEARL?

A Mabé (pronounced mar-bay) pearl is also known as a half pearl or blister pearl. It is grown on the inside surface of the pearl shell and therefore only grows one side or half. They look beautiful set into pendants and other jewellery. More information

WHAT IS A KESHI PEARL?

A keshi pearl is a non-nucleated bi-product of the Pinctada oyster species. They grow into unusual and interesting shapes and only occur by chance. You may even be lucky and find a cultured and a keshi pearl in the same oyster! More information

ARE GOLD PEARLS A NATURAL COLOUR?

The gold pearls sold at Jewels of the Kimberley are all natural in colour and come with a certificate of authenticity when purchased. Some dyed gold pearls are available on the market, so be sure to ask when you are shopping elsewhere.

IS A COLOURED DIAMOND TREATED OR NATURAL?

A natural diamond can occur in every colour of the rainbow, including white and even black. Jewels of the Kimberley uses only naturally coloured diamonds in our jewellery range, with the exception of black diamonds. A natural black diamond’s dark colour is the result of its numerous inclusions (microscopic flecks of non-crystallised carbon). This makes it very difficult to cut and polish, so natural black diamonds are not commonly used in jewellery.
Colour enhanced or treated diamonds are available on the market, so be sure to check if you are shopping elsewhere. More information