FAQ

Products

Where are your pieces made?

I make all my pieces in my studio in Brisbane, Australia. 

How do I care for my jewellery?

My jewellery is designed to be worn, not kept hidden away for 'special occasions'. Over time, silver and gold will tarnish. This is natural. If you are wearing the jewellery regularly, invest in a silver cloth or clean fabric cloth and wipe over the jewellery. If for some reason you are storing your jewellery away for 'special occasions' then store it in a cool, dry place to minimise tarnishing. 

Ordering and delivery

How long will it take to receive my order?

Each of my pieces are crafted to order. In the product description for each style, I provide an estimate of the production time. This is generally between three to five business days.

What currency are my payments charged in?

All of my prices are in Australian dollars (AUD).

What payment methods do you accept?

I accept Visa, Mastercard, American Express, Shop Pay, Apple Pay, Google Pay and AfterPay.

How do I use Afterpay?

Afterpay is basically like online layby, except you get your purchase right away and you don't have to wait!

If you choose Afterpay as your payment method at the checkout and it is your first time using Afterpay, you will provide payment details as usual to complete your purchase.

Once your first order is approved, your Afterpay account is created. All you need to do is visit www.afterpay.com.au to set up a password, and you will be able to make more purchases using Afterpay by simply entering your log in details upon checkout.

Once you register with Afterpay, they will split your payments over four equal instalments due every fortnight. Nominate the debit card or credit card you want to use and Afterpay will schedule automatic payments for you. It's that easy.

What should I do if Afterpay isn't working?

Firstly, please check that you are inputting your email address at the start of the checkout process and not your phone number, as AfterPay is linked to your email. If doesn’t work, I recommend contacting AfterPay on 1300 100 729 for Aust, 0800 461 268 for NZ, and 855 289 6014 for USA customers for assistance.

Do you ship internationally?

Of course. I will ship from Australia to anywhere in the world. You can take a look at my shipping policy for more details. 

However, as with most things at the moment, this whole COVID-19 thing has changed the ability and timeframe taken for shipment to some countries. If there may be an issue getting your order to you using my standard shipping method, I will contact you to discuss these issues and work to find an alternative.  

International orders may incur local taxes or duties that I unfortunately have no control over. This can occur for some European countries and countries in the Americas. These charges will be requested at pickup of the package. I will not be held responsible for these charges. 

How much does shipping cost?

Shipping cost is based on charges applied by Australia Post and vary depending on the destination and service provided. Shipping cost is applied during the checkout process. 

Which shipping carriers do you use?

I use Australia Post for shipping my orders. If for some reason you would prefer an alternative carrier, please contact me at info@jewelleryfromthebench.com to discuss as standard shipping charges will not apply. 

Where are my tracking details?

Once I have made your order, I will email you with the tracking number and the link to track it. Please use this to track your order via the Australia Post online tracking service. 

Once the package is with Australia Post, I no longer take any responsibility for items that are lost or stolen in transit or upon delivery. If you are worried about the item being stolen once delivered, please purchase 'sign on delivery' as your postage method.  

Bespoke and custom styles

I have a design in my head, can you help me make it real?

Possibly. I do love a challenge, but sometimes your idea might not be physically possible or might not be something I can make. Part of my bespoke design process is to work with you on the design elements. Where I can help you bring a design to life, I will. Where something may not be something I can make, I may be able to hook you up with one of my other jeweller friends that may be better placed to help you. 

The first step is for us to start talking, so send me an email through my contact page.  

I like a product listed on your site, but I would like a little change here and there or a different size, can you help?

Yes. Product designs and sizes listed on the website are selected to make your purchase and my production process easier. As my products are made by hand, changes or modifications to the design or sizes is possible. While for a lot of these changes the product price does not change, sometimes it can. So, any tweaks or customisation of designs can be arranged by sending me an email through my contact page. 

How much does a bespoke or custom style cost?

Bespoke and custom styles are entirely unique and as such these pieces are costed as part of the design process. I will work closely with you during the design process to take into consideration design complexities, metals and stones, and your budget.

The price for bespoke or custom styles will be agreed before any production takes place. During production, I will keep you updated on the progress of your piece.

If you are interested in a bespoke or custom style, just send me an email through my contact page.  

Returns

What is your return policy?

Jewellery from the bench's return policy is provided in my refund and return policy. By purchasing through my website, you are accepting the terms and conditions of my return policy. So please read thoroughly. 

Generally, the return policy applies for faulty products. The return policy does not apply to a simple change of mind, so please keep this in mind when you are placing your order. The return policy does not extend to jewellery that has been damaged due to wear and tear, misuse, or jewellery that has not been cared for (e.g., chipped, bent out of shape or tarnished). 

Due to hygiene reasons, please note that earrings cannot be exchanged or refunded. 

How do I return products?

If you believe that you meet the terms of my return policy, please email  info@jewelleryfromthebench.com with your order number and your reason for requesting a return. I will respond to your return request and advise you of the appropriate steps to take.

For hygienic reasons, I do not offer returns on earrings.

Postage to send an item back for an exchange will be at the customer’s own expense.

Can I exchange my order?

I do not accept exchange or returns for change of mind or if you ordered an incorrect size. So please double and triple check the sizing before placing your order. 

If a return is accepted by Jewellery from the bench, then I will discuss potential options including repair of the purchased product or an exchange for an alternative product of equal value.

Postage to send an item back for an exchange will be at the customer’s own expense.

Repairs

My product is broken/damaged, can you help?

If it is one of my products, almost all pieces can be repaired to their original state. The first step is to contact me at info@jewelleryfromthebench.com advising me (with photos) of what you need repaired. I will advise you of the next steps, which is generally to send the piece/s back to me. I will then assess the repairs required and provide you with a description of the repair, including a quote. Repairs can take between seven to ten business days.

Please note, postage to and from is to be paid by the customer.

Terms and conditions

What are your website terms and conditions?

My terms of service outline all the policies that apply to the use of and purchasing products from my website. Please ensure you carefully read and understand these terms and conditions.

What is your privacy policy?

I respect the privacy of all customers and their personal information. Information collected will be used solely by me to conduct my business. Your personally identifiable visitor information will not be disclosed to third parties, other than for the purpose of completing transaction, (i.e. processing payments or shipping packages). We will only ask for and use relevant personal information as necessary.

Please ensure you carefully read and understand my privacy policy.

Your questions are still unanswered?

My goal is to provide unique, quality jewellery to you. If your question isn't listed in this FAQ section, it probably means it is a unique question (just like our jewellery!). I would love to answer any questions you have through my contact page.