Pre-Order & Custom Order Policy

This policy applies to two types of orders: pre-orders (temporarily out-of-stock items you can still order, sourced or made and sent once available) and custom orders (pieces made to your specifications, such as sizing or gemstone selection, usually arranged directly with our team). This policy covers your order up until it is delivered or collected. Once you have received your item, our Warranty & Return Policy applies. Where a term applies to only one order type, this is stated.

Payment

  • Pre-orders are paid in full at the time of ordering, at the price shown at checkout.
  • Custom orders may be paid in full upfront or with a 50% deposit at ordering and the balance due on collection. Deposits and payments can be made in-store or via an online order sent directly to you.
  • All usual payment methods are available for these orders, including buy now pay later arrangements, gift cards, and discount codes.

Quotes & Specifications

  • All custom orders require a quote before they are placed, outlining the price along with any jewellery specifications for that piece (such as sizing, gemstones, metal, etc.). Custom orders will be honoured at the quoted price if placed within 3 weeks of the quote date. Order requests after this time will be subject to re-quoting. Please read your quote carefully, as you are responsible for checking that the details are correct, and we cannot be held liable for a piece made incorrectly where it matches the details you approved.

Manufacturing & Wait Times

  • Pre-order and custom pieces are made to order by our manufacturers, and each piece joins their production queue alongside other orders. How long this takes depends on the manufacturer's current workload and the complexity of their ordering queue, which is outside of our control.
  • Typical wait times range from 12 to 28 weeks, and we can give you a more accurate estimate based on your specific piece if you contact us directly. These are estimates only. Manufacturers don't provide us with a fixed timeline or ongoing updates once your order is placed, so we're genuinely not able to give progress updates or guarantee a wait time will fall within the range we've quoted. We know the wait can feel long, and we'll always let you know as soon as your piece arrives in the studio.

Cancellations & Changes

  • If you need to cancel or change your order, please contact us as soon as possible so we can discuss the best way forward. If we are unable to fulfil your order on our end, we will contact you directly. As pre-order and custom pieces are made to order, we do not offer refunds for change of mind once an order has been placed. In all cases, we will work with you to reach a fair resolution in line with your rights under the Australian Consumer Law.

Uncollected Orders

  • We typically hold orders for around 90 days and will send you reminders during this time using the details you provided. If we are unable to reach you after reasonable attempts, we may place the item back into stock.
  • If you contact us after this has happened, we may, at our discretion, honour your original payment toward the original piece if still available, or toward a future order.
  • In limited circumstances, and only where we are unable to contact you, we may deal with your order in line with our obligations under the Australian Consumer Law and Fair Trading Act 2012 (Vic).

Policies & Questions

  • This policy forms part of our full set of policies, which are incorporated together and can be found on our Policy Index page.
  • We may update this policy at any time. The current version will always be available on our website.
  • For any questions, please visit our Contact page for information on how to get in touch.