FAQs

JEWELLERY INFORMATION

What kind of materials are used?

Fine jewellery comes from the materials in which it’s made.

Metals:

Authentic 9-10-14-18K White, Yellow & Rose Gold
Sterling Silver 925
18K Gold & Rose Gold Platings Silver 925
18K Gold & Rose Gold Platings Silver 950
18K Gold & Rose Gold Platings Stainless Steel

* All our metals are selected because of their durability, resistance for prolonged use. None of them will produce any reactions due to being pure genuine metals.

* All of our platings are displayed in a thick layer that provides a beautiful hue and durability. Gold is one of the least reactive metals causing less probability of scratches and allows a prolonged use.

We have selected the best stones for the creation of our unique pieces.

Pearls:

Freshwater Natural (Broome, Western Australia)
South Sea (Broome, Western Australia)
Tahitian (Tahiti, French Polynesia)

Opals:

Solid/Solid Crystals (Mintabie, Coober Pedy, South Australia)
Doublets (Lightning Ridge, Walgett Shire, NSW)
Triplets (Lightning Ridge, Walgett Shire, NSW)
Boulders (Western Queensland)

Black (Lightning Ridge, Walgett Shire, NSW)

Stones:

Lapislazuli
Malachite

Rhodochrosite
Chrysocolla

Gems:

Cubic Zirconia Diamonds
Genuine Sapphires
Topaz

Lab Garnet
Emeralds
Tanzanite
Others

*Lab items are high quality gems with a Stone Clarity: VVS

Authentic Diamonds: *Please refer to the item’s description box for further details.

What kind of Opals do you have?

We have a variety of authentic Australian Opals from Boulders, Solids, Solid Crystals, Doublets, Triplets, Black Opals, Inlay & Mosaic Opals. If you want to learn more about it, please refer this link for further information.

How can I get more information regarding an item?

You can refer to our description box below any item to find all the details. If you require further information, please send us an email: contact@australstones.com.au Subject: Info Request – SKU/Name Item

Do the pendants come with a chain?

Indeed, we provide a free complimentary chain with any pendant purchase. All our chains are Stainless or Stainless Steel Plated. If you require a different chain such as a silver 925 chain which has an additional cost of $30, we can quote that for you prior to your order, please send us an email: contact@australstones.com.au Subject: Chain Request – Order #

*Complimentary chains are a free item provided from Austral Stones, for which we are not responsible for any loss, break or discolor of the chain in short or long term.

Can I get a certificate of authenticity?

You can get an online certificate of authenticity for the purchase of an item, please send us an email: contact@australstones.com.au Subject: Certificate Request + SKU, Order/Invoice# , allow us between 1-5 business days to generate your online certificate.

Does my item have any warranty?

If you would like to learn more about the warranty regarding an item, you can refer to our Terms & Conditions section for further information. You can check statements 8, 9 & 10 which informs you about Refunds & Returns under Australian Consumer Law, additional contractual warranties and guarantees in relation to our goods, as well as, Jewellery & Watches Group Pty Ltd’s liability and exclusions on warranties and guarantees.

*If you require any further information, please contact us to contact@australstones.com.au Subject: Warranty Request- Order #

What can I do if something has occurred to my item?

If any unforeseen circumstances has occurred to your item, we encourage you to first refer to our Terms & Conditions and our Care & Usage plan, to acknowledge our responsibility as we help you further.

*Please be aware that Jewellery & Watches Group Pty Ltd does not hold responsibility for any damage due to ordinary wear and tear, misuse, accident, abuse, alteration, substitution, improper repair or warranty service performed by someone other than us or our authorised repairers, theft, disappearance, loss (including lost stones) or any other type of use causing deterioration. Jewellery & Watches Group Pty Ltd reserves the sole right to judge whether or not an item of jewellery has been subject to ordinary wear and tear, misuse, abuse, alteration, substitution, improper repair or warranty service performed by someone other than Jewellery & Watches Group Pty Ltd (or its authorised repairers), theft, disappearance, loss (including lost stones) or any other type of use causing deterioration.

*If you require any further assistance, please contact us to contact@australstones.com.au Subject: Claim Request- Order #. Please include good resolution images of your item from different sides and a description of the status and its current condition.

SHIPPING

What Shipping Options do I have?

At the moment we are offering Free Standard Shipping for all orders over $100 Australia Only and Free Standard International Shipping for all orders over $200.

*You can upgrade your Free Standard Shipping to Express Shipping + Signature for $6.90 Australia Only

*For Australian Orders we deliver with AusPost, for International orders we deliver through AusPost International who has association with external delivery companies. We do not hold accountability with any external delivery company nor delays, timeframe changes or loose items. If you have any questions regarding your order please contact us to contact@australstones.com.au Subject: Shipping Information + Order/Invoice #

What is the delivery time frame?

As soon as we receive your confirmation order, we separate and package your order, keep in mind that this process can take between 1-5 business days due to our store capacity.

You will receive a notification from AusPost with your tracking number and estimated time frame, once we have delivered your order to our local mail office.

Once your order has shipped, please allow 2-7 business days for standard delivery depending on your location. Please allow 1 – 3 business days for express shipping. Orders requiring resize service take up to 3-5 additional business days to be completed. For all International orders, please refer to the time frame provided by AusPost. Depending on the location, time frames vary from time to time.

*Please have in mind that external International tax fees may apply to your order due to the policies of the country selected. By selecting our international Shipping option, you are agreeing to be responsible to cover all the extra fees incurred on the shipping process. (item declarations, international tax fees & others) When you purchase a good online from Jewellery & Watches Group Pty Ltd., you are the “importer of record” and you must comply with all laws and regulations of the country to which such goods are shipped. You are responsible for and shall bear any charges for customs clearance. Jewellery & Watches Group Pty Ltd., has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country so you should contact your local customs authority for further information about such charges.

*Please have in mind that these timeframes work as reference, Austral Stones does not hold responsibility for any delays, time frame changes, loose items occurred during the delivery process provided by AusPost. We do not hold responsibility for any change in the shipping information provided by our customer after the item has been packed. If you do not receive your shipping confirmation details, or if you have any concerns regarding the shipping of your order please contact us to contact@australstones.com.au Subject: Shipping Information + Order/Invoice # and we will help you further.

CARE & USAGE PLAN

We have provided this Care & Usage plan to ensure that the durability of your product will be prolonged. All our items have been checked before postage to ensure its durability and satisfactory use.

Where should I store my jewellery?

We highly recommend storing your jewellery in the boxes provided to ensure it won’t get scratches or be affected by any external metals.

If you need to store your jewellery for a period of time, simply place it in a padded cloth bag (remember to remove the chain) or in the original box for protection and put it away.

What should I do to preserve my jewellery?

We encourage you to follow these steps in order to preserve your jewellery for a long period of time

  • Apply your perfumes, colognes, and hairsprays before you put on any gemstone jewellery, but be particularly cautious with your opal jewellery because they react very poorly to acids and alcohols.
  • Prolonged exposure to water can cause the filtration of water in your jewellery setting which causes your stone to fall apart from its setting, this can lead to losing your stone without notice. For which we highly recommend avoiding exposing your Jewellery to frequent contact with water.
    • The effects of hot water and soap scum are hard to remove. Showers aren’t good for costume jewellery either — steam can loosen the glue that holds pieces together, or it can cause rusting.
      • “Shampoo and conditioner can get stuck behind mountings, and might also contain chemicals that can damage the metal over time.
  • We recommend removing your jewellery items when doing household & outdoor chores. This will prevent your jewellery from being in contact with harsh materials/surfaces which can cause your jewellery to be damaged.
    • (working in the garden, doing house work, preparing food at the kitchen bench, during physical or sporting activities, while washing dishes, etc.)

* Please be aware that Jewellery & Watches Group Pty Ltd does not hold responsibility for any damage due to ordinary wear and tear, misuse, accident, abuse, alteration, substitution, improper repair or warranty service performed by someone other than us or our authorised repairers, theft, disappearance, loss (including lost stones) or any other type of use causing deterioration. Jewellery & Watches Group Pty Ltd reserves the sole right to judge whether or not an item of jewellery has been subject to ordinary wear and tear, misuse, abuse, alteration, substitution, improper repair or warranty service performed by someone other than Jewellery & Watches Group Pty Ltd (or its authorised repairers), theft, disappearance, loss (including lost stones) or any other type of use causing deterioration.

What should I do to preserve the colour of my gold plated item?

We highly recommend avoiding the use of perfumes, moisturizers, soap or constant contact with water. If your item is exposed to the presence of any of these chemicals it won’t deteriorate its color immediately, but it can affect the look of the item in a prolonged period of time.

We suggest using the jewellery after the application/contact with those chemicals in order to preserve its color for a longer period of time. The proper usage of gold plated items & regular cleaning will prolong its life.

What should I do to preserve my Opal?

Opal stands in a class by itself. More than any other gem, each opal is distinctly individual. Like many other gemstones, opals are delicate. They require care to ensure their health and longevity.

STORAGE

  • We highly suggest storing your Opal separately in the box provided to avoid any contact or scratches with other metals or stones.
  • Don’t store your opal pieces in oil or glycerin. This won’t help protect them and will make cleaning more tedious and messier.
  • (Solid Opals only) For longer storage periods, place your opal in cotton wool with a few drops of water, then into a sealed plastic bag then into the original box. The water will not soak into the stone, but will prevent water leaving the stone if it is exposed to very low humidity environments (for example, zero humidity storage safes).

USAGE

Opal is approximately the same hardness as glass (around 6.5 on Moh’s scale of hardness), so it is important to treat your opal carefully, to avoid damaging it by scratching or breakage.

  • We recommend removing your opal rings when doing household & outdoor chores.
    • (working in the garden, doing house work, preparing food at the kitchen bench, during physical or sporting activities, while washing dishes, etc.)
  • If you wear an opal pendant on a long chain, take care that it doesn’t swing forward and collide with a hard surface.
  • Apply your perfumes, colognes, and hairsprays before you put on any gemstone jewellery, but be particularly cautious with your opal jewellery because they react very poorly to acids and alcohols.
  • Keep your opals away from sources of heat or cold, like fireplaces or open windows. As a result, opal may crack if subjected to extremely dry conditions or rapid changes in temperature. Try to avoid very high temperatures or low humidity, such as boiling water or zero humidity bank vaults.
    • If you can’t avoid taking your opal jewellery from one temperature extreme to another, keep the pieces under your clothes if at all possible to help minimize the change.
  • Opals will craze (develop cracks on the surface) and lose their play of color if their water evaporates. Continuous contact with water can cause the filtration of water in your jewellery setting which causes your Opal to fall apart from its setting, this can lead to losing your stone without notice. Prolonged exposure could allow water to penetrate between the opal layers, which may cause the layers to separate, producing a foggy or grey appearance or even visible condensation inside the stone. For which we highly recommend avoiding exposing your Opal Jewellery to direct contact with water. It will prevent your Opal from cracking (in case of Doublets & Triplets) and also will prevent your stone from falling out of its setting.
    • The effects of hot water and soap scum are hard to remove. Showers aren’t good for costume jewellery either — steam can loosen the glue that holds pieces together, or it can cause rusting.
      • “Shampoo and conditioner can get stuck behind mountings, and might also contain chemicals that can damage the metal over time.”

CLEANING

  • Solid Australian Opals should be cleaned gently with mild detergent in warm water, using a soft toothbrush or cloth. Avoid bleach and harsh chemicals.
    • You may place solid opal jewellery in a jewellers’ quality liquid cleaner, following the manufacturer’s directions for use, then polish with a jewellery polishing cloth.
    • Never allow anyone to clean your opal in an ultrasonic cleaner, as the intense ultrasonic vibrations may cause cracking in a solid opal.
  • Doublet & Triplet Australian Opals may be cleaned by wiping with a damp soft cloth and mild detergent, but should never be soaked or immersed in liquid. Never use bleach, chemicals, cleaners or ultrasonic cleaners.