FAQ
I love one of your pieces but I would like a different stone, can you customise your pieces?
Many of our pieces can be made with your choice of stone, provided we are able to source it in the right size needed for the piece. Depending on what is being customised there may be a fee to cover additional materials.
My ring needs to be resized, do I need to book an appointment?
Yes you will need to make an appointment. Fiona & Jac only work by appointment.
There’s an item online that says out of stock, can you re-make one for me?
In most cases we can re-make all the styles on our website. If the piece has a one-of-a-kind of very unique we source a stone that is as close as possible to the original piece, so they may not be an exact duplicate.
How long does it take to have a bespoke ring made?
Allow 4 to 6 weeks from the date of deposit for bespoke rings. We can occasionally accommodate a slightly shorter turnaround time but this needs to be discussed prior to deposit being paid.
I inherited jewellery but it’s not my style. Can I get it melted down / remodelled?
Yes, we can in most cases we can. The best thing to do here is to either give us call to discuss or email through as many clear photo’s as you can with some information about the piece/s and we will contact you to discuss your options and the process.
Please note that we are only able to do this with gold or platinum pieces.
Are any of your items you have for purchase gold plated ?
No we do not sell gold plated items all our jewellery is solid 9ct or 18ct gold
If I buy someone a gift and they don’t like it can they exchange?
Yes, we offer exchanges on gifts. The piece must be unworn, in original condition and packaging and returned to us within 21 days of purchase.
I was given a gift voucher but I can’t find it anywhere, what should I do?
Give us a call as soon as you have realised you cannot find it, we may be able to re-send this via email. It’s best not to wait until it turns up as it may expire in that time.
Do you repair jewellery?
We will always repair jewellery you have purchased from us!
For jewellery you did not purchase from us this is on a case by case basis. We need to see the piece in person to be able to assess it. Unfortunately we do not repair costume or beaded jewellery. This includes pieces that are made from base metals, some silver pieces, plastics and resin etc.
Can you quote my repair on the spot?
Not often, we need to assess the piece often under a microscope so we can work out the best course of repair. Unfortunately we can’t always do this immediately.
Do you do engraving on a piece that isn’t from your store?
In some cases we can, send through several good quality photos to us and we can assess the piece. The best way to do this is to email directly to fionajac12@gmail.com
Can’t find the answer you were looking for?
We are always happy to help and can be contacted via phone or email.
Fiona 0408483396 Jackie 0438359779 email: fionajac12@gmail.com
