FAQ

Note* the use of RSJ refers to Rachel Stone Jewellery”

What happens after I submit my order?

Your credit card will be charged when your order is placed. We make many of the pieces to order so orders are fulfilled in the order they are received. 

 What does “ready to ship” and “made to order mean”

Ready to ship

On the occasion our team at RSJ have got excited and decided to create a few extra pieces, probably with a wine in hand or we have a few pieces in stock. If this is the case it means we have the item ready to be sent straight to you! Hooray! These items will generally be sent out within a week of your purchase being processed. Please see shipping section to find out the estimated time of arrival to your country.

Made to order
Most of RSJ Jewellery is made to order, made to order means once your order has been placed, we need to craft the piece since it’s being made specially for you, this therefore takes a little bit more time to processed. Please allow up to 3-5 weeks for a made to order piece.

How long will it take to receive my order?

Most of our pieces are made to order unless specified as “ready to ship”. Your order will take up to seven days to process. If the item is made to order please allow up to 3-5 weeks to be shipped. You are welcome to email us at info@rachelstonejewellery.com to inquire about when a piece will be available to ship out.

If you need a piece by a specific date or would like to organise express shipping, please send us an email at info@rachelstonejewellery.com. We will always try to accommodate your requests, however as our pieces are handmade we appreciate your understanding and patience.

How do I care for my jewellery?

Our pieces are handcrafted and, therefore, delicate. Please see our care instructions to ensure you are able to enjoy your piece for a lifetime. For our gold filled pieces, please only clean with warm soapy water and a soft cloth, they do not fare well in salt water so do not swim with them. Most of the RSJ signature collection consists of 9KT-14KT gold and, although it can be cleaned with a polishing cloth or jewellery cleaner, we suggest leaving the job to a professional. If you do choose to clean your jewellery at home please only use a mild dish soap and filtered water.

RSJ uses natural gemstones, which vary in shape, size and colour. Inclusions and other marks can be seen in natural stone, this is a part of their beauty. Most gemstones do not stand the force of cleaning agents, polishing cloth or ultrasonic cleaners. Some gemstones also fade when left in the sun for prolonged periods of time, please be conscious of this and try to keep your pieces away from windows and open spaces in your home.

Do you create custom pieces?

Absolutely yes! Bespoke pieces are something we love to create. Please see our custom section for more details. 

Does the jewellery come with a box?

Yes, every piece of RSJ come in a custom gift box.

 Can I return a gift?

A piece received as a gift may be returned for a credit towards another RSJ purchase within 30 days of receiving the item. If it qualifies for the exchange in our returns policy. The customer returning the piece is responsible for all shipping charges.

Please email us with the purchaser’s information and order number, so that we can locate the purchase in our system. The item will need to be returned in all of its original packaging within a week of the email with RSJ. If the item is not returned in its original packaging, there will be a restocking fee of $15 which will be deducted from the credit.

RSJ does not accept returns if products;

• are not returned in their original condition or packaging
• are returned outside of the specified return timeframe
• are a bespoke piece

 

What is your privacy policy?

RSJ will never sell, share or trade any information you supply to us with a third party. Any information RSJ collects is used to provide you with a better shopping experience and to notify you via email of promotions and upcoming sales. If you would prefer not to receive these emails, you may opt out by changing your email notifications status.

 Is my transaction safe?

All order information sent to www.rachelstonejewellery.com are encrypted. We protect your online transactions by using secure sockets layer (ssl) technology.

What is your repair policy?

Quality and craftsmanship are of our top priority. However, jewellery by its very nature is delicate. If you should experience the need for repair on any of our item contact us. Please include your name, address, order number and repair issue. RSJ will send you a repair number that will need to be included on your return package.

RSJ will repair at no charge any breakage caused by defect within 120 days of purchase. Repairs needed after 120 days or deemed to be caused by misuse will incur a repair charge at the customer’s expense. Repairs will be assessed on an individual basis. There is an Australian Post shipping charge for all repairs. Gift cards/store credit cannot be used on repair charges. When your repair is ready, RSJ will send you a link to pay the balance and shipping to return your item to you.

RSJ only accepts repairs for items purchased on www.rachelstonejewellery.com.

Please refer to our jewellery care instructions for tips on how to keep your Rachel Stone jewels in their best condition to last a lifetime.