FAQ's

How long does it take to make your Jewellery?

On average anywhere between 5 - 6 weeks depending how complicated the item is. For all our custom designed Jewellery we ensure the design is right and approved by you before going ahead with production.

* Please note completion time may be longer due to public holidays.

After we receive your order...

Week 1 - Confirm and finalize Designs

Week 2 - Continue production on Ring or Jewellery and organise center Diamond.

Week 3 - Diamond is ready to view and we send a video for you via email.

Week 4 - Final setting & polishing through to completion

Week 5 - We complete your item, the paperwork along with the Valuation and organise it for delivery.

Week 6 - For more detailed designs that require more setting and finishing.

Solitaire designs can usually be completed around 4 weeks however for any other design we need 5 weeks and Jewellery that has complicated designs or a fair amount of setting please allow 6 weeks.

Please note during December, January & February please expect an extra week for items to be completed due to the amount of orders we receive. We recommend ordering ahead with plenty of time to avoid disappointment.

* We will do our best to send regular updates so please wait for our emails.

How does your custom design process work?

We first gather as much information as we can including any pictures you might have and provide you with a quote. If you are happy with your quote and go ahead with your order, we then get to work on designs and in some cases live renders.

Once you have approved your design we start production. We send regular updates on the progress and once complete we organise delivery with you.

*We try to send regular up dates to advise of progress so please wait for our emails. We can only send images and videos when the ring is complete.

For More information visit our custom design page here.

https://iheartdiamonds.com.au/pages/custom-designed-rings

Do you charge extra for custom design items?

Not at all. We can tweak any design you see on our site free of charge, provided it is a minor change.

Minor Changes include...

- Different center stone shape or size change.

- Different side or crown Diamond size change.

Is there a limit to the amount of times we can change our design?

We would rather get it right and ensure you are 100% happy with your custom design. This means we can provide live renders in the gold colour of your choice and in some instances video render so you can see every detail.

* Renders are provided once a design is approved.

What do I do if I need to resize my ring?

We are happy to help out with resizing your ring! All you need to do send it back to us ( within 3 months of receiving ) and we will resize your ring free of charge. Please contact us before sending anything so we can ensure we have all the appropriate information for your resize.

We are happy to send out sizers upon confirmation of order to help you double check your ring size. If you would like to receive a sizer please let us know in the notes of your order.

Please note - solitaire rings ( no stones on the band ) may be resized up or down 4 sizes depending on design. Accent, or shoulder stone rings ( stones on the band ) may be resized up or down 3 sizes depending on design.

If a resize requires more than 3 full sizes a resize fee will be charged.

Where do your Diamonds come from?

We work with some of the best Diamonds manufacturers in the world. All Diamonds over 0.30ct where possible are GIA or IGI certified. We follow and promote clean and ethical mining and sourcing of all our Diamonds.

What do I get with my order?

All our Jewellery comes with a Diamond Certificate, Valuation Certificate and various other documents including a "How to care for your Jewellery" All our Jewellery is appropriately packed and comes in a high quality wooden box.

How do you ship your items?

For some of our items we use Insured Express Next Day Guaranteed Delivery with Australia Post. For other items we use our preferred and secured couriers. We include a tracking number via email when we ship our items and work with you to deliver your item on a day when you are available to sign for it. For items over $50,000 we ensure the item is personally and hand delivered by either our in house team or an insured courier.

Do you have any guarantees?

We are happy to offer a credit or exchange on our designs featured online however ( Not including center stone - just setting only) as all our items are made to order in your ring size, gold colour and ideal center stone we unfortunately cannot offer a refund for change of mind items.

*Due to the nature of custom makes we cannot extend this policy to cover an item specifically made and approved according to your specifications.

* A custom design is an item that we have not listed on our website or metal outside of 9K, 18K or Platinum. Or designs we have altered to your specifications.

We are also proud to offer a 7 year manufactures warranty on all our Jewellery.

What happens after I place my order?

Once you have placed your order, you will receive an email confirmation and we will get to work on your item. Custom Designs will receive designs via email within the first 24 - 72 hours depending on how complicated the design is. Upon completion we will advise your order is ready and send a video via email, then complete all documents including valuation and arrange delivery.

What payments do you accept?

We accept all regular payments via our website including Paypal, Credit Card and Layby. If you prefer to pay via Direct Deposit we can of course provide those details for your convenience.

Do you have a place I can see your Jewellery?

We have unfortunately closed our Sydney showroom and are now offering our services 100% online. We are streamlining the process and doing everything we can to make your experience with us fun and easy!

Coming very soon we will have virtual appointments as well as try at home kits. We are working very hard to get these up and out so please be patient with us as we transition into this space.

We understand this is inconvenient for a lot of our clients who like visiting in person. For clients that have purchased with us, we are very much ready to help in the same way we always have...with a smile.

For any new visitors - we understand placing your trust in a company that operates solely online is a challenge which is why we also understand if you choose not to purchase with us. We want each and every client to feel at ease with their purchase knowing they are in good hands and although we would love to have a physical showroom and presence to do that... for right now we can try and do everything else.

We will continue to provide designs, images, videos and updates wherever possible and we will always be just an email or phone call away.

https://iheartdiamonds.com.au/pages/contact-us

What are the costs for resizing, rhodium plating and various repairs?

Need a resize or clean & polish?

We understand that accidents happen so please know we have you covered. Sometimes a ring may get caught or snagged on clothing or accidentally dropped.

If you do happen to knock or bump your Jewellery please contact us and we will do our best to help.

Simply click on the link below for all our prices, procedures and info...

Resizing, Rhodium Plating & Various Repairs – I Heart Diamonds

Country/region

FAQ's