We are currently on our two week Christmas Closure, celebrating this past beautiful year with our friends and families. We will be returning to the office on the 8th of January, ready for 2024!
We understand that you may have inquiries regarding your dream piece or perhaps one that is currently in the crafting process. We will make every effort to address your questions promptly. Please refer to the information below for assistance in the meantime.
What is the current turnaround time?
The current processing time for all orders is 8-12 weeks from the date of purchase, with the exception of our two-week closure when production is temporarily paused. This timeframe encompasses orders placed both before and during our Christmas closure period, spanning from the 22nd of December to the 8th of January. This is also inclusive of any orders placed during our Black Friday and Cyber Monday Once A Year Sale Event, from the 20th of November to the 27th of November.
When will I receive my CAD or CAD revision?
During our Christmas Closure, the production of your piece, as well as all computer-aided designs, will be temporarily paused. If you placed an order during the Christmas Closure or shortly before it, you can expect to receive your computer-aided design (CAD) once we resume operations after January 8th. This also includes any requests for CAD amendments prior to final approval.
When are you open for consultations?
We are officially back in our Showroom on the 9th of January! We are currently taking bookings for both virtual and in person consultations, you can book below.
How can I organise a resize or service of my ring?
Throughout our Christmas Closure, our team of talented jewellers will be on a brief break, and as a result, our servicing and resizing will be temporarily suspended. Nevertheless, if you'd like to schedule an appointment for the upcoming year or send your piece to us, please follow the steps outlined below.
Shipping your ring to us:
You can send your ring to us at PO Box 2041, New Farm, 4005.
Please only send your piece to us in a small ring box or your provided The Moissanite Company Velvet Pouch.
Rather than emailing your confirmation, once you have sent your piece to us, we ask that you please complete our Service Request Form or Resize Request Form. This will provide us with all information required to service your piece and return it to you!
If you are not within the 6-month complimentary resize period, your resize may incur a fee of $80.00 AUD - $130.00 AUD. If this applies to you, we will reach out with your Private Listing to process this once your ring has arrived to our showroom.
We offer complimentary servicing on all of our pieces, if you have requested a service that falls outside of this complimentary servicing, such as rhodium plating, we will be in touch with your payment link.
Please note that upon completion your piece will be returned via complimentary express postage. Once complete we will be in touch to communicate your tracking information.
Booking in for a drop off:
If you would prefer to drop your ring off to us in the new year, you can secure your booking here.
I need to make a change to my order! How can I action this?
You are in luck! During our Christmas Closure all crafting is paused, meaning you have time to amend your order. However, this does not apply to orders that are already in the casting phase. Some pieces that were ordered prior to our Christmas Closure will still be poured during the closure. If you require to make a change, you can email this to us and we will action your request once we have returned after January 8th.
My ring is being held by customs, what do I need to do?
If you are based internationally, import duties and taxes may apply for some international shipments outside of Australia. Once your order arrives at your destination, you as the customer may be liable for any custom fees and taxes that may be incurred to release the parcel. To ensure that your package is released in a timely manner we recommend tracking your order throughout its journey, in anticipation of these fees and duties.
If you have not been contacted, we would recommend calling your local postal office and querying what courier handles this. If you are located in the UK, your package will be held by Parcel Force. If you are in The US your package will be held by UPS.
I paid my remaining balance, when will I receive my ring?
I you have paid your remaining balance for your Custom Ring, your ring will be dispatched upon our return the week of the 8th of January.
