FAQ
Frequently Asked Questions
Here you'll find answers to the most common questions about our pieces, ordering, shipping, and care. If you can't find what you're looking for, please don't hesitate to contact us.
Ordering & Payment
How do I place an order?
Simply browse our collection, add items to your cart, and proceed to checkout. You'll be guided through the payment and shipping information steps to complete your purchase.
What payment methods do you accept?
We accept all major credit cards, debit cards, and other secure payment methods available through our checkout system.
Is my payment information secure?
Absolutely. We use industry-standard encryption and secure payment processing to protect your personal and financial information.
Can I modify or cancel my order after placing it?
Please contact us immediately if you need to modify or cancel your order. If your order hasn't been processed yet (within 1 business day), we'll do our best to accommodate your request.
Shipping
Do you offer free shipping?
Yes! We offer free standard shipping on all orders over $299 within Australia.
Where do you ship from?
All orders are carefully packaged and shipped from our Sydney workshop.
How much does shipping cost?
Australian shipping rates are:
- Courier (Insured): $24.95 - 1-2 business days (metro areas)
- Orders over $299: FREE - 1-2 business days
For international shipping rates, please visit our Shipping & Returns page.
Is insurance included with shipping?
Yes! Insurance is included with all shipping methods at no additional cost, protecting your precious jewellery throughout its journey to you.
How long does shipping take?
Within Australia, delivery typically takes 1-2 business days for metro areas. International shipping times vary by destination (7-25 business days depending on location).
Do you ship internationally?
Yes, we ship worldwide! International shipping rates start from $25 AUD and vary by destination. All international orders include full insurance coverage and tracking.
How can I track my order?
Once your order is dispatched, you'll receive a confirmation email with tracking information so you can follow your jewellery's journey to your door.
What if my order is delayed or lost?
All our shipments are fully insured and tracked. If there's any issue with your delivery, please contact us immediately and we'll resolve it for you.
Returns & Exchanges
What is your return policy?
We accept returns within 30 days of delivery for a full refund or exchange. Items must be in original, unworn condition with all original packaging and tags attached.
How do I return an item?
Contact us at [your email] within 30 days of receiving your order with your order number and reason for return. We'll provide return instructions and a return authorisation number.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer unless the item is faulty or we made an error. We recommend using a tracked and insured shipping method.
How long does it take to receive my refund?
Once we receive and inspect your returned item, we'll process your refund within 5-7 business days to your original payment method.
Can I exchange an item for a different size or style?
Yes! Contact us and we'll be happy to arrange an exchange for you, subject to availability.
Can I return custom-made or pre-order items?
No, we do not accept returns or exchanges on pre-order items or custom-made pieces, as these are specially created for you. All sales are final unless the item is faulty or doesn't match the agreed specifications.
What if my jewellery arrives damaged?
If your jewellery arrives damaged or faulty, please contact us immediately with photos of the item and packaging. We'll arrange a replacement or full refund at no cost to you, including return shipping.
Sizing
How do I find my ring size?
You can measure an existing ring's internal diameter or wrap a strip of paper around your finger and measure the circumference. Visit our Sizing Guide page for detailed instructions and a complete size chart with AU/UK and US size conversions.
What if I'm between sizes?
If you're between sizes, we recommend sizing up. Remember that wider bands may require a slightly larger size for comfort.
How do I measure for a bracelet?
Wrap a flexible measuring tape or strip of paper around your wrist just below the wrist bone. Add 1-2 cm for a snug fit, 2-3 cm for a comfort fit, or 3-4 cm for a loose fit. See our Sizing Guide for a detailed chart.
What size earrings should I choose?
Earring size is a personal preference! Our Sizing Guide provides measurements for studs, hoops, and drop earrings with style recommendations to help you choose the perfect size for your look.
Can I get help with sizing?
Absolutely! Contact our team for personalised sizing assistance. We're here to help you find the perfect fit.
Product Information
What materials do you use?
We specialize in fine jewellery crafted from 14K and 18K white gold, featuring lab-grown sustainable diamonds and precious gemstones.
Do you use lab grown or natural diamonds?
All of the pieces on our website feature lab grown diamonds, which offer a more sustainable and cost-effective option with the same sparkle, shine, hardness, and qualities as mined diamonds. We also support custom requests for natural diamonds—please contact us to discuss your preferences.
Why choose lab grown diamonds?
Lab grown diamonds offer exceptional value and sustainability without compromising on quality. They possess the same physical, chemical, and visual properties as mined diamonds—identical sparkle, shine, and hardness. The key benefits include a more environmentally sustainable production process, better value for your investment, and conflict-free origins. You get the same stunning beauty and durability at a more accessible price point, allowing you to choose a larger or higher quality stone for your budget.
What is white gold?
White gold is created by alloying pure gold with white metals such as palladium, silver, and nickel, then plated with rhodium to achieve its brilliant white finish. 14K contains 58.5% pure gold, while 18K contains 75% pure gold.
Will my white gold jewellery need re-plating?
White gold pieces are rhodium-plated for their bright white appearance. With regular wear, this plating may naturally wear thin over time (typically every 1-2 years), revealing a slightly warmer tone. This is normal and can be easily restored through professional re-plating.
Are your diamonds certified?
Yes, dependant on the carat weights. We use high-quality diamonds in our pieces. For specific certification information about a particular item, please contact us or check the product description.
Do you offer custom or bespoke jewellery?
Yes! We create custom-designed pieces to your specifications. Please contact us to discuss your vision, and we'll work with you to create something truly unique.
Can I personalize or engrave my jewellery?
Engraving options may be available for certain pieces. Please contact us to discuss personalization options for your chosen item.
Care & Maintenance
How do I clean my jewellery at home?
For white gold and diamond pieces, soak in warm water with a few drops of mild dish soap for 10-15 minutes, gently brush with a soft toothbrush, rinse thoroughly, and pat dry. Visit our Jewellery Care Guide for detailed instructions.
How often should I clean my jewellery?
We recommend cleaning rings worn daily every 1-2 weeks, earrings and necklaces every 2-4 weeks, and occasional wear pieces before wearing or as needed.
How should I store my jewellery?
Store pieces separately in a jewellery box with individual compartments or soft pouches. Never allow diamonds or metals to touch each other, as diamonds can scratch other jewellery and metals can scratch each other.
Should I remove my jewellery for certain activities?
Yes, remove jewellery before swimming, bathing, exercising, cleaning with chemicals, applying beauty products, gardening, or sleeping to protect your pieces from damage.
Do you offer professional cleaning services?
Yes! We recommend having your fine jewellery professionally inspected and cleaned at least once a year. Contact us to arrange professional cleaning, inspection, or rhodium re-plating services.
What if my jewellery needs repair?
If your Facet & Frost piece needs repair, please contact us. We'll assess the issue and provide repair options to restore your jewellery to its original beauty.
Contact & Support
How can I contact you?
You can reach us via info@facetandfrost.com.au
Do you have a physical store I can visit?
We operate from our Sydney workshop. For appointments, please contact us.
Still Have Questions?
If you didn't find the answer you were looking for, we're here to help! Please don't hesitate to contact us with any questions about our jewellery, services, or policies.