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Bespoke FAQ's

GENERAL

You can read our Bespoke Process HERE.

Alternatively,  you can begin  the process by using our Bespoke Ring Builder form.

Our Bespoke, Custom and web Ceremonial pieces are made to order require 7-11 weeks for manufacturing.
Whilst every effort is made to have your piece created in the quickest timeframe, these can be subject to delay or change.
You will receive email updates as your piece moves through the different stages of the production process.

Delivery and shipping details are confirmed prior to shipping your piece to ensure correct details are provided. Louise Jean will not be liable for incorrectly provided addresses.

All 'Ready to Ship/In-Stock' and in stock 'Fine Jewellery' pieces are sent in 2-5 business days. 'Fine Jewellery' that is out of stock will be made to order and require 4-7 weeks for production.

PRODUCTION TIMEFRAMES DO NOT INCLUDE SHIPPING ESTIMATES

We believe that quality and integrity is of upmost importance, and will stand by the workmanship of our pieces. All Louise Jean Bespoke, Ceremonial & Ready to Ship pieces come under a limited lifetime warranty from the date of completion.

The warranty will cover the whole ring under normal wear. If the ring is noticeably bent, damaged or shows signs of improper care, we will repair the ring at a cost.
Should you ring require attention related to damage, please contact us immediately and we will advise the recommended steps and requirements for a repair. A cost for the repair will be provided for approval. We will always assist with any repair that is required.

If a manufacturing issue is found, Louise Jean will repair the damage without charge and cover the relevant shipping charges.

In addition, we offer a complimentary lifetime servicing. 
During this service, your ring will be given a thorough clean, polish and inspection on delicate areas (such as claws, prongs etc). Stone tightening is included in this service.
This service excludes damaged rings, these will require repair prior.

If your ring is White Gold and requires re-plating in Rhodium, this can be added into your service for an additional charge. Re-plating is not covered in our warranty.


STONES:
Lost, damaged or chipped diamonds and stones are not covered in our warranty. In the very unlikely event of your focal stone falling out or becoming damaged, personal insurance is highly advised.
We always recommend the purchase of an independent insurance for your Louise Jean ring. This will cover anything outside of our warranty and protect you for circumstances out of your control (such as theft).
More information on insurance can be found here

VOIDED WARRANTY:
Please note, our warranty is void if you take your piece to another jeweller for resizing or repair work. We do not take responsibility for work done by other jewellers, or on ours pieces once they have been resized or repaired.

Yes! We accept custom engagement ring designs on a case by case basis.
Explore our previous commissioned pieces here.

We have a small selection of Wedding Bands that are designed to pair with most ring styles. At this point in time we don't offer custom wedding band services, however you can customise existing styles to your liking. This includes:

• Band customisations (style, thickness, angle of contour/crown)

• Diamond/stone size

• Stone choice

Additional costs are determined by the extent of the customisation.

We have created a page to point you in the right direction HERE.

If you do not know your ring size, we recommend going to a local jeweller to have your finger measured. Alternatively you can order a free plastic ring sizer HERE. 
If you need to convert your size please use this chart Ring Size Chart.

Do not worry! 
We offer a one complimentary resize for all Bespoke, Ceremonial and Ready to Ship rings as we understand you may not get it right the first time (especially when the ring is a surprise).
After this first resize, any additional resizing required will be at cost subject to the metal and design.

Please note that there arecertain limitations to resizing a ring if a significantly larger or small size is required (than the current size). This is to ensure that the integrity and quality of the band and setting. In some cases, there will be small costs to remanufacture a ring that is beyond the resizing limit.
It is not the responsibility of Louise Jean to ensure the correct size is ordered.
We will always do our best to provide assistance and advice in obtaining your partner's size. Please reach outto our team for more information.

At this current point in time we cannot accomodate to rush orders.
Louise Jean Bespoke and Ceremonial designs require 7-11 weeks to produce from the date the order is finalised. 


We do have a small selection of pieces that are Ready to Ship if you require an Engagement ring urgently. These are ready to ship within 2-5 business days.

We have a showroom based on the Sunshine Coast, QLD.
We have a range of Ceremonial rings available for you to try on, as well as our current Ready to Shipand Fine Jewellery collection pieces.

Bookings can be made HERE

We are more than happy to work with an existing Diamonds, Moissanites and Sapphires - however we first have to ensure it is suitable for a new design. 


The minimum spend for a custom piece with your stone/stones is $4,000 (AUD).

We do not work with stones under 3mm. 

We cannot repurpose or recycle your existing metal as our metal is refined by our trusted Australian casters and Gold suppliers.

Please have your stone appraised / insured prior to hand over as they are not covered in our Warranty.

Conflict-free stones and sustainability is very important to us and is why we only work with Diamonds and gemstones from ethical origins. 
These are sourced from both trusted local and international dealers whom guarantee their compliance with the United Nations resolutions based on personal knowledge and/or written guarantees.

All custom/Ceremonial rings come with a GIA/IGI/GSL certificate for Diamonds over 0.4ct. In some cases certain cuts of Diamond (Rose Cut for example) may not come with a certificate - this is often to keep the cost of the stone lower as certification can increase the value. However we can provide upon request for an additional cost.

ALL CUSTOM/CEREMONIAL PIECES ARE FINAL SALE AND CANNOT BE RETURNED OF EXCHANGED.

Ceremonial

Louise Jean does not issue refunds, store credit, or exchanges for custom / bespoke jewellery.

Ready to Ship

Unless otherwise stated, unworn  ready-to-ship & one of a kind jewellery may be exchanged within 14 days of receiving the item(s) for a store credit, less a $150 restocking fee.

If returned within 14 - 28 days the restocking fee will increase to $300.

Please note: this exchange policy does not apply to rings that have been resized. 

Outside of these specified time frames we will not accept exchanges. 

Customers will be responsible for any shipping and redelivery fee's. We recommend shipping return orders via a trusted and trackable service as Louise Jean is not responsible for any lost, damaged or stolen parcels. 

Note: Items that are not received in their original condition (unworn, no scratches, original packaging) will not be accepted for exchange and will be returned to the customer. We reserve the right to reject an exchange if we find that it is not in new condition. 

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Shipping & Delivery

Australian domestic Bespoke & Ceremonial orders are shipped via DHL Express or Australia Post Express. These are both express delivery services and can take 1-4 business days to arrive (for major, capital and metro areas).
For all other regions shipping can take from 3-7 business days and may be carried out by a third-party courier.
Shipping times are approximate. Business days are Monday through Friday, excluding holidays

All parcels require a signature upon delivery and include tracking and insurance whilst in transit.
We do not guarantee any of the shipping times as advertised by DHL or Australia Post. Please ensure that before ordering you allow adequate time for processing, production and shipping to your area.

Louise Jean will not take responsibility for incorrectly supplied addresses or delivery timeframes.

You can calculate the estimated timeframes for our postal services below.
DHL: here
Australia Post: here
Our location details are Marcoola, QLD, 4564. 

If you feel as though the shipping timeframe is not suitable and you would like an alternative option that may be quicker we can offer Toll Hand to Hand service. However, this would be at the cost of the customer. If you would like to use this service, please contact us, and we can provide you with a quote.

International orders are shipped via DHL Express and FedEx Priority, and shipping costs are calculated at the checkout.  If you would like to know the cost of shipping to your location before making a purchase, please contact us at here.

All parcels require a signature upon delivery and include tracking and insurance whilst in transit.

Please allow up to 3-15 business days for your order to arrive once dispatched.
Shipping times are approximate. Business days are Monday through Friday, excluding holidays.

Louise Jean will not take responsibility for incorrectly supplied addresses or delivery timeframes.


Import duties and taxes:
Once your order arrives to your destination country, you will be liable for all custom fees and taxes that may be incurred to release the parcel. For further information regarding duties/taxes, we recommend to seek advice from your relevant 

Louise Jean will not process a refund if you refuse to pay the relevant duties/fees for your order. If your parcel is returned as a result of unpaid duties/fees, payment for the redelivery of the item is at the customer's discretion.

We package all of our pieces in Louise Jean personalised boxes and with some important care information and details about your item. We use plain outer boxes for delivery so as not to draw attention to the package when shipping or receiving the piece.
We believe in keeping our carbon footprint low so in some cases when more than one item is ordered; we will package multiple pieces in the one shipping box. All of our outer packagings is recyclable (excluding ring boxes), and we encourage you to be environmentally responsible if discarding the packaging.

You may request multiple boxes upon checkout if you wish to gift your pieces. In the situation that you decide you need another box after receiving your item, another can be posted to you; however, customers are liable for postage costs.