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Frequently Asked Questions

Custom and Ceremonial

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Can I place a rush order?

Custom / Bespoke designs require on average at least 6 weeks (and during peak periods up to 10 weeks) to produce from the date the order is finalised. In some cases we can have the piece made within 4 - 6 weeks however this is not a guaranteed service.
We do have a small selection of One of a Kind pieces that are ready to ship.

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Can I customise the style of the band in your Ceremonial collections?

Of course! We can customise our bands to your preferences or to match with an existing ring. We charge $80.00 for this service

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Are your Diamonds/gemstones ethical?

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 certificate. 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.

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Can I supply my own stone?

We are more than happy to work with an existing stone however we first have to ensure it is suitable for a new design. We only work with customer stones that are 8 or higher on the MOHs scale.

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

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What if my Custom/Ceremonial ring doesn't fit?

Do not worry! 
We offer a complimentary free resizing as we understand you may not get it right the first time (especially when the ring is a surprise)

Additional resizing will be $50.00 (not inclusive of the return postage)

We do not offer resizing on Eternity Pavé Rings.

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What is your Warranty on Custom/Ceremonial Rings?

All Louise Jean Custom/Ceremonial pieces come under a one-year 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.

Diamonds smaller than 0.15ct will also be covered under this warranty as well as any stones that may have come loose. This does not include stones that have been chipped or that have come loose as a result of damaged prongs.

Any costs for repairs will be determined by the extent of the repair.

Postage costs will be at the customer’s discretion if the ring is out of Warranty. 

General

Ordering and Purchases

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The item I want is out of stock?

To receive a notification when your desired item is back in stock, please click the 'Email when available' button at the bottom of the product's description.

When we have restocked the item, an email will be sent to you.

We do aim to restock 'sold out' pieces as soon as possible, you can always email us to get an estimate of when it will be available online.

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When will my order be shipped?

Please allow 2-5 business days for your order to be shipped.

We will endeavour to post your order as fast as possible. If you require specific delivery date please ensure your email us prior to placing your order. Unfortunately we cannot facilitate to urgent requests or specific deadlines once the order has been placed.

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Can I order Rose Gold if there isn't an option for it?

Yes! We don't carry this option in stock for most of our pieces however you can place a special order for it.

This will be made to order and require at least 4 weeks for production. We cannot rush these and will not accept refunds if you change your mind after the piece has been requested.

We cannot guarantee production timeframes on made to order / specially requested pieces - so we kindly ask to allow at least 6 weeks if it is for a gift.

Please email info@louisejean.com to place your order

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Do you have stockists?

We have made the conscious decision to discontinue supplying our jewellery in stockists.

We believe that our customers should be offered the best possible prices without the additional markups that would have had to be made to meet profit margins if we wholesaled to stores.

Our Sunshine Coast showroom has a small display or website and Ceremonial that is available for viewing via appointment.

Alternatively we would be more than happy to send any additional information / photographs via email to assist with your purchase.

Shipping and Returns

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What is your exchange/return policy?

Exchanges:

If you would like to exchange your piece for a difference item or size, please notify us within 7 days from the date your purchase has been received.
You will be issued a E-Gift Card for the full amount (less original shipping costs) to use within 6 months. 

Exchanges are not offered on Ceremonial, Custom or personalised pieces.

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: Returned 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 a return if we conclude it is not in a new condition. 

Refunds:

All Louise Jean pieces are non-refundable and cannot be refunded if you simply change your mind. We kindly ask that you choose carefully - we will be happy to assist in any questions you may have about any of our items.

Customer satisfaction is very important to us so if you are not happy with your item please contact us and we work together to resolve your situation. 

Faulty Items:

All of our items are throughly checked and carefully packaged prior to delivery and we value the craftsmanship and the high level of quality in our pieces.

In the rare case that a breakage or fault does occur due to a manufacturing fault within the first 6 months of receipt, Louise Jean will be happy to repair and return your piece free of charge. We can also offer an E-Gift Card to the full amount paid.

All faulty items are assessed by case and may incur a fee if it deemed faulty due to misuse.

Repairs needed after 6 months or deemed faulty due to misuse will incur a repair fee are the customer's expense.

Faulty items do not include discolouration/chipping of stones, snapped chains and general wear and tear damage. 

If you would like to return a faulty product, please follow the process below:

  • Notify Louise Jean at returns@louisejean.com with a photograph and description of the fault.
  • A proof of purchase or order number

Louise Jean will not be responsible for items that may be lost or damaged during return shipping so please ensure all returned pieces are packaged securely and clearly addressed (tracking advisable).

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Duties and import taxes

Important duties and taxes may be relevant to international customers outside of Australia. 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.

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. 

Sizing & Care

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How do I find my ring size?

Our web rings come in sizes 4, 5, 6, 7 & 8 - these are US sizes

The most accurate way to determine your ring size is to go into a trusted/professional jewellery store and have them measure your finger for you. We highly recommend this to avoid postage costs to exchange/return the ring.

Alternatively you can obtain a free ring sizer from us HERE - shipping rates are calculated at checkout

Please note that it is your responsibility to ensure your correct ring size. We do not accept refunds if the ring does not fit.


US SizingAUS SizingInternal DiameterCircumference
4H14.9mm46.8mm
5J1/215.7mm49.3mm
6L1/216.5mm51.9mm
7N1/217.3mm54.4mm
8P1/218.1mm57.0mm



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Can I wear your jewellery everyday?

Louise Jean Jewellery uses only the highest quality of metals and gemstones.

All of our metals are 14K (or higher) which means it will never fade or age like cheaper plated/gold filled alternatives.

We want you to live in your pieces everyday however fine jewellery is delicate in nature and should be cared for accordingly to ensure the beauty and longevity of your treasure. 

Please refer to our Care Guide here

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What if my exact size isn't listed on your website?

If you are wanting an exact size, we can offer resizing services on your ring for an additional $50.00 on top of the cost of the piece. We can do this prior to posting your piece.

However our sizes are quite accomodating so we only recommend this service if you definably need it. 

Please note we cannot resize ring sizes under 3.5 or over 8.

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