Question 1

Will you buy my gemstones or gold?

Accepted Answer

Unfortunately, for scrap or old gold jewelry we are not a licensed second-hand dealer and do not deal in buying customer's gold or gemstones. 
For gemstone dealers, please note, in order to maintain the integrity of our ethical sourcing channels we cannot buy gemstones from unverified, unknown dealers, our suppliers are known to us and vetted over years of industry involvement.

Question 2

How do I know your gems are real?

Accepted Answer

All our individual gemstones over $700 come with an in-house certificate of authenticity completed by a gemologist. For insurance purposes we recommend an independent certified gemologist's report. For custom orders over $2500 we will provide an independent valuation report free of charge, for orders under this value, you can purchase one for $49. Alternatively you are free to obtain one yourself once you receive your order. 
All our pieces are guaranteed to contain the gemstones stated in the order description, if not, we will replace them free of charge.

Question 3

Where are you located?

Accepted Answer

Most of our customer services and administration needs are conducted from our non-customer facing offices in New York.
Our manufacturing workshop, and therefore our shipping and logistics services, are operated out of Auckland, New Zealand. 
When you book a video or phone call for a consultation with our designer Khay, she will be usually contacting you from Auckland, New Zealand.
There are select booking times available for face to face consultations with Khay in Auckland, New Zealand, and very occasionally in Los Angeles or New York. 
We do not keep customer facing offices in these locations, so meeting times and locations are subject to what's available locally at the time.

Question 4

Where are your pieces made?

Accepted Answer

All of our pieces are proudly 100% New Zealand made, and will ship from Auckland, New Zealand. Please note, the gemstones within our jewelry are sourced from various locations around the world, which will be shown in the product information.

Question 5

How long does it take to receive my order?

Accepted Answer

From the moment payment is received, we begin the manufacturing process. You will receive weekly update emails about your order progress. Typically, orders are shipped within 3-4 weeks, with 80% of them being dispatched within just 3 weeks. During busy holiday seasons, the time frame extends to 4-6 weeks, and an alert will be shown when you place an order during these times to keep you informed. Please note that these timeframes do not apply to orders with custom-cut gemstones, which may require additional time to ensure the utmost precision and quality. We appreciate your understanding and patience as we create your exquisite pieces.

Question 6

How long does shipping take?

Accepted Answer

We use international tracked, insured shipping courier services like DHL or Fedex (depending on the country). For North America typically this is a 3-7 day shipping timeframe, which you can monitor using the tracking link that will be sent to you when we ship out your order. 
Shipping to Australia is 3-5 days usually and 1-3 days around New Zealand. 
Please note shipping delays are out of our control, and you should check with the carrier for delays relating to transit, customs delays/costs and shipping.

Question 7

Do you need SEO, web design or marketing services?

Accepted Answer

No thank you, please do not use these customer contact channels to send unsolicited offers for SEO/web services, not only is it unprofessional but it hampers our ability to serve our clients, the very service you claim to be offering help with.

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