FAQs

Shipping

Where do you ship to?

Thomas Coen Jewellery ships Australia-wide. All items will be sent via Express Australia Post eParcel with Free Shipping.

When will my order arrive?

Orders usually take 10-15 business days for delivery of the ‘Coen Collection’ products.

“Custom and Made to Order” jewellery pieces may take up to 8 weeks for production. If you have a due date that you need to meet, please ensure you discuss this with me prior to ordering and I will make every effort to meet your deadline.

Can I track my order?

All orders placed through the website requiring parcel post delivery will be sent an Australia Post tracking number which you will receive through email confirmation when your order has been dispatched. You can check the status of your parcel at www.auspost.com.au.

Is my order insured in transit?

Yes. All shipping methods are fully insured so your pieces are covered whilst in transit. Every parcel is required to have a signature upon delivery, and you will be responsible for signing for the receipt of your package. Once the piece is signed for, it is no longer considered in transit and is therefore no longer insured.

Lost or Damaged Goods

If your order is lost or damaged in transit, please contact me at create@thomascoenjewellery.com.au immediately.

Do you take international orders?

Please contact me if you are not in Australia. I endeavour to engage and accommodate my overseas clientele.

Custom Jewellery

How long is my quote valid for?

For a customised order, your quote remains valid for 14 days.

How long does it take to have a custom-designed piece created?

The time it takes can vary from piece to piece depending on the complexity and availability of the material required to make your special piece. It generally takes 6-8 weeks to complete the process from start to finish. If you require your custom order quicker or by a particular date, please contact me to discuss and I will make every effort to meet your deadline.

Can I make an appointment to discuss my custom design?

Yes, I highly encourage you to book in for a consultation to discuss your design. I can meet with you online, or in person if you are in Canberra. My studio is open for appointments only between 9am and 5pm Monday to Friday. However, I am more than happy to arrange a meeting outside of those hours or at an alternative location to accommodate you. Please book in through my website for a phone consultation if you would like to discuss further.

Do I have to pay a deposit on custom-designed orders?

Yes, a deposit of 70% is required upon the commencement of all custom designed jewellery. All custom-designed orders need to be paid in full before receiving your finished piece.

Other

Where are you located?

My studio is located on Ngunnawal land in Canberra. I will share my studio address with you if you are coming in for a consultation with me.

How do I find my ring size?

I highly recommend visiting my studio for accurate ring sizing if you are located in Canberra. If you are unable to visit my studio, I recommend visiting your local professional jewellery store and asking to be sized. Please ensure that you are given a size in Australian sizing as well as an inside diameter measurement of the ring sizer (as tools may vary between jewellers). Please remember that both of your hands will be different sizes so size the correct hand/finger.

What happens if I order the wrong size?

Depending on the design, most of my pieces can be resized within a certain range. If you have received your ring and you have ordered the incorrect size, the first thing to do is to establish your correct ring size in Australian standard sizing, either by visiting my studio or a local jeweller. Once you have this, please contact me to organise how best to resize your ring to fit.

Do you work with heirloom jewellery/stones?

All the jewellery I design has a special meaning and sentiment attached to it and I fully appreciate the special value of your heirloom jewellery. I welcome a meeting with you to discuss what I can do to help you.

Why can jewellery vary so much in price from store to store?

There can be many reasons why. If the item is cheap, why is that? If the item is super expensive, why is that? Ask lots of questions, and I cannot emphasise enough the importance of understanding what you are buying. Reasons could be individual store varying overhead costs, buying power, quality standards, mass production v custom made jewellery and finally is the stone synthetic or real? A significant influence in price when comparing similar jewellery from store to store is the different and/or varying quality standards. For example, it is important to understand the four C’s in diamonds being carat, clarity, cut and colour. These four factors can greatly influence and contribute to the overall value and purchase (and re-sale) price of each piece.

What is the best way to care for my jewellery?

To keep your jewellery looking its very best, it is generally recommended to professionally clean and polish them at least once a year. For pieces worn daily, twice a year is recommended. This is not only to ensure that the lustre and shine is restored but also an opportunity for your jeweller to inspect/detect and fix any defects with prong settings, loose stones or deterioration of metals. In between professional cleans, you can also keep your jewellery clean at home by simply using warm soapy water, a soft toothbrush and polishing cloth.

Payment and Refund Policy

How do I pay?

All payments for items purchased online will be made through a secure payment gateway. A proof of purchase receipt for the transaction will be sent to you along with your purchase. Thomas Coen Jewellery accepts: American Express, Visa, Mastercard, PayPal and Apple Pay.

Do you offer Afterpay?

Unfortunately, no sorry. Thomas Coen Jewellery does not offer Afterpay at this point.

Is there a layby policy?

Yes, for custom design commissions only. After the initial deposit of 70%, a payment plan can be organised with you to accommodate your timeframe. The custom piece will need to be paid in full however before collection.

Do you offer a guarantee?

Yes. At Thomas Coen Jewellery, I not only pride myself on building long lasting personal relationships with my clients but also creating beautiful, high-quality jewellery. If it is deemed that the piece was manufactured with a fault, I will repair it for free of charge. If the damage has occurred due to wear and tear or misadventure, I will provide you with a quote to repair the damaged issues.

Can I return my order and get a refund?

Thomas Coen Jewellery offers a 14 day return policy for the “Coen Collection” items. You must advise me within 48 hours of receiving your special piece of your intention to return and the jewellery must not be worn and in its original packaging. I do not offer exchanges or refunds for any item that has been altered, engraved, worn or customised in any way.

You will also need to ensure that the piece/s is/are covered by insurance in transit by the courier, and that it is required to be signed for on delivery. Thomas Coen Jewellery does not take responsibility for incoming packages while they are in transit from you.

Any custom or made to order jewellery is non-returnable and non-refundable. An order cannot be cancelled after a deposit has been paid.