Support + FAQs
CARE + CLEANING
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You are welcome to bring your pieces in for a clean and polish every 12 months. It is a condition of our manufacturer's guarantee that you bring your pieces in at least once a year for a maintenance check. This is free of charge!
In between visits a soft toothbrush, warm water and dish washing liquid (use only water for pearls and opals) will get rid of most dirt that can collect underneath stones. If it's really stuck try soaking the piece overnight in water and dish liquid before giving it a brush. -
Rings shouldn’t be worn at the gym, in the garden or during any other activity that utilises rough metal instruments. Things like weights and gardening tools are made of hardened steel, much tougher than gold, platinum, palladium and silver and can do quite a lot of damage!
Harsh chemicals such as bleach, hydrogen peroxide and chlorine and abrasive compounds such as sand, scourers, sandpaper and some soaps should be avoided. Some chemicals can react with certain metals and semi-precious stones and both metal and stones can be damaged by rough surfaces. -
We offer a lifetime guarantee on all pieces manufactured in our studio; on the condition that it is brought in for an annual clean, polish and assessment- which is a service we offer free of charge to our customers.
Please Note that chains are not manufactured by us and are not included under our guarantee.
If an initial re-size is required for rings of up to two sizes in either direction you will not be charged within three months of collection.
Any repairs or maintenance required during the lifetime of the piece as a result of wear and/or accidental damage will be undertaken at a reduced rate for any items manufactured by us.
While only the highest quality Diamonds and precious gems are sourced from reputable suppliers, all stones, being organically formed, are susceptible to scratches, chips and breaks and are therefore not covered by the guarantee.
GETTING A FINGER SIZE
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Ultimately, its to be sized by the jeweller making or resizing the ring.
Ring sizing measurements and ways of interrupting them varies all across the world so there are often discrepancies between one workshop to another.
Furthermore, each ring design is different and thus a different size is required. For example, if your selected finger is a size “O” this would be applicable for rings that are 2-4mm wide, but an adjustment would be needed if you were wanting a ring that is wide, such as 9mm wide.
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Yes, this is a possibility. As mentioned above, its best to be sized by a jeweller for the actual ring in question.
In the event of it being a surprise, finding a ring that fits the person + having that measured by a jewellery is a good way to find out a ring size.
If using this method at home, please be mindful of:
that the ring is round or if its not then get an average internal measurement
note what finger the ring is worn on and let the jeweller know so we can make adjustments (for example middle finger or ring finger).
let the jeweller know if the ring measured it narrow, wide or hallowed out on the inside. Thses are all factors that heavily influence the fitting of a ring.
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Yes, for surprise ring purchases. Although not ideal it’s a good guide and in conjunction with having a ring of the person in question its a good way to cross reference.
Our complimentary resize for engagement rings is for ± 2 sizes. Outside of this we will have to charge for resizing the ring.
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Yes, there are a few apps that can be used to assist in reading a size from an existing ring. Look for ‘Ring Sizer” in your preferred app store.
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There are so many variables so this is not a one size fits all situation. The carat of gold, the band width and the amount of sizes the ring needs to be adjusted by plus any stones that are set into the ring all play a role in how complex the job is.
On average, the cost to resize a ring a couple sizes up or down is $150-$500.
If the resize is outside ± 2 sizes and is more complex then it may exceed $500. A quote will always be issued before any work is carried out.
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Yes, please visit our SIZING GUIDE FAQs
CUSTOM JEWELLERY
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Custom made jewellery can not be returned, refunded or exchanged.
A 50% deposit is required as acceptance of a quote on all custom designs – procurement of materials and production on your piece/s will not begin until this has been received.
We offer a 24 hour cooling off period on this inital deposit. Outside of this time all deposits are non-refundable. You may cancel a custom order at any time, however you will forfeit your entire deposit amount.
The remaining balance will be invoiced upon completion of the piece and the final payment is required within 14 days from the date of invoice. Completion time will be agreed by both parties, otherwise within a time frame of 12 weeks. Custom orders will be made available for collection or shipping upon receipt by us of the final payment. We will not ship or allow collection of the jewellery until payment has been received in full.
If you have any questions prior to making a deposit please contact us.
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We offer a lifetime manufacturing guarantee on all pieces created by us; on the condition that it is brought in for an annual assessment which is inclusive of a clean & polish and this is a service we offer free of charge to our customers.
If a manufacturing defect is found, we will attend to it as soon as possible, no cost to you. If you find a fault in an item made by us, please let us know as soon as possible and we can discuss what happens next. If you can not bring it in for assessment we may ask that you provide us with photos or video of the defect.
Our manufacturing guarantee does not cover the natural wear and tear that happens with metal, especially on claws and moving parts.
We will assess all jewellery pieces and discuss with you the course of action that will be taken and if it is classified as a warranty repair or not. All decisions are final.
Please Note that chains are not manufactured by us and are not included under our guarantee.
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We offer a complimentary resize on all custom rings made by us, within three months of collection or otherwise stipulated or arranged.
Complimentary resizes are limited to two sizes up or down from the original finger size.
If sizing is required outside of the two size lee-way, we will discuss your options or quote on the cost to adjust the ring.
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We will undertake any repair required on a Webb + Steele (or a historic Megan Webb Jeweller) piece.
Any repairs or maintenance required during the lifetime of a Webb + Steele jewellery piece as a result of wear and/or accidental damage will be undertaken at a reduced rate for any items manufactured by us.
On the rare occasion that we repair an item not made by us, we take the utmost care and safety precautions but we are not liable for any unforeseen outcomes due to the construction or the metal composition. This is inclusive of structural fail or low melting point metal. Any unforeseen work required on a non Webb + Steele jewellery piece will be discussed with and quoted on with the involved party.
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While we only source and supply jewellery grade quality diamonds and precious gems, as they are organically formed and are susceptible to scratches, chips and breaks they not covered by the guarantee.
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Please visit our ENGAGEMENT RING FAQs page.
DELUXE DESIGN SERVICE
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Our Deluxe Design Service fee is $900 for three designs.
We offer up to 6 basic design concepts (sketched by hand), from which a single chosen design will be expanded on and drawn fully to scale either by hand or created in CAD software detailing a 4 angle view and inclusive of all design features. The chosen design (either sketched, created in CAD, printed or hand carved in wax) can have up to 3 modifications. Any structural changes or additional design requests outside of the 3 modifications will incur a surcharge of $150 per design.
Due to the time and skill required to create individual designs the design service fee will not be refunded if you do not wish to proceed with the manufacture of your piece. All designs will be held for 24 months, however, and the project can be resumed within this time at no additional cost. If and when you do wish to proceed a portion of the fee will be deducted from the total cost of your finished piece.
JEWELLERY REMODELLING
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While it is not always possible to re-use all of your metal and/or stones we are always happy for you to bring in any old pieces of jewellery for assessment and we can discuss your options, design and budget.
Most gold is happy to be reworked (at least in some form) but some white golds and other alloys are not so compliant. Either way, further investigation must happen before we can commit to using your metal.
If required we can arrange a valuation and/or testing of your piece/s to determine the best outcome.
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With any metal supplied by a client for a custom job, we split the process into two components.
The first is a "test, melt & roll" which is a full assessment of your metal/s
We charge a fee from $150 for a 'test, melt & roll' and this is based on the quantity of metal and the work involved. We will advise on the cost for your specific project once we have met with you and seen the items for repurposing.
To ascertain your metals purity we will have it tested with an XRF laser to discover what carat it is and if any potential harmful or notoriously disobedient alloys are lurking within. From these results we advise on the best course of action, ie to use as is or to perhaps alloy the metal or not use certain pieces in the melt.
The 'melt & roll' is just that, we melt the metal into a molten pool and pour it into an ingot to then roll the metal into a bar - which can then be worked into jewellery components.
If the melt & roll is successful we can move to the second stage and that is to confirm your custom order using your metal.
If your metal proves to be brittle, is cracking or splitting and is not able to be used for your custom project we can advise on ways your metal could be used or we can simply return the metal to you. If you wanted you could sell your metal to a gold buyer and you would recoup your outlay. Our "test, melt & roll" fee is a seperate cost and is not refundable and is not a credit to the formal quote.
The second is a formal quote for your custom project
We will work with you on the finer details of your project and will issue you a formal quote for the work to be done using your metal.
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In some cases it may also be possible to directly reuse precious stones, though diamonds are most suitable as other stones often prove too delicate.
We are always happy to assess your stones and arrange for further testing/valuation if required.
If you have an old stone that is scratched or chipped from years of wear and tear we are also able to arrange to have it re-cut so that it's ready to be set in your new design.
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Once we've ascertained the suitability of your materials the fun can begin!
If we are replicating a piece exactly as is there is no design component. We can jump straight in and start manufacturing.
If we are remodelling a piece we will start working on some designs that use your stones and metal.
If we are completely reinventing the piece we will start sourcing additional materials and/or working on designs incorporating elements from multiple pieces of your jewellery.
Click the button below for more detailed information.
READY-MADE JEWELLERY + ONLINE SALES
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Payment is required in full to secure any item(s).
It is possible to place an item on hold for up to 7 days. Please contact us to arrange this.
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We have a 14-day exchange, return or credit note policy (excluding postage costs), on all ready-made jewellery and loose stones. Which means you have 14 days after receiving your item to request a return or an exchange if required.
Items sent back to us without first requesting a return will not be accepted.
To be eligible for a return you must contact us to arrange a return shipping label. Your item must be in the same condition that you received it, unworn, and in its original packaging. You’ll also need the receipt or proof of purchase.
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We offer a lifetime manufacturing guarantee on all pieces created by us; on the condition that it is brought in for an annual assessment which is inclusive of a clean & polish and this is a service we offer free of charge to our customers.
If a manufacturing defect is found, we will attend to it as soon as possible, no cost to you. If you find a fault in an item made by us, please let us know as soon as possible and we can discuss what happens next. If you can not bring it in for assessment we may ask that you provide us with photos or video of the defect.
Our manufacturing guarantee does not cover the natural wear and tear that happens with metal, especially on claws and moving parts.
We will assess all jewellery pieces and discuss with you the course of action that will be taken and if it is classified as a warranty repair or not. All decisions are final.
Please Note that chains are not manufactured by us and are not included under our guarantee.
PACKAGING + SHIPPING
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For jewellery purchases under $300 the item will be presented in a branded, recycled cardboard case with a slide over outer sleeve.
For jewellery purchases over $300 the item will be presented in a branded, sustainably forested timber box.
All items are carefully and thoughtfully packed to ensure safe travel.We are committed to environmental preservation so we have purposefully sought after recycled shipping boxes that have been made in Victoria using minimal ink and no branding on the outside (to ensure your item arrives discreetly).
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Express shipping within Australia is complimentary for all purchases and is fully insured (until signed for by the receiver). This includes items purchased through the online store and custom made pieces.
Due to the value of our pieces, we ship with Signature on Delivery for all parcels. If no one is home it will be taken to your local Post Office or parcel centre for collection with Photo ID.
Delivery times to metropolitan cities average 2-3 days from lodging and a little longer for rural areas. Please allow extra time during peak periods such as December. -
At this time we are unable to offer automated shipping outside of Australia for items purchased through our on-line store. If you wish to purchase an item from our on-line store please contact us and we can provide you with an accurate price based on your location.
Standard shipping is sent with Australia Post International Express with costs calculated using your location. International shipping takes, on average, 5-14 days. International shipments are fully insured (until signed for by the receiver).
If you require express shipment we offer DHL courier service which costs approximately $150-$200 (location dependent), is fully insured and takes 3-5 days. Please contact us directly if you have any questions regarding international shipping options and requirements. -
We are not liable for any late deliveries caused by third-party courier companies.
We kindly ask our customers to provide correct information as we cannot be held liable for incorrect deliveries due to input errors.
Australia Post and DHL Express are trusted services and, as such, we will not refund or replace orders that have been scanned as delivered.
RETURNS
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We have a 14-day exchange, return or credit note policy (excluding return postage costs), on all ready-made jewellery and loose stones. Which means you have 14 days after receiving your item to request a return or an exchange.
Items sent back to us without first requesting a return will not be accepted.
To be eligible for a return you must contact us to arrange a return shipping label. Your item must be in the same condition that you received it, unworn, and in its original packaging. You’ll also need the receipt or proof of purchase.
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No returns on custom made pieces.
We offer a 24 hour cooling off period for initial deposits only. Outside of this time all deposits are non-refundable. You may cancel a custom order at any time, however you will forfeit your entire deposit amount.
More Questions?
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