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FAQ's

How long does it take to make your Jewellery?

On average anywhere between 5 - 6 weeks depending how complicated the item is. For all our custom designed Jewellery we ensure the design is right and approved by you before going ahead with production.

* Please note completion time may be longer due to public holidays. 

After we receive your order...

Week 1 - Confirm and finalise Designs 

Week 2 - Continue production on Ring or Jewellery & Moissanite

Week 3 - Moissanite is ready and we send a video for you via email.

Week 4 - Final setting & polishing through to completion

Week 5 - We complete your item, the paperwork along with the Valuation and organise it for delivery. 

Week 6 - For more detailed designs that require more setting and finishing.

Solitaire designs can usually be completed around 4 weeks however for any other design we need 5 weeks and Jewellery that has complicated designs or a fair amount of setting please allow 6 weeks.

Please note during December, January & February please expect an extra week for items to be completed due to the amount of orders we receive. We recommend ordering ahead with plenty of time to avoid disappointment.

* We will do our best to send regular updates so please wait for our emails.

How does your custom design process work?

We first gather as much information as we can including any pictures you might have and provide you with a quote. If you are happy with your quote and go ahead with your order we require a 50% Deposit, we then get to work on designs and in some cases live renders. 

Once you have approved your design we start production. We send regular updates on the progress and once complete we organise delivery with you.

*We try to send regular up dates to advise of progress so please wait for our emails. We can only send images and videos when the ring is complete.

All deposits are forfeit in the event of a cancelled custom design order after approving designs. 

Only when final payment is made do we arrange delivery. 

For More information visit our custom design page here.

https://iheartmoissanites.com.au/pages/custom-design-process

Do you charge extra to alter your designs?

Not at all. We can tweak any design you see on our site free of charge, provided it is a minor change.

Minor Changes include...

- Different center stone shape or size change.

- Different side or crown Diamond size change.

Is there a limit to the amount of times we can change our design? 

We would rather get it right and ensure you are 100% happy with your custom design. This means we can provide live renders in the gold colour of your choice and in some instances video render so you can see every detail. 

*Please note this limit cannot cover entirely new designs for change of mind, it only covers minor changes.

What do I do if I need to resize my ring?

We are happy to help out with resizing your ring! All you need to do send it back to us via our PO box and we will resize your ring free of charge. Please contact us before sending anything so we can ensure we have all the appropriate information for your resize.

We are happy to send out sizers upon confirmation of order to help you double check your ring size. If you would like to receive a sizer please let us know in the notes of your order. 

*One resize per ring is permitted for free if additional resizes are needed they will be charged at $40.00 per size up or down. Shipping charges are the responsible of the sender. 

*We cannot offer a free resize to our clients overseas due to the cost of shipping back and forth. We suggest getting sized and confirming before ordering. Thank you for your understanding.

Where do your Moissanites come from?

We have our Moissanites manufactured according to our high standard, we believe our stones to be of the best cut and quality. We hand select each one and pair them with our amazing designs to achieve something that is not only affordable but also exceptional. 

We don't use branded Moissanites as we like to have control of the standard of each stone we produce. 

What do I get with my order?

All our Jewellery comes with a Moissanite Certificate, Valuation Certificate and various other documents including a "How to care for your Jewellery" All our Jewellery is appropriately packed and comes in a high quality wooden box. Please tell us in the notes if your item is an Engagement Ring so that we can package your order accordingly.

How do you ship your items?

For all of our items we use DHL Express Delivery Registered and insured. We include a tracking number via email when we ship our items and work with you to deliver your item on a day when you are available to sign for it. 

Do you have any guarantees?

Absolutely! We have a 14 day money back guarantee and we can even work with you to tweak designs or upgrade the stone at a later date if you decide to make some changes. 

*Due to the nature of custom makes we cannot extend this policy to cover an item specifically made and approved according to your specifications. 


* A custom design is an item that we have not listed on our website. Any size or shape Moissanite that is specifically cut to your specifications and any item made outside of 9K, 18K or Platinum in a design that is not our own, available via our website or a design we have altered to your specifications.

Unfortunately due to ongoing developments regarding COVID19 we can no longer offer refunds for change of mind purchases. At this time and until these issues stabilize we are more than happy to issue a credit for an alternative design or remake. We apologize for the inconvenience and thank you for your understanding. 

We are also proud to offer a 7 year manufactures warranty on all our Jewellery.

* Please note - now Paypal are not returning seller fees in the event of a refund. Unfortunately if you have paid via paypal there will be a 3% fee which will be taken from the total refund.   

What happens after I place my order?

Once you have placed your order, you will receive an email confirmation and we will get to work on your item. You will receive regular updates on the progress and upon completion we will wait for you to advise on the best day to have your item sent.

What payments do you accept?

We accept all regular payments via our website including Paypal, Credit Card and Layby. If you prefer to pay via Direct Deposit we can of course provide those details for your convenience. If you are interested in a finance option - check out GemVisa.

* Please note - now Paypal are not returning seller fees in the event of a refund. Unfortunately if you have paid via paypal there will be a 3% fee which will be taken from the total refund.  

https://www.gemvisa.com.au/apply.html

Do you sell your Moissanites individually?

Unfortunately we don't sell our Moissanites individually. They are specifically cut according to every item of Jewellery we make. 

Do you have a place I can see your Moissanites or Jewellery?

We are thrilled to now be able to see our clients face to face in our new Sydney showroom. Check our contact us page for details. We do also post plenty of pictures and videos of our latest work and upcoming designs on Facebook and Instagram so please follow us for all the latest news and images of our Jewellery.

We are also thrilled to be attending several wedding expos across Sydney. You can see all details including venues and dates via the link below or on our contact us page.

https://iheartmoissanites.com.au/pages/contact-us