Shipping and Returns
Terms and Conditions
Unless the piece is in stock, each CUSHLA WHITING piece is handcrafted to order and can require 6-8 weeks to produce.
We require a 30% deposit before we begin production with the balance payable on completion of the jewellery.
Once the CAD model has been approved by the customer, any alterations to the design after this will be subject to price revision.
Please note that we do not provide a CAD model for pieces that are 100% handmade, and in this case, the design must be finalised prior to the deposit being paid. Any alterations that are requested after the design has been made may incur an additional fee.
Due to the bespoke nature of making jewellery, while we will endeavour to make your piece of jewellery within the specified time frame, we cannot 100% guarantee that it will be made in this time due to occasional manufacturing delays.
Shipping and Delivery
If you require a fast-tracked order, please contact us before making a purchase. While we endeavour to meet every demand, we cannot guarantee all orders can be fast-tracked.
Once you order is completed and dispatched an email will be sent to you; providing a tracking number so you can monitor your consignment’s journey.
Please note: CUSHLA WHITING is not liable for any late deliveries caused by third-party courier companies.
We kindly ask our customers to provide correct information as CUSHLA WHITING cannot be held liable for incorrect deliveries due to input errors.
Australia Post and FedEx are both trusted services and, as such, CUSHLA WHITING will not refund or replace orders that have been scanned as delivered.
Please contact us if you require any further information.
Orders within Australia and New Zealand
Australian orders are shipped via Australia Post Express Service with a next day delivery guarantee (within the Australia Post network). National freight via this service is complementary.
Orders to New Zealand are shipped via FedEx Priority Service with a 1-3 business day delivery window. Shipping to New Zealand is a flat rate of $90 including GST.
International orders are shipped via FedEx Priority Service with a 1-3 business day delivery window. International shipping is charged at a flat rate of $150 including GST.
Please note that we cannot offer exchanges or a credit note for bespoke pieces, as these items have been created specifically for the customer who has placed the order.
We gladly offer exchanges or a credit note (excluding postage fees) for unworn, ready-made collection pieces (excluding earrings) that are in their original condition and original packaging. Returns must be made within 14 days of the purchase date.
To arrange a return, please contact us.
Please note we do not accept returns when:
- Items are not returned in their original condition i.e. have been worn, damaged or are sent without original packaging.
- Items are returned outside the specified return timeframe
- An order includes earrings due to hygienic reasons
- An order includes bespoke or customised items
Should any of the above occur, CUSHLA WHITING will return the goods at the customer’s expense.
Returns are at the expense of our customers and under their responsibility until the goods are successfully delivered to CUSHLA WHITING.
For our Continuum range of fine jewellery, we accept the return of unworn, unused items, in their original condition and original packaging, within 14 days of the date supplied on the purchase receipt or final invoice.
Change of Size
We include one complimentary resize in all engagement ring and wedding band orders.
While we are more than happy to assist where possible, it is ultimately the customer’s responsibility to ensure the correct size has been ordered.
Please note customers are responsible for the return shipping of their order as well as the re-shipping fee back to them.
Faulty items and Repairs
All jewellery is quality checked by a specialist jeweller, plus a member of our team. However, from time to time, there may be a rare fault.
If you receive a faulty product, we will gladly repair or exchange the original piece if the product was purchased within 6 months. To notify us of the fault, please and include the below information:
- Your full name and address
- Photographic evidence of the fault along with a brief description
Please note that wear and tear during the course of normal use is not considered a fault. CUSHLA WHITING jewellery is delicate in nature and should be handled carefully; outlined in the Care Instructions and Product Care Information both online and in your order.
On a case by case basis, some repairs can incur a fee. This fee is invoiced to you via email and commenced once payment is received.
Please contact us if you require any further information.
Deposits placed on gemstones are non-refundable. Should you change your mind regarding the gemstone you have chosen, you may exchange it for one of equal or greater value from our collection. If the gemstone is of higher value than your initial choice, the difference in price must be paid in order for the new stone to be placed on hold.
For bespoke pieces, please note that once a 30% deposit has been made, production has commenced and orders cannot be cancelled.
For ready-made pieces, cancellations can be made 14 days within paying the deposit on the item. If you have changed your mind and would like to cancel your order, please contact us as soon as possible.
Please note that orders that have already been put into production and/or have been dispatched cannot be cancelled.
Caring for your jewellery
Our pieces are fine jewellery and should be treated as such. Please remove your jewellery before doing any activity that may cause you to knock it or put excess pressure on the band.
Always remove your jewellery before exposing it to harsh chemicals like chlorine and bleach as they can damage or discolour the setting, react with metal or coat the stone.
To clean your jewellery use warm, soapy water coupled with gentle scrubbing with a soft toothbrush. Rinse and dry with a clean soft cloth.
Don’t store your jewellery next to other jewellery pieces as this can cause scratches – eg. Diamond will scratch diamond and all other gemstones and metals.
Timeworn prongs and clasps can result in the loss of a stone or an entire piece of jewellery. If you notice any signs of damages or loosening of the prongs on your jewellery please bring it straight back to us and we will have our jeweller correct it. We encourage our customers to bring in their jewellery to us annually for a complimentary inspection and professional clean.
Overtime your jewellery will become increasingly dull or scratched, gold and platinum jewels can be re-polished: this will restore their original sparkle.
Emeralds require particular care. In addition to the rules above, Emeralds should not be exposed to extreme heat and should not be ultrasonically cleaned.
What is Rhodium Plating?
White gold is an alloy of gold and some other white metals such as silver and palladium. As white gold has a slightly yellowish, grey tint, it is often plated with rhodium to give it that very white, bright appearance, similar to platinum. Black rhodium plating can also be used to create black-coloured gold. Rhodium plating does wear away, so we recommend that pieces are re-plated every six to twelve months.
What metals do you work with?
We use either 18 karat gold or platinum for our engagement pieces and 9 karat gold for our fine jewellery.
What is 18 karat gold
Pure gold is too soft for everyday wear, so 18 karat gold is alloyed with a mixture of metals to give strength and durability. 18 karat gold is composed of 75% pure gold and 25% alloy. It is our preferred gold for long wearing jewellery due to its durability, strength and colour.
What is the difference between Yellow, White & Rose Gold?
The difference in colour between yellow, white and rose gold is determined by the various other metals (copper, silver, zinc, nickel) used in the alloy mix. All of our designs are available in yellow, rose or white gold or black.
Why is Platinum more expensive that 18 karat Gold?
Platinum is a stronger and more durable metal than gold. It is also much denser than gold and therefore more expensive. Platinum generally holds its white colour without the need for plating. Over time, a platinum ring can take on a grayish patina that can easily be polished away by a jeweller (although this can look great!). Platinum is also more difficult to set than white gold, and so the costs to produce pieces are higher.