FAQ

How we work

Materials

Are your pieces ethically and sustainably made?

Yes, all of our pieces are ethically and sustainably made here in our Melbourne workshop by our master jewellers. All of the gold we use is responsibly sourced from trusted Australian metal merchants, suppliers and recycled where possible.

 

Are your gemstones ethically and sustainably sourced?

Yes. All of the sapphires, emeralds, spinels and other gemstones we source are purchased directly from either the mines or their cutters. We have trusted contacts in each of these mines that our in-house Gemologist, Hamish Whiting, has fostered relationships with directly. This ensures we know who we are buying from and the ethical mining practices they follow. 

If you would like to read more about our gemstones, please see the following pages

https://cushlawhiting.com.au/diamonds-and-gems/

https://cushlawhiting.com.au/category/blog/

 

Are your diamonds ethically and sustainably sourced?

All of our diamonds are ethically sourced and Kimberley certified conflict-free. We buy all of our diamonds directly from the major international diamond site holders, who buy directly from the large scale mining companies (Alrosa, De Beers and Diavik) based in Botswana, Russia, Canada and Australia mainly. These companies are big professional mining operations with 1st world ethical and sustainable practices. The sight holders are carefully selected by the big mining companies for upholding industry leading standards of professionalism and ethical standards. These sight holders cut the rough diamonds and sell them to wholesalers all over the world.

 

Are you diamonds certified?

Yes, all of the modern cut colourless diamonds we use above 0.50 carat are GIA certified. Small accent stones, champagne diamonds, and some of the rose-cut or antique diamonds do not come with GIA certificates.

If you are interested in confirming the certification of a particular diamond or diamond ring from our collection, please contact one of our consultants.

 

What metals do you work with?

We use 18 karat gold or platinum for our engagement and wedding rings, and 9, 14 karat gold and sterling silver in some of our fine jewellery pieces.

 

What is the difference between 9, 14 and 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, rose and white 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.

 

What is the difference between white gold and platinum?

Platinum is another white metal which is 30% denser than 18 karat white gold. Being denser it wears a lot more slowly than white gold, but it can scratch and dent easier.. Unlike white gold, platinum does not need to be re-plated to keep it’s nice white colour. The natural colour of white gold is a greyish colour and so all white gold is plated in white rhodium to give it the “platinum look”. 

 

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 a 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.

Sizing & Resizing

How do I find my ring size?

If you do not know your ring size, we are able to post out a complimentary sizing tool for you to use to figure out what size you require. Please contact us if you would like more information.

Please see our sizing guide here.

 

Do you offer resizing?

Yes, all of our engagement and wedding rings include one complimentary resize, valid for 6 months from the date the customer receives their ring. We also offer resizes at a cost, where the complimentary resize has already been used or has expired.

Warranty and Insurance

Are your pieces under warranty?

Yes, all CUSHLA WHITING products come with a voluntary manufacturer’s warranty. In addition to this, they come with guarantees that cannot be excluded under the Australian Consumer Law.  Please find the terms of CUSHLA WHITING’s current voluntary warranty against defects and warranty period, in addition to your rights under the Australian Consumer Law here.

 

Do you recommend insurance?

Yes, we recommend insurance for all of our engagement rings. Please contact us if you would like more information.

Returns & Exchanges

What is your returns policy?

Please note that we cannot offer returns or exchanges for bespoke pieces, as these items have been created specifically for the customer who has placed the order. Earrings are also exempt from returns and exchanges due to hygiene reasons.

We will gladly offer an exchange or a credit note (excluding postage fees) for unworn, ready-made collection pieces that are in their original condition and original packaging. Returns must be made within 14 days of the purchase date.   

Please see our full returns/exchanges policy in our Terms and Conditions here

If you would like to arrange a return, please contact us. 

Financing/Holds/Deposits

Do you offer payment plans?

Yes, we offer a partial payment system.  

Stock rings can be put on hold for up to 8 weeks with a 30% deposit.

Gemstones can be placed on hold for up to 8 weeks with a 10% deposit. In order to begin production of a bespoke ring using your chosen gemstone, we require a 30% deposit of the overall design quote. The remainder of the payment is then due within 7 days of completion of the ring, prior to collection or postage. 

Please refer to our Terms & Conditions for more details, or contact us if you are interested in a payment plan option.

At this time, we do not offer any payment plans in the way of Afterpay.

 

Do you offer discounts or promotions?

No, unfortunately, we do not offer discounts or promotions. We always give our best prices, to begin with, working out each quote individually and fairly based on the cost of the specific diamonds, labour and other raw materials. 

 

Do you offer gift vouchers?

Yes, we do! Our gift vouchers are valid for 4 years from the date of purchase and can be used for bespoke and/or ready made pieces and can be purchased here. Gift vouchers cannot be used online. If you see a product online which you would like to purchase using a gift voucher, please call or email us so that we can assist you.

Shipping

Do you ship interstate and internationally?

Yes! We ship Australia wide as well as internationally. Once your order is completed and dispatched an email will be sent to you; providing a tracking number so you can monitor your consignment’s journey.

Orders within Australia

Australian orders are shipped complementary via Australia Post Platinum Express Service with a next day delivery guarantee (within the Australia Post network).

Orders to New Zealand

Orders to New Zealand are shipped via FedEx Priority Service with a 1-3 business day delivery window. Shipping to New Zealand is complementary. 

International Orders

International orders are shipped via FedEx Priority Service with a 1-3 business day delivery window. International shipping is complementary.

 

Is my purchase insured during postage?

All parcels are insured by us until they are signed for by the receiver. 

 

Will I have to pay duties and taxes?

For international orders, we remove the Australian GST component of the price (10%). The receiver will be required to pay any duties/taxes relevant to the country they are importing into.

Jewellery Care Guide

How should I care for my piece?

Fine jewellery should be treated with great care, including regular cleaning and annual check ups. 

You can view our Jewellery Care Guide click here.

 

Do you offer a cleaning and checkup service?

Yes, we provide lifetime complimentary professional cleaning and annual checkups on jewellery made by CUSHLA WHITING. To book your professional clean or checkup, please use the links below.

Ring Clean https://calendly.com/cushlawhiting/ring-cleaning/

Ring Checkup https://calendly.com/cushlawhiting/ring-checkup

Showroom & Appointments

Where is your showroom located?

Our showroom is located just off Little Bourke Street in Melbourne, Australia.

Please be advised that our showroom is located on level 2 and there is no lift access. If you require help with bringing anything up the stairs, please call us when you are downstairs and we will come down to meet you. 

Level 2, 377-379 Little Bourke St

Melbourne City

email: [email protected]

phone: +61396704403

 

What are your opening hours?

Our opening hours are as follows:

Tuesday to Friday: 10am – 5:30pm (last appointment begins at 4:30pm)

Saturday: 10am – 4pm (last appointment begins at 3pm)

 

Do I need an appointment to visit your showroom?

Unfortunately at this time we do not offer walk-in visits to our showroom. Please contact our team in advance to make an appointment so that we can ensure the right consultant is here to create a special experience during your visit.

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