Shipping and Returns
Unless the piece is in stock each CUSHLA WHITING piece is handcrafted to order and can require up to 6 weeks to produce.
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 complete, it is gift wrapped and dispatched with the next courier collection. 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 our Customer Care team if you require any further information.
Orders within Australia and New Zealand
Australia orders are shipped via Australia Post Express Service with a next day delivery guarantee (within the Australia Post network). National freight is complementary.
Orders to New Zealand are shipped via FedEx Priority Service with a 1-3 business day delivery window. The price for trans Tasman delivery is a flat rate of $90 including GST.
International orders are shipped via FedEx Priority Service with a 1-3 business day delivery window. The price for trans Tasman delivery is a flat rate of $130 including GST.
At CUSHLA WHITING, we pride ourselves on delivering beautiful, quality, handcrafted jewellery.
We gladly offer exchanges or a credit note (excluding postage fees) on all orders should you change your mind within 14 days of receiving your purchase.
Please note we do not issue refunds for a change of mind.
To arrange a return, please contact our Customer Care team.
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.
Change of Size
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 Dispatch 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 contact us 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 our Customer Care team here if you require any further information.
If you have changed your mind and would like to cancel your order, please contact our Customer Care team as soon as possible.
Please note that orders that have already been handcrafted and/or have been dispatched will not 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.