FREQUENTLY ASKED QUESTIONS

You can read about our bespoke process for both remote and local customers here.

All of our pieces are made by our master jewellers and stone setters at our workshop in Melbourne, Australia.

At CUSHLA WHITING we love to help customers bring new life to their heirloom jewellery or other significant pieces that might need a fresh take. All remodelling work requires one of our design and gemstones experts to first inspect the piece to ensure that it is safe to work with. We reserve the right to refuse remodelling work on a case by case basis at our discretion.

Unfortunately, we only work with diamonds and precious coloured gemstones that we have sourced ourselves.

This is because our collection of stones and the way that we source them, is a large part of what we do as a practice.

Hamish Whiting, our gemologist, is GIA qualified, and carefully selects each diamond and gemstone within our collection from ethical and trusted sources.

Yes, our Gemologist Hamish often works to source specific gemstones for customers.

Please contact us if you would like to discuss this possibility further.

Currently, our production time for bespoke pieces is 8-10 weeks once you have confirmed your choice and we have received your initial deposit.

We will do our very best to facilitate any urgent requests, though we cannot make any guarantees.

Please contact our Customer Care team here before placing your order if you will require an urgent order.

Yes, all of our curved and open wedding bands can be custom made to fit your engagement ring.

Celebrate your unique love story with our Engagement Rings, starting from $5,000 and extending beyond $30,000+.
Our Wedding Rings are beautifully crafted and range from $1,000 to $4,000+.
Our Statement Eternity Bands, perfect for making a bold impression, are priced between $5,000 and $12,000+.
For timeless elegance, our Fine Jewellery collection offers pieces starting at $500.
Note: All prices are listed in $AUD.

All of our pieces are handcrafted in our Melbourne workshop by our master jeweller and master gemstone setter. Some pieces are entirely handmade, while others are created using a combination of CAD (computer-aided design) technology and handcrafting, finishing and setting.

We use only the finest ethically sourced materials and the most highly skilled and experienced Master craftspeople.

This gives us complete control over every step of the production. And allows us to provide you with clear, transparent and frequent updates throughout the production journey.

Pieces are available online or if you're looking for a more personalised experience, visit our Melbourne and Sydney showrooms.
Virtual consultations are available for interstate/international customers.

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.

Yes. All of the sapphires, emeralds, spinels and other gemstones we source are purchased directly from either the mines or their cutters/brokers.

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. 

All of our diamonds are ethically sourced and Kimberley certified conflict-free.

We buy all of our diamonds directly from the major international diamond Global Sightholders, 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 Global Sightholders are carefully selected by the big mining companies for upholding industry-leading standards of professionalism and ethical standards.

These Global Sightholders cut the rough diamonds and sell them to wholesalers all over the world.

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.

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.

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.

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.

Platinum is a more premium white metal alternative to white gold.

Being 30% denser than white gold, it wears a lot more slowly, making it very durable and ideal for jewellery that’s worn daily.

The other advantage of platinum is that unlike white gold, it 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".

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.

If you do not know your ring size, we can 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.

You can download our sizing chart here.

Yes, all of our engagement rings include one complimentary resize, valid for 2 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.

Our ready to ship and bespoke ceremonial bands do not include a complimentary resize.

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.

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

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.

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

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

Yes, we offer a partial payment system.  

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

We offer Afterpay and Klarna at checkout.

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. 

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.

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 over $499 are shipped complimentary via Australia Post Platinum Express Service with a next day delivery guarantee (within the Australia Post network).

International Orders

International orders are shipped via FedEx, please contact us for an accurate delivery window for your address. International shipping is charged at a flat rate of AUD$50 including GST.

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

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.

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

You can view our Jewellery Care Guide here.

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.

BOOK APPOINTMENT

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: info@cushlawhiting.com.au

phone: +61396704403

Our opening hours are as follows:

MELBOURNE SHOWROOM
Tuesday: 10-5pm
Wednesday: 10-5pm
Thursday: 10-5pm
Friday: 10-5pm
Saturday: 10-4pm

SYDNEY SHOWROOM
Tuesday: 10-5pm
Wednesday: 10-5pm
Thursday: 11-6pm
Friday: 11-6pm
Saturday: 10-4pm

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.