Once the CAD design for a bespoke piece 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 to the design that are requested after production has commenced may incur an additional fee.
Whiting Gems Pty Ltd (trading as Cushla Whiting) as the author of all designs, reserves the right to reproduce, sell, publish and promote all designs created, including those that have been conceptualized in a collaborative meeting involving Whiting Gems Pty Ltd and the client.
Returns / Exchanges
CUSHLA WHITING will gladly offer an exchange 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.
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
Please note we do not accept returns when:
Should any of the above occur, CUSHLA WHITING reserves the right to return the goods to the customer at the customer’s expense.
Please note that return postage, as instructed by one of our team members, is at the expense of the customer and under their responsibility until the goods are successfully delivered to CUSHLA WHITING .
Initial shipping fees and any import duty taxes paid (for international customers) will not be refunded.
Any item that was resized prior to sending to you; the fee for the resize will be deducted from your refund amount.
To arrange a return, please contact us on [email protected]
Faults & Repairs
All CUSHLA WHITING jewellery is quality checked by a specialist jeweller, in addition to two members of our team. However, from time to time, there may be a rare manufacturing fault.
All CUSHLA WHITING products come with 12-month manufacturers warranty which covers damage caused by manufacturing faults only. Please read the full warranty policy here.
If you receive a faulty product, once assessed, we will gladly repair the merchandise or, if we deem appropriate, exchange the item if the product was purchased within 12 months (Warranty Period*).
Please note that customer mishandling, or 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 our Jewellery Care Guide. Please be aware that gemstones and diamonds are also not guaranteed against chips and wear and tear.
In the instance of damage caused by wear or tear/physical damage, a repair fee will be incurred. Customers will be quoted for any repair work and asked for approval or payment of this fee before any work is commenced.
To notify us of a fault, please contact us at [email protected] including the following information:
Please note that the cause of a damage cannot be determined until the piece has been assessed by our experts in person.
If it is determined that there is a manufacturing defect, Cushla Whiting will refund the customer for any domestic/international shipping and handling costs associated with sending the merchandise back for repair/replacement.
In the instance that your piece has been repaired by an external jeweller your voluntary manufacturer’s warranty could be voided.
CUSHLA WHITING includes one complimentary resize for all engagement and wedding ring orders, valid for 6 months from the date the customer receives their ring.
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 that return postage as instructed by one of our team members and is at the expense of the customer and under their responsibility until the goods are successfully delivered to CUSHLA WHITING .
Any resize which is completed by a jeweller other than CUSHLA WHITING could void the warranty of the piece.
While CUSHLA WHITING will endeavour to accurately depict the colour of each of our gems online, we cannot always guarantee a gemstone will appear the exact same colour in person as on screen.
All of our gemstones are checked under magnification by one of our experts prior to releasing the finished ring. Any damage incurred to the gemstone once delivery is taken may be able to be repaired at the expense of the customer. Natural inclusions within the gemstones are not considered to be damage (read more about natural inclusions within gemstones here).
Due to the bespoke nature of making jewellery, while CUSHLA WHITING will endeavour to complete your piece within the specified time frame, turnaround times are an approximate guide and are subject to occasional manufacturing delays.
Shipping & Handling
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.
All parcels are insured by CUSHLA WHITING until they are signed for by the receiver.
Duties and Taxes
For international orders, CUSHLA WHITING will remove the Australian GST component of the price (10%). The receiver is liable for all import duties, customs and local sales taxes relevant to the country they are importing into; payment of these is necessary to release the order from customs on arrival.
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 bespoke orders that have been put into production and orders that have been dispatched cannot be cancelled. A cancellation will result in a forfeit of the 30% deposit.
Holds & Deposits
All deposits are non refundable.
For all bespoke orders, a 30% deposit is required. The outstanding balance must be paid within the 8 week production time frame plus 7 days. In the unusual case where production has taken longer than the anticipated 8 weeks, the outstanding balance must be paid within 7 days of production completion.
For stock ring purchases, a 30% initial deposit is required. The outstanding balance must be paid within 8 weeks of receiving the initial deposit.
For gemstone holds, a 10% deposit is required, with a maximum hold period of 8 weeks. To commence production, a total of 30% of the chosen quote must be paid, inclusive of the original deposit. The outstanding balance must be paid within 8 weeks of receiving the 30% deposit before a piece may be collected or posted.
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.
CUSHLA WHITING gift vouchers are valid for 4 years from the date of purchase. Gift vouchers can be used for bespoke and/or ready made pieces and can be purchased here. Gift vouchers cannot be used online, they can be used in person, via phone or email.