We’re proud of our jewellery’s quality and we aim to have excellent customer service in all of our dealings with our valued customers.
We offer a lifetime manufacturer’s warranty on all of our pieces. This means we repair any manufacturing faults for the lifetime of your jewellery. To uphold this warranty, it is important that you bring your jewellery to our boutique annually, so that we can clean and polish it to look brand new, and to check its integrity – all at no cost to you.
Our warranty covers all manufacturer defects in material or workmanship, but it does not cover neglect and abuse, natural wear and tear or stone loss above .20cts (these should be protected by separate insurance).
We’re happy to exchange our stock jewellery if you change your mind within 14 days and if your jewellery is unworn and in new and saleable condition. However, we do not provide refunds for a change of mind. When a gift purchase is made in advance of a special date, we’re happy to discuss extending this period at the time of sale to provide peace of mind. Exchange or credit is not available to custom-made or customised pieces (where we have designed or redesigned a specific piece to your requirements).
Slight irregularities and variations in craftsmanship or natural characteristics, visible or otherwise, in diamonds and coloured gemstones are unique and individual to each item. These should be considered as part of the character of the item, and should not be considered a defect.
Maintenance, repair, sizing or other service performed by another jeweller will void our warranty.
Our warranty provides protections that in many cases exceed Australian Consumer Law requirements, but does not exclude, or limit your rights under Australian Consumer Law.
Caring for your precious jewellery
The best way to ensure your jewellery lasts for generations and always looks amazing is to take proper care of it. Here are some simple tips from our expert staff:
- Diamonds are the hardest natural substance on earth, but they are also fragile when mistreated. Some cuts of diamonds are very fine, and diamonds have a natural grain, like wood. If they are knocked heavily on the wrong angle, they can chip or break. Similarly, although very secure, platinum and gold claws can be bent or knocked out of place, causing your diamond or precious gem to become loose or dislodge. Therefore, do not wear your jewellery if you are performing manual labour, gardening, working out in the gym, or even washing dishes, and avoid metal on metal contact with your jewellery.
- Avoid exposing your jewellery to any household chemicals, like bleach, which can dull the brightness of diamonds or weaken the metal over time. Try to store your jewellery in an individual bag or case to avoid metal on metal contact (and scratches) with other jewellery.
- The best way to clean jewellery is to bring it into our store, where we will use specialised equipment (like our pure water ultrasonic for diamond jewellery) to clean and polish your precious pieces. Our workshop is also able to polish and plate your jewellery to restore its brand new appearance. In between visits a clean, soft-bristle toothbrush is great to clean dirty jewellery. Tiny bristles make it easy to access tough-to-reach nooks and crannies which accumulate dirt over time. Mix a few drops of mild detergent into warm (not hot) water. Let your jewellery sit in the solution for a few minutes, then gently scrub, rinse, then dry off with a soft cloth.
For any advice about your precious jewellery, you are always welcome to call, email or visit our friendly staff in store. Call us on (613) 9686 9592 or email info@vanbercken.com.au