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Our Melbourne CBD studio is open by appointment only. Please click here for more information, or to book your appointment! Our Melbourne CBD studio is open by appointment only. Please click here for more information, or to book your appointment!

Customer FAQ's

Gold, Silver, and Platinum

What metals do you work in? For bridal jewellery, and jewellery that will be worn every day, I prefer to use 18ct gold, or platinum. For other items of jewellery, I can use sterling silver, 9ct, 14ct, or 18ct gold, and platinum. My collection pieces are made from solid gold, nothing is plated or gold-filled. For more information on different metals, please get in touch!  


Diamonds and Gemstones

Can you show me diamonds and gemstones in person? Yes! Once I have an idea of what you are looking for, I can source several options to show you in person. If you are based outside of Melbourne, I can send you videos. I will keep looking, until you’re absolutely in love with your diamond or gemstone.  

Are your diamonds GIA certified? I prefer to source GIA certified diamonds, as GIA (Gemmological Institute of America) are known to be the most stringent diamond grading laboratory in the world. Diamonds under 0.30ct cannot be certified.  

What grade of diamond should I choose? I am a qualified diamond grader, with years of experience in sourcing diamonds. I can offer advice in what grade of diamond will work best for you. Please get in touch, I love to talk diamonds!  

Where do you source your diamonds and gemstones? I source diamonds through local diamond and gemstone merchants. Most diamonds are mined internationally. If you would like a diamond that was mined in Australia, I can source you one. Gemstones form in various places throughout the world, so the origin of the stone is dependent on the kind of gemstone you are considering.  


Engagement Rings and other Custom-Made Pieces

How long does it take to get a jewellery piece custom made? Engagement rings, and other fully custom-made jewellery pieces, normally take 4-6 weeks to be made, plus shipping. Pieces ordered from the online store take up to three weeks to be made, plus shipping. If you need your jewellery for a certain date, please email before ordering, so I can make sure your piece will be ready in time.  


My Studio

Where is your jewellery made? Each piece of jewellery is made by me, in my studio located in Melbourne CBD.   

Do I need to make an appointment to come to your studio? Yes please! I am not always here, so it is important to make an appointment. If you are interested in a consultation, or in trying on any collection pieces, please get in touch to arrange a time that will work for both of us.    


How can I care for my jewellery properly? Gold is a soft metal, which can be damaged if worn roughly. It is important to always take your jewellery off when doing activities that could cause harm to your jewellery. Things like going to the gym, lifting heavy objects, washing dishes, and labour-intensive work can cause damage to your jewellery. Using hard creams, moisturisers, and sunscreen will dirty your jewellery. Sleeping in your jewellery should be avoided, as should wearing your jewellery in swimming pools, the shower, and other bodies of water such as the ocean. It is important to have your jewellery maintained, to ensure it stays in good condition. Settings must be checked every 1-2 years, to ensure they are holding your diamonds and gemstones in securely.  

How can I clean my jewellery at home? Fill a mug with hot water and a small amount of dishwashing liquid, and brush your jewellery with a soft toothbrush. This will remove dirt build-up, and greasy products such as sunscreen.  

Do you offer jewellery repairs? Yes! However, I only work on pieces of jewellery which I have made.  

Do you offer ultrasonic cleaning? Yes! Ultrasonic cleaning will remove dirt build-up from diamonds and coloured stones. Ultrasonic cleaning of pieces I have made is complimentary, and can usually be done in under ten minutes. Please get in touch if you would like to have your jewellery cleaned!  

Do you offer buffing, polishing, rhodium plating, and checking of settings? Yes! Your jewellery will naturally mark and scratch over time, even with careful wear. For a small fee, I can emery, buff, and rhodium plate your jewellery, so it looks good as new. I only offer buffing, polishing, and rhodium plating on jewellery pieces which I have made. I recommend rhodium plating for white gold pieces once every 1-2 years. I recommend having your settings checked every 1-2 years, to make sure the diamonds and gemstones are held in securely.  

What if my jewellery becomes damaged? I guarantee the workmanship of all the jewellery I make. In the unlikely event of manufacturing faults, I will repair the jewellery at no charge, within six months of the purchase date. Damage due to rough wear is not considered a manufacturing fault. It is important to understand that gold is a soft metal, which can be damaged when it comes into contact with a harder metal. Gemstones and diamonds can be chipped, and otherwise damaged, if not properly cared for. Diamonds and gemstones can come loose in their settings if knocked. It is important to have your settings checked once a year, to ensure there has been no damage resulting in loose diamonds or coloured stones. Chipped, damaged, and lost gemstones can be replaced for a fee, or by making an insurance claim, if your jewellery is insured.  



How do I find my ring size? If you are based in Melbourne, please email me to organise an appointment for me to measure your finger. If you are not based in Melbourne or unable to come into the city, the next best way to be sure of your size is to have your finger measured by another jeweller. Make sure you request your size in Australian sizing, which is A- Z. Alternately, I can post you a sizing tool for you to measure your own finger with. Please email me if you would like to be sent a sizing tool.  

I want to propose to my partner, but I don’t know their ring size. What should I do? If your proposal is a surprise, and you are not sure what size your partner’s finger is, the best way to approximate their ring size is for me to measure a ring that they own. If this isn’t possible, I can estimate the size based off a photo of their hand. It is better to make the ring a little too big, so it fits on properly when you propose. Then, once you’ve proposed, I can resize the ring (the first resize is complimentary). It is important to note that only rings with no diamonds on the band, or with diamonds halfway around the band, can be resized. Rings with diamonds all the way around the band cannot be resized.  

What happens if I order a ring in the wrong size? Most rings can be resized easily. On straightforward resizes, the first resize is complimentary. On non-straightforward resizes, for example in the case of the ring needing to be sized up or down by more than four sizes, you will be charged a resize fee. This fee is calculated on a case by case basis. If you need to ship your ring back to have it resized, you will be responsible for shipping costs both ways. Rings with diamonds set all the way around cannot be resized.  


Returns and Exchanges

What is your exchange policy? All Scarlett Jewellery Label pieces are handmade to order. This means each piece is made specifically for you, in your choice of metal, and often with customisations such as personalised engraving, etc. For this reason, returns due to change of mind are not accepted. Please get in touch with any questions you may have about your piece before ordering, to be sure your jewellery is right for you. 



Do you offer insurance? I can help you organise insurance for your jewellery, through Q Report Jewellery insurance. Q Report offer comprehensive worldwide cover, against loss, theft, and damage. I very strongly recommend getting insurance for your engagement ring, or any other extra special pieces. Please get in touch for more information, or for insurance quotes.