Company Policies

Whitakers Jewellers provides a 12-month manufacturing warranty on all jewellery pieces. This warranty covers manufacturing faults; however, it does not extend to general wear and tear, accidental damage, loss, or chipped stones.

Whitakers Jewellers offers a complimentary annual ultrasonic clean and inspection service for all our custom-made jewellery. As part of the inspection, we will check the setting of any gemstones to make sure that they are secure.

For all custom-made rings, we also offer an optional Lifetime Maintenance Package at a one-off cost of $595 per ring. This package ensures your jewellery receives the highest level of ongoing care for the life of the piece.

It is possible to use your own gemstone(s) in a custom-made piece of jewellery made by Whitakers Jewellers. We will need to inspect the stone(s) in person prior to confirming if it can be used and to ensure the condition of the stone(s) is suitable to be set. There are fee’s associated with the unset and reset of all stones, and general admin/handling whilst the stone is in the care of Whitakers Jewellers.

Whilst breakages are uncommon, diamonds can break under enough pressure. After assessment, our team will advise if your gemstone/diamond presents any increased risk. Our team will recommend the safest setting style for your stone, outlining all risks and ensure the understanding that Whitaker Jewellers cannot guarantee that damage will not occur, and it is the responsibility of the customer to decide if resetting the stone is worth the risk involved.

In the case of any damage, Whitakers Jewellers will source a suitable replacement stone or may offer a replacement stone (circumstances pending). Whilst every effort will be made to replace a damaged stone with something of an equivalent size and quality, we will always be limited by what material is available in the market (this is particularly relevant for rare shapes, sizes, colours and cuts). If a replacement stone is offered, the damaged stone will become the property of Whitakers Jewellers.

Please see our full Terms and Conditions here.

Whilst we strive to keep our website as accurate and up to date as possible, there may be rare occasions when an item you purchase online, whether a diamond or a jewellery piece is no longer available.

In the unlikely event that the diamond or jewellery item you have ordered is unavailable, we will contact you immediately to discuss suitable alternatives. Where possible, we will recommend a comparable diamond, or a jewellery piece of similar style and quality.

If we are unable to provide you with an alternative that meets your expectations, we will promptly issue you a full refund.

Our priority is ensuring you are completely happy with your jewellery. We understand it can be challenging to picture how the finished piece will look, which is why we offer the opportunity to request minor adjustments to the CAD design before production begins.

Certain alterations, such as adjusting the finger size, are included as part of our service. However, more substantial changes or situations where the piece needs to be remade may involve additional charges.

Once a piece has been completed according to the approved design specifications, any further modifications may also incur extra costs.
Please be aware that customised or bespoke designs are not eligible for return.

Our quotes remain valid for 14-30 days.

Our quoted prices are based on current market gold or metal, and diamond prices.

Quotes for any diamonds or gemstones that need to be purchased direct from merchants are subject to change. If the stone discussed is not purchased same day, your quote will be void and we will update the quote based on the new exchange rate on the day of purchase.

For repairs, Whitakers Jewellers will provide quotes within 5-10 business days. No work will commence until approval to quotes is received.
Whitakers Jewellers is not responsible for problems that may occur as a result
of poor-quality materials and/or poor workmanship of any non-Whitakers Jewellers items. Additional charges may apply if complications arise during a repair.

We stand behind the quality and craftsmanship of our products and are committed to achieving 100% customer satisfaction.

If for any reason you are not satisfied with your purchase, you may return it
within 14 days for replacement, exchange, or store credit. (subject to the
terms below). We do not offer full refunds.

Process

• You may return new items sold and fulfilled online by us within 14 days for
  replacement, exchange or store credit.
• Contact us via by telephone on (02) 4927 0100 or by email on retail@whitakers.com.au to initiate a return. You must provide your order number, contact details and reason for return.
• Items should be returned in their original product packaging with the original product tags attached and with all paperwork (such as diamond certificates or watch instruction booklets). You should include a copy of your shipping
  confirmation email or order confirmation email in the package.
• Please either deliver the package to the store or via a courier at your cost.
  Note all shipping return charges must be pre-paid and we will not accept
  COD deliveries. You must also arrange insurance for the return of the goods to us.

All returns are subject to inspection by us before an exchange or credit note is processed. We will also pay for the cost of return shipping costs (if applicable) if the return is the result of our error, or the item is damaged or defective at the time of purchase.

Items purchased online can be returned to us at our store.
Please ensure that you take a printed copy of your online tax invoice/ order fulfillment email to confirm your purchase details.

Custom & Special Orders

Please note that we are unable to offer exchanges or refunds on bespoke items, custom orders or special orders. This means that we cannot provide refunds or exchanges on items that have been specially made to order for you, items that have been altered or personalised in any way, and products that are not normally stocked by Whitakers Jewellers but have been ordered specially at your request. Bespoke or specially ordered products may only be returned if they are faulty or were supplied incorrectly. This does not affect your statutory rights.

Change of Mind

Goods are eligible for the 14 Day Change of Mind policy provided that they are in as new condition and are accompanied by proof of purchase and original packaging. As new condition means that the item must not have been worn, the item must be in pristine condition with no damage, scratches, or signs of wear (consideration of these factors is at our discretion).

Special orders and pieces of jewellery hand-made to customer specification are ineligible for the Change of Mind Policy.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.  

Consent

By using this website, you are agreeing to the terms of this returns policy (as amended from time to time).

We stand behind the quality and craftsmanship of our products and are committed to achieving 100% customer satisfaction.

If for any reason you are not satisfied with your purchase, you may return it within 14 days for replacement, exchange, or store credit. (subject to the terms below). We do not offer full refunds.

Process

• You may return new items sold and fulfilled online by us within 14 days for
  replacement, exchange or store credit.
• Contact us via by telephone on (02) 4927 0100 or by email on retail@whitakers.com.au to initiate a return. You must provide your order number, contact details and reason for return.
• Items should be returned in their original product packaging with the original product tags attached and with all paperwork (such as diamond certificates
  or watch instruction booklets). You should include a copy of your shipping
  confirmation email or order confirmation email in the package.
• Please either deliver the package to the store or via a courier at your cost.
  Note all shipping return charges must be pre-paid and we will not accept COD deliveries. You must also arrange insurance for the return of the goods to us.

All returns are subject to inspection by us before an exchange or credit note is processed. We will also pay for the cost of return shipping costs (if applicable) if the return is the result of our error, or the item is damaged or defective at the time of purchase.

Items purchased online can be returned to us at our store.
Please ensure that you take a printed copy of your online tax invoice/ order fulfillment email to confirm your purchase details.

Custom & Special Orders

Please note that we are unable to offer exchanges or refunds on bespoke items, custom orders or special orders. This means that we cannot provide refunds or exchanges on items that have been specially made to order for you, items that have been altered or personalised in any way, and products that are not normally stocked by Whitakers Jewellers but have been ordered specially at your request. Bespoke or specially ordered products may only be returned if they are faulty or were supplied incorrectly. This does not affect your statutory rights.

Change of Mind

Goods are eligible for the 14 Day Change of Mind policy provided that they are in as new condition and are accompanied by proof of purchase and original packaging. As new condition means that the item must not have been worn, the item must be in pristine condition with no damage, scratches, or signs of wear (consideration of these factors is at our discretion).

Special orders and pieces of jewellery hand-made to customer specification are ineligible for the Change of Mind Policy.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.  

Consent

By using this website, you are agreeing to the terms of this returns policy (as amended from time to time).

Online orders can be paid using Visa and Mastercard credit cards. Online orders are required to be paid in full when placing the order.

In store orders can be paid using the following payment
methods:

• eftpos, Mastercard, Visa, American Express and UnionPay credit cards.
• Direct deposits into our bank account (please ask us for details).
• Cash.

For in-store orders, a 50% deposit is required before a job can commence. Full upfront payment is required for any special order ready-to-wear jewellery, all after sale services, and for diamonds or coloured gemstones brought in from overseas for a specific order.

Final payment is due on collection, however, if collection is delayed, the final payment must be made within 4 weeks of the agreed completion date. All goods remain the property of Whitakers Jewellers, until payment has been received in full.

Receipt of a direct transfer is not deemed to be payment for goods until the funds have been received into our account. Please allow sufficient time for funds to clear before coming in to pick up your item(s) as we are unable to release the goods until the funds have cleared.

Please take great care when entering our account details for direct transfers. Recovering funds transferred into a wrong account is a difficult, time consuming and costly process. Any payment into a wrong account is not deemed to be payment and the recovery of any funds transferred into a wrong account is the customer’s responsibility.

Whitaker Jewellers offers lay-bys on all available instore stock, a minimum deposit of 20% is required. 3 month lay-by term with fortnightly instalments to be made.

Whitakers Jewellers offers one free resize for all our custom-made rings, subject to the terms and conditions below.

You must contact Whitakers Jewellers regarding the resize within 30 days from the date of collection in-store or, for online purchases, from the day the package was delivered to the destination address. Any resizing requested outside this time frame will incur a charge.

Most resizes can be completed within 3 weeks. However, more intricate designs may require additional time. If your resize is urgent, please let us know and we will do our best to accommodate.

The following rings are not included in our complimentary resizing policy and may either incur a charge or, in some cases, need to be remade:

• Rings that need to be adjusted more than three sizes larger or smaller.
• Rings made of titanium, zirconium, or other similar metals.
• Rings with diamonds and/or gemstones set all the way around the band.
• Rings that cannot be resized due to the nature of their design.
• Designs where resizing may compromise the security of stones, including rings with stones set inside the band.
• Unconventional shapes, such as fitted wedding bands.
• Rings with detailed patterns, textures, millgrain, or engraving, which may need to be redone (unless there is a blank section intended for resizing).
• Some two-tone designs (we will advise you at the time of purchase if this applies).

For the most accurate results, we strongly recommend visiting our Charlestown Showroom in person so one of our team can measure the correct ring size. If visiting us is not possible, we recommend using our ring sizing guide to measure your finger at home. Please note that this method can be less accurate and more prone to error.

If an incorrect size is provided and the ring requires further resizing, each subsequent resize will incur an additional cost.

Whitakers Jewellers offers free express delivery within Australia for all orders.

Once your order has shipped, please allow 2-7 business days for delivery depending on your location.

Orders requiring ring sizing take up to fourteen (14) additional business days to complete.

We ship all orders via Australia Post or Team Global Express.

Whilst we endeavour to fulfil all orders, please be aware that some styles may not be available at the time of dispatch, particularly during sale or high demand periods like Christmas. If an item becomes unavailable, we will attempt to reorder it quickly and dispatch it to you as soon as possible. We will notify you if we are unable to fulfil your order.

We work hard to protect our customer's personal and financial information from being used in a fraudulent manner. We undertake efforts to verify the security and privacy of all orders. Due to these efforts, most orders take a minimum of 1-2 business days before being approved for shipment.

When your order is shipped, we will send an email containing a consignment number and tracking ID. Simply follow the link in the email to track the delivery of your parcel via Australia Post or Team Global Express.

For security reasons, a signature is required for all deliveries.

Unfortunately we do not offer International Shipping at this time.