F.A.Q.

 

How long will my order take?


If your item is in stock then we will send it out within 2-3 working days.  However, if the item you have chosen is not in stock, it will be made afresh and especially for you. This process can take up to 2 to 6 weeks, so do bear this in mind upon ordering. Please also understand that, as each piece is individually hand crafted, the production times stated above are approximate.  


Delivery within NZ usually takes two working days (or 3 for rural delivery). 
Shipping within NZ is included, and is via signature required courier. Please ensure your shipping address is one where someone will be available to sign for your delivery.

International delivery can take 3-10 working days and the cost is calculated at checkout.

For more information on this go to our Shipping Rates page.


Can I amend my order?


Certainly, please email us within 24 hours and we can change or delete your order. If payment has been processed then you will receive a full refund minus a $5 admin/bank charges fee.  Any amendments to your order after 24 hours may cause you to incur extra costs due to the handmade nature of our products and how we source the materials.


How do I find my ring size?


The Makers recommend getting your finger sized by a professional manufacturing jeweller who uses the British and Australian system (if they use another system follow the link below to convert). As the wearer, consider if the ring you are buying is narrow (4mm or less) or wide (4.5mm or wider) because the wider the ring is, the tighter it feels to wear. Ask the jeweller to take the measurement from the middle of the ring rather than the leading edge.  Please follow this link to the ring size conversion chart.


What if it doesn't fit me?


Please see our Returns Policy. If your item doesn't fit please email us  directly on bythemakers@gmail.com and we will do our best to remedy the issue.


What if I receive the item  and then change my mind?


Unless there is a fault we are under no obligation to refund or replace your order. However, in some cases exchange items at the customer's cost.  Please refer to our Returns Policy.


How do I look after my piece?


Please see our Jewellery Care page on how to keep your jewellery looking fresh and beautiful.

 

Do you take commissions outside the items pictured on the site?


If you are interested in an item with some small variations - for example, a ring in a different metal, or with different stones, please do email us at bythemakers@gmail.com to see what is possible. Not all pieces are able to be created with variations, and many are completely one-off. If you are interested in a bespoke piece, or a re-make of something from your family jewellery, please contact us to see what is possible. 


 Will I be liable for customs duties?


GST or VAT can vary from 0% to 15% or even higher depending on your location. Please check the importing regulations for your country.

 

Will my parcel be insured?

Yes, within NZ your items will be covered up to $2000.
International deliveries will be covered up to $2000 via International Courier. We are able to arrange other courier services if required which may incur a higher postage charge but will have higher insurance value.