Terms and Conditions
After care service
Shop Items (online shop or studio):
Include a complimentary ultrasonic clean and gem check for the first year after purchase. Re-polishing and rhodium plating will be charged accordingly and a cost for this will be advised before going ahead. To keep your piece looking as-new we recommend polishing/plating your jewellery every 1 to 3 years. If the jewellery and/or gem setting needs repairing, we’ll assess the work required and supply a quote. To meet our warranty terms, jewellery bought from our shop requires that it be brought into us to be checked yearly. After the first year complimentary clean and check, it will cost $50 each time. See ‘Warranty’ for further information.
Include a complimentary ultrasonic clean and gem check for the life of the piece. Re-polishing and rhodium plating will be charged accordingly and a cost for this will be advised before going ahead. To keep your piece looking as-new we recommend polishing/plating your jewellery every 1 to 3 years. If the jewellery and/or gem setting needs repairing, we’ll assess the work required and supply a quote. To meet our warranty terms, bespoke commissions require that they be brought into us to be checked yearly. See ‘Warranty’ for further information.
Over the life of your jewellery, just like any product, it will require some maintenance due to wear and tear. If the item has gems, the setting may need tightening or repairing to prevent gems becoming loose or even falling out. We can quote on any repairs or maintenance. If the item has not been brought to us for a yearly check, no responsibility will be taken by Zoe Pook Jewellery for any gems lost or broken jewellery.
Remodelling client- supplied gold/jewellery
In the case that we may use gold supplied from client’s own jewellery, a waiver will be in place. Due to the client’s existing jewellery that they would like us to melt down being made by someone else, there is no way of knowing the alloys used or other components present in the jewellery. This may cause some difficulties when melting and refining the gold for use. Occasionally after refining old/recycled gold it may change colour or it may become too hard to work with. In this instance we will advise you of what’s happening and discuss different options with you. We will not use the gold if during this process we discover it may compromise the integrity of the final piece. If the only issue is the colour variance, a solution offered to you may be plating in your desired gold colour. The upkeep of this plating will be at your expense.
We will have a consultation with the client and provide a preliminary quote based on the concept discussed. Note: the final price will most likely vary after finalising the design and gem choices. Bespoke commissions require a 25% deposit after the initial quote has been provided, in order for us to proceed with the design process. If the client has a change of mind after designs have been done, we may refund a portion of the 25% deposit less the cost of time spent designing and consulting. Once a design is finalised with the client, another 25% deposit is due to confirm the commission. The remaining 50% balance will be due at the completion of the piece. After the 50% deposit is received and the ring has been started (or completed), there is no refund or exchange for change of mind. We will be happy to discuss any changes a client might like to make however these will be at the client’s expense.
For bespoke commissions, if the ring sizing is initially done by us we offer one free resize. The offer of a free resize is only if the ring is brought back for resize within a reasonable amount of time which is at our discretion. If size is supplied by other sources there will be a minimum charge of $160 to resize the ring. A cost will be advised before going ahead.
For shop items (ready to buy), if the ring needs resizing there will be a charge and the cost will be advised. The cost may vary depending what metal the piece is made from.
Refunds and exchange
Bespoke commissions – we do not offer refunds or exchange on bespoke commissions.
Gems – may be refunded if returned within 14 days in the same condition and packaging.
Shop jewellery – may be refunded if returned within 14 days in the same condition and packaging.
Any items made by Zoe Pook Jewellery will be repaired free of charge within the first 5 years, if the issue is a defect caused by faulty materials or workmanship, excluding items listed below.
Items not covered by warranty:
Any items repaired or modified by anyone other than Zoe Pook Jewellery.
Any jewellery deemed by us to have been mistreated and used in a manner that was likely to cause damage or used/worn in a manner which it was not intended for.
Gem settings and jewellery that have not been brought to us for a yearly check.
Any jewellery not made by Zoe Pook Jewellery.
Any jewellery that we were commissioned to make using client’s own metal.
Any jewellery not made by us, that we were asked to repair by the client.
Oof! That was heavy wasn’t it? Well done if you reached the end. Whilst all that legal stuff is important, remember we aim for happy clients always.