Frequently Asked Questions
What methods of payment are accepted?
We accept payment via Visa, American Express, Master Card, PayPal, Shop Pay and Apple Pay. Payment will be processed at the time your order is placed, regardless of the lead time on your piece.
Can I customise my own piece? What is the cost?
Yes, we do offer custom and bespoke creations where we work one-on-one with you to design your own Alder FJ piece. The cost of customisation is dependent on the intricacy of the design and the materials required to handcraft the piece. We provide transparent pricing based on your design choices, as well as understanding your budget so we can work within this to create a truly extraordinary piece unique to yourself.
If you want to enquire further about custom designs, please email us at contact@alderfinejewellery.com.au and our team can assist you further.
How can I track my jewellery order?
Once your order is processed, you'll receive a tracking number via email. You can use this number to monitor the shipment status.
What do I do if I don't receive my tracking information/order confirmation?
In the first instance, please kindly check your spam and junk folder to see if the confirmation email appeared there.
We also kindly ask you to review the contact information provided to ensure this is up to date and correct.
Once checked, please email us at contact@alderfinejewellery.com.au and our team will be able to assist you and confirm your order.
What is the lead time for your pieces?
Considering our pieces are handcrafted to order, unless explicitly stated as 'In Stock,' please allow 2 to 8 weeks for the meticulous handcrafting and delivery of your order.
If you have any further questions or concerns about 'In Stock' pieces please don't hesitate to contact our dedicated team.
What is the production lead time for custom jewellery creations?
Bespoke and made-to-order pieces can take anywhere from 2-8 weeks after finalising the agreed upon design.
Is a rush option available?
We try to accommodate rush orders whenever possible. Please email contact@alderfinejewellery.com.au and ask about processing time and rushing the order, along with the date you would like to receive it. We will let you know right away if a rush option is available for that specific style.
Is your jewellery made to order?
Yes, the majority of our jewellery is meticulously crafted according to individual orders.
Nevertheless, we do possess a selection of pieces that are readily stocked at our Melbourne boutique.
For insights into production lead time, we kindly ask you to peruse the product description, unless the item is explicitly labelled as "in stock."
Alternatively, please reach out to us directly and email contact@alderfinejewellery.com.au and we can clarify an items availability.
What happens if there's a delay in production?
While we make every effort to adhere to the estimated production timeline, unforeseen circumstances can occasionally lead to delays. If there's a significant delay in the production of your item, we will promptly inform you, provide an updated timeline, and address any concerns you may have.
What if I have changes to my design during the production period?
We understand that creative ideas can evolve. If you have minor modifications to your design while the item is in production, please reach out to us as soon as possible. Depending on the stage of production, we will do our best to accommodate your requests while maintaining the high standard of craftsmanship.
My tracking order says its been delivered, but I don't have it. What do I do?
In the first instance, we kindly ask you to check with your reception, concierge, neighbours, and office before contacting the courier service. When you contact the courier service, it is important you ask them who signed for the delivery.
If your parcel is still missing, please contact us as soon as possible via email: contact@alderfinejewellery.com.au.
Will I be charged a sales tax?
Sales tax is only collected on orders shipped within Australia and is included in the price of the item. International orders are not charged a sales tax.
Will I need to pay custom duties and taxes?
Here at Alder Fine Jewellery we are not responsible for any Customs, Tax, VAT charges that may be associated with your jewellery piece, when being shipped internationally. All taxes associated with international orders is the sole responsibility of the receiver.
Does Alder Fine Jewellery Ship Internationally?
Yes, we do! Items in your order that are designated for shipment to countries outside of Australia may be subject to taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.
With respect to each item for which Import Fees have been calculated, you authorise Alder Fine Jewellery to designate a carrier ("Designated Carrier") to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise, process and remit your actual Import Fees for such item.
If you refuse a shipment from us, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to Alder FJ. This amount will be deducted from your merchandise refund. Please email contact@alderfinejewellery.com.au for any further questions.
Do you offer signature on delivery?
Yes, due to the nature of the pieces, we only offer signature on delivery for all domestic and international orders.
Can I ship to my PO Box?
Yes, for all orders within Australia we do offer delivery to PO Boxes.
Can I cancel my web order?
Alder Fine Jewellery will allow cancellations within 24 hours after an order has been placed. After the 24 hours following the placement of an order, the order will no longer be valid for cancellation and will be processed as ordered.
Please contact contact@alderfinejewellery.com.au as soon as you can if you wish to cancel your order.
Can I cancel or return a customised order?
Given the unique nature of customised pieces, cancellations and returns are subject to a case-by-case assessment. If you have concerns or need to make changes to your order, please contact our customer service team as soon as possible. We are here to assist you and find the best solution based on your situation.
For personalised name and date necklaces and charms we are unable to offer a refund for these pieces. These pieces are considered final sale, and are not subject to return/refund once the 24-hour web cancellation window has closed.
Please feel free to reach out to our team via contact@alderfinejewellery.com.au and they are more than happy to assist you further with any queries you have.
Does my piece come with warranty?
All Alder Fine Jewellery products are accompanied by a twelve-month warranty beginning from the date of purchase, which encompasses any defects in manufacturing. Verification of the purchase will be required.
Please kindly be aware that manufacturing defects do not encompass: damage or wear and tear, broken chains, cracked or broken stones, or deformation of earrings and rings.
Do you offer a cleaning service for my Alder FJ piece?
What is your repair policy?
How should I care for my jewellery pieces?
Alder takes pride in responsibly sourcing gold, and all its materials must meet exacting standards in order for it to be a Alder design.
Fine Jewellery is delicate and should be cared for accordingly. To preserve the lustre of your gold jewellery, please follow these care instructions:
- Avoid exposure to household bleach and other cleaning products, including perfume, hairspray, cosmetics and lotions.
- Remove your jewellery when engaging in activities such as, showering, bathing, or swimming in hot tubs, hot springs and the ocean, household and outdoor chores, and exercising at the gym or during contact sports.
- Before going to bed, lay your jewellery out flat on a fabric surface to avoid scratching and tangling.
- For necklaces, clasp the necklace when removing it to prevent it from tangling and forming a knot.
Between wearings, we recommend that you place your gold jewellery back in its Alder pouch for safekeeping.
To clean your diamond jewelry, use a soft bristle brush and dish soap and gently clean between the settings and in between the crevices to remove any debris.
How do I determine my ring size?
If you're unsure about your ring size, we offer a comprehensive ring sizing guide on our website to assist you in finding the perfect fit.
Alder FJ Diamond Education
We take pride at Alder FJ and only partner with reputable and established dealers for our diamond. We only work with natural diamonds, in which are sourced and compliant with the Kimberley process ensuring conflict-free origins.
To learn more about the process click the link here: Kimberley Process.
Are your diamonds certified?
At Alder FJ, we only use certified diamonds (0.51ct and above).
We are transparent and will provide you with the reputable diamond certifications (GIA) which is a highly recognised grading system for diamonds. This ensures authenticity and quality in your diamond treasures.
What's the 4 Cs of diamonds?
The 4 Cs refer to the diamond's cut, color, clarity, and carat weight. These factors collectively determine the diamond's quality and value.
Why should I buy a certified Diamond?
A diamond certificate provides evidence that a diamond has undergone professional assessment to determine its quality.