Frequently asked
Answers, without the runaround.
If something's not covered below, our concierge team replies within four hours during business days.
Ordering & payment
6 questionsAll major credit cards (Visa, Mastercard, AMEX), Apple Pay, Google Pay, bank transfer, and finance options through Afterpay, Zip and our traditional finance partners.
Yes. On custom designs we require a 60% deposit to begin production, with the remaining 40% due on completion.
Yes. All payments are processed through Shopify Payments or Square Pay — both fully secure. We never see or store your card details.
All prices on the site include 10% GST for Australian customers. International orders are shipped GST-free; local duties and taxes are the buyer's responsibility.
Shipping & delivery
5 questionsIn-stock pieces ship within 2 business days, then 1–2 days express within Australia. Custom and made-to-order pieces are typically 3–4 weeks from order to delivery. International delivery is 3–7 days depending on destination.
Free express shipping on all Australian orders. Free international shipping on orders over $1,000 AUD; flat $80 fee below that.
Yes, worldwide. Most destinations 3–7 days. Customs duties and import taxes are the buyer's responsibility — we'll quote estimates before you commit.
Yes. You'll receive a tracking number via email and SMS as soon as the package leaves us, with real-time updates from the courier.
Diamonds & stones
7 questionsChemically and optically identical. The only difference is origin — lab diamonds are grown in weeks under extreme heat and pressure, natural diamonds form over a billion years underground. Lab diamonds cost 30–60% less for the same carat and grade.
Every diamond we sell over 0.5ct comes with a GIA or IGI certificate. Stones under 0.5ct (used in pavé, accent settings) are house-certified to the same grading standards.
For lab diamonds, we tend to recommend a centre stone between 2 and 3 carat. For natural diamonds, the right size is usually whatever your budget allows — we'll help you balance carat against cut, colour and clarity to get the best stone for what you want to spend.
Not in person — all our diamonds sit with our offshore merchants. Instead, we provide HD videos of each shortlisted stone rotating under controlled lighting. In practice this is more revealing than seeing a stone in person at a counter, where lighting is always optimised to flatter the diamond.
No, we don't offer diamond buybacks. This is why it's so important to take the time up front to understand the quality and the preferences you're after — so the decision is the right one from the start. We'll walk you through every trade-off before you commit.
Custom design
5 questionsAround two business days to finalise the design, then 2–3 weeks to produce. We'll confirm a timeline in writing once the brief is locked in.
Yes. We re-set inherited stones, recut damaged ones, and redesign existing pieces. We'll inspect your stone first to confirm it's suitable for the design you have in mind.
Yes — every custom piece includes a photo-realistic 3D render for your approval before any metal is cut. Changes at the render stage are free; changes after casting incur a fee.
No formal minimum, though most custom pieces start around $2,500. For smaller budgets, modifying an existing design is often more cost-effective than starting from scratch.
We can take inspiration from anything you bring us — but we won't copy a current designer's piece exactly. We'll always design something original that captures what you love about the reference.
Sizing & fitting
4 questionsCommon situation. Every Culét ring includes one complimentary resize, so we'll dial in the fit after the proposal. If you want it to fit on the day, we'll work with you to estimate based on a ring she already wears or a family member's hands.
Yes, we offer resizing on pieces from any maker. Pricing varies by metal and complexity — quoted on inspection.
Care & warranty
11 questionsYes. Every Culet piece is covered by our Lifetime Craftsmanship Warranty on the metal and our workmanship. Earrings additionally carry a Two-Year Warranty that accounts for the daily wear earrings receive.
Our warranty covers manufacturing faults only. It does not cover wear and tear, accidental damage, or loss — please read the full scope below, and insure your jewellery accordingly.
We stand behind the craftsmanship of every piece we make. For as long as you own a Culet piece, if a genuine manufacturing fault appears in the metal itself, we will repair the piece and return it to you, complimentary.
Covered:
- Defects in the metal, including porosity
- Faults in our structural metalwork — for example, a band that fails along a join we made
- Manufacturing imperfections in the metal discovered after purchase
Not covered — under any circumstances:
- Wear and tear of any kind — scratches, dents, polishing loss, gradual thinning of the band, prong wear, claw wear, dulled finishes, tarnish from skin chemistry or contact with chemicals
- Accidental damage — knocks, drops, crushing, bending, snapping, exposure to chlorine, salt water, perfume, household chemicals, or industrial environments
- Stones, diamonds, and the settings that hold them. Culet does not cover, repair, or replace gemstones, diamonds, prongs, claws, bezels, or any element of stone-setting under any circumstance. This includes stones that become loose, chip, fracture, or are lost, and any setting work required as a result. Your stones are your responsibility — we strongly recommend insuring your jewellery for the full replacement value from the day of purchase.
- Damage caused by alterations, repairs, resizing, polishing, or cleaning performed by anyone other than Culet
- Loss, theft, misplacement, or damage during travel or storage
- Damage from improper care, exposure, or use inconsistent with our Jewellery Care guidelines
- Normal resizing and routine maintenance (these are available at cost — get in touch)
Stones can loosen or fall out for many reasons — impact, wear against hard surfaces, contact with chemicals, daily wear over time, or simply being caught on clothing or hair. Because the cause is rarely traceable to a manufacturing fault, all stone-related issues — loose stones, lost stones, chipped stones, and any setting work required as a result — sit outside our warranty. This is why insurance matters: a good jewellery insurance policy covers the events our warranty cannot.
Our master jeweller assesses every claim in person. Where a piece shows wear, impact, chemical exposure, third-party work, or any stone-related issue, those will be identified during assessment and the claim will not fall under warranty. Culet's assessment is final.
Fine jewellery is worn, travelled with, and lived in. Stones can be knocked loose by impact; pieces can be lost. Our warranty does not stand in for insurance, and insurance does not stand in for our warranty — they cover different things. We recommend a standalone jewellery insurance policy (separate from home contents) that lists each piece individually with a current valuation. Independent valuations are included with every Culet piece.
Earrings are worn more often, handled daily, and built with finer components — posts, butterflies, and articulated fittings — that take more stress than other jewellery. Our Two-Year Warranty on earrings covers manufacturing defects in posts, fittings, and setting work that are not the result of accidental damage, loss, or normal wear. The same exclusions as the Lifetime Craftsmanship Warranty apply. After the two-year period, repairs and replacements are available at cost.
Get in touch at sales@culet.com.au or via our enquiry form. We'll arrange assessment, and if the issue falls within warranty, return your piece to its original condition at no cost to you. Proof of purchase is required. The warranty is tied to the original purchaser. Shipping to us is at the customer's cost; we cover return shipping for covered claims.
Warm water with a drop of dish soap, soft toothbrush, rinse. Avoid harsh chemicals, chlorine, and ultrasonic cleaners (which can loosen stones). Bring it in twice a year for a professional clean.
Showering — yes. Swimming pools (chlorine) and saltwater — best avoided. Gym, weights, gardening — take it off. The metal will scratch and the stones can come loose from impact.
Yes, we recommend it. Most home insurers cover jewellery up to a limit; for pieces above that you'll need a separate valuation, which we provide for every piece sold.
Contact us immediately with photos. If a setting fault is confirmed, we'll reset the recovered stone at no charge. Stone loss from impact, snagging, or bent claws is considered wear-related and falls outside the warranty — we'll quote any reset or replacement before work begins. We strongly recommend insuring pieces above $2,000.
Returns & resizing
4 questions30 days from delivery for in-stock pieces, unworn and in original packaging. Custom and engraved pieces are non-returnable — but we will always work with you to fix any issue.
Yes, within 30 days for in-stock pieces. Custom pieces can be redesigned with us in-house, with the cost difference negotiated case by case.
Usually 2–3 business days in the workshop, plus shipping each way.
For Australian customers — free both ways. International returns, you cover return postage; we cover the re-ship if exchanged.
Still got a question?
Ask us directly.
Our concierge team is available 7 days a week. Most queries answered within 4 hours.