Answers to your most frequently asked questions


Where is your jewellery made?

We’re all about supporting local businesses and keeping production close to home.

All our jewellery is made right here in Sydney, either in the Zetland workshop or in the Sydney CBD. Most of our suppliers are also Sydney-based, which means gemstones can be personally selected for sparkle and we can ensure the quality of the materials used to make your jewels.

Are your gems and metals ethically sourced?

If you shop thoughtfully and choose treasured jewels over throwaway accessories, you’re in the right place.

We source gemstones primarily from Australian merchants, miners and cutters. These include suppliers of Australian sapphires and diamonds who restore their mining sites after use, recycle wastewater and are powered by renewable energy.

Our metals are from local providers who invest in minimising their environmental impact. Precious metals are recycled from old jewellery and industry, or sourced from Australasian mines. Environmental management plans help minimise the release of harmful substances, including state-of-the-art systems to treat air, remove heavy metals and recycle wastewater.

Read more about our approach to sustainability.

How can I find my ring size?

The most accurate way to find your ring size is to have your finger measured by a jeweller. If you’re in Sydney, you can make an appointment to have your finger sized by sending a custom jewellery enquiry. We work from a private studio in Zetland near the East Village shopping centre. If you’re a little further afield, a local jewellery store may be able to assist.

For those of you looking to propose in secret, here are a few sneaky ways to find your partner’s ring size without spoiling the big surprise.

What metals do you work with?

We predominantly make jewellery in yellow gold, rose gold, white gold and platinum. We can also source and custom make rings in metals like titanium, stainless steel and zirconium. If you’re interested in reading more about the differences between metals, check out our guides:

What's the difference between custom jewellery and the jewellery available in the shop?

The shop offers a range of beautiful designs that are available for immediate purchase (excluding products marked “custom order”). These pieces may be in stock and ready to send or may be made-to-order, which can take a little longer. Check each product listing for an approximate turnaround time.

If you’re looking for something truly bespoke, the custom design process may be just what you need. Our custom jewels are one-of-a-kind designs created around your style and your story.

Visit the shop or send a custom jewellery enquiry.


Are all your pieces in stock and ready to send?

While we have some items in stock and ready to ship, others are made especially for you once your order is received. This may take a little longer, but you’re kept updated along the way so you’re never out of the loop. Check each product listing for an approximate turnaround time.

Fairina Cheng is a small independent jewellery label. This means that almost everything – from designing to making to packaging to posting – is done in the Sydney studio. There are no giant warehouses and mass produced accessories here, and we don’t compromise quality for speed.

Instead, you get top notch personalised service from a small business that’s passionate about customer happiness (check out the Happiness Guarantee). As most items are created to order, they can be made especially to your size and customised if required. And if your jewels are in stock, we promise to post them out to you as soon as possible.

Can I modify a design in the shop?

Most of the time, the answer is yes. If you see something in the shop that you like, we can chat about customising it or using it as inspiration for a new design. Modified designs are treated as custom jewellery and are subject to the Custom Order Agreement. Find out more about custom jewellery or send a custom jewellery enquiry.

Do you offer gift wrapping?

Yes, we’d be happy to include free gift wrapping and a handwritten card with your delivery. All you have to do is add a note at checkout requesting gift wrapping. If you’d like us to write a card for you, please include your message too.

Do you sell gift certificates?

Yes, we do! Our gift certificates are electronic, which means you don’t have to pay for postage or wait for them to arrive in the mail. They’re super convenient and the gift of choice is always appreciated.

What payment options do you accept for orders through the shop?

We accept payments via PayPal, credit card and Afterpay. During the payment process, your information is securely encrypted and protected at every step of the way. We never see your bank account numbers or credit card details.

Custom orders

Where do I start?

If you have ideas or inspiration photos, email them through or book a call. However don’t worry if you don’t. We can show you some options.

Helpful information includes:

  • What gemstones or colours you might want to use
  • What metal you’re interested in (eg. rose gold, yellow gold or platinum)
  • A little about you or the person you’re designing for
  • Any ideas or stories you want included

If you have no idea what you want, don’t be afraid to write an email that goes something like this:

Subject: HELP!
Text: I have no idea what I want!

This happens more often than you might think. You may be surprised how easy it can be to turn those jumbled ideas into a design you absolutely love. Send a custom jewellery enquiry or book your complimentary call.

What's the process of designing and ordering a custom piece?

There are three steps to designing a custom piece of jewellery.

Step 1: Discuss

First, we chat online, over the phone or in person in a way that makes the design process easy, fun and stress-free. We might discuss any meaningful symbols, special memories or quirky inside jokes you can incorporate into your design. It’s totally fine if you don’t have any ideas in mind. We’re just as comfortable working to a brief as we are with a blank slate.

Step 2: Design

Based on our discussion, we might go through some examples, sketches and gemstones. Together, we refine the design until you’re happy.

Step 3: Create

The third step (arguably the most exciting part) is where your story gets translated into a highly personalised keepsake. Throughout the journey, you get work-in-progress updates as your design comes to life. It’s a fun way to get an insight into part of the custom jewellery process that many don’t get to see. From confirmation of your order, you’ll generally have your jewellery within 8 weeks (although this can vary from project to project).

Find out more about designing a custom piece of jewellery or book a call to chat through your ideas.

How much does a custom design cost?

Pricing for a custom piece can vary significantly depending on the gemstones you choose, the metal it’s made in and the complexity of the design.

We can approach the budgeting process in two ways:

  • Let us know your budget range and we’ll provide guidance on what can be achieved
  • Let us know your design preferences and we can provide an estimate based on your requirements

We’re here and happy to chat if you need help. Send a custom jewellery enquiry or book your complimentary call.

How long does it take to create a bespoke piece?

The custom design process consists of a design phase and a making phase. The design phase can take anywhere from a few days to a few weeks or more. Once the design is confirmed with a deposit, the making phase begins. Making your jewellery can take between 6 to 8 weeks (excluding shipping), although this varies depending on the design. Send a custom jewellery enquiry if you have a specific timeframe in mind.

Can you recycle the gemstones and metals from my existing jewellery?

Possibly! Creating new pieces from pre-loved jewels is a great way to turn your treasures (and their stories) into beautiful, environmentally friendly jewellery. However, there are a few things to keep in mind.

While we’re happy to work with jewellery and gemstones that you provide, it isn’t guaranteed that they can be worked into a new piece. Gemstones from previously-owned jewellery may have existing damage that isn’t visible until the stones are removed, while certain metals may not be suitable for melting or re-working. Although all care is taken, customer-provided gems and metals aren’t replaced or reimbursed if lost, stolen or damaged in our custody. Read the Custom Order Agreement for more info.

An alternative option is to trade your unworn gold jewellery in for a credit towards your custom piece. This is a great option for jewellery that you know you’ll never wear or isn’t suitable for reworking. Send a custom jewellery enquiry for more information.

What payment options do you accept for custom jewellery?

You can choose to pay for your custom piece via bank transfer (from an Australian bank account) or with any major credit card, including Visa, Mastercard and American Express.

Do you make engagement and wedding rings?

We most certainly do! We’re big fans of alternative engagement rings and love giving classic designs a unique twist. Read more about our take on engagement, wedding and commitment jewellery or send an enquiry to chat about your own story-worthy design.

Does my engagement ring have to have a diamond in it?

We totally understand why you might think so (thanks Hollywood)! But the answer is no. What’s important is that your engagement ring feels right for you. This may mean that it features a diamond, a sapphire, a pebble from the beach or no gem at all.

There are some factors to keep in mind, such as gemstone durability and practicality of the design. But your ring definitely doesn’t have to look a certain way just because society says so.

An alternative (and highly effective) approach is to determine what story you want your jewellery to tell. We show you how hereBook a call or send a custom jewellery enquiry and we can walk you through the process.

I want to propose in secret. How do I find my partner's ring size?

The most accurate way to find a ring size is to have your partner’s finger measured by a jeweller. However if the proposal needs to be kept hush hush, you can:

  1. Measure one of their existing rings, ideally one worn on the left ring finger.
  2. Ask family and friends who may already know the answer.
  3. Pretend you’re looking for a gift for a friend or sibling and take your partner shopping with you.
  4. Propose with a stand-in proposal ring. This means you can guesstimate (to an extent) for the proposal ring and get an accurate finger size measured later. This also means your partner can be involved in the process of creating their engagement ring, which some people absolutely love!

For more details, check out our guide to finding a ring size without spoiling the big surprise.

What if I order for someone else and get the ring size wrong?

In most cases it’s possible to resize a ring if you get the size wrong. If you think your ring may need to be resized, don’t place engravings, gemstones or other special features at the bottom of the band. There are some situations that could make your ring difficult or risky to resize. Send a custom jewellery enquiry for more specific advice.

What if my partner wants to design their own engagement ring?

Some people love the surprise. Some people love the deeply personal experience of creating their own unique design.

If you’re keen on a surprise proposal, consider using a stand-in proposal ring. A proposal ring is usually more affordable and can often be delivered in less time than a custom engagement ring. It also means that an accurate finger size can be taken after the proposal and your partner can play a part in designing the ring they’ve always dreamed of.

Send a custom jewellery enquiry to have your questions answered.


Do you ship outside of Australia?

Yes we do! Parcels are generally sent via trackable post, with the option of upgrading to express shipping. Custom orders can be sent by international courier on request.

In addition to shipping, remember to allow some time for your jewellery to be made to order. While some pieces purchased from the shop can be posted immediately, others may take a little time to make. Custom orders generally take 6 to 8 weeks from confirmation of the design (although this can vary from piece to piece).

To make sure your order arrives on time it’s best to plan ahead, especially around busy times like Christmas. We’re always happy to help by providing estimated turnaround times or recommending designs that work with your timeframe.

What can I do if my parcel is held up at customs?

From time to time, international packages may be held up at customs which can affect delivery timeframes. We have no influence over the customs departments in countries around the world, although we do all we can to assist you with the process. Giving your parcel a little extra time to arrive is often all that’s needed. Customs and duty fees may apply and are the responsibility of the recipient.

What is the best way to send high value jewellery?

Within Australia, we recommend sending high value jewellery via a secure courier. Secure parcels are packaged in a sealed container, transported by dedicated freight teams and unsealed in front of the receiver. Next-day and same-day delivery options are available.

International parcels can be sent via couriers like FedEx, DHL and TNT.

We’d be happy to talk through the courier options during the consultation process. Send a custom jewellery enquiry to start the conversation.

Returns and exchanges

What's your return policy?

Happy customers are why we’re in business. If you purchase a piece of jewellery from the shop and it doesn’t fit, doesn’t look like you expected or just doesn’t feel right, contact us within 7 days of receiving it to organise an exchange or refund.

Read more about how we have you covered in the Happiness Guarantee. The Happiness Guarantee covers pieces available in the shop, excluding gift certificates, sale items and any products marked “custom order”. For the terms of our custom orders, see the Custom Order Agreement.

I'm buying a gift for someone. Can they return it if it's not right for them?

In most cases, yes. All items purchased from the shop, except for gift certificates, sale items and products marked “custom order”, can be:

  • Returned for a full refund to the original payment method
  • Exchanged for a different item (subject to availability)
  • Exchanged for a store credit of the purchase price

Return shipping is payable by the buyer or gift recipient. Check out the Happiness Guarantee for more information.

Some pieces, such as those with unique stones or features, may not be replaceable or resizable. It’s always best to be sure that your size is correct before ordering. Get in touch if you need help with sizing. We’re always happy to help out.

Can I return or exchange a custom order?

Custom orders are created through extensive consultation and take a lot more time and work than standard production pieces. As they’re made especially for you, we aren’t able to accept returns or exchanges.

However (as many of our customers will tell you) it’s our top priority to make sure that each piece that leaves the studio is crafted to a high standard (and makes you do an excited jig when you receive it). Read the Custom Order Agreement for more info.

Cleaning your jewellery

How do I clean my jewellery?

To keep your jewellery in good condition, there are a few important steps you can take. Take it off when you exercise, swim, or work with your hands and avoid exposing it to chemicals such as chlorine and bleach. To clean fingerprints off the metal, wipe gently with a soft jewellery polishing cloth.

If you have a piece with claw-set gemstones, we recommend bringing it in annually for a complimentary check up and clean to make sure the stones are secure.

How do I clean jewellery with gemstones?

Over time, dirt can build up under gems and make them look dull. To bring back your jewellery’s sparkle, soak in warm water with a squirt of mild dishwashing liquid. Brush gently with a soft toothbrush, including under the stones. Rinse well, and your gems should be bright again.

We recommend bringing claw-set rings in annually for a complimentary check up to make sure gems are secure.

Emeralds, opals and pearls are fragile and need to be treated with care. Don’t use ultrasonic cleaners or harsh chemicals, and wear them gently to avoid breaking or scratching them.

How do I look after white gold jewellery?

White gold is generally plated with a fine layer of rhodium (a platinum group metal) to achieve a bright white finish. This rhodium layer can wear off over time, exposing the darker grey colour of the gold underneath. Replating your white gold jewellery is optional, however you may want to factor this into its cost over time.

Platinum may be an option to consider if you are after a bright white metal that doesn’t need to be rhodium plated. Read more about the difference between platinum and white gold.

How do I look after silver jewellery with an oxidised finish?

An oxidised or blackened finish is a surface treatment that may fade with wear. Avoid scratching or scuffing oxidised areas and don’t use silver dips or chemical cleaning solutions. You can clean the non-oxidised portions with a soft polishing cloth, being careful not to touch the blackened areas.

Have a question that’s not answered here? Get in touch and we’ll help you out.