FAQs

Answers to your most frequently asked questions

Jewellery

Do you make everything in Australia?

Yes! All the jewellery you see here is handcrafted and hand finished in our Sydney studio. In addition, most of our suppliers are local, which allows us to personally select gemstones for quality and keep turnaround times as snappy as possible.

Do you have everything in stock and ready to ship immediately?

While we do have some items in stock and ready to ship, others are made especially for you once your order is received. This may take a few days, but don’t worry, you’ll be kept updated along the way. If you have questions about turnaround times for specific products, feel free to contact us!

Fairina Cheng is a small independent jewellery label. This means that everything – from designing to making to packaging to posting – is done in the Sydney studio. We don’t have giant warehouses and mass produced accessories, and we don’t compromise quality for speed.

However, what you do get is top notch personalised service from a small business that is passionate about customer happiness. As most items are created to order, they can be made specifically to your size and customised if required. And where the items are in stock, we promise to post them out to you as soon as we can!

Can I find your jewellery anywhere else?

Our home is right here in the shop and it’s open 24/7! But sometimes you can find us at the Finders Keepers Market or other pop up shops around Sydney. The best way to keep updated on our whereabouts is on FacebookInstagramPinterest and The VIP List! In fact, we recommend you follow all four!

Do you sell gift certificates?

Yes, we do indeed! 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 currency is your jewellery listed in?

We’re located in Sydney, Australia and all our jewellery is listed in Australian dollars.

How do I look after my jewellery?

With the right care, it’s possible to maintain a beautiful finish on your jewellery.

Silver, gold and gemstones
All unoxidised silver, gold and gemstone jewellery can be cleaned gently with a soft polishing cloth. If necessary, wash with a soft toothbrush in a warm soapy bath made with mild liquid detergent.

If your silver is heavily tarnished or has recessed areas that are hard to clean, a silver cleaning dip can bring it back to a bright finish. However please note that these solutions can be harsh. The instructions may tell you to soak your jewellery for longer, but usually a one second dip is sufficient. If tarnish remains, continue dipping it quickly and checking on it regularly until the tarnish is removed. Rinse well, read the warnings on the label and avoid getting the solution on your skin.

Oxidised or blackened silver
If your jewellery is oxidised, you can carefully clean the silver portions with a soft polishing cloth, being careful not to touch the oxidised areas. Please note that oxidisation is a surface treatment and may fade with wear. Do not use silver dips or chemical cleaning solutions.

And finally, store your jewellery in an air tight plastic bag or wrapped in acid-free paper when you’re not wearing it. If you have any questions about jewellery care, just ask!

How can I find my ring size?

Having your finger sized by a professional jeweller is the most accurate way of finding your ring size. However if you do need to do this at home, this ring sizing chart might come in handy!

You may be here because you’re looking to purchase an engagement ring for your partner. Here are some sneaky ways to find their ring size without spoiling the big surprise!

Feel free to drop us a line if you need any help with sizing.

Shipping and packaging

Do you ship outside of Australia?

Yes we do! All international deliveries are sent via Australia Post or DHL eCommerce, which means your order can be posted almost anywhere in the world.

In addition to shipping, do remember to allow some time for your jewellery to be made to order. While some items purchased from the shop can be posted immediately, others may require between 3 to 10 working days to be made. For custom orders, please allow 4 to 8 weeks from confirmation of the design.

To make sure your order arrives on time it’s always best to plan ahead, especially around busy times like Christmas!

Is my order trackable?

All orders above $100 in value are sent via a trackable shipping method through Australia Post or DHL eCommerce. A tracking code will be provided once your parcel goes in the post so you can track it on its journey. Orders under $100 in value are flat packed and sent without tracking via Australia Post.

How is your jewellery packaged?

All items above $100 are packaged in a branded Fairina Cheng jewellery box, while orders under $100 are packaged in a linen pouch.

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 and include the message that you would like written on your card.

What happens if my order is delayed at customs?

From time to time, international packages may be held up at customs which can affect delivery timeframes. If this happens, we just have to exercise a little patience and trust that the order will be delivered soon. Customs and duty fees may apply and are the responsibility of the buyer.

Returns and exchanges

What is your return policy and process (aka The Happiness Guarantee)?

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. Easy!

A vast majority of our customers are overjoyed when they receive their jewels and we don’t get asked for returns or exchanges often. But in case things don’t work out, the Happiness Guarantee is how we’ve got you covered.

The Happiness Guarantee covers pieces available in the shop, excluding gift certificates and any orders marked “Custom order”. For the terms of our custom orders, see the Custom Order Agreement.

If you’ve decided you no longer want what you’ve ordered, it may be for one of two reasons:

  • You may have changed your mind and decided it doesn’t suit you: In this case, contact us within 7 days of receiving your order and we’d be happy to exchange it or process a full refund of the purchase price via the original payment method. All you’d have to do is cover shipping both ways.
  • You may have received a piece that is not as described or is faulty: In this case, contact us within 7 days of receiving your order and we’ll also happily exchange it or process a full refund of the purchase price via the original payment method. Exchanged items will be re-delivered free of charge to the original shipping address.

To make the experience as smooth as possible, please make sure that:

  • Items are safely repackaged and posted back to us, unused and in their original condition (including branded boxes or pouches)
  • Orders that were originally sent to you using a registered or trackable postage option are returned via an equivalent registered or trackable postage option.

Return shipping is the responsibility of the buyer, however check out PayPal’s Refunded Returns program to see how you can also get return shipping for free. Win-win!

A few things to remember: The Happiness Guarantee excludes gift certificates and custom orders. Our custom orders are created through extensive consultation and take a lot more time and work than standard production pieces. As they are made specifically for you, we aren’t able to accept returns or exchanges. However (as many of our customers would 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)!

Also note that some pieces, such as those with unique stones or features, may not be replaceable or resizable. If this is the case, we’ll walk you through some alternate options.

If you experience any issues with your order, remember that we’re here to help! We’ve been in your shoes, and this is how we would like to be treated as a customer. If you have any questions, get in touch!

I'm buying this for someone as a gift. 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 and custom orders, can be returned for a full refund, exchanged for a different item (subject to availability) or exchanged for a store credit of the purchase price.

Return shipping is payable by the buyer or gift recipient and shipping costs will apply for postage of the exchanged or replaced items. But never fear – Check out with your PayPal account and you might qualify for free returns through PayPal’s Refunded Returns program!

Please note that some pieces (such as those with unique stones or features) may not be replaceable or resizable. It’s always best to be sure that the size is correct before proceeding with the order. If you’re uncertain, there are a few options: Check out our ring sizing chart, consider a gift certificate or get in touch and we’ll help you out as best we can!

Can I return or exchange a custom order?

Our custom orders are created through extensive consultation and take a lot more time and work than standard production pieces. As they are made specifically for you, we aren’t able to accept returns or exchanges. However (as many of our customers would 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)!

Custom orders

Do you make wedding, engagement and other custom jewellery?

We most certainly do! If you’re looking for a wedding ring, engagement ring or a special commemorative piece, get in touch or book a call and we’ll walk you through the possibilities. Find out more about designing custom wedding and bridal jewellery.

Can I modify an existing design from your shop?

Most of the time, the answer is yes! Because our jewellery is made to order, we can offer some flexibility with existing designs. We can make custom chain lengths to suit you, craft pieces in gold instead of silver, include additional features and more. Shoot us a message or book a call to chat about design options.

Payment options

What payment options do you accept on the website?

We accept payments via PayPal, credit card and Afterpay. Easy!

Are my details secure?

Most certainly! During the payment process, your information is securely encrypted by PayPal, Stripe or Afterpay (depending on which payment option you choose) and protected at every step of the way. We never see your bank account numbers or credit card details.

Do you have any other payment options?

If your bank is in Australia, we’re happy to process payments via bank transfer. Note that your order won’t be made or posted until we receive your payment in our bank account, so make sure to allow a few extra days (in addition to the processing and shipping time) for the payment to come through. To organise payment via bank transfer, just shoot us a quick email!

Remember to include:

  • Links to the products you want to order
  • Details such as ring or bracelet sizes if applicable
  • Your shipping address

We’ll be in touch within 24 hours to confirm payment details.

Have a question that’s not answered here? Contact us and we’d be glad to help you out!

Send my $10 gift to...

{"cart_token":"","hash":"","cart_data":""}