FAQs

Answers to your most frequently asked questions

Jewellery

Do you make everything in Australia?

Yes! All our jewellery is made right here in Sydney. 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.

Are all your pieces in stock and ready to send 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 get in touch before ordering.

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.

However, what you do get is top notch personalised service from a small business that’s passionate about customer happiness (we even have a 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 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 independent design markets or other events around Sydney. The best way to keep updated on our whereabouts is on FacebookInstagram and The VIP List. In fact, we recommend you follow all three!

We work from a private studio but are happy to arrange a catch up in Zetland or the Sydney CBD so you can check out some sparkly things in person.

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 can I find my ring size?

Having your finger sized by a 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. 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, 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 take 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. We’re always happy to help by providing estimated turnaround times or recommending designs that work with your timeframe.

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 you’d like written on your card.

What can you 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. While we do all we can to assist you with the process, we have no influence over the customs departments in countries around the world. If your parcel is delayed, 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 (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!

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

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 (to the original payment method), exchanged for a different item (subject to availability) or exchanged for a store credit of the purchase price. Check out the Happiness Guarantee for more information.

Return shipping is payable by the buyer or gift recipient. 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 ordering. 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?

Custom orders are created through extensive consultation and take a lot more time and work than standard production pieces. As they are 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)!

Custom orders

Can I order a custom piece like a wedding or engagement ring?

Yes you most certainly can! If you’re looking for a wedding / engagement / commitment ring, a special gift or a commemorative piece, get in touch or book a call and we’ll walk you through the possibilities. Find out more about wedding and engagement jewellery and other custom projects.

I’d like to order a custom piece. What is the process?

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

1. First, we chat by phone, email or in person to determine the direction of your design. We might ask seemingly random questions about you (or the person you’re designing for). This helps ensure the final piece is tailored to your story. If you have any ideas in mind, feel free to let us know or send inspiration photos. If not, that’s fine too! We’re just as comfortable working to a brief as we are with a blank slate.

2. Based on our discussion, you’ll receive a shortlist of our best ideas and sketches. Using them as a guide, we refine the design together until you’re happy. This is a two-way process, so always feel free to make suggestions and ask if you have any questions. The saying “there’s no such thing as a silly question” applies here!

3. Once the design is confirmed with a deposit (usually 50%), we move onto the third step, which is the most exciting part! You sit back and relax, and we get started making. Along the way, you get work in progress shots and updates as your piece comes to life. It’s a really fun way to get an insight into part of the custom jewellery process that many don’t get to see. The remaining funds are due when the ring is finished and ready to send.

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

I want to propose in secret. How do I find the right ring size?

While having your partner’s finger sized by a jeweller is the most accurate way of finding their ring size, we know this isn’t always possible! If you’re looking to design a custom engagement ring in secret, here are some sneaky ways to find their ring size without spoiling the big surprise.

If the ring doesn’t fit quite right when you propose, we’ll resize it for free. There are some instances where a ring may not be resizable and we’re happy to discuss these with you during the design process (just ask)!

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.

Cleaning and aftercare

How do I clean my jewellery?

Keep all jewellery, including silver, gold and platinum pieces, away from perfumes, cosmetics, chlorine (e.g. swimming pools) and bleach. Remove your jewellery when you exercise or work with your hands, and store it in an air-tight plastic bag or wrapped in acid-free paper. To clean fingerprints off the metal, wipe gently with a soft jewellery polishing cloth.

If you have a custom ring, and especially if the gems are held in with claws, we recommend bringing it in annually for a complimentary check up and clean to make sure the stones are secure.

How do I clean my gemstones?

Dirt can build up under gems over time and make them look dull. To bring back their sparkle, soak in warm water with a squirt of mild dishwashing liquid. Brush gently with a soft toothbrush, including on the underside of the stones. Rinse in clean water and your gems should be bright again!

If you have a custom ring, and especially if the gems are held in with claws, we recommend bringing it in annually for a complimentary check up and clean to make sure the stones are secure.

How do I remove tarnish from silver jewellery?

If your jewellery doesn’t have any deliberately oxidised finishes, keep it bright by cleaning gently with a soft silver polishing cloth. This should be enough to remove light tarnish and keep it looking shiny.

Negative/Positive pieces (and other silver jewellery with recessed areas) can be cleaned in a silver cleaning dip. Store-bought solutions can be harsh, so a one second dip is usually sufficient. If tarnish remains, continue dipping and checking regularly. Don’t dip gemstones in the solution unless the instructions on the label say this is ok. Rinse your hands and the jewellery well, and enjoy!

Remember: Don’t use chemical cleaning solutions on jewellery with a deliberately oxidised or blackened finish. See ‘How do I look after my oxidised silver jewellery?’ for more info.

How do I look after my oxidised silver jewellery?

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.

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 couple of extra days for the payment to come through. That said, many bank payments are received immediately. 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.

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