Frequently Asked Questions
Our General FAQ's endeavour to answer the most commonly asked questions from our clients. If you have questions about our Bespoke Process, please see our Bespoke FAQ's here.
Where is your showroom located?
Our showroom and studio is located on the Northern Beaches of Sydney, Australia. See our address details and opening hours here.
Do I need an appointment to come to the showroom?
Customers are more than welcome to visit our showroom without an appointment at any time. However, if you are coming to view something specific, or if you wish to discuss a bespoke piece or something special such as wedding bands - we always prefer to book you an appointment, just to ensure that the right person is here to help you, and that we can create a special, one-on-one experience for you. You can request a consultation here.
How do I find my ring size?
You can order our ring sizer here, to be delivered directly to you to measure your size at home. We have also created a helpful video, detailing ways to find not only your ring size, but that of your partners. You can view this video on our IGTV here.
You can always visit our Avalon Showroom, and our team will be more than happy to assist. If you are unable to visit us, being professionally sized by your local jeweller is always a good option where possible - just ensure to be given a size in Australian sizing, as well as an inside diameter measurement of the ring sizer - as these tools can vary between jewellers.
Always remember that your hands will be different sizes, so a ring that fits your right-hand ring finger, may not always fit your left hand.
How does the sizing for men’s rings and signets work?
With men’s rings, specifically wedding rings, choosing the right size is very important. We always recommend that our customers get professionally sized where possible, and also specify to the jeweller measuring them what the width and depth of the ring they have selected is (these measurements can be seen on the product listing of each of our pieces). It’s important to allow extra size for wider surface area rings.
On our product pages for men’s wedding rings and signets, you will see them broken down by size bracket, this is due to the effect on the metal weight and subsequent price dictated by the ring size. Once you have the correct size for your ring, choose the size bracket which contains your size and specify your accurate size in the sizing notes section as you place your order.
What happens if I order the wrong size?
Depending on the design, most of our pieces are able to be resized within a certain range. Even in the case that a resize is impossible, there are options available to accommodate the necessary changes. If you have received your ring and you have ordered the incorrect size, the first thing to do is to establish your correct ring size in Australian standard sizing, either by visiting us or a local jeweller. Once you have this, contact our studio team to organise how best to resize your ring to fit. Straightforward resizes take between 1-2 weeks.
How long will it take to get my piece?
All of our pieces are handmade to order by our small team of jewellers. Production times vary depending on the piece - you can see the specific production time for each piece in the product details. Production times are approximate and are subject to change or delay. If you need your piece by a particular date, please make us aware prior to ordering. Please keep in mind that shipping timeframes do not include production time.
I need my piece in a hurry, what can I do?
As all of our pieces are made to order, its challenging for us to guarantee an urgent delivery timeframe. The best thing to do is to call our showroom directly on +61 9443 2426, to see what we have in stock for immediate delivery, or to discuss your timeframe with our production team. We always recommend reaching out prior to ordering to ensure we can fulfil your order within the timeframe you require. We also have a network of stockists that carry a wide range of our everyday collection pieces, for a full list of stockists, see here.
Do you ship internationally and interstate?
We ship Australia-wide and worldwide. For our shipping options, prices and timeframes, see our shipping information page here. All shipping options require a signature upon delivery and are fully insured.
Australia-Wide Shipping Options
Express Australia Post eParcel | Flat-Rate $20 | 1 - 3 business days
Express Secure DHL Shipping | Flat-Rate $55
Delivery can vary between 1 - 5 business days depending on the location's proximity to a metro area. Please note that if you are not located within a DHL catchment area the shipment will be passed onto a third party delivery courier. DHL is still fully liable for the package and the package is still fully insured.
International Shipping Options
Standard International Shipping with Signature | Flat-Rate $35AUD | 5 - 12 business days
Express Secure DHL International Shipping | $50AUD - $75AUD | 3 - 7 business days
Express Secure FedEx International Shipping | Flat-Rate $150AUD | 1 - 5 business days
How long will it take to receive my order?
Production time varies from piece to piece. You can find the specific production time for each piece in the product listing under Production and Delivery. Please note, production times are approximate and are subject to change or delay. Shipping timeframes do not include production time.
Is my order insured in transit?
All of our shipping methods are fully insured so your pieces are covered whilst in transit. Every parcel is required to have a signature upon delivery, and you will be responsible for signing for the receipt of your package. Once the piece is signed for, it is no longer considered in transit and is therefore no longer insured.
Will I have to pay duties and taxes?
Occasionally, dependant on the recipient country and the relevant import laws, duties and taxes may be payable. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. We always recommend checking local regulations surrounding this as it varies between states and countries.
Are your pieces sustainably made?
At NMJ, we take great care to ensure that all of pieces are produced with a focus on sustainability and ethical practice. Producing all of our pieces in house gives us complete control over the entire process, from sourcing and production to setting, finishing and packaging. To find out more about our sustainability efforts, visit our Sustainability page here.
Are your diamonds sustainably sourced?
All diamonds we source are GIA certified, and are sourced only with the explicit guarantee that they have been mined and cut in line with UN regulated guidelines regarding ethical and sustainable practise. To find out more about diamonds, see our Diamond Guide here.
Are your diamonds certified?
All diamonds in our bespoke work are GIA certified, and where listed as a GIA certified feature diamond on an online piece, the stone will come with a GIA certification. Small accent stones and rose cut diamonds do not come with GIA certificates. To find out more about diamonds, see our Diamond Guide here.
Where are your pieces made?
We handcraft all of our pieces in our Avalon Beach studio, which is located on the Northern Beaches of Sydney, Australia.
What is the difference between 9ct, 14ct and 18ct?
The carat grading of gold refers to the percentage of pure gold in the alloy, with 9ct being 37.5%, 14ct being 58.5% and 18ct 75% pure gold. The different alloy mixes effect the colour, hardness and durability of the piece, which should be taken into account when deciding which alloy to choose. Different alloys are better suited to different pieces, our team of jewellers can answer any questions you may have regarding this.
How we work
Do you do remodelling?
Unfortunately, we do not remodel existing jewellery.
Do you work with customer supplied stones?
Unfortunately, we do not work with client sourced stones. If you have a specific type of stone or gem that you were hoping to use in a bespoke piece, please email our team at email@example.com so we can look into the possibility of sourcing one for you through our trusted suppliers.
Do you work with heirloom jewellery/stones?
At this stage we are unable to take on client sourced stones or existing jewellery. We are so honoured that you thought of Natalie Marie for such a significant piece and while we sadly can’t help you with this one, hopefully we can work together in the future to make you something beautiful.
What does vintage mean?
Each year, we curate a selection of vintage jewellery pieces via our antique jewellery collector. These vintage pieces date as far back as Edwardian times and are unique and special, they are sourced from all over the world, predominantly Europe. Vintage pieces carry a particular charm in that they hold a story, steeped in mystery where they have been pre-loved and handed down, often having travelled across oceans to find a new home. They also pay homage to traditional gold and silversmith techniques. These pieces are also considered post-consumer recycled, meaning that they offer a positive avenue from a sustainability perspective. To learn more about our vintage collections, and how our team restore these pieces, see here.
What is a One of a Kind?
Our One of a Kind collection features a variety of uniquely designed jewellery pieces that are available for immediate purchase/shipping. These range from engagement and cocktail rings, wedding bands, to earrings and necklaces, and are designed in-line with our specialised bespoke process. They feature specifically sourced, unique stones and exceptional design elements that our design team combine to create an exclusively individual piece. Once sold, these pieces are no longer available, as only one of each exists, however similar pieces can be recreated through our bespoke service.
Do you offer payment plans?
We currently offer Afterpay on our online for purchases under $2,000, with bespoke we do offer partial payment. Payment plans are available on a case by case basis. Contact our team for details.
Returns, Care and Warranty
Can I return my order?
As each piece is custom made to order, we are unable to offer refunds. Due to this, please take extra care when selecting your Natalie Marie piece. Only pieces purchased directly from the showroom floor without alteration are able to be returned, in their original packaging, unworn, within a 7 day period.
How would I send my piece back to you?
If you need to return your piece for some reason, you will need to contact our studio team to let them know beforehand so that we are prepared to receive it. Once we have confirmed the return process based on the individual scenario at hand, you will be responsible for returning the piece to us. You will need to package the piece/s in the original box or other sufficiently protective packaging to ensure their safety in transit and prevent any damage. You will also need to ensure that the piece is covered by insurance in transit by the courier, and that it is required to be signed for on delivery. NMJ can take no responsibility for incoming packages while they are in transit. Once your piece has arrived safely and been processed, our production team will be in touch to confirm next steps.
Are your pieces under a warranty?
For online purchases, Natalie Marie covers the cost of reasonable repairs under normal wear for the first six months after purchase. If a piece shows signs of improper care or is damaged in a way resulting from something other than normal wear, we will repair the piece at cost. An estimate of the repair can be given prior to the repair. Customers are responsible for return shipping costs. After six months, we will repair pieces at cost.
Bespoke pieces are under a lifetime warranty for any product or manufacturing fault. Any necessary repair of bespoke pieces which is not considered to be the result of a product fault will be assessed on a case by case basis. We offer stone tightening (in an undamaged ring) at no charge and recommend annual servicing of our bespoke rings.
Please note that if any other jeweller undertakes work on one of our pieces, including resizing or repairs, this warranty will be voided. We strongly recommend returning to us for repairs and resizes, we do not take any responsibility for repairs or resizes undertaken by other jewellers. Resizing is at cost and is quoted on a case by case basis.
Do you recommend insurance?
Insurance is vital for precious pieces, especially where the value exceeds $5000. We recommend that you insure your piece/s are covered for loss, accidental damage or theft. Independent valuation can be organised on completion of your piece prior to delivery on request. We recommend keeping an up to date inventory of your jewellery collection including images and valuations, in the unfortunate case that something does go missing. Always store your jewellery carefully, in a fabric or leather lined box and never leave in an unattended car.
How do I best look after my piece?
Our care guide can be found here, and will also be delivered alongside any piece purchased online. This offers comprehensive guidelines on how to look after all NMJ pieces.
Do you have any tips on how to best care for my jewellery?
A simple way to keep your pieces as clean as possible is to remove them while washing your hands and showering. Instead of cleaning your pieces this actually causes a build-up of soap and the oils from your skin, as they get trapped in the details of your piece, such as under the settings or in the tiny links of your chain, and this build up can attract more dirt and oils later and means that your piece will get much dirtier much faster. You should also always remove them when applying any creams, lotions or perfumes, as these will also create a build-up of sticky, dirt-attracting residue on your pieces.
Tips for cleaning your jewellery can also be found on our How-To Clean Your Jewellery video, found on our IGTV here.
Is the cleaning process the same for non-stone pieces?
You can absolutely clean your non-stone pieces the same way as seen in our How-To Clean Your Jewellery at Home IGTV (found here). We would encourage that you take extra care with chain so as not to catch or pull the piece.
How often should I clean my jewellery at home?
To learn how to clean your jewellery at home, please watch our How-To Clean Your Jewellery video, found on our IGTV here.
There’s no specific time when your piece will need cleaning - it’s really based on the piece and how you wear it. If you wear a piece everyday it will need cleaning more regularly than a piece you only wear on occasion. Generally, if your piece has settings or lots of intricate detail with more spaces and little tight areas for dirt to build up in then it will need cleaning more frequently than something simpler in design. If you have a plain band with no stones then it will probably never need to be cleaned, as there’s nowhere for dirt to adhere to. The best thing is to go by eye and clean your pieces when you notice them losing their sparkle.
How do I avoid my silver jewellery from tarnishing?
Over time, any sterling silver piece will be prone to tarnishing due to the moisture and sulphur in the air that reacts to the copper in the metal. This is a completely normal occurrence and easy to maintain with a little extra care. Products like perfume, hairspray, deodorant and moisturisers can all contribute to your silver piece tarnishing, so avoid contact wherever possible.
Storing your silver jewellery in a cool, dry place out of the sun, cleaning and taking extra care to ensure the piece is dried well and thoroughly will all help keep them nice and shiny. Wearing your silver jewellery more frequently will also actually help avoid tarnishing, as the oils in your skin prevent the alloys in the metal from oxidising.
What stones require extra care when cleaning and are there any stones I shouldn't clean at home?
We advise that stones such as emeralds, pearls, opals and moonstones should only be cleaned by our professional jewellers. These stones are classified as high care and it’s best to avoid hot water, soaps and chemicals, as coming in contact with these can cause issues such as discolouration and damage to the clarity and structure of the stones. We also encourage that our Herkimer pieces be cleaned in house. If in doubt, please get in touch and we can advise from there.
Can I send or drop off my piece for the NMJ Team to clean?
We offer complimentary ultrasonic cleaning however we also offer a full clean, polish and service which can be organised and quoted by our team.
For all bespoke and One of a Kind pieces this is a complimentary annual service, which we recommend to ensure the longevity of the pieces - it’s a great opportunity to take advantage of for a special event or occasion, so that you can have your pieces sparkling and looking like new!