Company Policies

Larsen Jewellery has developed a set of company policies that reflect our high standards of customer service and workmanship, as well as our commitment to high ethical standards.

Please follow the links below to read more about our policies:

Lifetime Guarantee
Return Policy
Resizing Policy
Quotes
Product Availability
Design Change Policy
After Sale Service
Shipping Policy
Payment Policy
Customers Own Stones
General Terms
Privacy Policy
Photography and Filming of Custom Jewellery
Promotional T&Cs

Lifetime Guarantee

At Larsen Jewellery we make all our jewellery to the highest standard of workmanship. As a testament to our exceptional quality, all our jewellery is backed by a lifetime guarantee against faults in materials and workmanship.

If your Larsen Jewellery purchase has a manufacturing fault, please inform us and return your piece as soon as possible for inspection. Items that are covered by the guarantee will be repaired at no charge, provided the item has not been:

  • Damaged due to mishandling or inappropriate use (exposing your jewellery to hard blows, rough work, heavy sporting activities, etc).
  • Altered, resized, engraved or repaired by any party other than Larsen Jewellery.
  • Damaged caused by a failure to obtain repairs required to maintain the integrity of the item.

Items that are not covered will be quoted for repair.

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Return Policy

We stand behind the quality and craftmanship of our products and are committed to achieving 100% customer satisfaction.

We offer a 30-day return policy on online purchases (some exclusions apply – details listed below). If for any reason you are not satisfied with your purchase, simply return it within 30 days for an exchange or full refund. 

Our Ready to Wear jewellery (excluding special order items) purchased in-studio is also eligible to be returned within 30 days of purchase.

Our custom-made jewellery pieces are non-returnable and non-refundable, and an order cannot be cancelled after a deposit has been paid.

If you are returning an online purchase or Ready to Wear Jewellery, you will be able to exchange or claim a full refund subject to the following terms:

  • Your purchase must be returned within 30 days of your receipt of the item. For online purchases, the 30 days commences on the day your package is delivered to the destination address.
  • You must return your purchase prior to any resizing.
  • The jewellery piece must be returned unworn in its original condition. Each piece will be inspected by one of our jewellers and undergo a quality assessment.
  • Your item must be returned with all the original packaging and accompanying materials, including the invoice and all diamond certificates. Any returns which are not accompanied with the original packaging and paperwork will not be processed.
  • Purchases of round diamonds over $30,000 and other shaped diamonds over $20,000 cannot be cancelled, returned or exchanged.
  • We do not offer exchanges, refunds or cancellations for orders of any item that has been ordered with engraving or is customised in any way, or for any design that is excluded from our free resizing policy (see Resizing Policy below).

If you return your order for a refund or exchange, then your second purchase of a similar item is non-returnable (unless the reason for returning the initial purchase is covered by our guarantee).

Loose Diamonds, Gemstones and Pearls

Loose diamonds bought online can be returned for a refund or exchange within 30 days, subject to the terms and conditions above.

Other loose diamonds, gemstones and pearls cannot be returned, and an order cannot be cancelled once a deposit has been paid. We may be able to exchange the stone or pearl for you, but it is entirely at our discretion and will be assessed on a case-by-case basis.

Wedding Ring Experience

For cancellations more than four weeks before a booking, your deposit is fully refundable. If you wish to make a date change, this needs to be done at least two weeks prior to your booking. For cancellations within four weeks and date changes within two weeks of a booking, a $500 cancellation fee is payable and will be deducted from the refund of your deposit.

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Resizing Policy

Larsen Jewellery offers one free resize for all our custom-made rings subject to the terms and conditions below.

Larsen Jewellery must be contacted regarding the resize within 60 days from the date of collection at our studios or, for online purchases, from the day the package was delivered to the destination address. Any resizing required outside this time frame will incur a charge.

Most resizes can be done within two weeks. However, complicated designs may require additional time. Please let us know if your resize is particularly urgent and we will try to accommodate your deadline.

The following rings are not covered by our free resizing policy and will incur a charge if resized (some of these designs can’t be resized and need to be remade):

  • Rings that need to be changed more than three sizes bigger or smaller.
  • Rings made of titanium, zirconium and similar metals.
  • Rings with diamonds and/or gemstones set the whole way around the ring.
  • Rings that can’t be resized due to the nature of the design.
  • Designs that can result in stones coming loose and/or falling out due to being resized including rings with stones set on the inside of the ring.
  • Unconventionally shaped rings, e.g. TV shaped rings and fitted wedding bands.
  • Rings with patterns, textures, millgrain or engraving, which may need to be redone (unless there is a blank section specifically for resizing).
  • Rings made during a Wedding Ring Experience (unless we do any work to the rings after the experience that alters the ring size).
  • Some two tone ring designs (we will inform you at the time of purchase).
  • Russian style wedding rings.

Online orders

If you need your ring resized, we strongly recommend that you visit one of our studios to have your ring size measured by one of our jewellers. If you are unable to visit our studios, we can post you a rings sizing gauge to measure your finger. Please note that this method is more open to user error and may not be as accurate as having your finger sized at our studios. If an incorrect size is given to us and the ring requires additional resizing, each subsequent resize will incur an additional cost.

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Quotes

Our quotes remain valid for 14 days.

Our quoted prices are in some cases based on an estimated number of stones. The final price will depend on the actual number of stones used.

Quotes for any diamonds or gemstones that need to be imported are subject to change. If the relevant exchange rate changes by more than 2% from the date of the quote, your quote will be void and we will update the quote based on the new exchange rate.

For the Wedding Ring Experience, if your booking is more than three months from when your deposit is paid, we reserve the right to update your quote if our prices have changed.

For repairs, Larsen Jewellery is not responsible for problems that may occur as a result of poor quality materials and/or poor workmanship of any non-Larsen items. Additional charges may apply if complications arise during a repair.

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Product Availability

Whilst we seek to keep our website as up to date as possible, on rare occasions, a diamond purchased via our website will be unavailable as it may have been sold in one of our studios. In the unlikely event that you have ordered a diamond online which is not available, we will contact you immediately and recommend a suitable alternative. If we are unable to provide you a diamond of similar quality, we will offer a full refund.

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Design Change Policy

Our ultimate objective is to make sure you are happy with your piece of jewellery. We recognise that it can be difficult to visualise how the finished piece will look and that some design changes might be required along the way to achieve exactly what you want. For this reason, we give you the opportunity to make small changes to the design before any stones are set, without incurring additional costs.

There are a number of (minor) alterations that are included in our service, such as changing the finger size (see our Resizing Policy for further details), making edges more rounded, reducing the width of a ring, etc. However, if the changes are significant or the piece has to be remade, you may incur additional charges.

Once an item has been finished to the requested specifications, further changes may incur additional charges.

Please note that any customisation of a design will exclude it from our 30 day return policy.

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After Sale Service

Larsen Jewellery offers a complimentary annual ultrasonic clean and inspection service for all our custom-made jewellery. As part of the inspection, we will check the setting of any gemstones to make sure that they are secure.

The following items are not covered by our complimentary annual service:

  • Our range of ready-to-wear jewellery.
  • Items repaired or modified by someone other than Larsen Jewellery.
  • Items soldered or joined onto a non-Larsen Jewellery item, even if this work has been carried out by Larsen Jewellery.
  • Any jewellery with damage caused by the client that prevents us from offering this service.

You are required to make an appointment when dropping off your piece of jewellery at one of our studios. We would advise you to schedule the drop-off on a weekday, as availability on Saturdays is limited.

We usually need you to leave your piece of jewellery with us for 5 to 10 business days for any services. In some limited cases, and at our sole discretion, we will be able to undertake a clean and inspection of your piece over the course of a few hours on the day of your appointment. 

Polishing, rhodium plating or repairs to your jewellery will usually require 5 to 10 business days. We will advise you of the cost and timing in advance of carrying out these services.

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Shipping Policy

Click here to read our shipping policy.

Payment Policy

Online orders can be paid using Visa and Mastercard credit cards, or by direct deposit into our bank account. Online orders are required to be paid in full when placing the order.

In studio orders can be paid using the following payment methods:

  • Visa and Mastercard credit cards
  • Direct deposits into our bank account (please ask us for details)
  • Bank cheques
  • Cash

For any custom jewellery orders, a 30% deposit is required before a job can be started. For the Wedding Ring Experience a 30% deposit is payable when booking the date for your experience. Full upfront payment is required for special order ready-to-wear jewellery, all after sale services, and for diamonds or coloured gemstones brought in from overseas for a specific order.

Final payment is due on collection, however, if collection is delayed, the final payment must be made within two weeks of the agreed completion date. All goods remain the property of Larsen Jewellery, until payment has been received in full. For the Wedding Ring Experience, final payment is due on the day of your Wedding Ring Experience (even if the rings are left behind for further work to be carried out).

Receipt of a direct transfer or a cheque is not deemed to be payment for goods until the funds have been received into our account. Please allow sufficient time for funds to clear before coming in to pick up your item(s) as we are unable to release the goods until the funds have cleared.

Please take great care when entering our account details for direct transfers. Recovering funds transferred into a wrong account is a difficult, time consuming and costly process. Any payment into a wrong account is not deemed to be payment and the recovery of any funds transferred into a wrong account is the customer’s responsibility.

Larsen Jewellery does not offer laybys.

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Customers Own Stones

It is possible to use your own gemstone(s) in a custom-made piece of jewellery made by Larsen Jewellery, however we do charge a surcharge for using your own stone(s). We will need to inspect the stone(s) in person prior to confirming if it can be used, to ensure the condition of the stone(s) is suitable to be set. The surcharge covers the cost of insurance (against theft and damage) and general admin/handling whilst the stone is in the care of Larsen Jewellery.

Whilst breakages are uncommon, diamond crystals can break under enough pressure. Our jewellers will advise you if your gemstone or diamond presents any increased risk and will recommend the safest setting style for your stone. It must be understood, however, that Larsen Jewellery cannot guarantee that damage will not occur, and it is the responsibility of the customer to decide if resetting the stone is worth the risk involved. This should be taken into account with particularly fragile stones (anything that is not a diamond or sapphire) or stones of sentimental value.

Larsen Jewellery takes the greatest care in the handling of customer’s own stones, but it is not responsible for any colour change of stones that are heat treated, radiation treated, or fracture filled, etc. In the case of any other damage, Larsen Jewellery may offer a replacement stone (if a similar stone can be sourced) or to have the stone recut. Whilst every effort will be made to replace a damaged stone with something of an equivalent size and quality, we will always be limited by what material is available in the market (this is particularly relevant for rare shapes, sizes, colours and cuts). If a replacement stone is offered, the damaged stone will become the property of Larsen Jewellery.

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General Terms

Larsen Jewellery makes all reasonable efforts to display the products listed for sale on its website as accurately as possible. However, the computer monitor you use will affect the colours that you see on your screen. Larsen Jewellery cannot guarantee that your monitor’s display of any product colour, texture or detail will be accurate.

In addition, Larsen Jewellery does not warrant that product descriptions or other content are accurate, complete, current or error free. While Larsen Jewellery makes every effort to ensure that our products are described and priced accurately, in the event an item is deemed to be priced incorrectly, Larsen Jewellery reserves the right to refuse the sale of that item. If the pricing error is discovered after payment has been made, Larsen Jewellery reserves the right to cancel the sale and refund the transaction in full. If a product offered by Larsen Jewellery is not as described, your sole remedy is to return it in unused condition.

Larsen Jewellery may make changes to our policies from time to time for any reason. Any updated version of our policies will be effective from the date of posting on our website.

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Photography and Filming of Custom Jewellery

At Larsen Jewellery, we take pride in creating unique and custom pieces that reflect the individuality of our customers. As part of our commitment to showcasing our craftsmanship and celebrating the beauty of bespoke jewellery, we may, at times, photograph or film custom pieces for promotional use.

1. Surprise Custom Pieces
For custom pieces intended as a surprise, we respect the importance of preserving the element of surprise for the recipient. As such, any footage or photographs of these custom pieces will not be published until a period of 2 months from the completion of the product.

2. Protection of Customer Privacy
We prioritise the privacy of our customers and their personal details. Rest assured that, unless expressly given permission by the customer, we will never reveal customer names, addresses, or any other personal information on any platform. Your trust is paramount to us, and we are committed to maintaining the confidentiality of your information.

By engaging in the creation of custom jewellery with Larsen Jewellery, you acknowledge and agree to the possibility of your custom piece being photographed or filmed for promotional purposes, as outlined in these terms and conditions.

If you have any concerns or specific preferences regarding the use of imagery related to your custom jewellery, please contact the team at your local studio to discuss your preferences.

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Promotional T&Cs

Please click here to view our promotional T&Cs.

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We cherish being a part of the special moments in our customers' lives. Share your unique jewellery stories with us by tagging @Larsenjewellery, and you might just find yourself featured on our Instagram feed.

Talk to an expert

Sydney: (02) 9223 2006
Melbourne: (03) 9662 3005
Brisbane: (07) 3051 0839

Last Minute Gifts

Shop from our range of ready to wear gifts or contact your nearest studio for in-store purchases.

 

Ready to Wear Lab Grown Engagement Rings

Ready to Wear Fine Jewellery

Larsen Jewellery Online Gift Vouchers

   

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