Medley Jeweler – Frequently Asked Questions
Ordering & Consultations
Q: Do you offer virtual jewelry consultations?
A: Yes! Book a private Zoom appointment with our gemologists via Concierge Service.
Q: Can I customize existing designs?
A: We specialize in bespoke modifications. Start your design journey here.
Diamond & Gemstone Expertise
Q: Are your diamonds ethically sourced?
A: Every diamond is:
✓ Kimberley Process certified
✓ Traceable to origin
✓ Conflict-free
Q: What’s the difference between GIA and IGI certification?
A: We use both, but recommend GIA for:
→ Higher resale value
→ More stringent grading
Shipping & Insurance
Q: How are high-value pieces shipped?
A: All items >$2,000 AUD include:
- Tamper-proof packaging
- Registered Brinks armored transport
- Mandatory signature
Q: What if my package is stolen?
A: Immediately contact our Security Team to initiate:
- Police report filing assistance
- Insurance claim
- Replacement protocol
Warranty & Care
Q: How do I clean my jewelry?
A: Use our complimentary:
- Ultrasonic cleaner (for diamond pieces)
- Luxe polishing cloth
- Care Guide
Q: Does the warranty cover accidental damage?
A: Our Lifetime Protection Plan covers:
✓ Prong re-tipping
✓ Stone tightening
✗ Loss/theft (requires separate insurance)
Returns & Exchanges
Q: Can I return engraved items?
A: Only if:
- Unworn/unused
- Engraving is removable
- Submit request within 72 hours
Q: What’s your exchange policy for rings?
A: Two complimentary resizings within:
- 60 days for standard designs
- 90 days for custom pieces
Sustainability
Q: Do you recycle gold?
A: Yes! Our Remade Collection uses:
- 100% recycled 18K gold
- Carbon-neutral production
- See process