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:
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:
Items that are not covered will be quoted for repair.
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 and ready-to-wear jewellery (excluding special order items). If for any reason you are not satisfied with your purchase, simply return it within 30 days for an exchange or full refund. However, we do not offer exchanges or refunds for any item that has been engraved or customised in any way, or for any design that is excluded from our free resizing policy (see Resizing Policy below).
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 a Signature Larsen Ring, you will be able to exchange or claim a full refund subject to the following terms:
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 listed on our website 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
A $300 deposit is payable when booking the Wedding Ring Experience. For cancellations more than four weeks before a booking, this 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, the deposit is forfeited.
Larsen Jewellery offers one free resize for all our custom-made rings and Signature Larsen 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):
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.
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 six 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.
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.
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.
Larsen Jewellery offers a complimentary annual cleaning and inspection service for all our custom-made jewellery and Signature Larsen designs. 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:
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.
When you purchase a Larsen Jewellery item online valued at more than $1,000, we will ship your item free of charge. Please note we can only ship to residential or commercial addresses (we do not ship to PO Boxes) and we don’t ship internationally. A signature will be required upon delivery. If we are shipping to a work address, please note that it is no longer our responsibility once it has been signed for, even if it is someone other than the customer who signs.
All our packages shipped are fully insured up to the point of delivery and are tracked using Australia Post.
The parcel will not feature any Larsen Jewellery branding so there is no need to worry about the delivery giving away your big surprise.
When buying online, you have the option to pick up your order from your nearest Larsen Jewellery studio. Please be reminded that the person picking up will be required to show the credit card used for the purchase, valid ID and a copy of your order confirmation.
For returns, resizing and annual servicing, where possible, we would strongly recommend bringing your jewellery to us in person. If you do need to ship your item to us, it is important that you contact us beforehand to receive detailed instructions on how to safely ship the item.
While we do offer free shipping when delivering your online order, we kindly ask you to cover the shipping charge if returning it to us (for returns, resizing or annual servicing) and please note that it is your responsibility to ensure that it arrives safely at Larsen Jewellery. In the unlikely event that the product is faulty or not as ordered, we will reimburse any shipping costs you incur. You will also incur a shipping charge if we need to ship the item back to you.
Online orders can be paid using Visa and Mastercard credit cards. Online orders are required to be paid in full when placing the order.
In studio orders can be paid using the following payment methods:
For in studio orders, a 30% deposit is required before a job can be started. For the Wedding Ring Experience a $300 deposit is payable when booking the date for your experience. Full upfront payment is required for any 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.
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.
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.
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.