Question 1

Where do you ship from?

Accepted Answer

Everyday pieces ship from Melbourne, where we hold them — which is what lets us send a single piece to one customer anywhere, rather than routing it through a distributor.

Question 2

Which countries do you ship to?

Accepted Answer

We ship internationally. The countries we deliver to are the ones offered at checkout — if yours is not there, write to us and we will tell you what we can do.

Question 3

Who pays import duties and taxes?

Accepted Answer

The receiver is responsible for any duties and taxes charged by their own country. These are set by your customs authority, not by us, and are not included in the price you pay here.

Question 4

What does shipping cost?

Accepted Answer

Within Australia, $7.95 standard or $14.95 express — and standard is free over $100, express free over $150. Anywhere else in the world is $19.95, whichever country you are in. It is charged once per order, not once per piece.

Question 5

How long does delivery take?

Accepted Answer

It depends on where the piece is. Each piece's page says whether it ships from Melbourne or is made to order, and the shipping policy gives the time for each.

Question 6

What if my parcel does not arrive?

Accepted Answer

We replace the piece or refund you.

Question 7

Can I return a piece?

Accepted Answer

Most pieces, yes: unworn and undamaged, within 30 days of delivery. Earrings cannot be returned, for hygiene reasons. Return postage is yours, and some ranges carry a restocking fee.

Question 8

What about made-to-order pieces?

Accepted Answer

A Radiance piece can come back unworn within 30 days, with its certificate and original packaging, less a 20% restocking fee. There is no fee if it is faulty, damaged in transit or not what we agreed — we refund in full or remake it, your choice.

Question 9

What if a piece arrives damaged or wrong?

Accepted Answer

Tell us within 3 days of delivery, with photographs, by email or on WhatsApp, and we will make it right.

Question 10

What is your silver?

Accepted Answer

Most of our silver is 925 sterling — 92.5% silver. A few Heritage articles are a different purity, and every piece states its own. Some pieces are gold-plated; a gold-plated 925 piece is still a sterling silver piece. Radiance is made in gold.

Question 11

Are your diamonds certified?

Accepted Answer

Every Radiance diamond is lab-grown and independently certified by IGI or GIA, at a minimum of G colour and VS2 clarity.

Question 12

Why lab-grown?

Accepted Answer

Our family has been in the diamond trade for twenty-five years. Lab-grown is the natural evolution of that — the same expertise and the same standards, without the ethical and environmental cost of mining.

Question 13

What gold do you use?

Accepted Answer

9K, 14K or 18K, your choice, stated clearly on every piece.

Question 14

How does a custom Radiance piece work?

Accepted Answer

It begins as a conversation. We agree the stone, the metal and the setting, and you see the price built up before anything is made. Nothing is charged until you approve the quote.

Question 15

Can I have a Heritage piece in a different size?

Accepted Answer

Yes. Idols ship in one standard size, and other sizes are made to order — tell us the height or the silver weight you are after.

Question 16

Can I talk to a person?

Accepted Answer

Yes, and you will be talking to Palak. Consultations by WhatsApp, Messenger or video call.

Shipping, returns and questions

Shipping

Returns

Materials and certification

Ordering

Shipping, returns and questions

Shipping

Returns

Materials and certification

Ordering