How long will it take to receive my purchase?
Each of our pieces are crafted to order. In the product description for each style, we provide an estimate production time, i.e. 3-5 business days, or will advise if an item is available for immediate dispatch.
I need my order urgently. Can you get it to me sooner?
Although we cannot make any guarantees, if you need your order urgently, please contact our team on +61 (07) 3252 1804 during Australian business hours (Brisbane QLD GMT+10 AEST), or via email on firstname.lastname@example.org, and we will do our best to fulfil your order asap.
Can I change my order details after it has been placed?
If your order hasn’t been dispatched yet, we are able to amend your personal details, such as your shipping address. Unfortunately, we cannot alter the contents of your order in any way, such as changing size, or adding products. To do this, we will need to cancel your order, and you will have to make a new order with your desired amendments. Please contact our Customer Care team via email@example.com to confirm.
What methods of payment do you accept online?
We accept Visa, Mastercard, American Express, PayPal, and AfterPay.
Do you offer AfterPay?
Yes we offer AfterPay online, and in-store.
My AfterPay isn't working at checkout. What should I do?
Firstly, please check that you are inputting your email address at the start of the checkout process and not your phone number, as AfterPay is linked to your email. If doesn’t work, we recommend contacting AfterPay on 1300 100 729 for Aust, 0800 461 268 for NZ, and 855 289 6014 for USA customers for assistance.
Do you sell gift cards, and can I use them in-store too?
We do sell gift cards! You can purchase them online and in store for your desired value. If a gift card is purchased online, you can only use it for online purchases. To purchase a gift card for in-store use, please contact either our Brisbane or Sydney boutiques.
Do you offer discounts or promotions?
At Natasha Schweitzer, we generally do not discount our products as they are crafted to order. If we do offer a discount or sale promotion, we will advise customers via our newsletter and social media channels.
How do I find out the status of my order?
When you have placed your order, you will receive an order confirmation via email or text with the details of your order. If you order contains styles that are listed as “crafted to order” in the product description on the website, please refer to the production time listed i.e. “5 business days”. Once your order has been made and is ready to be dispatched, you will then receive an email or text notification with the tracking information. Please contact our Customer Care team on +61 (07) 3252 1804 during Australian business hours (Brisbane QLD GMT +10 AEST) or via firstname.lastname@example.org if you have any questions.
I didn't receive an order confirmation and/or tracking information. What should I do?
Firstly, please check your SPAM/Junk folders on your email, as sometimes our order confirmations can appear there. Otherwise, please ensure the contact information you gave us to ensure it is up-to-date and correct. Once checked, please email our Customer Care team at email@example.com and we will be able to assist you and confirm your order.
Do you provide tax invoices for online orders?
If you have provided your email address with your order, you will receive an automatic email with the tax invoice/receipt for your purchase. If you have only given us a mobile number, we are unable to send you the tax invoice via SMS. Please contact us via firstname.lastname@example.org with your name, email, and order number, and our team will be able to provide you with your tax invoice.
How do I track my orders?
Our shipping confirmation email or text notification will advise you of your parcel's courier and tracking number. Please use this to track your order via the respective courier's online tracking service. For all international orders, we will use either DHL or Australia Post - although we may use Australia Post, we advise you to track your order via your national postal service once your parcel has arrived in your designated country, as they will alert you of any custom/duties that may need to be paid, and will also deliver your parcel.
Do you ship to PO boxes?
Yes we ship to PO boxes within in Australia.
Do you offer in-store pick-up?
Yes, we offer an in store pickup option from our James Street boutique in Brisbane and our Paddington boutique in Sydney. You can select this at the beginning of the checkout process under “Order Notes”. Please note, the same production time applies for in store pickup orders, as it does for orders that are posted.
I selected in-store pickup as my delivery option. How will I know when to come in store to pick up my online order?
When your order is ready to be picked up in store, you will receive an email or text notification saying your order is ready. If you have given us your email, we will also endeavour to send you another email with our James Street or Paddington boutique opening hours.
Do you offer signature on delivery?
Yes, for an extra $2.95 AUD we offer signature on delivery for all domestic orders. Please contact our Customer Care team on + 61 (07) 3252 1804 during Australian business hours (Brisbane QLD GMT +10 AEST) or via email@example.com to organise. Please note, all international orders have signature on delivery.
Will I need to pay custom duties and taxes?
Please note our pricing does not include overseas custom duties or taxes that may incur. Please check with your federal government to see what your import duties and taxes are.
My tracking information says my order was delivered but I don’t have it. What should I do?
Please check your reception, concierge, office, neighbours, and front of house before contacting the courier service. If you opted for signature on delivery, please ask the courier service who signed for the delivery. If your parcel is still missing, please contact our Customer Care team at firstname.lastname@example.org
Is your jewellery made to order?
Yes, our jewellery is made to order in our Brisbane studio. However, we do have some items available in-stock, so please refer to the product description of the item for the estimated production time.
Where are your pieces made?
All Natasha Schweitzer pieces are handcrafted by our select team of Australia’s most talented jewellers and gemologists in our studio in Brisbane, Queensland, Australia.
Is your jewellery nickel free?
Yes, all Natasha Schweitzer jewellery is nickel free.
What is your returns policy?
We will happily exchange an item for a different size within 14 days of receiving the item. Please note size exchanges for gold and silver rings may incur a fee. Postage to send an item back for an exchange will be at the customer’s own expense.
Due to hygiene reasons, please note that earrings cannot be exchanged or refunded.
Exchanges and refunds will also not be given on any discounted designs purchased. Refunds will not be accepted simply for change of mind. Please consider this prior to placing your order. Please do not hesitate to contact our Customer Care team at email@example.com for any questions you may have before making a purchase.
How do I return an item?
Please contact our Customer Care team at firstname.lastname@example.org to request a return or exchange with your order number and information. Our team will then provide with you an RMA number and form to fill out, and advise you of the appropriate steps to take. For hygienic reasons, we do not offer returns on earrings.
I ordered the wrong item/size. What should I do?
Please contact our Customer Care team at email@example.com and quote your order number. Our team will assist with your request, and advise of the next steps. Please note size exchanges for Gold and Silver rings may incur a fee. For hygienic reasons, we do not offer returns on earrings.
Do your items come with a warranty?
All Natasha Schweitzer items come with a six-month warranty from the purchase date (proof of purchase must be provided), covering all manufacturing faults. Please note, manufacturing faults do not include: damage or wear and tear, oxidised or fading plating, broken chain, cracked or broken stones or pearls, or bending of rings or earrings etc.
My item is broken. Can you fix it?
Our talented studio team can repair almost all pieces back to their original state. Please contact our customer care team at firstname.lastname@example.org advising us (with photos) of what you need repaired. We will advise you to send the piece/s back to us, where it will be passed onto our studio team for their assessment. Once assessed, we will be able to provide you with a description of the repair, including a quote. Repairs can take between 7-10 business days. Please note, postage to and from is to be paid by the customer.
Do you offer a cleaning service?
Yes, please drop your items into either our James Street or Paddington boutique, or contact our Customer Care team at email@example.com to organise a cleaning service. If styles can be polished by our team in-store, this service is complimentary. If styles are needing re-plating/extra cleaning, there will be a fee for this.
My gold plated jewellery has tarnished/worn off. What should I do?
For plated jewellery, please note that due to the delicate nature of gold plating, and the frequency of wear, pieces will naturally tarnish and need re-plating every so often in order to maintain their original appearance. Plating rubbing off or tarnishing is not considered a manufacturing fault. We offer a polish and re-plating service for our gold plated jewellery, which can be done annually or when you see fit. Please contact our Customer Care team at firstname.lastname@example.org for more information on this service, or you can read about our Jewellery Care here.
My solid gold jewellery has tarnished. What should I do?
Due to different skin acidity levels and how the product is worn (i.e. with moisturiser, in water etc) and stored, tarnishing can occur for solid gold jewellery. Solid gold jewellery can easily be cleaned with an appropriate polishing cloth/cleaning solution.
My silver jewellery has tarnished. What should I do?
Due to different skin acidity levels and how the product is worn (i.e. with moisturiser, in water etc) and stored, tarnishing can occur for Sterling Silver jewellery. Sterling Silver jewellery can easily be cleaned with an appropriate polishing cloth/cleaning solution.
I lost my earring back. Can you replace it?
If you have lost your earring back/s, we are unable to replace this free of charge. Please contact our Customer Care team at email@example.com and they will be able to assist you.
Do you use diamonds and precious stones that are genuine and ethically sourced?
Yes, we do. All of our Diamonds, Precious stones, and Pearls are sourced by our Gemologist from their trusted and established dealers.
Are your diamonds certified?
At Natasha Schweitzer we only use certified diamonds (0.50ct and over).