FAQ

Each of our pieces are crafted to order. In the product description for each style, we provide an estimated production time, i.e. 3-5 business days, or will advise if an item is available for immediate dispatch.

Although we cannot make any guarantees, if you need your order urgently, please contact our team via email on info@natashaschweitzer.com (we operate Monday - Friday 9:30am - 4pm AEST) and we will do our best to fulfil your order asap.

If your order hasn’t been dispatched yet, we are able to amend your personal details, such as your shipping address. If you are needing to alter the contents of your order in any way, such as changing size, or adding products please contact our Customer Care team via info@natashaschweitzer.com asap to organise (we operate Monday - Friday 9:30am - 4pm AEST).

We accept Visa, Mastercard, American Express, PayPal, and AfterPay.

Yes we offer AfterPay online, and in-store.

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.

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 our boutiques directly.

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.

When you have placed your order, you will receive an order confirmation via email 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 notification with the tracking information. Please contact our Customer Care team via info@natashaschweitzer.com if you have any questions (we operate Monday - Friday 9:30am - 4pm AEST). 

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 info@natashaschweitzer.com (we operate Monday - Friday 9:30am - 4pm AEST) and we will be able to assist you and confirm your order. 

You will receive an automated email containing your invoice after purchasing your items. Please ensure you also check your junk / spam folders as well.

Our shipping confirmation email 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.

Yes we ship to PO boxes within in Australia.

Yes, we offer an in store pickup option from our all our boutiques. 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.

When your order is ready to be picked up in store, you will receive an email notification saying your order is ready for collection, along with the set boutique's trading hours. 

Yes, all our domestic and international orders are sent with signature on delivery. 

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.

Please check your reception, concierge, office, neighbours, and front of house before contacting the courier service (please ask the courier service who signed for the delivery as well). If your parcel is still missing, please contact our Customer Care team at info@natashaschweitzer.com (we operate Monday - Friday 9:30am-4pm AEST). 

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.

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.

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 info@natashaschweitzer.com for any questions you may have before making a purchase.

Please contact our Customer Care team at info@natashaschweitzer.com (we operate Monday - Friday 9:30am - 4pm AEST) 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.

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.

Our talented studio team can repair almost all pieces back to their original state. Please contact our customer care team at info@natashaschweitzer.com (we operate Monday - Friday 9:30am -4pm AEST) 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 approximately 7-10 business days. Please note, postage to and from is to be paid by the customer.

Yes, please drop your items into one of our boutiques, or contact our Customer Care team at info@natashaschweitzer.com (we operate Monday - Friday 9:30am - 4pm AEST) to organise a cleaning service. If styles can be cleaned by our team in-store, this service is complimentary. If styles are needing re-plating/extra cleaning, there will be a fee for this.

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 cleaning 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 info@natashaschweitzer.com (we operate Monday - Friday 9:30am - 4pm AEST) for more information on this service, or you can read about our Jewellery Care here.

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.

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.

If you have lost your earring back/s, we are unable to replace this free of charge. Please contact your closest Natasha Schweitzer boutique or our Customer Care team at info@natashaschweitzer.com (we operate Monday - Friday 9:30am - 4pm AEST) and they will be able to assist you.

Yes, we do. All of our Diamonds, Precious stones, and Pearls are sourced by our Gemologist from their trusted and established dealers.

At Natasha Schweitzer we only use certified diamonds (0.51ct and over).