Handling & Care

The best way to care for your Kate & Kole jewellery

Jewellery pieces should not rub up against each other, other types of metal or any harsh surfaces as they will scratch and wear. They also shouldn’t take too much weight or force. Try and avoid harsh chemicals from coming into contact with your jewellery.

It’s a great idea to store your precious jewellery in small boxes or pouches when not being worn to help keep it clean and prevent it from being scratched. All jewellery purchased from our online jewellery shop comes in small pouch which is perfect for this.

Clean your solid jewellery with a mild soap and water, then pat dry with a soft cloth. For more stubborn dirt, use a cleaner designed for gold or silver use.

A gold or silver polishing cloth does a lovely job of bringing your jewellery back to new.

Care for your jewellery by limiting exposure and contact with chemicals, perspiration, rubber, chlorinated water, or any substances which contain sulfur. Direct sunlight also causes jewellery to tarnish, so be sure to take off your pieces before you go swimming and sunbathing.

We now offer gold plated jewellery. We only offer this for earring and necklaces as we have found the plating to be to delicate for rings. It is so important that your plated jewellery doesn't get wet, or sprayed with perfume.

We offer a re-plating service for $15 a piece. Post you piece back to us and we will have in re-dipped for you and returned to you as good as new. This costs $15 + postage. 

Returns, Refund & Warranty Policy

1        Delivery of goods

  • All standard orders in Australia, unless requested otherwise by you prior to purchase, are sent without insurance but are sent with tracking.
  • While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.
  • All orders are carefully checked by us prior to dispatch. Insurance on delivery is available at an extra cost on all delivery services.
  • For non-delivery of goods, please notify us by email as soon as possible.

2        Receipt of goods

  • You must inspect the goods immediately upon their arrival and if the goods are not in accordance with the specified requirements then you must give notice to us at hello@kateandkole.com.au within 2 days of receipt of the goods. If you fail to give such notice, the goods may be deemed to be in all respects in accordance with the specified requirements.
  • This paragraph does not apply if the goods are subject to consumer guarantees imposed under the Australian Consumer Law — where consumer guarantees apply, refer to clause 4

3        Refund policy

  • Please choose carefully. As each of our pieces are made to order based on your specifications, we do not give refunds if you change your mind or make the wrong decision.
  • We are happy to accept an exchange on items if you change your mind if your product is returned to us within 7 business days of delivery. Please note that the cost of return delivery is to be paid by you.
  • Limitation on claims
    • Our liability for failure to comply with a consumer guarantee is limited to:
      • the replacement of the goods or the supply of equivalent goods (or the payment of the cost of the replacement or supply); or
      • the repair of the goods (or the payment of the cost of the repair),

and we will determine, in our sole discretion, whether replacement or repair will be offered.

  • In all other respects, our total liability for loss or damage of every kind, arising out of or in relation to the supply of the goods, their sale, delivery or the way they behave, and whether in tort or contract or in any other cause of action, is limited to an amount equivalent to the sum paid by you to us for the goods.

5        Warranty

We strongly recommend that you consider obtaining independent insurance on all pieces of jewellery with precious stones to protect your investment in the event that you are not covered by our jewellery warranty that is set out below.

Precious Stone Warranty

  • All precious stones are guaranteed for the first 6 months from the date of delivery (“Warranty Period”). If a precious stone falls out of the piece within the Warranty Period we will replace it for you. In order to claim this warranty, you must send an email to hello@kateandkole.com.au with the following information:
    • Email Subject: “Warranty Claim”;
    • Provide a copy of your invoice or provide your order number; and
    • Provide clear photographs of the precious stone and ring.

(“Warranty Claim”).

  • Once we have received your Warranty Claim, we will assess your claim within 10 business days and provide confirmation of the outcome of your Warranty Claim.
  • A Warranty Claim will be accepted if:
    • the claim complies with the steps set out in 5(a); and
    • the damage was not caused by misuse, abuse, fair wear and tear or unauthorised alterations or modifications.
  • If the Warranty Claim is outside of the Warranty Period we can work with you to organise a replacement stone and repair. If the piece and the precious stones has been damaged due to wear and tear we can work with you to replace the stone. Please note that any Warranty Claim outside of the Warranty Period will be dealt with on a case by case basis and in our discretion.

Other Jewellery

  • For our cast pieces we offer a 3 month warranty from the date of delivery on any breaks. In order to claim the warranty please follow the steps 5(a).
  • A Warranty Claim will be accepted if:
    • the claim complies with the steps set out in 5(a); and
    • the damage was not caused by misuse, abuse, fair wear and tear or unauthorised alterations or modifications.

6        Warranty disclaimer

To the extent permitted by law, any condition or warranty which would otherwise be implied into these terms and conditions is hereby excluded.

7        Governing law

These terms of service are governed by the laws in force in New South Wales. You agree to submit to the exclusive jurisdiction of the courts of that jurisdiction.

Made to Order

If a product is made to order and isn't held on the shelf, a 3 to 6 week waiting period can be expected. If a product has been designed especially for you with custom alterations the sale is final. Please get in touch to find out if your product is in stock if you are not happy with the waiting period.