Frequently Asked Questions

Timings & Orders

How long will it take for my order to arrive?

As our pieces are hand-finished in our Newcastle Studio, please allow time for production.

The production time will vary from piece to piece. You can find the specific production time for each piece listed within the product page under Timings. Please note shipping timeframes do not include production time.

We do have a curated collection of Ready To Wear pieces that can be dispatched within ten business days and Ready to Wear Engagement Rings that can be dispatched within seven - ten business days.

Once complete, standard orders will be express shipped with Australia Post. Any orders over $2,000 will be sent with a courier.

I need my order sooner than your standard production time, what can I do?

If you require your order sooner than our standard production time, you will need to upgrade your order to be shipped with our Priority Service.

If you're unsure of timings, please contact our customer care team.

What payment methods do you accept online?

We accept Mastercard, Visa, Amex, Afterpay and Paypal. Please note, we do not accept Afterpay payments on orders over $2,000.

If you are purchasing an engagement ring on our website, we require the full payment upfront.

Alternatively, we have an invoicing option which requires a 50% deposit to get started with the ring and then the remaining 50% upon completion of the ring. This option does incur a $250 invoicing fee but it allows you to not have to pay the full amount upfront.

Please get in touch with our bespoke team to find out more information.

Do you have Kate & Kole Gift Cards?

Yes, we do. You can purchase them online or in studio. All Gift Cards are available in digital or physical form.

Can I checkout using Afterpay?

Yes, you can checkout using Afterpay if you are located within Australia and have an Afterpay account.

Please note AfterPay is only accepted on orders under $2,000.

Do you have any stockists?

As our pieces are made-to-order, we currently only sell directly through our website.


How do I track my order?

Our team will be in touch when your order is ready to be shipped. Once dispatched, you will receive tracking information via the email address connected to your order.

Do you ship internationally and interstate?

We ship Australia-wide and internationally upon request.

For shipping options, prices and timings, please see our shipping page.

Do you require signature on delivery?

We require signature on all orders over $500.

Will I have to pay duties and taxes?

This will vary depending on the recipient's country and the relevant import laws, duties and taxes. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to.

Payment will be required in order for your order to be released from customs. For more information, please see our shipping page.

Do you ship to PO boxes?

Yes, all orders that are dispatched with Australia Post can be shipped to a PO Box.

What happens If I'm not home for the delivery?

For all Australia Post shipments, your order will be taken to the nearest post office and can be collected with relevant ID.

For all courier deliveries, your order will be taken to the nearest depot. Should this happen, you will receive instructions on how to collect your package.

Do you offer in-studio collection?

Yes, once you have been notified that your order is ready for collection, you are welcome to collect your online order in our Newcastle studio. Please note there is no appointment required.

For all engagement ring and wedding band orders, please get in touch with our bespoke team to arrange a suitable time to collect your order.

Our studio hours are 9am - 5pm Monday to Friday.


Is your jewellery made-to-order?

Yes, our jewellery is made-to-order in our Newcastle studio. We have a limited amount of standard Kate & Kole pieces that are ready to ship.

Please refer to the individual product page for specific production time.

Where are your pieces made?

All Kate & Kole pieces are designed in Newcastle, Australia. They are then 3D printed in Sydney and hand-finished in our Newcastle-based studio, or with our master jeweller and setter based in Brisbane.

The exception to this is our Tennis range which are imported from a trusted international supplier using ethically sourced and recycled materials.

What are your pieces made from?

We work with 9ct and 18ct gold, silver, AGPD and platinum. We are also in the process of developing a Champagne Gold which will be available to our customers soon.

Are your pieces sustainably made?

Yes, all Kate & Kole pieces are made to order using ethically sourced and recycled materials.

Is your jewellery nickel free?

Yes, all Kate & Kole pieces are nickel free.

What is the difference between 9ct and 18ct?

This refers to the percentage of pure gold in the alloy — 9ct is 37.5% and 18ct is 75% pure gold.

The different alloy mixes will affect the colour, hardness and durability of the piece.

What is your gold buy back service?

Our gold buy back program allows you to recycle old gold for us to sell back back to our refiner. The price of gold varies from day to day and we can provide you with a quote at the time of your appointment.

We will weigh the gold in front of you and you then sign a release form if you decide to go ahead with the buy back.We have a small gold buy back fee of 10% or $100 whichever is lower to recycle your gold.

How do I choose a ring size?

When ordering your Kate & Kole ring you can use this sizing chart to make sure you order the correct size.

If you are unsure about your size we recommend a Medium as this will most likely fit one of your fingers.

If ordering a midi ring (worn halfway down your finger) we recommend a XXS or XS. For your middle finger a S/M or M is best. For a thumb or index finger L or XL usually fits. Please contact us if you want any further information.

Can I customise the length of my chain?

Yes, please see our Kate & Kole workshop page for all customisations available.

Returns & Exchanges

What is your return policy?

As each piece is made to order, we are unable to offer refunds for change of mind or incorrectly purchased items.

For more information, please see our shipping and returns page.

I need my piece repaired, can you help?

Yes, we offer a repair service on most Kate & Kole pieces. You can find out more information on our returns page.

Do you offer exchanges?

Yes, we offer exchanges. Your order must be returned within 7 days of delivery. Item/s must be unworn, unused and in original packaging with proof of purchase.

What is your return policy?

We offer exchanges or store credit on standard Kate & Kole pieces.

Please note your order must be returned within 7 days of delivery. As all pieces are made to order, we do not offer refunds for change of mind purchases.

Can I customise my Kate & Kole piece?

Yes, please see our Kate & Kole workshop page for all customisations available.

Can I return my order for a refund?

As each of our pieces are made to order based on your specifications, we do not give refunds if you change your mind or incorrectly purchase an item.

You can find out more on our shipping and returns page.

Warranty & Repairs

Do Kate & Kole pieces come with a warranty?

All online purchases come with a three-month manufacturer's warranty from the time of purchase.

Kate & Kole will cover the cost of reasonable repairs for the first three months after purchase. Shipping will be covered by Kate & Kole if your piece is within the three month warranty period. If a piece shows signs of external damage from something other than normal wear, it will incur a repair fee.

Please note that any repairs or customisations not performed by Kate & Kole will void the manafacturer's warranty. We strongly recommend returning your piece to us for repairs and resizes as we do not take any responsibility for work conducted by external jewellers.

You can find out more information on our shipping and returns page.

Does my engagement ring come with a warranty?

Our engagement rings have a 12 month warranty, however if there is a manufacturing fault after this time we will of course work with you to have the ring repaired.

Can you repair my piece outside of the warranty period?

Yes, we do offer a repair service for a small fee. You can find more information on our returns page.

Why has my piece tarnished?

Due to different skin acidity levels and how the piece is worn (ie. with perfumes, cosmetics, moisturiser, in the shower) and stored, tarnishing can sometimes appear on silver jewellery.

It's important to note that excessive humidity can also cause natural tarnishing.

How do I stop my piece from tarnishing?

Keep your Kate & Kole pieces in a cool dry place, out of directly sunlight and in a room with little moisture (try and avoid the bathroom if possible). Apply any make-up, perfume and moisturiser prior to wearing your piece.

My chain has broken, can you fix it?

Yes, we can repair or replace the chain for you. Please get in touch with our team should you need this service.

Engagement Rings

Can I design my own engagement ring?

Yes of course! Using our ring builder you can customise your stone specifications, change the setting material, add a hidden halo and more.

What is the process of picking and purchasing an engagement ring?

1. You provide a brief, this can be as detailed or as top level as you like but important details are budget, ring size and date required.

2. We provide you with a quote with a couple of options around your budget. So if you budget window was 7k-10k we would show you 7k, 8.5k and 10k so you can see the difference.

3. Once you’ve chose a stone, we invoice 50% and once payment is cleared we purchase the stone.

4. We create technical drawings for you to approve.

5. We make your ring.

6. We show you photos and videos of the ring and the remaining payment is due

7. We organise to get your ring to you.

How do I determine my ring size?

You are more than welcome to book an appointment at our studio and we can accurately measure your ring size.

If you're unable to make it into the studio, our recommendation would be to visit a local jeweller to have your ring size determined or alternatively, order our ring sizer online.

Why can't I select 9ct white gold for my engagement ring?

We recommend using 18ct white gold over 9ct white gold. From experience we have noticed that 9ct white gold doesn’t perform as well as its coloured counterparts.

Is a lab-grown diamond a real diamond?

Yes, lab grown diamonds are as real as they get. With an identical physical and chemical DNA make-up to mined diamonds, there is nothing that makes lab grown diamonds fake or inauthentic in any way. Visit our diamond page for more information.

How will I get my engagement ring?

If you are local to Newcastle, you are able to collect your ring from our studio. If you aren't local, or are unable to collect it from our studio, we offer complimentary tracked shipping.

You can find out more on our shipping page.

How long is the warranty on my engagement ring?

Our engagement rings have a 12 month warranty, however if there is a manufacturing fault after this time we will of course work with you to get the ring repaired.

Do you work with pre-existing stones?

No, we don't have capacity to set pre-purchased stones at this present time. We have a beautiful lab grown supplier we work with so we are very specific about the stones that we source for each individual ring.

Is my order insured during transit?

All engagement rings and wedding bands are fully insured whilst in transit. Every order sent with a courier is required to have a signature upon delivery, and you will be responsible for signing for the receipt of your package. Once the piece is signed for, it is no longer considered in transit and is therefore no longer insured.

Do you offer half sizes for rings?

Yes, we can create your ring in a half size. Please add this product to your cart during checkout and specify the size that you require.

Can you resize my engagement ring if it's the wrong size?

Yes, we offer a complimentary ring resize for all Kate & Kole engagement rings. Please contact us if you have any questions.

Lab-Grown Diamonds

Is a lab-grown diamond a real diamond?

Yes, lab grown diamonds are as real as they get. With an identical physical and chemical DNA make-up to mined diamonds, there is nothing that makes lab grown diamonds fake or inauthentic in any way. Visit our diamond page for more information.

How are lab-grown diamonds made?

The lab-grown diamonds we select for our pieces are classified as Type 2A - grown using the Chemical Vapour Deposition, or CVD method. To generate the CVD process, a seed from a mined diamond is planted in a low-pressure microwave chamber. Hydrogen and methane gases are then introduced, and a microwave generator pumps energy in, igniting a glowing plasma ball. Carbon molecules rain on the seed, layering on top of it and fast-tracking the natural crystallisation process. The entire growing process is then able to be completed within six to ten weeks.

How do I pick the colour and clarity of the diamond?

Diamond colour is graded with D as the whitest stone, and more yellow/brown tones coming into the stone the further you move down the alphabet.

D-E-F are colourless stones, and G-H-I are near colourless.

I is the minimum colour we work with, and a yellow gold setting will naturally throw a beautiful warm shade through the stone, which means a near colourless diamond in the G-H-I range will work perfectly.

In terms of clarity, VS2 is our minimum. Anything below this you will start to see inclusions in the stone without magnification. Diamonds graded VS2 and above will have no visible inclusions to the naked eye.

Where does the diamond come from?

All diamonds come paired with IGI or GCAL certification, and have been carefully selected from one of three industry leading growers - located in New York, Washington and Antwerp.

Do you work with heirloom jewellery or stones?

We don't typically work with heirloom pieces. Please get in touch with our bespoke team and our design director will be able to assess whether it's possible.

Are your lab-grown diamonds certified?

All diamonds we source are IGI or GCAL certified. Please see our Diamond page for more information.