FAQs

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 Shipping & Timings.

You can also see a estimated dispatch date, just above the add to cart button. Please note shipping time frames do not include production time.

We do have a curated collection of Ready To Wear pieces that can be dispatched within 2-3 business days and Ready to Wear Engagement Rings that can be dispatched within 7-10 business days. Once complete, standard orders will be express shipped with Australia Post. Any orders over $2,000 will be sent with a courier.

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

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.

Yes, we do. Gift Cards can be purchased online or in our studio and are available in both digital and physical form.

If you'd like to make your gift even more special, we offer gift wrapping for Physical Gift Cards—a beautiful gesture in lieu of an actual piece, perfect for celebrating a meaningful moment.

We accept Mastercard, Visa, Amex, Afterpay and Paypal. 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. Please get in touch with our bespoke team to find out more information. Please note, Afterpay is only available on orders over $2,000.

If you require your order sooner than our standard production time, you will need to upgrade your order to be made with our Priority Service. Our Priority Service ranges from product to product depending on your cart price. If you're unsure of timings or which Priority Service is right for you, please contact our customer care team.

Australia

All orders dispatched within Australia are sent with Free Express Shipping. This method of shipping includes a tracking number. All orders valued at $500 or over are sent with a signature on delivery. If you require a signature on delivery please contact us and we will be happy to accommodate your request. Our bespoke engagement rings and wedding bands are all sent with a courier service and will require a signature on delivery. 

New Zealand

All New Zealand orders are dispatched with Standard Post with Australia Post. The delivery timeframe for this service is 8 to 12 days. If you do require your parcel sooner we do have Priority Service available here. This will prioritise your piece in our studio - essentially jumping the queue. This service will also upgrade you to express shipping. If you have any questions at all please contact us and we will be happy to assist you. 

USA

Free shipping on all USA orders with DHL’s Secure Door-to-Door Delivery. Timeframes are dependent on the area we are shipping the parcel to.. 

Rest of The World

All remaining international orders are dispatched securely with DHL. Delivery timeframes are dependent on the country we are shipping the parcel to. You can check on the estimated delivery timeframe here. If you do require express shipping please contact us and we will be happy to assist you. 

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 Shipping & Timings.

You can also see a estimated dispatch date, just above the add to cart button. Please note shipping time frames do not include production time.

We do have a curated collection of Ready To Wear pieces that can be dispatched within 2-3 business days and Ready to Wear Engagement Rings that can be dispatched within 7-10 business days. Once complete, standard orders will be express shipped with Australia Post. Any orders over $2,000 will be sent with a courier.

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. We also open on Saturday by appointment. We recommend calling the studio to confirm we are open, especially if you are travelling to collect a piece.

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. Please be aware of this process, especially if you need your delivery for a certain date.

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

This will vary depending on the recipient's country and the relevant import laws, duties and taxes.

USA import duties are covered by Kate & Kole. There may be additional State sales tax you may be liable for, depending on your location.

For all other International destinations, 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. As each piece is custom-made to order, returns due to unverified import costs are not accepted. If an order is returned to us due to refusal to pay import charges, a restocking fee may be applied at our discretion.

Yes, we require a signature on all orders over $500 to ensure your piece arrives safely.

If you need your jewellery by a specific date, please keep this in mind — if no one is available to sign on delivery, your parcel may be taken to the post office for collection, which can add extra time before it reaches you.

Yes, we ship Australia-wide and internationally. All international orders are fully insured during transit and delivered via secure courier with a signature required upon delivery. For detailed information on shipping options, pricing and estimated timeframes, please visit our Shipping page.

We want to ensure your piece reaches you safely no matter where you are in the world. Please note that duties and taxes vary by country and state. As these rates change regularly, Kate & Kole is unable to provide specific information.

USA import duties are covered by Kate & Kole. However, you are required to pay any additional US State sales tax that may be required to deliver your order. This will depend on your location.

For all other International destinations, by completing your purchase, you agree to cover any applicable import charges, and we recommend factoring these into your budget considerations.

As each piece is custom-made to order, returns due to unverified import costs are not accepted. If an order is returned to us due to refusal to pay import charges, a restocking fee may be applied at our discretion.

Once dispatched, you will receive tracking information via the email address connected to your order. You can also track your order by logging into your online account.

We offer the full range of Australian ring sizes, which are measured in letters. Most of our pieces can be ordered in any size.

Some designs, such as our signet rings, pearl rings, and quartz rings, are available in XS to XL sizing due to their specific design and setting requirements.

If you're unsure of your size, we recommend booking an appointment or ordering our Ring Sizer to find your perfect fit before placing your order.

Our gold buy back program allows you to recycle old gold for us to sell 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.

This refers to the percentage of pure gold in the alloy. 9ct gold is 37.5% pure gold, while 18ct gold is 75% pure gold. The remaining metal content is a mix of alloys that influence both the colour and durability of the piece.

9ct gold has a lighter appearance — often described as more blonde or with a subtle silver tone — and is slightly harder due to its lower gold content. It’s a durable, practical choice for everyday wear.

18ct gold has a richer, deeper tone and higher intrinsic value, making it a popular choice for engagement and heirloom pieces. Its higher gold content gives it a warmer lustre and means it can hold value over time as gold prices fluctuate.

Yes, all Kate & Kole pieces are nickel free.

Yes. All Kate & Kole pieces are made to order using ethically sourced and recycled materials. We work with refiners who supply 100% recycled gold and silver, and use lab-grown diamonds and responsibly sourced gemstones across our collections.

Our made-to-order model allows us to produce only what is needed, reducing excess inventory and minimising waste. Components we don’t manufacture ourselves—such as fine chains or earring backs—are sourced from trusted suppliers who meet our ethical standards.

We work with 9ct and 18ct gold, silver, AGPD, and platinum.

AGPD is a proprietary sterling silver alloy used for its improved strength, durability, and tarnish resistance compared to standard silver. It maintains a bright white finish and is ideal for pieces that require long-term wear.

The majority of our gold and silver is supplied by our refiner, who provides 100% recycled precious metals. Components we don’t manufacture ourselves—such as fine chains and earring backs—are sourced from our small network of trusted suppliers and may not be made from 100% recycled materials.

We are also developing a Champagne Gold alloy, which will be available to customers soon.

All Kate & Kole pieces are designed in Newcastle, Australia. They are produced using modern technologies and traditional craft by our jewellers in Newcastle or by our master jeweller and setting team in Brisbane.

Our Tennis range is the only exception and is sourced from a trusted international supplier who uses ethically sourced and recycled materials. Each piece is quality-checked by our team before dispatch.

Yes, our jewellery is made-to-order in our Newcastle and Brisbane studios. 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.

Yes, we offer a range of customisations for your Kate & Kole pieces. This includes adjusting chain lengths, changing metal types, adding hidden halos, modifying settings, and more. Please visit our Kate & Kole workshop page to explore all customisation options available, or get in touch with our team who can guide you through the possibilities for your specific piece. This is one of the wonderful advantages of making our jewellery in-house, we can make these customisations for you across almost any piece.

Yes, we offer exchanges on certain products. Your order must be returned within 7 days of delivery. Item/s must be unworn, unused and in original packaging with proof of purchase. Please note that, given the uniqueness of our Bespoke, made to order and personalised pieces, they may not be returned or exchanged. Please refer to our returns policy for full conditions.

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

As each piece is thoughtfully made to order based on your specifications, we're unable to offer refunds for change of mind or incorrectly purchased items. We believe in creating pieces with intention, which means each one is crafted uniquely for you. However, we do offer exchanges within 7 days of delivery for items that are unworn, unused, and in original packaging with proof of purchase. Please note that, given the uniqueness of our Bespoke, made to order and personalised pieces, they may not be returned or exchanged. For full details on our policies, please visit our returns page.

Our returns policy has been designed with our business principals in mind. Kate & Kole pieces purchased in Australia and New Zealand are welcome to be returned for a gift card or exchange. Some exclusions apply*. We do not issue refunds for change of mind or incorrect purchases. 

Items returned need to be unworn, and in a saleable condition with the return lodged within 7 days of receiving the product.

*Kate & Kole does not accept returns if products:

• are not returned in their original condition or packaging
• are part of our Bespoke collection including all Engagement rings and Wedding bands
• have been customised including engraving
• are part of our sample or archive sale
• are earrings, due to hygiene reasons. 

To start the process of your return, please complete our Returns form and include the details of why you want to return and our customer care team will be happy to assist.

We recommend sending your piece back to us with tracked shipping. It is the individual's responsibility to return the piece(s) at their own expense to the Kate & Kole Returns Team.

Once your piece has been received by us, our Returns Team will create a gift card for you. This gift card is to be used on our online store and is valid for 3 years from the date of issue.

Kate & Kole reserves the right to return the piece(s) to the sender, should any of the above occur. Pieces purchased during sample & archive sales may not be returned unless deemed faulty. For international returns or to discuss our returns policy, please contact us.

Custom pieces with custom engraving or pieces that have been specifically custom made cannot be returned for an exchange. Please make sure you are checking if your order is correct before checkout. 

If you have any issues with your bespoke piece please email our Bespoke Team at bespoke@kateandkole.com.au to discuss.

When exchanging an item, a handling & restocking fee of 10% of your order value will apply.

At Kate & Kole, we take great pride in the craftsmanship and integrity of our jewellery. Each piece is designed with the utmost care and attention to detail, ensuring that it should last a lifetime when properly cared for. However, as with all fine jewellery, specific care is essential to keep your treasured pieces in perfect condition.

To match the quality of our products, we provide a complimentary 3 month warranty, with the option to extend this to 12 months for a small fee should you find fault in your piece.

Please note: the warranty is void if any repairs or modifications are made to your piece that are not performed by Kate & Kole.

We understand that your jewellery holds deep sentimental value, and we know how devastating it can be when a stone falls out or a piece becomes damaged. Please know that we are always here to help. Your trust in our brand is valued deeply at Kate & Kole, and our warranties and repair services are our way of honouring that trust. While some repairs may involve a fee, we view this as an opportunity to continue our relationship with you and your jewellery, ensuring that it truly lasts a lifetime.

We appreciate honesty when it comes to repairing or assessing your jewellery. If your piece has been damaged, please let us know what happened. This allows us to provide the best care and make any necessary improvements to suit your lifestyle. Our jewellers have decades of experience and can often tell if a piece has been mistreated, so transparency is always appreciated. This helps us give your piece the attention it deserves and keeps your jewellery in optimal condition.

At Kate & Kole, we've always believed that our engagement rings are the very best representation of our brand. With this in mind, we've created a complimentary all inclusive 12 month warranty and an optional 36 month warranty available for purchase.

In addition to these we also have a lifetime warranty that reflects our commitment to excellence and to you.

Our lifetime warranty includes these promises:

• Your ring is crafted to maintain its shape. It shouldn't bend or warp with regular wear.
• The stone in your ring is securely set. It should sit perfectly in its setting, just as intended.
• In the event of scratches or dents, our in-house jewellers are skilled in making improvements, restoring the beauty of your ring.
• We are here to assist you in cleaning and caring for your diamond, ensuring it continues to sparkle.
• Should your ring require resizing, our experts are on hand to adjust the size while maintaining its integrity.
• If the claws holding your stone are compromised for any reason, we will work with you to repair or replace the setting, ensuring your diamond is always secure.
• In the unlikely event that your diamond falls out due to a manufacturing fault, we will replace the stone.

These promises are our assurance to you that every Kate & Kole ring is backed by a warranty that honours our craftsmanship and your trust in us. For more information on our warranty policy, please visit.

If you have any issues with your bespoke piece please contact our Bespoke team.

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

All Kate & Kole engagement rings are covered by our Lifetime Warranty. This includes complimentary polishing and inspection appointments to maintain the condition and integrity of your ring over time.

We stand behind the quality of our craftsmanship and will repair or replace any piece found to have a manufacturing fault at any stage during its life. Your warranty does not cover damage caused by wear and tear, accidental impact, or misuse.

We’ll remind you when it’s time for your complimentary check-up to ensure the setting, stone security, and finish remain in perfect condition.

All fine jewellery 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 manufacturer'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 Returns & Repairs page.

Yes, we can repair or replace your chain. Please contact our team, and we'll guide you through the next steps and provide a quote if applicable. For more information on our repairs policy, please visit.

Tarnishing can occur on silver jewellery due to skin acidity levels, contact with cosmetics, perfumes, or moisturisers, and exposure to water or humidity. These factors can cause a natural surface reaction that darkens the metal over time.

Spas, hot pools, and high humidity are particularly known to accelerate tarnishing. Proper storage in a dry environment and regular cleaning can help minimise this.

If your piece has tarnished, you can return it to us for professional cleaning. Our team can also advise you on how to prevent future tarnishing based on how and where you wear your jewellery.

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

Absolutely. Many of our most loved rings began as custom ideas. You can start through our Jewellery Builder, upload inspiration, or book a Bespoke Consultation. Our designers will work with you to bring your concept to life within your preferred budget and timeline.

We’re unable to reproduce designs created by other jewellers, and we ask that the same respect is applied to our original designs. In some cases, we’re approached to replicate pieces from jewellers who don’t offer lab-grown diamonds, but we don’t reproduce existing work.

We warmly invite you to collaborate with us on a bespoke design that reflects your style while staying true to the Kate & Kole aesthetic.

You can explore complementary bands in our Jewellery Builder or book a Wedding Band Consultation with our team.

We’ll show you which profiles and settings nest perfectly and how to create visual balance between your engagement ring and band.

If we’ve made your engagement ring, we can also mock up wedding band options using your original design drawings, giving you a precise visual of how each style will sit together.

Yes — we always recommend it. Most home and contents insurers can add jewellery as a specified item, but we also partner with Q Report, who specialise in fine jewellery. You can select "Send more information" at checkout to receive their details automatically.

Our engagement rings are made to order, and most take around 8 weeks to craft. If you're planning a proposal sooner, we offer expedited options for 6 or 4 weeks. Our team can guide you on options to help you achieve your perfect proposal.

Your choice depends on tone, lifestyle and preference. Yellow gold is classic and warm. White gold offers a bright, modern feel. Rose gold adds softness and romance. Platinum is cool-toned, strong and hypoallergenic. We can show you each in person or virtually to help you see which complements your skin tone and daily wear best.

Every diamond we source is certified and graded for its cut, colour, clarity and carat weight — known as the 4Cs. Beyond the numbers, we select stones for their life and light — that almost indescribable brilliance you can feel. Our consultants can show you comparisons so you can see what matters most to you. Read more about how we select your perfect diamond.

Both are real diamonds — identical in chemistry and beauty. The difference is origin. Lab-grown diamonds are created in controlled environments using advanced technology, while natural diamonds form deep within the earth over billions of years. We choose to work with lab-grown stones because they allow complete transparency, traceable sourcing, and a lighter environmental footprint especially when backed with an SCS-007 certificate.

There's no rule here. The right amount is what feels comfortable for you and meaningful for your story. Whether your budget is $5,000 or $50,000, our role is to help you design something timeless and personal that celebrates your commitment beautifully.

Yes, we offer a complimentary resize for all Kate & Kole engagement rings within the first twelve months after your proposal. This gives you time to ensure the fit is perfect. Beyond that timeframe, we'll assess the design and make sure any adjustment maintains the ring's structure and stone security. Please contact us and we'll guide you through the process.

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.

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.

We have limited capacity to set pre-purchased or heirloom stones. We work with a carefully selected lab-grown diamond supplier and are very intentional about the quality and sourcing of stones for each individual ring. This ensures we can maintain our standards and provide proper certification. However, if you have an heirloom piece you'd like to discuss, please get in touch with our bespoke team and our design director will be able to assess whether it's possible for your specific situation.

Read more about this process on our Use Your Own Stone page.

All Kate & Kole engagement rings are covered by our Lifetime Warranty. This includes complimentary polishing and inspection appointments to maintain the condition and integrity of your ring over time.

We stand behind the quality of our craftsmanship and will repair or replace any piece found to have a manufacturing fault at any stage during its life. Your warranty does not cover damage caused by wear and tear, accidental impact, or misuse.

We’ll remind you when it’s time for your complimentary check-up to ensure the setting, stone security, and finish remain in perfect condition.

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 a complimentary hand to hand courier service. You can find out more on our shipping page.

Yes, lab-grown diamonds are real diamonds. They have the same physical, chemical, and optical properties as mined diamonds — the only difference is their origin. Lab-grown diamonds are created in controlled environments that replicate the natural conditions under which diamonds form underground.

They are not imitation or synthetic stones; they are identical in structure and composition to mined diamonds and can be certified and graded in the same way.

Visit our Diamond Guide for more information on how we source and select our lab-grown diamonds.

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.

If you're shopping for yourself, you're 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 or order our ring sizer online. If you're planning a surprise proposal and don't know their size, don't worry — it's one of the most common questions we get. You can borrow a ring they already wear (ideally on the same finger), book a complimentary sizing appointment on their behalf, or use our ring sizing guide at home. If it's still a surprise, we can always resize later — we offer a complimentary resize within the first twelve months.

Provide a brief
Share as much or as little detail as you like — key information includes your budget, ring size, and date required.

Receive a quote
We'll provide a tailored quote with a few options around your budget. For example, if your range is $7,000–$10,000, we'll show you what’s possible at different price points so you can compare.

Confirm your stone
Once you've chosen your stone, a 50% deposit is invoiced. After payment clears, we purchase your selected stone.

Approve your design
Our team creates detailed technical drawings for your approval before production begins.

We make your ring
Your ring is crafted by our jewellers in Newcastle or Brisbane using modern techniques and traditional finishing.

Final approval
We send photos and videos of your completed ring. The final payment is due before dispatch.

Delivery
Once payment is received, we organise secure delivery of your finished piece.

Yes of course! Through our ring builder you can customise your stone specifications, change the setting material, add a hidden halo and more. Please reach out to our bespoke team for further customisation options.

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

All diamonds come paired with GIA or IGI certification, we first select from a SCS-007 certified growers. In scenarios where these growers cannot supply a stone with your requirements we then check with other leading growers as guided by our suppliers.

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, with F being the minimum colour we work with for our white diamonds. In terms of clarity, VS1 is our minimum. Anything below this you will start to see inclusions in the stone without magnification. Diamonds graded VS1 and above will have no visible inclusions to the naked eye.

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 diamond is planted in a low-pressure chamber. Hydrogen and methane gases are then introduced, and a 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.

Our loyalty program is a meaningful way to deepen the connection with our community. It's an elevated experience where we can offer you exclusive rewards and benefits that reflect our appreciation for your continued support. As you journey through our tiered program, you'll discover increasing access to special offers and experiences. We invite you to create an account and begin this journey with us.

Every purchase you make, whether online or in our studio, contributes to your loyalty journey. These points aren't just numbers; they're a reflection of our shared story and allow you to access exclusive benefits and rewards as you move through the loyalty tiers.

For every dollar you invest in pieces you love, you'll earn one point. Beyond purchases, your loyalty page offers additional opportunities to earn points through meaningful engagement with our community.

If you're new to our community, joining is as simple as creating an account with us here. We're excited to welcome you into this circle.

You'll earn 1 point for every $1 AUD spent with us, excluding any import duty fees for our valued international customers.

Points are added to your account soon after you place your order. If you need to return an item, the corresponding points will be adjusted accordingly. Please note that gift card purchases don't accrue points.

Your loyalty dashboard is accessible anytime through your account login, a space where you can track your journey and stay connected with your progress.

Your points represent your place within our loyalty community and determine your tier status. While they're not redeemable for monetary value, they unlock increasingly meaningful benefits and experiences. The more points you accumulate, the more ways we can celebrate your loyalty.

We understand that sometimes a piece isn't quite right. Returned items won't accrue points, and any points issued will be adjusted. Cancelled orders also won't contribute to your point balance.

Your points reflect your lifetime journey with Kate & Kole. They're ever-growing and never expire. There's always an opportunity to reach new tiers and discover additional perks along the way.

When you move into a new tier, it's because you've reached the qualifying point threshold, a milestone worth celebrating. Your tier is a reflection of the points you've earned throughout your time with us.

Our rewards are thoughtfully curated expressions of gratitude for your loyalty. Each year, we select bespoke offerings, from unique experiences to exclusive gifts and special offers that we hope will resonate with you.

All available rewards are visible in your account dashboard, where you can explore what's currently accessible at your tier level.

We currently partner with Little National Hotel, where you receive 20% off their Newcastle, Sydney and Canberra hotels and Maison Essentiele, where you receive exclusive offers and gifts as you move through tiers.

To honour your existing relationship with us, we've applied points for all purchases made since 1 July 2024. Simply log into your existing account or create one using your purchase email to view your balance.

This is an intimate opportunity to work directly with our founder and designer, Sara Spence, on creating something uniquely yours. Whether you're envisioning a wedding band, an eternity ring, or a bespoke fine jewellery piece, this consultation allows us to bring your vision to life together.