Q. When do "Made To Order" pieces ship?
A. Made To Order can take up to four weeks to ship. Each piece is being fabricated from scratch by hand, so it will take a little time. If you need something expedited, please feel free to contact us before you place your order. We will try to accommodate you whenever possible.
Q. When do "Ready To Ship" pieces ship?
A. These pieces ship within 3 days of the order date.
Q. How Should I Care For My Jewelry?
A. Most metals will naturally patina over time, however, there are measures you can take to prolong the life of your jewelry. We recommend removing all jewelry prior to showering, swimming, cleaning, or exposing your jewelry to chemicals, water, or oils. Exposure of this sort can damage gems and tarnish metals. If your jewelry begins to appear a bit dull or darkened, we recommend polishing with a soft cloth or a non-abrasive cleaner specific to jewelry and an extra-soft toothbrush. Do not apply too much pressure. Never dip opals or pearls into any kind of chemical jewelry cleaner. When you are not wearing your jewelry, we recommend storing safely wrapped in a soft cloth or tissue to avoid exposure to the air, which can tarnish metals over time.
Q. Are you able to custom size rings/bracelets/necklaces?
A. Yes. If you contact us prior to placing your order, we are able to custom size most rings for a charge of $30.00. Bracelets and necklaces can often be adjusted at no additional charge.
Q. Do you take custom orders?
A. We do! At Kate Sydney, we want you to love your jewelry, and are happy to work with you to create a one-of-a-kind design just for you. Please refer to the "Custom" section of our website for more details.
Q. My stone fell out/chain broke/jewelry was damaged, can you fix it?
A. In the event that a stone falls out or something is damaged during normal wear and tear, we can usually fix it for no charge. If something is damaged doing one of the aforementioned activities (swimming, cleaning, etc.), the fiscal responsibility of the repair is on the client. We strongly encourage you to insure all fine jewelry, as we cannot be held financially responsible for these damaged or lost items.
Q. I purchased my Kate Sydney jewelry through one of your stockists, can I exchange through you?
A. No, all items purchased outside of this website must be dealt with in accordance with each brick and mortar shop's policy. If I can help you navigate this process, please let me know.
Q. Do you offer returns/refunds?
A. As we are a small business, we only offer exchange within two weeks of the date of receipt. Please email us with the subject: EXCHANGE so that we can walk you through the process. All items must be in their original condition and packaging.