Frequently Asked Questions

A custom ring is unique and made to the specifications and needs of a client. Custom Design Bay rings are designed to inspire and motivate you to follow your dreams. The unique custom experience is the ultimate way to capture your true essence and gives you the option to choose rare one-of-a-kind gemstones and inspirational words of wisdom that resonate most with you.

Absolutely! Design Bay Jewellery takes care of the entire process, from the initial design sketches to the final polish. To ensure you are 100% satisfied, I personally check the quality and workmanship of every Design Bay ring before it is posted out to you.

Custom Rings from Our Collection:
Design Bay rings are unique and are made to order, so please allow between 13 and 17 business days from the date of order confirmation.

Rings Incorporating One-of-a-Kind Gemstones:
For rings that incorporate unique, one-of-a-kind gemstones, which need to be individually sourced, we are unable to provide an exact timeframe due to the nature of the sourcing process. However, we assure you that we will make every effort to deliver these custom-made rings as quickly as possible.

Order Confirmation:
Once an order is placed for a custom-made ring, you will receive an order confirmation that includes the details of your purchase and an estimated delivery date. Please review the confirmation carefully to ensure accuracy.

Communication and Updates:
Throughout the production process, we will maintain open lines of communication with you to provide regular updates on the progress of your custom-made ring. Our team will promptly inform you of any unexpected delays or changes to the estimated delivery timeframe.

Expedited Delivery:
While we strive to complete and deliver all custom-made rings within the specified timeframes, we understand that there may be instances where customers require expedited delivery. If you have special time constraints, please contact us, and we will do our best to accommodate your request.

Shipping and Tracking:
Once your custom-made ring is completed, it will be shipped to the address provided during the ordering process. We utilise reliable shipping methods to ensure the safe and secure delivery of your purchase. Additionally, we will provide you with a tracking number, allowing you to monitor the progress of your shipment.

International Orders:
For international orders, please note that customs procedures and shipping times may vary. We will provide an estimated delivery timeframe specific to your location upon order confirmation. However, please be aware that customs delays and import duties, if applicable, are beyond our control and may affect the overall delivery time.

Customer Satisfaction:
Our ultimate goal is your satisfaction with the custom-made ring you receive. If you have any concerns or inquiries regarding your order or delivery timeframe, please don’t hesitate to reach out to us. We are committed to addressing your questions and resolving any issues promptly and efficiently.

White gold and platinum are two completely different metals, each with their own unique properties. 18ct white gold is a mixture of 75% pure gold, 25% silver and palladium (an alloy which turns the metal white). High grade platinum is made from 95% pure platinum and 5% iridium. 18ct white gold has a slight yellow tinge in its natural state, so these rings are coated with a solution called rhodium. The rhodium plating is used to make white gold look bright white. Depending on how often the ring is worn, this coating can last from one to three years. Some people prefer wearing platinum because it is sturdier, hypoallergic and does not tarnish, meaning it does not need to be rhodium plated.

Off course you can! If you are after a unique custom ring with a rare one-of-a-kind gemstone to help guide you towards your true life path, simply email me directly at nadine@designbay.com.au or contact us via the contact page on our website and provide us with the gemstone details you are after. We will respond to you within 48 hours. Depending on the gemstone type, you will receive either a photo or a video with all the gemstone specifications. You also have the option to include a gemmological certificate to verify the authenticity of your gemstone.

We work with high grade platinum and 18 carat white, yellow and rose gold. Each inspirational ring is stamped with its own hallmark number, which proves the authenticity of the material and indicates the percentage of precious metal your unique ring contains. 

Once you approve your CAD quotation, it’s time to bring your unique Design Bay ring to life! You will be notified at various stages of the manufacturing process of your unique custom made ring.

Design Bay Jewellery uses only the finest diamonds and gemstones, which are sourced globally from reputable manufacturers that comply with the United Nations Kimberley Process. For peace of mind, you have the option to include a gemmological certificate to verify the authenticity of your gemstone.

We currently have the following payment methods available at checkout:
• VISA debit and VISA credit cards
• Mastercard
• AfterPay
• PayPal
• Bank transfer

Your CAD quotation is valid for 10 business days from the date of the quotation. Please contact us if you decide to go ahead and your quote is no longer valid.

The Design Bay ring size guide is a great way to measure your finger size. You also have the option to order a free ring sizer to give you confidence when ordering your inspirational quote ring. Simply fill in the form provided and we will send one out to you.

Domestic Service Only:
At this point in time, our custom-made ring service is exclusively available to customers within Australia. We currently do not offer shipping or delivery services for international orders.

Exception for Individual Requests:
While our primary focus is on serving our Australian customers, we understand that there may be special circumstances or exceptional cases where international customers may express interest in our custom-made ring service. In such situations, we are open to considering individual requests on a case-by-case basis.

Process for International Customer Requests:
If an international customer wishes to inquire about the possibility of utilising our custom-made ring service, they are encouraged to contact us directly. We will assess the feasibility and logistical aspects of fulfilling the request, taking into account factors such as shipping feasibility, customs regulations, and any additional costs or requirements.

Individualised Solutions:
For international customers whose requests are considered feasible, we will work closely with them to determine the best course of action and potential alternatives. This may involve additional communication, clarification of requirements, and exploration of shipping options to ensure a smooth and satisfactory customer experience.

Communication and Expectations:
During the assessment and decision-making process, we will maintain open lines of communication with international customers, providing updates and transparent information about the feasibility and potential limitations of fulfilling their custom-made ring request. We will strive to manage expectations effectively, taking into account factors such as sourcing materials, production timelines, and shipping arrangements.

Terms and Conditions:
For international customers whose requests are accepted, we will establish individualised terms and conditions that address the specifics of their custom-made ring order, including pricing, payment methods, shipping costs, and any additional requirements or restrictions that may be applicable. These terms and conditions will be communicated and agreed upon prior to finalising the order.

Policy Subject to Change:
Please note that this exemption policy for international customers is subject to change at the discretion of the company. We reserve the right to modify or update this policy as necessary, and any changes will be communicated to customers in a timely manner.

Limitations and Availability:
While we strive to accommodate international customer requests to the best of our ability, please be aware that availability and feasibility may be limited due to factors beyond our control, including shipping constraints, customs regulations, and logistical considerations.

We appreciate your understanding regarding our current focus on serving Australian customers. We will continue to review and assess the feasibility of expanding our custom-made ring service to international customers in the future, with the aim of providing a wider range of options for all customers.

Your unique inspirational ring can be shipped anywhere in Australia, however we are unable to ship orders to PO boxes.

For peace of mind, all orders are sent via tracked express post. This way you can be sure you receive your unique inspirational quote ring safely and on time.

Design Bay Jewellery handles returns and processes refunds in accordance with the Australian Consumer Protection legislation. This Returns Policy (“Policy”) applies to purchases made from Design Bay Jewellery through our online jewellery store at https://designbay.com.au. The expressions “we,” “us,” and “our” refer to Design Bay Jewellery.

1. Change of Mind Returns

As our rings are custom made to specific specifications, we do not offer change of mind returns. However, we value customer satisfaction, and if you are not 100% happy with your purchase, we will make reasonable efforts to accommodate necessary alterations to ensure your satisfaction. The cost of such alterations will be borne by you at the cost price for making the requested changes. Please note that this does not cover scenarios where the customer has chosen an incorrect ring size.

2. Feedback and Customer Dissatisfaction

We believe in the quality of our bespoke rings and strive to provide excellent products and services. If, for any reason, you are not satisfied with your purchase, we would love to hear your feedback. Please contact us via email, the contact page on our website, or any available contact method, and provide a detailed explanation to let us know why you are not satisfied. Your honest feedback will help us improve our service and product offerings.

3. Faulty Product Returns

In accordance with your rights under the Australian Consumer Law, if the item is faulty or does not meet your specifications, we will rectify the situation. Every ring undergoes thorough inspection before dispatch, but in the unlikely event that your ring is faulty or not as specified, you are entitled to a replacement.

3.1 Eligibility: Faulty product returns are accepted within 14 days of delivery.

3.2 Conditions:
3.2.1. The ring must be unworn and in its original condition.
3.2.2. The return must be accompanied by a tax invoice.
3.2.3. Faulty returns must be made via pre-paid post, with the responsibility for any loss or damage until delivery to us lying with the customer. We recommend insuring the returned items during delivery (e.g., Australia Post ‘Extra Cover’).
3.2.4. Include a copy of your shipping confirmation email or order confirmation email in the return package.

3.3 Refund/Resolution: Upon receipt of the returned ring and its inspection and assessment by us, we will determine the appropriate resolution. This may involve repair, replacement, or a full refund, depending on the nature of the fault.

3.4 Refund Processing: Any refund, repair, or replacement will be processed within a reasonable time frame, usually within 30 days of receipt. Refunds will be issued using the same method of payment used for the original purchase.

All returns are to be sent via registered Australia Post to:

Design Bay Jewellery
Brisbane Club Tower
Level 1, Suite 400
241 Adelaide Street
Brisbane QLD 4000

Refunds will be processed promptly and payment made by the same method that you made payment. All refunds are made at the discretion of Design Bay Jewellery.

Please note:
• All returns are subject to inspection and assessment by Design Bay Jewellery
• Refunds will only be made to the debit/credit card or finance account used for the original purchase.
• This Policy does not affect your statutory rights under the Australian Consumer Law.

If you have any questions or require further assistance regarding our Returns Policy, please contact us using the available contact methods. Thank you for choosing Design Bay Jewellery for your jewellery needs.

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