Frequently Asked Questions
Sometimes, searching for that perfect diamond ring can be overwhelming. We're here to help as much as we can. Explore the categories below to find your answer.
Timing and Orders
Is your jewellery made to order?
Our diamond engagement rings and wedding rings are made to order. If an item is made to order, it will be stated in the product description.
Do you have any jewellery ready to wear now?
Yes! If you're lucky enough to visit one of our stores, you will find a many more jewellery pieces in stock, ready to wear. We also have the widest range of ready to wear diamond engagement rings, for those last-minute surprises!
How long does it take to receive my order?
We have a standard manufacturing time of between 6-8 weeks from placing your online order to arrival at our head office. Delivery timeframes to you are dependent on Australia Post.
If your purchase was in-store, your order may arrive sooner than 6-8 weeks, depending on jewellery item.
I need my order ASAP, what can I do?
If your order was made to order, please contact us at email@example.com or phone your sales consultant at your preferred store. We will work with you to see what can be done to progress your order.
Can I get a refund?
As a gesture of goodwill, we offer a 30 day refund/exchange policy on website purchases for most items if you change your mind.
Items must be in original condition, unworn, undamaged and in original packaging with satisfactory proof of purchase.
Please read our refund and returns policy here.
Payment, Gift Cards and Matthews Money
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.
Please email firstname.lastname@example.org to organise this.
What is Matthews Money?
Matthews Money provides more value to you as our customer.
We provide 10% back in Matthews Money on every purchase you make with us, to be spent on your next purchase with us - including sale items.
For more details please read the full policy here.
Do you offer AfterPay?
Yes we do! Afterpay is set up so that you make four equal installments over eight weeks. There is no interest or added fees and nothing to pay up front and payment is automatically deducted from your credit card.
If you use your Afterpay account responsibly then you’ll only ever pay the price of the item you’ve purchased. The only fees Afterpay charges are late fees for missed payments.
The process of obtaining an Afterpay account takes less than 5 minutes and you can sign up here.
Do you offer Zip?
Zip works slightly different to Afterpay, in that the payment structure is a bit more flexible.
You are able to schedule payments weekly, fortnightly or monthly. There is a $6 account keeping fee but, this monthly fee is waived if the closing balance is paid by the due date. No balance, no fee!
Again the process of obtaining a Zip account is quite simple and you can sign up for zip here.
Shipping and Delivery
What are my shipping and delivery options?
In-store pickup is available at all our stores during regular opening hours.
We offer free shipping on all Australian orders $100 or more. When you complete your online order you will receive a confirmation email, followed by a delivery email. Once dispatched, you will receive tracking information via the email address connected to your order.
All times and dates given for delivery of the products are given in good faith but are estimates only and dependent on Australia Post's capacity.
Do you ship internationally?
We do not offer international shipping at this time.
What if my order is delayed?
Once dispatched, you will receive tracking information via the email address connected to your order. If delivery is delayed for any reason this tracking information will be updated.
What if I'm not home to receive delivery?
For all Australia Post shipments, your order will be taken to the nearest post office and can be collected with relevant ID.
Do you ship to PO Boxes?
Yes, all orders that are dispatched with Australia Post can be shipped to a PO Box.
About Our Products
Do you offer a warranty?
On order $1499 and over you receive our complimentary Lifetime Guarantee. This is our commitment to you to care for your jewellery for its lifetime.
Do you stock certain brands?
Yes, we are the preferred stockist for several local Australian brands like Pink Kimberley Diamonds, Sapphire Dreams and Daniel Bentley.
Is your jewellery gold?
Yes, the gold in our jewellery is the ideal type used in fine jewellery.
Gold purity is defined by its karatage (or more well known as carat). Solid gold (or 100% gold) is too soft for any type of jewelry, so 'gold' usually refers to an alloy, which is a mixture of gold and some other metal.
Our gold jewellery is 9k, 14k, or 18k gold.
Find out more here.
Do you sell silver jewellery?
Yes, we sell exquisite silver jewellery design by renowned Australian designer Daniel Bentley. With over 25 years’ experience as a jewellery designer, Daniel Bentley has dedicated himself to hand-crafting exquisite and timeless pieces of jewellery. Daniel’s work is renowned for his superb craftsmanship, and each piece is created with the utmost care and respect. His designer jewellery is more than beautiful, it’s inspiring, striking and sophisticated. Daniel Bentley’s reputation for producing divine pieces has seen his jewellery worn by European aristocracy, national leaders and media personalities.
How do I find out my ring size?
Surprisingly easily with our step by step guide.
I picked the wrong ring size. Can you resize my ring?
Yes, we offer a complimentary ring resize for all Matthews Jewellers engagement rings under our Lifetime Guarantee.
What is your natural diamond range?
Our Natural Diamond range represents our vast collection of mined diamonds. Our certified collection balances diamond size with the highest cut, colour and clarity grading. Diamonds in this range are brighter, have more sparkle and better performance than similar sized diamonds in the signature collection.
What are lab created diamonds?
Our Lab Created Diamond range offers clients a bigger, brighter and more brilliant diamond at a lower investment.
A lab created diamond is grown from a sliver of diamond in lab-conditions that mimic the geological processes that create natural diamonds. The result is a lab created diamond that has essentially the same chemical, optical, and physical properties of a diamond found in nature. They are just as hard, are graded with the same range of colours and qualities as mined diamonds and shine and sparkle in the same way.
Just like natural diamonds, lab created diamonds can be cut to the highest of standards and, therefore, can possess excellent fire, brightness and scintillation.
As with our natural diamond range, we meticulously choose each lab created diamond to ensure excellent quality and characteristics for all tastes and budgets.
What are Australian Pink Diamonds?
Rare, luxurious Australian pink diamonds are one of the world's most valuable precious gemstones, sources solely from the Western Australian Argyle mine.
Read more about one of Australia's most desirable possessions.
Custom Design and Remodeling
What can I custom design?
Custom design is our forte. If you can dream it, we can design it. Custom design usually starts from scratch or an inspo image. For a full run down on how it works, please click here.
What can I remodel?
Remodeling is a little bit different from custom design. With remodeling, we are usually working with an existing piece of jewellery or gemstones.
This is the ideal option for when you want to retain the 'soul' of the jewellery, while simultaneously future-proofing it for its next lifetime of wear.
For example, you may want to replace CZ stones in your grandmother's uniquely shaped pendant with real diamonds. Or you may want to update your mother's pearl earrings to something more on trend.
The process for remodeling is the same as custom design, as linked to above.
Can I book a consultation for custom design?
Yes, absolutely. We highly recommend you speak to one of our design consultants to ensure you get exactly what you want.
Book your obligation free consult here.