Frequently Asked Questions

Quick answers about our hand-engraved jewellery, how personalisation works, orders, and delivery. For our legal terms on returns and pricing, please see our Returns & Exchange Policy.

Engraving Personalisation

  • For products that offer engraving, you will see a text field on the product page with a character limit. What you enter is exactly what we will use for production — please double-check all spelling, dates, and initials before adding to cart. Each piece is engraved by hand, so your text is carefully crafted to suit the design of the piece.

  • Character limits vary depending on the piece and the engraving style — for example, initials on a small signet versus a longer message on a larger tag. The product page will always show the maximum allowed for that specific item.

  • Standard keyboard punctuation and symbols are generally fine to use. Emojis and special Unicode characters may not reproduce reliably with hand engraving and are best avoided unless we have confirmed otherwise.

Material & Products

  • Each product page lists the material for that specific piece — for example, solid 925 sterling silver. Please be sure to read the description for the exact metal and finish before purchasing.

  • Some of our products are available in different variants, such as size or style. Where variants exist, you can select them on the product page before adding to cart. If you need something that is not listed, please email us and we will advise on what is possible.

Shipping & Delivery

  • Orders over $150 AUD qualify for free shipping within Australia where advertised in our checkout and banners. For orders under $150, shipping will be calculated and displayed at checkout.

  • Our store is priced in Australian Dollars (AUD). For international delivery enquiries, please email us at support@carmonajewellerycollection.com with your location and the items you would like, and we will advise if we can ship to you and the associated cost.

  • As personalised and engraved items are made to your specific instructions, we cannot accept returns for incorrect text submitted at checkout. If you notice an error immediately after placing your order, please contact us straight away at support@carmonajewellerycollection.com — we will do our best to help if production has not yet commenced.

  • Hand engraving has natural variation in depth, spacing, and finish. That is part of the character of a handmade piece and is not considered a defect. If something arrives damaged or not as ordered, contact us and we will work with you under Australian Consumer Law.

Order, Production & Account

  • Many of our pieces are made or finished to order, particularly when personalised with engraving. Typical dispatch is within a few business days, unless the product page or checkout indicates otherwise. You will receive email updates for confirmed orders where applicable.

  • Please contact us as soon as possible. Once personalisation or production has commenced, changes may no longer be possible. We will always be transparent about what options are available for your situation.

  • You can browse our store without signing in. Creating an account allows you to save your details and view your order history after purchase. You will still be asked for delivery and contact information at checkout either way.

Return Gifts & Packaging

  • Customised and engraved pieces generally cannot be returned due to change of mind. Non-customised items may be eligible for return within 14 days if unused and in their original packaging. Please see our full Return & Exchange Policy page for complete conditions, including faulty items and your rights under Australian Consumer Law.

  • Yes. Simply enter the recipient’s shipping address at checkout. If you would like to include a gift message or request discreet packaging, please add it to your order notes or email us with your order number — we will do our best to accommodate your request.