Customer Care

Repairs
We will repair any manufacturing fault at no cost within 6 months of the purchase date. Proof of purchase is required. Manufacturing faults do not include:

Chipped, cracked or broken gemstones
Broken chains or broken strung necklaces
General wear and tear including rings that have bent out of shape or oxidised
Plating that has worn off - please note we can re-plate pieces for a fee

If you would like any of the above repairs made, we can assess the damage and will quote for the cost before proceeding. Any item that was purchased outside of the 6 month warranty period will be charged for repair/replacement.

Each piece of US Jewellery is handmade and may vary slightly from those shown on this website. We consider this a unique and special quality of our products.

 

Orders
Because US Jewellery is made to order, we are unable cancel and do not offer refunds after the order has been placed. If you have made an error with your purchase we may be able to accomodate you if you contact us immediately within 24 hours of your purchase at hello@undergroundsundae.com.

 

Pricing
All prices are shown in Australian dollars. All prices are correct at time of publication, however we reserve the right to alter prices for any reason. If this should happen after you have ordered a product, we will contact you prior to processing your order.

 

Colour Accuracy
While we have made every effort to display accurately the colours of all products, the actual colours you see will depend on your device and may not be 100% accurate.

Pearls
The Baroque, Keshi and Freshwater pearls we source may have imperfections and irregular, non-spherical shapes. As each pearl is very unique, size shape and colour may vary pearl-to-pearl. Please consider this when purchasing pieces including pearls.

 

FREQUENTLY ASKED QUESTIONS

 

I need my order by a specific date - can this be arranged?
If you need your piece for a specific occasion, please contact us and we will do our very best to accomodate you needs. Please note that as our items are often made-to-order, we may not be able to complete every request.


Can I order my piece with slight variations?
The majority of our pieces are made to order, so if you have any special requests please add them to the “Notes” box in either the product, in your cart, or contact us.


Do you make custom commission pieces?
US makes custom pieces for all occasions, if you’d like to enquire about a special piece, please visit our "CUSTOM" page, or contact us at hello@undergroundsundae.com.


Can I have my piece engraved?
Depending on the piece, we can add stamped initials/letters, or arrange engraving at the customers expense. Please contact us at hello@undergroundsundae.com, before or after purchase and we can arrange this for you.


Do you have a store?
Our studio in the Nicholas Building is available for viewing by appointment only. If you’d like to visit us to see what pieces we have available, please contact us at hello@undergroundsundae.com to arrange a viewing time.


I have made a mistake with my order - can I change it?
As the majority of our pieces are made-to-order, we are unable to make changes to or cancel your order once the production process has begun. However, if you think you’ve made a mistake please contact us as soon as possible and we’ll do our best to accomodate you.


What size ring am I?
If you are unsure of your ring size we can send you a ring sizer for a small cost, please contact us at hello@undergroundsundae.com to arrange.


My ring is the wrong size, can I have it re-sized?
Yes. We can resize to suit any ring size, for a small cost. Please contact us to arrange.


Difference between gold plate, and solid gold?
A piece which is “Gold Plated” is made from one metal (usually sterling silver) coated in a layer of gold, and may wear off over time. These pieces can be re-plated for a small fee. A piece which is “Solid Gold” is made from either an alloy of, or pure gold. The most common gold alloys are 9k, 14k or 18k. 24k refers to 100% pure gold.


What are semi precious and precious stones?
Natural gemstones are those formed in nature with no human interference and divided into two categories: precious and semi precious, considering their value, hardness and rarity. Precious stones are: diamonds, rubies, emeralds and sapphires and are more expensive. All other natural stones are considered semi-precious.


What are synthetic gemstones?
Synthetic gemstones, also referred to as lab-grown, cultured, or hydrothermal are stones made in laboratories. They are identical to their natural counterparts in the crystal structure, chemical composition, appearance and physical properties. The difference between natural and synthetic gemstones is that the latter is grown with human aid under controlled environments and commands lower prices.