FAQs
Shopping Experience
Can I just drop by the showroom?
We would like to ensure that you get the full personalised experience, therefore our showroom is open by appointment only. Discover our collection of engagement rings and wedding bands by booking a consultation (in-person or online consultations available).
Do you offer virtual consultations?
Yes we do, please follow the book a consultation link and select Google Meet as your meeting location for a virtual consultation.
Where can I view your pieces in person?
Our beautiful showroom is based on Little Collins Street in the Melbourne CBD. Please note, our showroom is by appointment only. If you would like to arrange an appointment to view and try our pieces in person, you can book a consultation here.
Can I return a product?
At Above Ground Jewellery, each piece is uniquely created for our clients. We value the craftsmanship and dedication involved in making each unique piece of special occasion jewellery. Therefore, we do not offer refunds/returns or exchanges unless the item is faulty or damaged due to manufacturing defects.
We kindly ask that you choose carefully – we will be happy to assist in any questions you have about our pieces.
Customer satisfaction is very important to us. If you aren’t happy with you item, please contact us and we will work together to resolve the issue.
Custom Design Process
I am interested in creating an engagement ring. Where do I begin?
You can start by exploring our collection of engagement ring designs. We also offer complimentary bespoke services, meaning that you can bring a design to us and we can help you bring it to life.
To discuss your options or enquire about pricing, it's best to book an obligation-free consultation with us via the link here.
We will walk you through design and diamond selection and provide you with a detailed quotation.
To learn more about our Bespoke Process, see here.
Do you offer custom engagement design services?
We offer complimentary custom engagement ring design services.
Please get in touch via our Contact Form to discuss with us, alternatively book a consultation to talk to us in person or virtually.
Do you offer custom wedding band design services?
Absolutely! We offer complimentary custom wedding ring design services.
Please note if you have a low setting ring and would like a contour wedding band, we will require you to leave your engagement ring with us during the production process to ensure a perfect fit.
Please get in touch via our Contact Form to discuss with us, alternatively book a consultation to talk to us in person or virtually.
Can I customise an existing design from your collection?
Absolutely, we offer complimentary design services to ensure that the ring design is everything you've dreamt of. This includes using our existing design as a starting point and adding further changes to it.
Can I supply my own stone?
We do not work with client-sourced stones.
We accept heirloom diamonds and precious gemstones on a case-by-case basis; however, we will first ensure it is suitable for a new design. Please note, we charge an additional design and stone setting fee of $450 for this service.
We are unable to repurpose or recycle your existing metal as our metal is refined by our trusted Australian gold suppliers.
What types of stones and metals do you offer?
We offer diamonds and precious gemstones and work with 18k gold and platinum for our engagement and wedding pieces.
Production & Pick Up / Delivery
How long will it take to get my order?
Crafting of your engagement or wedding ring typically takes 4-6 weeks from design confirmation. If you need your ring sooner, please contact us to discuss your available options. Please note that shipping is not included within this timeframe and you can find all our shipping information here.
As a recommendation, we advise allowing plenty of time prior to your proposal or wedding to order your rings, to ensure a smooth, stress-free production and delivery.
Can I get my order faster? Do you offer a rush service?
On occasions, we do offer expedited services for our clients with a tight turnaround time. If you need your ring sooner, please contact us to discuss your available options.
Can i pick up my ring from your showroom?
Absolutely! When your ring is completed and ready for collection. Our team will contact you to book a pick up time from our Melbourne showroom.
I am not located in Australia. Do you deliver internationally?
Yes, we ship worldwide! Import duties and taxes may be relevant to international shipments outside of Australia. Once your order arrives in your destination country, you will be liable for all custom fees and taxes that may be incurred to release the parcel.
What are your shipping methods?
For all Australian orders, we use Australia Post. All parcels will be insured post, ensuring your precious purchase reaches you safely.
For all international orders, we use DHL express to ship your purchases.
Where are your pieces made?
All Above Ground Jewellery pieces are proudly designed and handcrafted in our local workshop.
Payment Options
What payment methods do you accept?
At Above Ground Jewellery, we accept payments via bank transfer, direct debit, cash, paypal or credit card.
What is the deposit required for an engagement ring?
For bespoke engagement rings, we require a 50% deposit to secure your stones and begin the design process. The remaining 50% balance is due prior to collection or shipping.
For Ready-To-Wear engagement rings, full payment is required at the time of placing your order.
What is the payment structure for wedding bands?
As all our wedding bands are made-to-order, we require a 50% deposit to place your order and begin production. The remaining 50% balance is due prior to collection or shipping.
For Ready-To-Wear engagement rings, full payment is required at the time of placing your order.
Do you offer payment plans?
At this time, we do not offer payment plans or lay-by options for our pieces.
Can I split payments across multiple cards or payment methods?
Yes, we can accommodate up to two split payments. Please contact our customer service team who can issue custom invoices for these amounts.
Ring Sizing & Adjustments
What if the ring doesn't fit after I bought it?
At Above Ground Jewellery, we offer one Free Resize for engagement and wedding rings within the first 12 months of your ring's completion.
Please note that this is subject to eligible design style/metal type and significant size adjustments may have limitations to maintain the ring's integrity and quality. Rings requiring adjustments beyond our resizing limits may incur additional costs for remanufacturing.
Our team provides guidance during the consultation process to help determine the viability of the ring style you have chosen.
Is the first resize complimentary?
Yes, we offer a free resizing within 12 months of collection on all our engagement and wedding rings.
How do I find my ring size?
The most accurate way to determine your ring size is to have it measured professionally. If you're able to visit our showroom, we can arrange an appointment to discuss your ring and measure your size.
What if I need to find my partner's ring size without them knowing?
There are a few ways to help you find an approximate ring size:
- Measure an existing ring: Select a ring that fits their ring finger and measure its internal diameter (in mm). Precision is important as even 1mm can affect the final size. We recommend using calipers for accuracy. Then contact us with the measurement to find out your ring size.
- Use a different finger or hand as reference: We can calculate a relative size based on another finger. You can use your complimentary resize after your proposal to achieve the perfect fit.
- Send reference photos: Provide a photo of your partner's hand with a common object (like a water bottle or phone) for scale. This gives an approximate size that can be adjusted later.
- Request a ring sizer: Visit our showroom after your consultation to collect a ring sizer tool for a more accurate measurement.
Remember you have access to 1 free resize within 12 months of your ring purchase to adjust the ring size.
Care & Maintenance
How should I care for my engagement ring at home?
Over time, everyday elements like makeup, lotion, and dirt can dull your ring’s sparkle — but a little at-home care goes a long way. Gently clean your ring with warm water, mild soap, and a soft toothbrush. Be mindful to remove your ring when showering, swimming, working out, or doing chores to protect it from harsh chemicals, impact, and potential damage. And when you’re not wearing it, store it safely in a fabric-lined box to prevent scratching or loss.
For a detailed step-by-step guide, visit our Ring Care Guide.
Do you offer a cleaning service?
Above Ground Jewellery offers complimentary lifetime cleaning and servicing. As part of this service, your ring will be given a thorough inspection, clean, polish, and tightening of stones (if required). If your ring is crafted in white gold, it will require re-plating in Rhodium, which will be at an additional cost.
To ensure your warranty is valid, you must have your ring checked by our jewellers every 12 months.
How often should I have my ring checked?
We recommend having your ring inspected and serviced at least once every 12 months.
Regular checks help ensure the setting is secure, stones are tight, and your ring remains in optimal condition. Annual servicing also includes cleaning and, if needed, polishing or rhodium plating for white gold. Keeping up with these inspections helps prevent damage or loss and extends the life and brilliance of your jewellery.
What is your warranty for your engagement rings and wedding bands?
Quality and integrity are of the utmost importance to Above Ground Jewellery. All Above Ground Jewellery engagement rings and wedding bands come with a lifetime warranty from the date of completion. Please view the full lifetime warranty information here.
We always recommend the purchase of independent insurance for your Above Ground Jewellery ring. This will cover anything outside of our warranty and protect you for accidents or circumstances out of your control.
Lab-Grown Diamonds FAQs
Are lab-grown diamonds real diamonds?
Yes! Lab-grown diamonds, also known as laboratory-grown diamonds are physically, chemically and optically identical to mined diamonds.
The key difference between mined and lab grown diamonds is that one forms over thousands of years while the other takes just a few weeks to create. The lab grown diamond process has become so advanced that a gemologist cannot tell the diamonds apart by looking at them and would need to use very specialised equipment to detect the differences in trace elements.
What is the difference between a mined diamond and a lab-grown diamond?
The difference between a mined diamond and a lab-grown diamond is their origin.
Lab-grown diamonds are chemically, optically, and physically identical to mined diamonds and offers the same fire, clarity, and carat weights as mined diamonds.
Are lab-grown diamonds ethical?
Lab-grown diamonds are a sustainable option, created using advanced technology under high pressure, which is much more ethical than traditional diamond mining methods.
Are lab-grown diamonds less expensive than mined diamonds?
Lab-grown diamonds are an excellent alternative to mined diamonds as they provide much more value. Without sacrificing quality for price, lab-grown diamonds will be more affordable than mined diamonds of the same quality and size.
Are lab-created diamonds flawless?
Just like their mined diamonds, every lab-created diamond is unique. Lab-grown diamonds undergo the same growth process and may contain minor internal or surface imperfections similar to mined diamonds. Each lab-grown diamond varies in colour, clarity, and cut. Expert gemological labs such as the IGI and GIA evaluate and certify each lab-created diamond using the same strict standards applied to mined diamonds.
Do lab-grown diamonds get cloudy?
No. Lab-grown diamonds have the same physical and chemical properties as mined diamonds, making them equally durable and scratch-resistant. They will not become cloudy over time.
Will a lab-grown diamond pass a diamond tester?
Yes, lab-grown diamonds will pass a diamond tester. Since lab-grown diamonds are made of pure carbon and have the same thermal conductivity and chemical properties as real diamonds, they will record a positive test on a diamond tester the same way as a mined diamond would.
Are your lab-grown diamonds certified?
Yes, all our diamonds above 0.5cts are either IGI or GIA certified.