Frequently Asked Questions.
How does the bespoke deposit work?
💎 Bespoke Deposit Policy
We are honored to create something truly special — just for you.
To begin your bespoke journey, we kindly require a 50% non-refundable deposit. This secures your design, materials, and production schedule, and reflects the time and craftsmanship involved in every personalized piece.
Payment Terms:
- A 50% deposit is required to confirm your bespoke order and initiate the design and stone sourcing process.
- The remaining 50% balance is due upon completion, prior to collection or shipping.
- Your piece will not enter production until the deposit has been received and the design approved in writing.
Why a Deposit?
This deposit covers:
- Personalized consultation and design development
- Stone sourcing and CAD modelling
- Reserving time with our artisan team
- Administrative and operational preparation for your custom piece
Refund Policy:
- All bespoke deposits are non-refundable once the design process has commenced.
This ensures fairness to the artisans and suppliers involved in the early stages of creation.
- If you choose not to proceed after design approval, the deposit will be retained to cover the work completed up to that point.
- In the rare event that we are unable to fulfil your order due to unforeseen circumstances on our side, your deposit will be fully refunded.
We are here to make this experience beautiful and transparent. If you have any questions about payments, timelines, or adjustments along the way, please don’t hesitate to reach out.
How do I find my ring size?
Size chart & Guides
Measure your finger at normal temperature—avoid times when it’s cold or swollen. The ring should glide over your knuckle with gentle resistance and feel snug but not tight at the base. Different metals, widths, and styles can affect fit—wider bands often need a larger size. If you’re between sizes, choose the larger one for comfort. This chart is a general guide; for the most accurate fit, use a professional sizer or visit our store.
Can I resize a ring after purchase?
Yes-We offer one complimentary resizing within 30 days of purchase for gold or platinum rings, limited to ±2 sizes. Resizing beyond this range may incur a small fee. Please note that certain styles cannot be resized, including eternity rings, titanium rings, and designs with special structures.
Are your materials ethically sourced?
Yes. We work only with trusted suppliers who offer conflict-free stones and responsibly sourced metals.
Do you ship internationally?
Currently, we ship within New Zealand and Australia. NZ orders estimated to arrive in 1–3 working days, AU orders within 5–8 working days. For international enquiries, please contact us directly.
What payment methods do you accept?
We accept credit cards, bank transfers, EFTPOS, WeChat pay, Alipay. Payment plans may be available on request for higher-value items.
Do I need to book an appointment?
Yes — our studio is open by appointment only. You can book via our online calendar or contact us directly.
Can I bring a friend or partner to my appointment?
Absolutely! We love when jewelry becomes a shared experience.
Do you offer Duty-Free shopping?
Yes, we do. We offer duty-free shopping for eligible overseas visitors.
1) Who Is Eligible for Duty-Free (GST-Free) Purchases?
Customers who are genuinely leaving New Zealand and will take the items out of the country.
The purchase price (including GST) must be NZD 4,000 or above to qualify for our duty-free service.
2) What Information Do Customers Need to Provide?
At the time of purchase, customers must provide:
Passport details (name and passport number), and present the original passport for verification.
Flight information (airline, flight number, date and departure time).
Contact details (mobile phone number, email address).
3) Purchase Process
Customer selects items in-store and requests duty-free service.
We arrange pickup details and timing—typically, pickup must occur at the airport before departure. Please provide at least 3 business days’ notice; urgent requests may be possible upon inquiry.
4) Airport Pickup Requirements
Items must be collected after airline check-in but before passing through Customs at the designated airport location. Failure to do so may result in forfeiture of pickup eligibility.
5) What If Flight Changes, Departure Is Early, or Order Is Cancelled?
If any details change (e.g. flight or passport info), contact us immediately to rearrange pickup or adjust documentation.
If pickup or export cannot be completed as planned, GST-free status may be lost, and GST could become payable.
6) Customer-Provided Information Errors – Liability Disclaimer
Customers must ensure that all submitted information (passport, flight, contact details) is accurate, complete, and matches travel documents.
Disclaimer: Shiny Co. Jewels is not liable for any issues arising from incorrect, incomplete, or outdated information provided by the customer—such as ineligibility for GST-free treatment, additional fees, or fines. Customers are responsible for any resulting charges or penalties.
7) Returns, Exchanges & Warranty (for Duty-Free Orders)
Our standard return, exchange, and warranty terms apply unless otherwise agreed in writing at the time of sale. If items have been exported or transferred to the customer’s possession via Customs, returns may be more complicated and may incur tax or logistics costs.
