Terms of service

Simon West prides itself on the high standard of workmanship that goes into every piece of hand made jewellery. Reflecting our high quality standards, all of our handmade jewellery comes with a lifetime guarantee against faults in materials and workmanship

Our guarantee does not cover defects relating to general wear and tear, scratching, damage caused by accidents, neglect or misuse, or any resulting loss of the item or precious stones from the item. Our Simon West guarantee applies to items that have been maintained via regular checks and inspections every two years by our talented team of in-house jewellers. If this maintenance schedule has not been adhered to, this guarantee is void. If the item has been repaired or modified by a jeweller other than Simon West Fine Jewellery this guarantee is void.

Items on our website are sold ‘as-is’. Dimensions, gemstone specifications and ring sizes are all listed for your convenience. If you require a ring to be resized please make an enquiry via the website, email or by phoning the showroom and we can discuss the best course of action. This may be to have the existing ring resized or remade to your specifications. Costs may apply and will always be quoted before work proceeds.

If an item is listed as out of stock, a quote will be provided based on your specifications and a new gemstone/diamond sourced for you. Order timeframes for custom orders and out-of-stock pieces on our website can vary and are listed as an estimate to our best knowledge based on our workshop schedule. If you require your jewellery by a specific date please let us know.

CUSTOM

Custom made jewellery, loose diamonds and gemstones cannot be returned and an order cannot be cancelled once a deposit has been paid.

We recognise that it can be difficult to visualise your finished piece of jewellery will look and that some design changes might be required along the way to achieve exactly what you desire. For this reason, we give you the opportunity to make small changes to the design before any stones are set, without incurring additional costs. In this case, please contact us as soon as possible if you would like to make minor changes to your custom design once it has been ordered.

REPAIRS

In the event that your Simon West jewellery needs repair please contact us immediately so that we can assess the issue and work to rectify it in a timely manner. Items that are covered by our guarantee will be repaired free of charge, including any postage costs that are incurred by the purchaser. Items that fall outside of our guarantee will be quoted for repair. The cost of which is covered by the purchaser, including any postage fees incurred in the process.

RETURNS & REFUNDS

We sincerely hope that you love your new Simon West jewellery. However, we understand that purchasing online can be difficult. Wherever possible we endeavour to provide our customers with as accurate information as possible. This includes detailed measurements, descriptions and photographs.

In the event that the item you receive is incorrect our team will work to rectify the situation as soon as possible by sending out the correct goods once the incorrect item has been safely delivered back to us. If the item received is not as described on our website please get in touch as soon as possible with the item details.

Custom made jewellery, loose diamonds and gemstones cannot be returned for any reason and an order cannot be cancelled once a deposit has been paid.

If you are not 100% happy with your purchase and require a refund due to change-of-mind, please get in touch within 14 days of receiving your goods. We will then advise you of the returns process relevant to you. The item must be returned to us unworn, in its original condition and in the original Simon West packaging. Postage costs are the responsibility of the purchaser. Upon receiving the goods safely back to our Melbourne showroom a refund will be issued back to you in the original form of payment.

If the goods are lost or damaged in transit back to our showroom, Simon West will not be liable and the cost to repair or replace the goods will be taken out of the refunded amount.