Frequently Asked Questions

Question 1

How long will my order take to arrive?

Accepted Answer

Standard shipping within Australia takes 3–7 business days. Express shipping (1–3 business days) is available at checkout. Orders are dispatched from our Melbourne studio within 1–2 business days of being placed. You will receive a tracking number by email once your order is on its way.

Question 2

Do you offer free shipping?

Accepted Answer

Yes — standard shipping is free on all Australian orders over A$100. For orders under A$100, a flat shipping fee applies. See our Shipping & Returns page for full details.

Question 3

Do you ship internationally?

Accepted Answer

We currently ship to Australia and New Zealand. International orders may be subject to customs duties and import taxes in the destination country — these are the responsibility of the recipient and are not included in our shipping fees.

Question 4

Can I change or cancel my order after placing it?

Accepted Answer

We process orders quickly, so changes are not always possible. If you need to make a change, email us at hello@kosyjewels.com.au as soon as possible after placing your order and we will do our best to help. Once an order has been dispatched, we are unable to make changes.

Question 5

My order says delivered but I haven't received it — what do I do?

Accepted Answer

First, check around your property and with neighbours in case it was left somewhere safe. If you still cannot locate it, contact us at hello@kosyjewels.com.au with your order number and we will investigate with the carrier on your behalf.

Question 6

What is your returns policy?

Accepted Answer

We accept returns on unworn items in their original condition and packaging within 14 days of delivery. Please visit our Shipping & Returns page for the full policy and instructions on how to start a return.

Question 7

Can I exchange a ring for a different size?

Accepted Answer

Yes — we offer free size exchanges on rings within 14 days of delivery, provided the ring is unworn and in its original condition. Email us at hello@kosyjewels.com.au with your order number and the size you need.

Question 8

My item arrived damaged — what should I do?

Accepted Answer

We are so sorry to hear that. Please email us at hello@kosyjewels.com.au within 7 days of receiving your order, including your order number and photos of the damage. We will arrange a replacement or refund at no cost to you.

Question 9

Can I return a gift?

Accepted Answer

Yes. If you received a Kosy Jewels piece as a gift and would like to exchange it, email us with the order number (if you have it) or the name of the person who purchased it. We will do our best to help.

Question 10

What is gold fill? Is it the same as gold plating?

Accepted Answer

Gold fill and gold plate are very different. Gold fill is made by pressure-bonding a thick layer of solid gold (at least 5% of the total weight) to a base metal core. Gold plate is a very thin layer applied by electroplating — it wears off quickly. Gold fill is far more durable, longer-lasting, and much closer in quality to solid gold. With proper care, gold fill pieces can last for years without losing their colour.

Question 11

Are your pieces nickel-free?

Accepted Answer

Yes. All Kosy Jewels pieces are nickel-free, making them suitable for most people with metal sensitivities. Our earrings use sterling silver posts, which are hypoallergenic and comfortable for everyday wear.

Question 12

Are your pieces suitable for sensitive skin?

Accepted Answer

Our pieces are made with nickel-free gold fill and sterling silver posts, which are generally well-tolerated by people with sensitive skin. However, individual sensitivities vary. If you have a known metal allergy, we recommend consulting with a dermatologist before purchasing.

Question 13

Will my jewellery tarnish?

Accepted Answer

Gold fill is very resistant to tarnishing under normal conditions. With proper care — keeping pieces away from water, perfume, and chemicals — your jewellery should maintain its colour for years. Sterling silver posts may develop a slight tarnish over time, which can be easily removed with a silver polishing cloth. See our Jewellery Care Guide for full care instructions.

Question 14

My piece looks slightly different from the website photo — is that normal?

Accepted Answer

Yes, and it is actually a feature we are proud of. Every Kosy Jewels piece is made by hand, so there will always be slight variations in finish, texture, and shape between individual items. These subtle differences are what make handmade jewellery special — your piece is genuinely one of a kind.

Question 15

Do you offer custom or personalised pieces?

Accepted Answer

We do not currently offer custom orders through the website. If you have a specific request, email us at hello@kosyjewels.com.au and we will let you know if it is something we can accommodate.

Question 16

How do I find my ring size?

Accepted Answer

The most accurate way is to visit a local jeweller and have your finger measured. You can also measure at home using a strip of paper or string: wrap it snugly around the base of your finger, mark where it overlaps, measure the length in millimetres, and compare to a ring size chart. Our rings are available in sizes 5–9 (US sizing).

Question 17

I'm not sure what size to order — what should I do?

Accepted Answer

If you're between sizes or unsure, we recommend ordering size 7, which fits most people. We offer free size exchanges within 14 days of delivery on unworn rings, so you can swap if needed.

Question 18

Can you resize a ring after purchase?

Accepted Answer

We offer free size exchanges within 14 days of delivery for unworn rings. For resizing after that period, we recommend visiting a local jeweller — gold fill resizes well with standard jewellery tools.

Question 19

Do you offer gift wrapping?

Accepted Answer

Yes — you can add gift wrapping at checkout for A$8. Your order will be wrapped in tissue paper with a satin ribbon and a handwritten card with your personal message, ready to give straight from our studio.

Question 20

Can I include a personalised message with my order?

Accepted Answer

Yes. When you select gift wrapping at checkout, you will have the option to add a personal message. We will handwrite it on a card and include it with your order.

Question 21

Will the price be included in the package?

Accepted Answer

No — we never include pricing information inside the package, so your order is always gift-ready.

Question 22

I'm not sure what to buy — where do I start?

Accepted Answer

Our Gift Guide is a great place to start. We have curated picks by occasion (birthday, anniversary, just because) and by budget, so you can find something perfect without the guesswork.

Question 23

Do I need an account to place an order?

Accepted Answer

No — you can check out as a guest. Creating an account lets you view your order history, save your delivery address, and track orders more easily.

Question 24

How do I track my order?

Accepted Answer

Once your order is dispatched, you will receive a tracking number by email. You can also track your order on our Order Tracking page — just enter your order number. If you have an account, your orders will appear in your account dashboard.

Question 25

I forgot my password — how do I reset it?

Accepted Answer

Click "Forgot password" on the login page and enter your email address. We will send you a link to reset your password.

Orders & Shipping

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