Frequently Asked Questions


  1. Meet with our expert consultants
  2. Discuss potential designs based on your inspirations and ideas 
  3. Once you have chosen the design your consultant will source the necessary materials together with the jewellers in our workshop
  4. Review designs & final quote based on your budget
  5. Production begins in the Fairfax & Roberts workshop
  6. You will be advised when your beautiful bespoke piece will be ready for collection

It will take approximately 4-8 weeks to produce a customer made piece. You will be consulted along the way to ensure you receive exactly what you want. Your consultant will also send images, if requested, so that you can track progress and provide any feedback. A 3D wax print can also be made available during the feedback stage, to help you visualise your design and help it come to life. The complexity of the design will always determine the time frame but here is a step-by-step guide to the process.

  1. Design is finalised by yourself, our expert consultant, and our designer
  2. It’s technically planned and mapped out by our workshop manager and craftspeople
  3. Gemstone sourcing
  4. The central core of the design is made
  5. Technical specifications assessed
  6. Secondary elements are made
  7. Pre-polish
  8. Assessed by our diamond and gemstone setter for possible pre-setting
  9. Elements are soldered together
  10. Senior craftsperson critiques and assesses
  11. Quality control phase one
  12. Diamonds and gemstones are set
  13. Final polish
  14. Final quality control

You will be consulted along the way to ensure you receive exactly what you want, your consultant will also send images, if requested, so that you can track progress and provide any feedback.

We can custom-make almost all fine jewellery. This includes engagement and wedding rings, bracelets, pendants, earrings and more. All our jewellery and bespoke jewellery is made using the highest quality materials, incorporating stunning hand-engraving, diamonds and coloured gemstones. If you can imagine it, we can create it, given the design is technically possible and will safely hold any chosen stones.

Our ultimate objective is to make sure that you are happy with your bespoke piece. We recognise that it can be difficult to visualise how the finished item will look and that some design changes might be required along the way to achieve exactly what you want, or other technical elements may need to be considered and adjusted. For this reason, we allow you to make small changes to the design before any stones are set, without incurring additional costs. There are several types of alterations that are included in our service, such as changing the finger size, changing the profile of the band, reducing the width, etc, however, if the changes are significant or the piece must be remade, you will incur additional charges.

This is a case-by-case situation and will always be dependent upon how much labour and additional materials would be required to make the changes necessary. Your consultant will work closely with you to make sure you understand what costs you may incur and a quote will be provided for approval.

With bespoke pieces, it sometimes can be hard to imagine what they will look like. We alleviate this problem by allowing you to view the piece before the stones are set, either in person or images can be sent to you, and if you want to make some changes at that stage, you can. For more details on what design changes can be made please consult with your expert consultant and guidelines will be given.

Yes, we offer a variety of engraving, from hand engraving to finer surface laser engraving. Just bring your design in-store and one of our expert consultants will be able to provide a quote.


Many contributing factors determine the price of an engagement ring. The price depends on the design, choice of metal and most importantly on the choice of centre stone - diamonds and coloured gemstone are the most popular. At Fairfax and Roberts, we work with budgets of all sizes. Please have a look at our engagement ring page, which will give you an idea different styles of rings and prices, but we make rings starting from AU$8,000. At Fairfax & Roberts, our rings also come with a lifetime guarantee and a complimentary wedding band.

We welcome you to make an appointment, call us or send us an email with the specifications you are considering, and one of our expert consultants will get back to you with an estimated quote. Every design on our website can be made as a bespoke piece with a range of different diamond shapes, sizes, colours, and varying precious metals. You can contact us here.

Yes, you can. This might be the best way to propose if you are not completely sure what design your loved one would like. We can work with you to choose a spectacular centre stone and present it in a lovely presentation box, which is sure to impress. You can visit our showroom together after the proposal to choose the perfect engagement ring design. This is a beautiful way for both of you to be a part of the engagement ring design process – a moment that will be cherished forever.

Yes, absolutely. We welcome the opportunity to make your ring, even if you already have the diamond. Any relevant diamond certificates, paperwork or laser inscription details must be presented at the time of handover.

Yes, we can custom-make your design, but it is best to book an appointment to speak to one of our expert consultants. If you have a picture of the design you want, bring it along or we can create a sketch based on your idea. We will assess the technical elements of the design with our workshop manager. Once that has been done, we can provide a quote.

Our expert consultants have a passion for coloured gemstones as well as diamonds. We sell a wide range of precious and semi-precious coloured gemstones and source our stones from a worldwide network of suppliers. We can show you a range of loose gemstones to choose from and we take the time to explain the characteristics of the stones allowing you to make an educated choice.

Yes, not all gemstones are ideal for all types of jewellery, and with rings, you must consider how frequently the ring will be worn and the possible wear-and-tear that would be introduced to your gemstone. The reason diamonds, sapphires and rubies are commonly used is because of their hardness. View the hardness scale here.

No, we do not sell our ring mounts without a stone.

Yes, our ultrasonic machine and steamer are specially designed to keep your rings and jewellery clean. An ultrasonic will shake the dirt out from all the hard-to-reach places. This is a complimentary service that comes with all your jewellery purchases at Fairfax & Roberts. We recommend and annual visit to have your jewels cleaned and checked for any damage or loose stones.


Yes, we will make sure the wedding ring matches perfectly with your engagement ring. Fairfax & Roberts offers a complimentary yellow gold or platinum wedding band with all custom-made engagement ring orders*. Our expert consultants will take the dimensions of your engagement ring during the appointment and will advise you on which kind of design will be most complementary. On occasion we may require the engagement ring during the fitting process, to get the fit as accurately as possible. *T&Cs apply.

Yes, absolutely. During your appointment you can discuss the exact designs you have in mind with one of our expert consultants, who will then quote you accurately, incorporating the added extras. There are many more additions we can use to make your rings unique, such as cut grooves, coloured gemstones and engraving. Also, you are welcome to bring in any images of designs you like, to assist us to understand your vision.


We can arrange a resize once your finger has been sized by our expert consultants. The resize is done by our senior jewellers within our workshop. A resize is generally not a long process but is dependent upon the workshop schedule at the time.

Any rings that are made with the following materials; titanium, tungsten carbide, stainless steel, black ceramic or invisible set rings.

Diamond and gemstone set eternity rings with a specific number of gemstones per finger size can be resized based on the finger and stone ratio. We will either add a small amount of metal to provide the extra size, or, if the size equates to the size of the stones used in that given ring, a stone will be added.

Australasia uses the British ring sizing system which is based on the alphabet. Each finger will measure differently as would your ring finger on your left versus your right. Generally, the hand you are more dominant with would be the larger of the two which is important to bear in mind. If you have never had your finger sized, we recommend using our ring sizing guide which you can find here. If you don’t have a ring to measure around that fits your desired finger, please get in contact with one of our expert consultants and we can send out a ring sizing measuring device free of charge.

Resizing can be done on almost all rings with a few exceptions. Here are a few things to consider first. If your desired ring has stones set around one-third to two-thirds of the ring, the ring will almost always appear oval after it has been resized. This is standard as the ring’s structural design is based on the initial ring size which suits the desired stones chosen for that design.

As a guide, a three-size adjustment is the maximum tolerance. If the ring requires more than this, anti-roll beads or small pillows can be soldered inside the ring to provide a snug fit without changing the shape of the ring by too much. Full eternity rings can also be resized, but there are factors to consider so please consult with our experts for further information.


We ethically source from an extensive international network of suppliers who adhere to the Kimberly Process, with whom we’ve formed longstanding relationships. The Kimberly Process is an international agreement within the industry to trade clean stones.

Diamonds fluoresce when they are exposed to invisible UV rays and other higher energy radiation sources such as X-rays and lasers. You might see your diamond fluoresce under a bright sun or in other places where strong fluorescent or black lights are used.

Diamonds can fluoresce in a variety of colours. These include orangy-yellow, yellow, orange, red, white and green. Variations in the atomic structure, such as the number of nitrogen atoms present, cause the phenomenon. Blue, however, is by far the most common colour of diamond fluorescence. The fluorescence present within a diamond must be assessed individually.

The GIA (Gemological Institute of America) studied the influence of blue fluorescence on the appearance of a diamond under normal viewing conditions. The results of its study revealed that some blue fluorescence diamonds were perceived to have a better colour appearance than their colour grade would suggest. This is because the blue fluorescence can balance the yellow colour that is present in some diamond grades.

Fluorescence can help give a diamond the x-factor by enhancing the overall colour and the way a diamond sparkles. Our consultants will guide you through the process of choosing a stone with the perfect balance of all characteristics to suit your budget.


Your rings can be made in platinum, 18k white gold, yellow gold, or rose gold. It is also possible to use a combination of different metals.

Being a naturally white metal, platinum is one of the most popular metals for engagement and wedding rings. Due to its strength and durability, it can last for generations. It’s also extremely dense weighing around 30% more than gold.

White gold is a beautiful metal with a silver finish that is mixed with materials such as silver and palladium to achieve its colour. One aspect of white gold is that it will yellow over time, meaning it needs some general maintenance every so often. Having the piece rhodium plated every 6 to 12 months means that it can keep its dazzling white colouring.

Please also refer to our ‘Engagement Ring Metal Guide’, where we give a full list of all the pros and cons of both metals.


We offer complimentary cleaning and product check-up (recommended every year) as a well-advised pre-emptive measure against the possibility of stone loss or damage that occurs. You can find a comprehensive aftercare guide here.

Remove it during physical activities such as gym workouts, gardening and swimming. All these activities introduce damage to your jewellery, and in some cases, you can lose your jewellery. Please also refer here to our guide on how to care for your jewellery.

We offer repair services on jewellery. Please bring the item to the store and our expert consultants will be able to provide an estimate and advise approximate timescales for the repair.

Our team of jewellers will be able to assess the ring to determine why a stone has been dislodged and lost. We are also able to replace any missing stones. These are assessed on a case-by-case basis.If you lose a stone, or damage a piece of valuable jewellery, you may be able to make an insurance claim. We are more than happy to provide an assessment and a letter for your insurer,

It is quite normal for a stone to loosen through everyday wear. Please bring the ring or jewellery piece in-store and our diamond and gemstone setter will re-secure your stone. On occasion, more metal may need to be added if there is substantial wear, or if the claw has been broken off. This will be checked every time the ring or jewellery piece has been bought for an annual maintenance service. We will quote on any work required before undertaking repair on a piece of jewellery.


One of the most requested services at Fairfax & Roberts is to have an old or heirloom piece of jewellery redesigned into something new. This is a wonderful opportunity to make something uniquely yours that you will enjoy wearing into the future. Click here to learn more about the remodelling process.


For items on order, or bespoke make requests through our workshop, an upfront deposit is required before the order is confirmed, or work proceeds. The minimum deposit amount is 50% of the total price. Any purchase where you elect to pay the price in two or more instalments will be considered a lay-by and the Lay-By Agreement will apply.

We do offer a layby service on most products. For ready-made products, a minimum 25% initial deposit is required. For bespoke and special-order pieces, a minimum 50% deposit is required. A Termination Charge may apply to any layby orders that are cancelled, as stipulated in our Lay-By Agreement.

No, however, our layby service can assist with payments for your purchase.

We are happy to exchange your recent jewellery purchase for another piece but not on a custom-made piece. The exchange must be done within 30 days of purchase. Please view our full terms & conditions here.

We can happily exchange a purchased piece within 30 days of purchase. There is no exchange or refund on a custom-made piece.

We do not offer exchanges or refunds on any custom-made piece. All custom-made orders are based on good faith, we understand it can be hard to visualise the end creation however, we can comfortably guide you through the whole process. You can see the piece at every stage of its journey to help bring to life the complete visual look you imagined.

In staying true to our high standards of customer satisfaction, we offer a lifetime guarantee to protect against manufacturer defects in craftsmanship. The warranty does not include normal wear and tear, damages incurred due to trauma, negligence, lack of regular maintenance, loss, or theft. Please note, that the warranty of Third-Party brands is subject to the warranty offered by that brand. Please refer to the relevant brand’s website for further information.


Yes, we certainly do. Please get in touch with one of our expert consultants and we can guide you further. Our gift cards expire three years from date of purchase.


We can assist you in purchasing jewellery insurance to safeguard your precious pieces. We work with Centrestone Jewellery Insurance. Knowing your valuable jewellery is safely insured will give you peace of mind – and satisfaction in knowing you’re protected.


We endeavour to ship your order within 24 business hours. At times, we may contact you to clarify shipping details and to ensure the postal destination is safe and secure.

All prices on our website are quoted in Australian Dollars (AUD). For our Australian customers, all prices are inclusive of GST (goods and services tax).

Prices for all international orders are exclusive of GST. However, all international orders attract a 10% service and handling fee. The prices for all orders (excluding delivery, storage and insurance) are as quoted on our website.

Domestic and international shipping and postage charges are complimentary for all purchases, except for large, heavy homeware items. Please note, we do not deliver to post office boxes.

We accept payments by major credit cards including MasterCard, Visa and American Express.

Custom-made pieces such as engagement rings can only be ordered after a consultation with one of our consultants. You can organise a consultation in our showroom or via a phone or video call by completing an enquiry form here.

*For all custom-made Engagement Ring orders, receive a complimentary yellow gold or platinum Wedding Ring valued at up to $1,500 RRP

The complimentary Wedding Ring must be made at the same time as the Engagement Ring purchase, and it includes:

  • Fairfax and Roberts Classic Domed Wedding Ring, 2.00 – 2.2 mm wide x 1.6 mm
  • Finger size up to 0 1/2
  • 18ct Gold or Platinum
  • This offer cannot be used in conjunction with any other offer
  • The offer excludes the Ready-to-Wear Engagement Ring collection