Domestic and international shipping and postage charges are complimentary for all purchases. We do not deliver to post office boxes.

We accept payments by major credit cards including MasterCard, Visa and American Express, along with payments via Google Pay and Apple Pay.

What are the steps when buying a custom-made engagement ring or jewellery piece?

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

How long does it take to produce a custom-made piece?

It will take approximately 4-8 weeks to produce a customer made piece. The complexity of the design will always determine the time frame but here is a step-by-step guide to the process. Design is finalised by yourself, our expert consultant, and our designer It’s technically planned and mapped out by our workshop manager and craftspeople Gemstone sourcing The central core of the design is made Technical specifications assessed Secondary elements are made Pre-polish Assessed by our diamond and gemstone setter for possible pre-setting Elements are soldered together Senior craftsperson critiques and assesses Quality control phase one Diamonds and gemstones are set Final polish 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.

Can I make changes to my custom-made piece once you have started making it?

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.

How do I best care for and maintain my new jewellery purchase?

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.

Fairfax & Roberts offers complimentary gift wrapping on all jewellery, watches and homewares.

Ensure your earrings look as good as they did when you received them with our five top care and maintenance tips:

1. Check your earrings annually by a trusted jeweller. At Fairfax & Roberts, we offer our clients complimentary jewellery checks where we review each stone setting to ensure the gemstones are secure. 

2. Clean your earrings regularly –  this can be done by a jeweller or at home generic window cleaner and soft-bristled toothbrush (only for certain gemstones).

3. Store your earrings safely – either in a jewellery box or jewellery pouch.

4. Remove your earrings when conducting any kind of rigorous physical activity such as swimming, going to the gym and cleaning.

5. Remove all earrings at night prior to going to bed as constant rubbing against your sheets over time causes damage to claws, delicate links and fine detailing.

We do not issue refunds for change of mind or incorrect decision. Products can be exchanged for a product of equal or greater value, or for a customer credit. Exchanges are only applicable to purchases that have not been worn (in the case of jewellery) or used at any time and in the original packaging. We require a receipt or proof of purchase. For third party goods, please do not send your purchase back to the manufacturer. Exchanges for change of mind are accepted up to 30 days after the date of purchase. Some types of goods are exempt from being returned, including but not limited to sale items, bespoke items, gift cards. You may choose a repair, exchange, or refund if there is a proven major product defect. 

For Homewares, if you establish that a Product has a Major Defect or a failure that cannot be remedied, then you must return the Product to us within seven (7) days. For returns received by mail, once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment. For full detail on Return & Exchanges please refer to our Terms & Conditions.