Customer Service

Ring sizes

How your ring fits you is such a personal thing – some people prefer a looser fit, whereas others prefer it to be quite tight. When a person is sized by a jeweler, they are looking for a ring that will have a bit of resistance when going on over the knuckle with a bit of movement or spin once it’s sitting on the base of the finger. Ultimately though, they are guided by you and how you feel comfortable.

There are many different ring sizing systems used worldwide. camillagough works with standard Australian sizes, we can however convert any supplied ring size to a standard Australian ring size. If you are unsure of your ring size, please contact us and we will take you through the process of obtaining your ring size in more detail.

 

 

Ordering a ring from the online store

You will be required to provide a standard ring size for ordering a ring from the online shop.  Don’t be alarmed if you’re planning on presenting a ring as a surprise and you don’t have a ring size! Rings purchased from the Store section of the camillagough website can be exchanged and remade in the correct size, provided the ring has not been worn or show any wear at all.  Please refer to our exchange policy for more information on requesting a different sized ring.  Every piece is made to order so anticipate 4 weeks to fulfill the exchange process.  The size of camillagough rings from the online store can be altered.  Please contact us if you wish your ring size to be altered.

 

Ordering a custom made ring

For the ring to be a perfect fit we require an accurate ring size.  If the person receiving the ring isn’t able to attend our workshop we need you to provide us the correct ring size that corresponds to the intended finger it will be worn.  We can change the size of our rings however we aim for a perfect fit to avoid the inconvenience and cost of adjusting the size.  A custom made ring is a unique design made especially for you so we will not exchange a custom made ring, instead we will alter the size of the ordered ring.

Please note that rings of the same size may have a slightly different fit depending on their design. Top heavy rings may feel a little looser as the weight of the top of the ring will cause it to spin around the finger. Whereas wider rings will feel a little tighter due to the increased surface area on the finger. We will discuss the specifics of your ring size at the time of your order.

 

 

Care information

We want your camillagough jewellery to be cherished over a lifetime. Caring for jewellery correctly will give it the best chance of becoming a treasured heirloom and enjoyed for generations.

It is best to avoid contact with hard materials that can scratch and chip precious metals and gemstones.  We advise that you don’t wear camillagough jewellery at the gym, while undertaking manual labour (including gardening) and whilst in and around a pool or the beach. We recommend that our jewellery avoid contact with harsh and abrasive materials such as other metals, concrete, bleach, chlorine or sulfur.

Apply make-up, hairspray and perfume before putting on camillagough jewellery.

We suggest that you periodically return your camillagough pieces to our workshop for professional maintenance, including polishing the surface of the precious metal and cleaning gemstones plus checking the wear and stability of gemstone settings.

We are happy to repair or refinish any damaged piece made by camillagough. Please email us with the details of your repair and we will advise you of how best to proceed.

If you take a camillagough piece to another jeweller for repair we cannot take any further responsibility or continue to maintain or repair the particular item.

If you are unsure as how to best clean your camillagough jewellery, or if you think that it needs to be repaired or refinished, please don’t hesitate to ask us.

 

Storing fine jewellery

Your camillagough piece should be stored in its original box or in a separate compartment of a jewellery box or pouch.  Jewellery is less likely to be scratched if it is stored without contact from other objects.

 

Gold and platinum

All precious metals will scuff and wear naturally over time with daily wear. To maintain the polish of 18ct gold or platinum, camillagough jewellery can be gently rubbed using the supplied jewellery cloth. It is best to be gentle when using a cleaning cloth as using too much force may damage the surface of the gold.  Care must be taken using a cleaning solution with stone-set jewellery as gemstones can be damaged.

 

Gemstones

The best way to care for camillagough jewellery set with gemstones is to protect your piece from impact against hard and abrasive surfaces.  A diamond can chip and scratch with force at the right angle!  We recommend that you clean your diamond and gemstone jewellery regularly.  Cleaning removes make-up, moisturiser, sunscreen and oil from your skin and everyday dirt that builds up and clouds the brilliance of a gemstone.

Most diamond and precious stone camillagough jewellery (with the exception of pearls, opals and emeralds) can be cleaned in warm water with a mild detergent. Use a small soft paintbrush to wipe behind a gemstone to remove stubborn grime and dry with a soft cloth.  Pearls, opals and emeralds are porous and should only be cleaned using an untreated, dry and soft cleaning cloth. We do not recommend the use of any jewellery polishing cloths which have been treated with cleaning or polishing agents.

Diamonds, rubies and sapphires will generally be safe in an ultrasonic cleaner however many other gems are delicate and we don’t recommend cleaning them in the same way.  A loose gem can be shaken from its mount in an ultrasonic cleaner so this cleaning method is best undertaken by our workshop.

Many gemstones and especially pearls are delicate and can be damaged by extreme temperatures, metals, perfumes, cosmetics and household chemicals.

 

Pearls

Pearls are soft and porous and very delicate! Apply make-up, hairspray and perfume before putting on camillagough pearl jewellery as the chemicals in these products can over time damage pearls. camillagough pearl jewellery should only be cleaned using an untreated, soft and dry cleaning cloth. We do not recommend polishing our pearl jewellery with polishing cloths that have been treated with cleaning or polishing agents. It is important not to leave pearl jewellery immersed in water, if necessary use a damp cloth to wipe pearl jewellery clean and dry with a soft untreated cleaning cloth.  Store your pearl jewellery wrapped in a soft cloth to protect it from rubbing against harder gems, metal or abrasive objects.

 

Sterling silver

Sterling silver naturally tarnishes over time, especially when exposed to salt air or products containing sulfur, chlorine or bleach. Typically, silver that is regularly worn requires less care so we suggest that you wear your silver jewellery regularly!  Sterling silver is best cleaned using a silver cleaning cloth or solution. Too much force when using a cleaning cloth may damage the surface finish of the metal.  Make sure to always follow the instructions on the cleaning solution and dry your piece with a soft cloth.  Be careful not to leave your silver piece in a cleaning solution for too long, 30 seconds is plenty before rinsing clean, although some particularly tarnished pieces do benefit from repeating this process a few times!

 

 

Shipping Terms & Conditions

Anyone at the delivery address who receives the goods shall be presumed by camillagough to be authorised to receive the goods on your behalf.

If there is no-one at the delivery address at the time of delivery, you will need to make alternate arrangements regarding a suitable time with the carrier. You may be required to pay an additional fee. Deliveries will occur between 9am-5pm Monday to Friday. Exact delivery times cannot be given.

International orders may incur additional import taxes and/or customs duties on your order and you will be responsible for paying these duties to release your order from customs upon arrival.

Currently, international orders will only be sent to the following countries: New Zealand, UK, USA, Canada, Japan and Singapore. Please contact us if your country isn’t on the list as we will endeavour to arrange an alternate delivery.

 

Immediate Delivery items

Immediate Delivery orders received by 9am AEST on a business day and pending credit verification, will be dispatched within 24 hours.

Orders made on a Saturday, Sunday or a Public Holiday will be dispatched on the following business day.

 

Custom-made, Standard Orders and Pre-Order items

Any Custom made, Standard Order or Pre-Ordered items will have a longer delivery period, as these items are handmade once your order has been received.

You will receive an email with information regarding the expected date of completion and anticipated delivery times.

Please contact us if you require a speedier delivery.

You will receive a follow-up email once your order is ready to be dispatched, updating you on the delivery times for your order.

Standard Order items:

Any piece listed with a Standard Order time will be made to order.

Please allow 28 business days until shipping.

(Please note, these order times do not include shipping, weekends or public holidays)

 

Pre-Order items:

This piece is made to order and requires an extended delivery time.

Please allow up to 8 weeks until shipping.

(These order times do not include shipping, weekends or public holidays)

 

Domestic Delivery (Australia Only)

For all domestic orders, a shipping fee of $10AUD will be charged.

We will endeavour to deliver your order within 3 business days. However, depending on when your order is processed and your location, your order may be delivered within 24 hours for Australian metropolitan areas. Please allow 2-5 business days for your order to arrive in any Australian regional areas.

Please note that the shipping times do not include weekends or public holidays.

All orders sent within Australia will be sent using the Australia Post Platinum Express Post network. Express Post guarantees next business day delivery for all metropolitan areas in Australia. For regional areas, delivery can take up to 3 business days. Your signature will be requested upon delivery.

At peak times there may be delivery delays, however our customer service team will keep you informed. If you do not receive your order in the timeframe specified, please contact us.

 

International Delivery

For all international orders, we offer one flat rate of $50 AUD.

Currently, orders will only be sent to the following countries: New Zealand, UK, USA, Canada, Japan and Singapore. Please contact us if your country isn’t on the list as we will endeavour to arrange an alternate delivery.

Orders will be sent using the Australia Post Express Post International service. Delivery of your order may take 7-10 business days.

Please note that the shipping times do not include weekends or public holidays.

You may be liable for import and/or customs duties on your order and you will be responsible for paying these duties to release your order from customs upon arrival.

At peak times there may be delivery delays, however our customer service team will keep you informed. If you do not receive your order in the timeframe specified, please contact us.

 

Insurance

All purchases sent by camillagough are covered by insurance until the parcel has been received and signed for.

We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you.

As all packages are insured, please contact us immediately if a package has been lost or damaged in transit so we can organise a claim and discuss replacement options with you.

 

Tracking

Once your parcel has been processed, you will receive email confirmation to advise you of the delivery.

Your tracking number will be included in this email.

If you would like to track your delivery, you will be able to do so through the Australia Post website.

 

 

Terms and Conditions

This agreement is a contract between the customer (“you”) and camillagough.

The terms and conditions under which you may purchase products from camillagough are set out below. Please read the following information carefully before placing your order with camillagough.

By completing the customer application process and using camillagough, you acknowledge that you have read and understood these terms and conditions and agree to be bound by the terms and conditions of this agreement.

This agreement exists between you and camillagough once camillagough receives and accepts an order. No obligation to sell or supply the goods will arise until the order is received and accepted. Each order may be accepted by camillagough at its absolute discretion. Each order is a separate agreement.

Camilla Gough reserves the right to amend or update such terms, conditions, disclaimers and limitations of liability at any time without providing such notice to you.

 

License

You are licensed to use camillagough website on your computer for your use in purchasing goods from camillagough. You acknowledge that you are not permitted to make any other use of the camillagough website.

 

Intellectual Property Rights

You acknowledge that camillagough or its related corporations own or are licensed to use all intellectual property rights in camillagough (including, but not limited to, any images, photographs or text which appears on the website). You agree that you will make no representation to the contrary, and that you must not use or copy camillagough in any manner which is inconsistent with the rights of the owner or licensee of such intellectual property rights.

You acknowledge that any trademarks or logos which appear on the camillagough website are owned by or licensed to camillagough, and that you must not do anything to prejudice the rights of the trade mark owner or licensee to such trademarks or logos.

 

Liability

To the extent permitted by law, you agree that any liability of camillagough arising out of or in connection with any breach of any express of/or implied warranty or condition in respect of goods or services supplied to you through the use of camillagough will be limited to:

  1. If the condition relates to the goods, the replacement of the goods or the supply of equivalent goods; and
  2. If the condition relates to the services, the supplying of the services again or the payment of the cost of having the services supplied again.

You agree that the entire risk arising out of installation, downloading, use or performance of camillagough remains with you. To the extent permitted by law, you release and discharge camillagough and its related corporations from all forms of direct, special indirect or consequential loss or damage (including loss of profits, loss of data or loss or damage that may reasonably have been supposed to have been in the contemplation of the parties as at the date of this agreement) arising out of or in connection with camillagough or this agreement, including, without limitation, loss or damage caused by the negligence of camillagough or its related co-orporations.

 

Notification of Changes

camillagough may add to, delete, or otherwise change any of the terms of this agreement. Your use of the camillagough service will constitute your deemed acceptance of such changes.

 

Privacy and Security

We are committed to respecting your privacy. At camillagough, we ensure that all the information you provide to us will be collected and managed in accordance with the Australian Privacy Act. We will never disclose your personal information to persons or entities outside of camillagough.

We want you to feel completely confident in ordering from camillagough. As such, we have created a secure transaction environment. Our online ordering system uses SSL (Secure Socket Layer) technology – the industry standard for encryption technology. SSL encrypts all information including your credit card and all personal information passed from you to camillagough. Encryption provides you with security and peace of mind when your browser and local network supports the use of encrypted data transmissions. camillagough utilizes the Geotrust SLL digital certificate, with 256-bit encryption to achieve this.

 

Price of Goods and Payment

You shall pay for the goods at the time you place your order.

camillagough accepts Visa, Mastercard and American Express.

Please email us if you would prefer to pay via internet transfer.

All prices quoted on camillagough are in Australian Dollars and will be processed in Australian Dollars.

The amount billed to your credit card or debited from your account may differ slightly to the price shown at the checkout due to the currency conversion and any bank fees you may incur.

The price you shall pay for the goods shall be the price specified on the website. You also agree to pay the delivery and handling fee including goods and services tax (Australia only) which camillagough is required to collect from you. You are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; the payment of these is necessary to release your order from customs on arrival.

The prices listed do not include shipping costs. This information will be added onto the total price in your shopping cart.

Prices quoted are correct at the time of printing but are subject to change without notice. We will always attempt to be as accurate as possible with our product descriptions and pricing. However, we are unable to warrant that product descriptions or other content of the website is accurate, complete, reliable, current or error free.

 

Purchase Orders and Delivery of Goods

You will place an order with camillagough by selecting goods, entering your personal information and payment details and pressing the “Place Order” button.

Anyone at the delivery address who receives the goods shall be presumed by camillagough to be authorised to receive the goods on your behalf.

If there is no-one at the delivery address at the time of delivery, you will need to make alternate arrangements regarding a suitable time with the carrier. You may be required to pay an additional fee. Deliveries will occur between 9am-5pm Monday to Friday. Exact delivery times cannot be given.

International orders may incur additional import taxes and/or customs duties on your order and you will be responsible for paying these duties to release your order from customs upon arrival.

 

Insurance

All purchases sent by camillagough are covered by insurance until the parcel has been received and signed for.

We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you.

As all packages are insured, please contact us immediately if a package has been lost or damaged in transit so we can organise a claim and discuss refund or replacement options with you.

 

Availability of Product

We will always endeavour to ensure items in our online store are available. However, as our pieces are made by hand, multiple orders may have been placed on a particular item so the order lead-time may have to be re-evaluated once we have received your order. In this instance, we will contact you within two days to offer you a replacement and to provide you with a timeframe as to the availability of the item.

 

Cancellation of an Order

If you need to cancel an order, please contact us immediately via email. Our agreement with you only comes into existence once we have both confirmed your order and your order has been processed. Once we have accepted payment for an order, cancellation of the order is within our sole discretion. Orders then cannot be cancelled and will be subject to our terms, conditions and policies relating to the Returns and Exchanges (see below).

 

Exchanges and Returns

All products are handmade by camillagough. Before your order is shipped to you, we will thoroughly check and package each item to ensure that they are in the perfect condition before they are sent to you.

Please choose carefully as we do not offer any refund for purchases made or orders placed.

Refunds will only be considered if the piece is faulty and this is taken on a case-by-case basis.

If you are not entirely delighted with the product that you have chosen, you may return it to us within 21 days of receiving your parcel. We will be more than happy to offer you an exchange for another item, provided that the product/s are returned complete and unworn, with the original packaging and accompanied by the original sales receipt emailed to you at the time of purchase.

For more information on exchanging your piece, please email us at camillagough.

To exchange your piece, please email us to advise. We will reply with the relevant information. Exchanges must be made by Express Post with insurance (domestically) and Registered Post with insurance (internationally). camillagough will not be responsible for return shipping costs nor duty reimbursement in the case of international purchases (other than faulty items).

Once an exchange has been received and has cleared a quality check, we will process the exchange or provide you with a credit note as requested. camillagough reserves the right to deny an exchange or return if it does not meet our returns policy.

We can offer to have your ring resized for a small fee if you order the wrong size. Please contact us within 21 days of receiving your parcel and we will take you through the relevant information.

 

Repairs and alterations

We suggest that you periodically return your camillagough pieces to our workshop for professional maintenance. Professional maintenance will include polishing the surface of the precious metal and cleaning gemstones plus checking the wear and stability of gemstone settings.

We are happy to repair or refinish any damaged piece originally made by camillagough. Please email us with the details of your repair and we will reply with a quote and timeline before proceeding with your repair or alteration.

If you take a camillagough piece to another jeweller for repair we cannot take any further responsibility or continue to maintain or repair the particular item.

 

Packaging and Labelling of Goods

All goods sent from camillagough will be packaged in the most suitable packaging for the item/s purchased to ensure protection of the item whilst in transit. Care instructions are included with each order and should be strictly followed.

 

Gift wrapping

All items purchased from camillagough will be presented in our signature packaging.

 

Product care

A care information card is included with each order or purchase from camillagough, along with a handwritten note including specific notes on your piece. Please click here for general care information or email us if you have any questions.

 

Valuations

We can provide an independent valuation with your custom made order. This document is useful for Australian residents only. It can be used as documentation for insurance purposes for special items such as wedding and engagement rings, or those with a sentimental attachment. The independent valuation is an additional cost of $100 and will be posted separately once your order has been completed. This document includes a certificate and images of the piece for your records.

If you would like a purchase valuation to accompany your purchase, please contact us to arrange this service.