FAQ
Support Hours
Our Client Care Team
is available to help
Monday-Friday 9am-5.00pm AEST
info@andreajewellery.com
Phone
+61 404 988 767
ORDERS
01 How will my order arrive?
Your order will arrive as if purchased directly from one of our boutiques — in our signature ANDREA bag and jewelry box.
02 Will my order be gift-wrapped?
We offer complimentary gift wrapping and personalized messages with every order.
At checkout, simply select the gift wrapping option for your chosen item and include your personalized message.
03 Can I modify my order details after placing it?
You may cancel or request a refund within one hour of placing your order.
Unfortunately, we cannot modify your order after this time — such as changing sizes or adding products.
However, if your order has not yet shipped, we can update personal details like your shipping address.
Please contact our Customer Care Team to confirm any updates.
04 What payment methods do you accept?
We accept payments with VISA, Mastercard, AMEX, Shopify Pay.
05 In which currency can I pay?
For all other regions, orders are processed in USD.
Please note that ANDREA is not responsible for any international transaction fees your bank may apply.
06 My payment isn’t going through — what should I do?
In most cases, declined payments are due to insufficient funds, expired cards, or security restrictions from your payment provider.
We recommend contacting your payment provider or bank for assistance.
If you continue to experience issues, please contact our Customer Care Team for further help.
07 Do you offer gift cards?
ANDREA Gift Cards can be redeemed online or in any of our boutiques.
We offer fixed-value gift cards, valid for three years from the date of purchase.
Gift cards are issued in AUD, but can be used in any currency when redeemed.
Please note that ANDREA Gift Cards can also be used toward outstanding balances during in-store appointments.
SHIPPING
01 What are your shipping options?
We offer several shipping options depending on your location. Details on delivery times and costs are available at checkout.
02 Can I track my order?
Yes. Once your order ships, you’ll receive a tracking number by email to follow its delivery progress.
03 Will I need to pay customs duties?
Depending on your country’s regulations, customs duties or import taxes may apply upon delivery. These charges are the customer’s responsibility.
04 Do I need to sign when the package is delivered?
Yes, it is mandatory to sign a document when you receive a package
PRODUCTION
01 Where is ANDREA jewelry made?
Our jewelry is crafted by skilled artisans in select workshops known for their precision and quality craftsmanship.
02 What materials are your pieces made from?
All ANDREA pieces are made from solid 18K gold, natural gemstones, and ethically sourced diamonds.
03 Are your diamonds ethically sourced?
Yes. All of our diamonds are conflict-free, following the Kimberley Process Certification Scheme, ensuring ethical and responsible sourcing.
SIZES AND CUSTOM ORDERS
01 How can I confirm my ring size, chain, or bracelet length?
We recommend visiting our Size Guides for detailed instructions on how to determine your ring size and the proper chain or bracelet length.
02 Can I request a custom chain length?
Yes. Our chain bracelets and necklaces can be custom-made in the following lengths:
- Chain Bracelet: Available in 16 cm or 18 cm
- Chain Necklace: Available in 40 cm, 45 cm, 50 cm, or 60 cm
03 How can I confirm my ring size, chain, or bracelet length?
Yes. We offer custom sizing on a selection of our rings.
- Band Rings: Available up to size 12½.
An additional fee will apply depending on the request.