FAQ
Orders
I received my order but I selected the wrong size, what should I do?
We have great news! We offer a complimentary resize on all new purchase rings within 30 days of delivery. Any resizes outside of this timeframe, or any additional resizes, will incur a fee of $35 AUD plus postage.
To obtain a resize form and book in a resize, please get in touch with us via the contact page or email us at: info@hlsk.com.au
I don't know my ring size, can you help me?
We highly recommend visiting your nearest jeweller to have your size measured. This service is free of charge and very accurate. We use standard Australian/UK/US sizing, and you can view our size guide here: Size Guide
When will my order be shipped?
Sterling silver, 9ct & 10ct items take 5 - 10 business days to be handcrafted before they are shipped. Engagement pieces (14ct, 18ct) take 10 - 15 business days to be handcrafted before they are shipped.
I need to amend my order, can you help?
Yes, in most cases we can make minor amendments to orders within 48 hours of the order being placed. For assistance with amended an order, please get in touch via our contact form here: Contact Us
Can I change my shipping address?
Our team are able to update your shipping address for you within 72 hours of placing an order; and to arrange this simply get in touch with our team via the contact form: Contact Us
Note: once your order has been shipped and you have received a shipping notification; our team are unable to change your shipping address; so please ensure your details are correct.
How long after placing an order can I cancel it?
As all items are handcrafted to order, our studio team get to work straight away to ensure you can receive your pieces as quickly as possible. We understand sometimes you need to cancel an order, so please get in touch with us within 24 hours via the contact page here: Contact Us
What payment plans do you have available?
We understand fine jewellery can be a big commitment; and this is why we offer quite a few different payment options at checkout such as AfterPay, ZipPay and ZipMoney.
AfterPay and ZipPay are online lay-by services available to Australian & New Zealand residents. This allows you to shop now, enjoy now & pay later with four equal fortnightly instalments. AfterPay and ZipPay are available for purchases up to $1,000 AUD.
For purchases over $1,000 we have ZipMoney available.
Shipping
Do you ship internationally?
Yes, we ship to most locations all over the world and offer standard or DHL Express shipping options. Shipping costs may apply and will be calculated at checkout.
What are your shipping options and pricing?
Australia
Australia Post Express Shipping | 1 - 3 Business Day Transit Time.
Free shipping for orders over $200 AUD, or a flat rate of $7.00 AUD for domestic orders under $200 AUD.
Full tracking available with signature required upon delivery.
International
Choose between DHL Express or standard international shipping options.
Standard International Shipping | 10–21 Business Day Transit Time.
Free for all international orders over $200 AUD, or a flat rate of $10 AUD for orders under $200 AUD. Full tracking available.
DHL Express | 4 - 7 Business Day Transit Time.
Available for a flat rate of $20 AUD on all International orders. Full tracking available and signature required upon delivery.
HLSK are not responsible for any additional import charges, taxes or VAT fees for international shipments.
Orders which are refused delivery by the recipient or left unclaimed will be issued with a store credit once returned to HLSK.
What shipping carriers do you use?
We use a variety of carriers such as Australia Post, DHL, USPS, and local courier partners.
I live close to the Armadale boutique and would prefer to pick the order up; do you offer Click and Collect?
Our team can arrange a Click and Collect for any orders placed online via our website; and feel free to email our team at info@hlsk.com.au to organise this.Please note that production timeframes are still applicable for your order to be handcrafted before being notified for collection.
Can I upgrade my shipping?
For orders within Australia, our only (and fastest) shipping method is Australia Post Express Shipping.
If you've selected International Standard Shipping at checkout and would prefer to upgrade to DHL, please get in touch with our team via the contact link here: Contact Us ; and they will be able to assist you.
Please note that once your order has been shipped and you have received a shipping notification, we are unable to upgrade your shipping method.
Exchanges & Returns
I received my order but I selected the wrong size, what should I do?
We have great news! We offer a complimentary resize on all new purchase items within 30 days of delivery. Additional resizes (within 60 days of delivery) will incur a fee of $35 AUD plus postage. Resizing services required after 60 days of delivery are not available.
To obtain a re-size form, please email us at: info@hlsk.com.au
I don't know my ring size, can you help me?
We highly recommend you visit your nearest jeweller and have your size measured. This service is free of charge and very accurate. We use standard Australian/UK/US sizing on our website.
The style I purchased doesn't suit me, can I change it for another style?
We offer exchanges of styles or store credits within 14 days of the item being delivered. Items must be unworn and their original condition to be eligible for an exchange.
Can I return or exchange an item purchased via your website in store at your Armadale boutique?
Yes, items purchased online from hlsk.com.au can be exchanged at our HLSK flagship store. We offer exchanges within 14 days of delivery and the item/s must be in original and unworn condition to be eligible.
I purchased an item from a stockist, where am I able to return or exchange this?
Although HLSK items purchased from other retailers including David Jones are not eligible for exchange/returns via us; these stockists have their own return policy in place. Please contact the retailer for more information regarding their own exchange and return policy.
Materials & Warranty
Where are your products made? Are the materials used high quality?
We handcraft each item in our Melbourne studio from beginning to end. This ensures high quality production. Our metals are created in-house by us using top ASSAY carat metals.
Are your diamonds & gemstones ethically sourced?
All of our diamonds and gemstones are conflict-free and ethically sourced. We work with established diamond and gemstone dealers who are all members of AGTA and are GIA approved.
The style I purchased doesn't suit me, can I change it for another style?
We offer exchanges of styles or store credits within 14 days of the item being delivered. Items must be unworn and their original condition to be eligible for an exchange.
Do you customise or provide bespoke design services?
Yes! We specialise in bespoke wedding and engagement rings. Find our bespoke tab for more information.
Where are your products made? are the materials used high quality?
We hand make each item in our Melbourne studio from beginning to end. This ensures high quality production. Our metals are created in-house by us using top ASSAY carat metals.
Resizing & Repairs
I received my order but I selected the wrong size, what should I do?
We have great news! We offer a complimentary resize on all new purchase items within 30 days of delivery. Additional resizes will incur a fee of $35 AUD plus postage.
To obtain a re-size form, please email us at: info@hlsk.com.au
I don't know my ring size, can you help me?
We highly recommend you visit your nearest jeweller and have your size measured. This service is free of charge and very accurate. We use standard Australian/UK/US sizing on our website.
I purchased a ring from a stockist, can this be resized by HLSK?
Unfortunately HLSK items purchased from other retailers including David Jones are not eligible for resizing. Please contact the retailer for more information regarding their own exchange and return policy.
I've damaged my item. Can you help?
We understand that accidents can happen and our jewellers are more than happy to assess any items which may need some TLC.
Email info@hlsk.com.au or use our contact form to book in a repair assessment and repair quote. Please note that our manufacturing warranty only covers manufacturing faults; and this does not cover mishaps such as accidental damage, misuse or lack of care.
Items purchased from stockists such as David Jones are subject to the stockist warranty period and are not eligible for repairs.
Where are your products made? are the materials used high quality?
We hand make each item in our Melbourne studio from beginning to end. This ensures high quality production. Our metals are created in-house by us using top ASSAY carat metals.
My jewellery has tarnished. What should I do?
It is very normal for jewellery to tarnish and this can occur due to your skin’s own acidity, exposure to soap, moisturising creams, cosmetics, lotions, sunscreen, chemicals, self tanner and chlorine, along with storage conditions or contact with water.
Jewellery can be easily cleaned with an appropriate jewellery cleaning solution, and we recommend having items cleaned professionally by a jeweller at least once every 4 - 5 months. We offer cleaning services for all HLSK products with fees starting from $25 AUD.
For further information or to book in a cleaning service please use our contact form or email us via: info@hlsk.com.au
I love my HLSK pieces, how should I take care of them?
Our pieces are delicate yet handcrafted to last, and we recommend treating your HLSK items with care as you would any possessions.
Remove your jewellery before exercising, sleeping and swimming; and ensure your items are safely stored in their boxes whilst not being worn (this will also help reduce accelerated tarnishing!).
Your jewellery should be the last thing to be added to your outfit after dressing; and the first thing to be taken off.
Does your Armadale boutique have on-site cleaning services?
We know you want your pieces looking shiny and refreshed as quick as possible, however our Flagship store is unfortunately too petite to accommodate on-site cleaning, resizing or repairs. You can drop your items off in-store for these services, and our studio team will complete them as soon as possible.
I purchased an item from a stockist, can I organise a professional cleaning service?
We offer professional cleaning services for a standard fee for all HLSK items - including those purchased from stockists such as David Jones!
Feel free to email us at info@hlsk.com.au and our team can arrange this for you.
Jewellery Care
Frequently asked question
Share details about your shipping policies, item returns, or customer service.
Frequently asked question
Share details about your shipping policies, item returns, or customer service.
Frequently asked question
Share details about your shipping policies, item returns, or customer service.
Frequently asked question
Share details about your shipping policies, item returns, or customer service.
Frequently asked question
Share details about your shipping policies, item returns, or customer service.
Frequently asked question
Share details about your shipping policies, item returns, or customer service.