FAQ / Help Centre

Standard shipping is $9.90 within Australia. Orders over $100 may be eligible for free standard shipping. For full shipping details and conditions, please visit the Delivery Information page.

Once your order has been shipped, delivery usually takes 2–10 business days, depending on your location and delivery method. For full shipping details and conditions, please visit the Delivery Information page.

Special Orders may take approximately 4–8 weeks to arrive. For full shipping details and conditions, please visit the Delivery Information page.

Once your order has been dispatched, you will receive an email with your tracking details, including a consignment number and tracking ID. For full shipping details and conditions, please visit the Delivery Information page.

Some orders may be packed and shipped from multiple warehouses, so items may arrive in separate parcels. For full shipping details and conditions, please visit the Delivery Information page.

If your parcel has not arrived within the expected delivery timeframe, please check the tracking details provided in your dispatch email first. Delivery delays may occur due to courier delays, high order volumes, public holidays, remote delivery locations or order processing requirements.

For full shipping details and conditions, please visit the Delivery Information page. If you still need help, please contact our Customer Service team sales@zamels.com.au with your order number.

To help your jewellery last longer, avoid wearing it when using harsh chemicals, gardening, playing contact sports, bathing, showering or swimming. We also recommend putting jewellery on after applying make-up and moisturiser. For full care instructions, please visit our Jewellery Cleaning page.

Some jewellery can be gently cleaned at home. For example, diamonds can be cleaned with a warm mild soap solution. If your jewellery is damaged, please do not attempt to clean it yourself.

Yes, if your piece requires a more professional clean, Zamel’s store staff can help clean your jewellery. Please bring your receipt when visiting a store. For full details, please visit our Jewellery Care page.

If you notice loose claws, clasps, stones or any other potential issue, please visit your nearest Zamel’s store as soon as possible. Avoid wearing or cleaning damaged jewellery until it has been checked.

Yes, Zamel’s offers a range of jewellery repair services, including ring resizing, chain repairs, clasp replacements, safety chains, charm soldering and stone replacements. For full repair details, please visit our Jewellery Repairs page.

Zamel’s Extended Care Plans may include selected services such as ring sizing, stone tightening, rhodium plating, prong re-tipping, cleaning, polishing and selected repairs. Coverage may vary depending on the plan. For full details, please visit our Extended Care Plans page.

Yes, online purchases may be returned for an exchange or full refund within 14 days of delivery, subject to the returns policy conditions. For full details, please visit our Returns Policy page.

Online purchases can be returned in store; however, refunds are not processed directly in store. Once the store confirms the returned item with our online team, the refund will be processed through Shopify.

Online purchases may be returned within 14 days of delivery, subject to the Returns Policy conditions. Please include your returned item, a completed returns form, and a copy of your original invoice or order number in your return parcel. For full details, please visit our Returns Policy page.

Once your return is received, the assessment and processing period, including delivery time, may take up to 30 days from the date of delivery. If eligible, the refund, exchange or credit will be processed within 14 days of Zamel’s receiving the returned item. For full details, please visit our Returns Policy page.

We accept a range of payment methods, including major credit cards, PayPal and selected payment plan options.

Yes, Zamel’s offers selected buy now, pay later options, so you can choose the piece you love today and pay over time with a plan that suits you. Availability, eligibility and repayment terms may vary depending on the provider.

Zamel’s offers selected payment plan options, including Afterpay, Humm, Latitude and Zip. Eligibility, limits and terms may vary depending on the provider. For full details, please visit our Payment Plans page.

Yes, Zamel’s Online e-Gift Cards are available in selected denominations, including $20, $50, $100 and $500. They can be used for online purchases only and cannot be used in-store.

Gold, white gold and sterling silver are all popular jewellery materials, but they have different appearances, value and care needs. Gold jewellery is available in different colours and purities, such as yellow gold, rose gold and white gold. White gold has a bright, silvery look and is often rhodium plated to enhance its finish, but this plating may wear over time and need replating. Sterling silver is a more accessible precious metal and may require regular care to help reduce tarnishing and maintain shine.
Zamel’s offers jewellery across a range of materials, so you can choose a piece that suits your style, occasion and budget.

Some jewellery may change appearance over time depending on the material, finish and how often it is worn. Sterling silver can tarnish, plated finishes can wear with friction and exposure, and white gold may need rhodium replating to maintain its bright white finish. To help protect your jewellery, avoid chemicals, water, perfumes, lotions, rough surfaces and heavy daily wear where possible.

Solid gold jewellery is made from a gold alloy throughout the piece, while gold plated jewellery has a thin layer of gold applied over another base metal. Gold plated jewellery can be a more affordable way to enjoy the look of gold, but it is generally better suited to occasional wear because the outer layer can wear over time. This is why checking the material description before purchasing is important.

When choosing diamond jewellery, the main quality factors are the 4Cs: cut, colour, clarity and carat weight. These help describe a diamond’s appearance, size and overall quality. Cut affects sparkle, carat refers to weight, colour describes how colourless the diamond appears, and clarity refers to natural internal or external characteristics. The right choice depends on your budget, style preference and the type of piece you are buying.
You can refer to Zamel’s Diamond Guide for a helpful explanation of the 4Cs when choosing diamond jewellery, including rings, earrings, pendants and special occasion pieces.

Natural diamonds are formed in the earth, while lab-grown diamonds are created in a controlled laboratory environment. Both can offer beautiful sparkle, but they differ in origin, rarity, price point and how they are described on product pages. If you are exploring diamond jewellery, Zamel’s Celebration Lab-Grown Diamonds collection offers a beautiful selection of lab-grown diamond rings, necklaces and other pieces, giving you more ways to find a diamond style that suits your occasion, taste and budget.