Every Maison Char piece is carefully prepared and packaged by hand in my Sydney studio. Whether your jewellery is travelling across Sydney or across the world, I want it to arrive safely and beautifully.
Ready-to-ship pieces are already made and will usually be dispatched within 2–4 business days of your order.
Made-to-order pieces are created especially for you. Production times will be shown on the individual product page and may vary depending on the piece, metal, gemstones and casting schedule.
Bespoke pieces are generally completed within 4–6 weeks from final design approval and payment. More complex designs or specialist gemstone sourcing may take a little longer. If this applies to your piece, I’ll let you know before we begin.
Please remember that Maison Char is a small, independently run studio. Each piece is finished by hand rather than pulled from a warehouse shelf, and occasionally a little extra time may be needed to get something just right. Once your order has been dispatched, you’ll receive tracking details so you can follow its journey.
If your order includes more than one piece, I’ll ship everything together, so your order will be dispatched once the piece with the longest production or shipping time is ready.
If you’d prefer to have your pieces sent separately, just email me and I’m happy to arrange it.
All Australian jewellery orders are sent with tracking.
Complimentary Sydney CBD collection is available by appointment on selected weekdays, from an agreed public meeting location.
Once your order is ready, I’ll contact you to arrange a convenient collection time and place. Please wait until your collection has been confirmed before making your way in.
Please bring photo ID matching the name on your order. If someone else will be collecting on your behalf, they must be authorised with Maison Char in advance and bring their own photo ID.
Collection is offered as a complimentary alternative to delivery. Maison Char jewellery is priced consistently regardless of delivery method, so no collection discount applies.
If you’d like to collect your order, simply select Sydney CBD Collection at checkout.
Maison Char currently ships to selected international destinations:
International orders are sent from Sydney, Australia using Australia Post International Express, a tracked express service.
Every international order is insured for the full value of your pieces with Australia Post Extra Cover. The cost is included in your shipping at checkout: the first A$100 of value is covered free, then A$4 for every A$100 after that. For example, insuring a A$515 piece adds A$20.
All prices and shipping costs are in Australian dollars (AUD). If you’re paying from overseas, your bank or PayPal will convert the amount to your local currency, and their exchange rate and any fees apply.
Australian jewellery orders are sent with Extra Cover and signature on delivery. Australia Post Extra Cover protects your parcel against loss or damage while it’s in transit, and signature on delivery means it won’t be left unattended, so please make sure someone can receive your parcel.
This doesn’t affect your rights under the Australian Consumer Law, and if anything does go wrong with your delivery, please get in touch as soon as you can and we’ll sort it out together.
Maison Char is unable to declare purchases as gifts or declare a value lower than the amount paid.
Every order is carefully packaged and includes a complimentary jewellery polishing cloth to help care for your piece.
As much care goes into preparing your jewellery for its journey as goes into making it.
I hope you love your Maison Char piece. If something isn’t quite right, please get in touch so I can help.
For eligible ready-to-ship pieces, please contact Maison Char within 14 days of receiving your order if you would like to request a return.
Returned jewellery must be unworn, unused and in its original condition and packaging.
For change-of-mind returns, return shipping costs are the responsibility of the customer and original shipping charges are non-refundable, except where required under Australian Consumer Law.
Please contact Maison Char before returning your jewellery so return instructions can be provided.
Made-to-order, personalised and bespoke jewellery is created specifically for you and therefore cannot normally be returned or exchanged for change of mind. This includes:
If there is a problem with your piece, however, please contact me. Your rights under Australian Consumer Law still apply.
Please check your ring size carefully before ordering.
Rings made specifically in your requested size are considered made-to-order and cannot normally be returned for change of mind.
Some one-of-a-kind rings may be able to be resized. If you’ve fallen in love with a piece but the listed size isn’t quite right, please contact me before purchasing and I can let you know what may be possible. Resizing may involve an additional cost.
For hygiene reasons, pierced earrings cannot be returned or exchanged for change of mind. Your rights in relation to faulty products are not affected.
From time to time, I offer Studio Samples at a reduced price. These are pieces that may have small imperfections or reflect an earlier stage of my making process but are still considered secure and wearable. Any known imperfections will always be clearly described and photographed before purchase.
A disclosed Studio Sample characteristic is not considered a fault simply because the piece differs from Maison Char’s usual finish standard.
Your rights under Australian Consumer Law still apply if a Studio Sample has a separate fault or problem that was not disclosed.
Loose gemstones aren’t sold individually. They’re available to be set in a bespoke piece, and any prices shown are indicative only.
Loose gemstones are final sale and cannot be returned or exchanged for change of mind. If there is a problem with a stone, please contact me. Your rights under Australian Consumer Law still apply.
Every Maison Char piece is carefully inspected before it leaves my studio.
If your jewellery arrives damaged, has a fault, or you believe there is a problem with your order, please contact me as soon as possible with your order details and photographs of the issue. I’ll work with you to find an appropriate solution.
Nothing in this policy excludes or limits any rights you may have under Australian Consumer Law.
Jewellery can be personal, and sometimes you simply want to ask a question before ordering. Whether it’s about sizing, a gemstone, shipping to your country or whether a piece can be altered, please get in touch. I’m always happy to help.
Please email me at hello@maisonchar.com with your order number and I’ll be happy to help.