Frequently Asked Questions

Our bespoke service is a collaborative journey, tailored to you from start to finish. Together we explore design direction, source gemstones and refine the details of your piece. From there, 3D renders bring your design to life before it is crafted in gold or platinum.

You can discover the full process here.

All of our jewellery is made in Australia, with skilled jewellers and artisans based in South Australia. We combine traditional manufacturing techniques with modern CAD technology to ensure precision in our designs and exceptional craftsmanship.

The majority of our chains are also manufactured in Australia through trusted suppliers. The only exception is our tennis bracelet mounts, which are crafted in Italy, renowned for their quality and durability.

Yes. If you have a piece of jewellery you’d like to reimagine, we can transform it into something new while honouring its sentimental value. Every remodel is assessed individually to ensure the design will be structurally sound and suitable for long-term wear.

You can read more about our jewellery remodelling service.

We are happy to work with client-owned gemstones, provided they are in good condition and suitable for the design. Each stone is assessed for chips, wear, treatments and structural suitability before we confirm whether it can be safely set.

Yes. We can weigh your existing gold and provide a credit note or voucher to use towards a new Carmen & Lucy piece.

For most projects, we prefer to create the new piece in freshly alloyed gold or platinum, as older jewellery can contain solder joins, wear or unknown alloys that may affect the strength of the final design. Using your old gold as a credit allows you to retain its value while ensuring your new piece is made in structurally sound metal.

Yes. Our director personally selects every gemstone and works closely with trusted suppliers to source specific gemstones upon request. Contact us to discuss your requirements.

Bespoke pieces typically take 4–8 weeks to complete once your design is finalised and your deposit has been received. More complex pieces, remodelling projects or peak-season orders may require additional time.

We will always do our best to work within your timeframe, but we cannot guarantee rush orders. Please contact us before placing an order if you have a specific date in mind.

Yes. We can design and craft custom-fitted wedding bands to complement your engagement ring, including curved, open or contoured styles.

Our engagement rings start at $3,000 and can exceed $30,000. Wedding rings typically range from $800 to $4,000, while fine jewellery pieces start at $400. Prices are in AUD.

Yes. We offer a partial payment system. A 50% deposit is required for bespoke orders before production begins. The remaining balance is invoiced upon completion, with final payment required within three months from the final invoice date.

Yes. We can hold gemstones with a minimum 30% deposit for up to four weeks. Deposits can be transferred to a different gemstone but are non-refundable.

Yes. Our gift vouchers are valid for three years from the date of purchase and can be used towards bespoke and/or ready-made pieces.

We use high-quality, ethically sourced gold, platinum, diamonds and precious gemstones. Our metals are sourced from Responsible Jewellery Council members and are recycled where possible.

No. Jewellery and gemstones cannot be shipped or collected until full payment has been received.

No. We do not offer discounts or promotions. Each piece is priced fairly according to the materials, labour and individual specifications involved.

Yes. We source our gemstones from ethical and reputable suppliers, including direct partnerships with small-scale miners and skilled gem cutters. We also work with trusted local gemstone specialists who provide transparency regarding origin and treatments.

Our diamonds are conflict-free and comply with the Kimberley Process to support responsible sourcing.

Yes. All modern-cut colourless diamonds over 0.50 carats are certified. Some accent stones, champagne diamonds, antique diamonds and rose-cut diamonds may not come with certification.

We use 18k gold and platinum for engagement and wedding rings, with additional options for 9k and 14k gold in fine jewellery.

Pure gold, or 24k gold, is naturally very soft, which makes it unsuitable for everyday jewellery. To improve its strength and wearability, it is alloyed with other metals such as silver, copper, palladium and zinc. The karat refers to how much pure gold is in the alloy.

18k gold: Our preferred choice for fine jewellery. It contains 75% pure gold and offers a beautiful balance of colour, durability and luxury.

14k gold: A practical option that balances durability, colour and affordability. Its slightly lower gold content gives it a paler tone than 18k gold.

9k gold: The minimum legal standard of gold in Australia. It contains more alloy than gold, giving it a lighter colour and making it more prone to brittleness over time.

For pieces intended to last a lifetime and beyond, we generally recommend 18k gold for its balance of beauty and strength.

The colour of gold is determined by the metals it is alloyed with.

Yellow gold: Retains its classic warm hue with a balanced mix of gold, silver and copper.

Rose gold: Achieves its blush tone through a higher proportion of copper in the alloy.

White gold: Created by alloying gold with white metals such as palladium. It is finished with rhodium plating to give it a bright, platinum-like appearance.

Each alloy offers its own character and appeal, so the right choice comes down to personal preference and the look you’d like for your piece.

Platinum and white gold may look similar, but they differ in composition, durability and maintenance.

Platinum: A naturally white, dense and highly durable metal. It does not require rhodium plating, and its colour remains consistent over time.

White gold: An alloy of gold mixed with white metals such as palladium, finished with rhodium plating to achieve a bright white appearance. Over time, this plating will wear and may need reapplication.

Both metals make excellent choices for fine jewellery. The right option depends on your budget, design and maintenance preferences.

White gold naturally has a slightly warm tone, so it is coated with a thin layer of rhodium, a rare bright white metal from the platinum family. This plating gives white gold a crisp, reflective finish similar to platinum.

Over time, rhodium plating will gradually wear away, particularly on rings worn every day. To maintain its bright white appearance, we recommend reapplication every 6–12 months, depending on wear.

You can visit our studio for professional sizing or read our Tennis Bracelet Size Guide online.

You can visit our studio for professional sizing or read our Ring Size Guide. You can also contact us for personalised advice.

Yes. We offer one complimentary resize within the first year of purchase. Additional resizing is available for a fee.

There are limits to how much we can resize a ring without causing structural issues. We assess each ring individually and will advise you of your options.

Yes. We provide a Lifetime Manufacturing Warranty covering manufacturing defects. Wear and tear or accidental damage is not covered. Read more about our Lifetime Manufacturing Warranty.

We strongly recommend insuring your jewellery through a third-party jewellery insurer. Insurance can help protect against loss, theft and accidental damage, which are not covered under our manufacturing warranty.

Due to the bespoke nature of our pieces, custom orders are non-refundable.

We offer an exchange or store credit, excluding postage fees, for unworn ready-made pieces, excluding earrings, that are in their original condition and packaging. Returns must be made within 14 days of purchase. To arrange a return, contact us at info@carmenandlucyfinejewellery.com.

Yes. We ship Australia-wide. Once dispatched, you will receive tracking information to monitor your order. All shipments are fully insured until signed for upon delivery.

At this time, we only ship within Australia, though we may offer international shipping in the future.

Fine jewellery should be stored carefully, cleaned regularly and checked annually. Read our Jewellery Care Guide for detailed maintenance tips.

Yes. We provide lifetime complimentary cleaning and annual check-ups for Carmen & Lucy jewellery. Book an appointment to have your piece professionally cleaned and inspected.

Yes. We welcome clients by appointment at our private Adelaide CBD studio, located in the Edments Building on Gawler Place. Appointments allow us to dedicate time to your piece, discuss your ideas, compare gemstones and guide you through the custom jewellery process.

You can book an appointment online or contact us if you are unsure which appointment type is best for your enquiry.

In-studio appointments are preferred wherever possible, as they allow you to view gemstones, samples and proportions in person. For interstate clients or enquiries where an in-person appointment is not practical, we may be able to arrange a phone or online consultation depending on the project.