Frequently Asked Questions

Yes, we ship all over the world. We use Australia Post, and premium delivery courier services, to ensure your purchases are delivered safely. Some parcels also come with an updated tracking service for customers.

Certain items which are not in stock can be ordered in, such as limited-edition luxury watches or Hearts on Fire Diamond jewellery are available for pre-order. Please note in some cases a deposit may need to be made to secure your order.

Orders are processed Monday through Friday before 12pm and are shipped within 3 business days of placement, excluding weekends and public holidays and subject to availability. Deliveries within the Express Post network (Australian capital cities and major metro areas) are sent as next day deliveries. Please allow 2-5 days for delivery for areas outside the express post network.

International orders are shipped via EMS Express International Courier (through Australia Post). Shipping costs and estimated delivery time differ by country. Please refer to our full shipping & delivery terms and conditions for more information

Orders in the Express Post network will be assigned a unique tracking code which can be tracked online via http://auspost.com.au/track/. International orders will receive a confirmation shipping email with tracking information.

If you are not home when your parcel is delivered you will be left a calling card to arrange delivery at a different time.

Australian orders have a special flat rate of $10. International shipping costs vary by country. Please refer to our full shipping and delivery terms and conditions.

Smales Jewellers are insured for all parcels in excess of $3000. Anything less than this will be determined on a one on one cases if lost or damaged. Smales Jewellers are not responsible for lost or stolen parcels, delayed parcels due to natural disasters or other major adverse events resulting in transportation issues.

We are happy to arrange for extra insurance at the cost to the customer at the time of purchase. To discuss this further the customer can contact the Perth Service Centre at any time to discuss this on 08 9322 3222.

You will receive an email after placing your order to confirm that the order has been processed. If you have any questions about your order please contact us at orders@smales.com.au

If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. If you continue to receive error messages, please contact at orders@smales.com.au

Orders are processed Monday through Friday and are shipped within 2 business days of purchase. For international shipping please allow 10 days for delivery.

As long as your order has not been shipped, you are able to cancel the order.

If are not satisfied with your purchase, you can return the item provided it adheres to our Conditions of Return. Returned items will be issued as a Store Credit in the name of the original customer. Please refer to our full Returns Policy for more information

In the unlikely event that you have received a faulty or incorrect item, please contact us immediately (within 48 hours of receiving your order) at orders@smales.com.au. Please provide the order number, details of the fault, and photographic references.
We are happy to replace, repair, or exchange goods in the case of a manufacturing fault. Refunds will only be offered if the item has a manufacturing fault and cannot be replaced or mended. In the event of a manufacturing fault or incorrect item being sent, we will gladly refund you the shipping cost once we receive your item.

If you need to change or cancel your order, please contact us immediately at orders@smales.com.au. We generally process orders the next business day and once we have processed your order for shipping, we will be unable to make any changes.

Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order.

Smales Jewellers hand selects all gemstones carefully. All Hearts on Fire diamonds are guaranteed conflict-free, from point of origin to final piece. These diamonds are sourced responsibly and ethically from South Africa, Botswana, Namibia, Angola, Russia, and Canada. These diamonds are also 100% in compliance with the Kimberley Process. In keeping with their heritage, the Gold Nugget collections, Argyle Pink Diamond collections and Opal collections are sourced within Western Australia.

We can supply loose stones for customers wanting to dream up their own creation. Purchasing loose diamonds allows you to customise your very own wedding rings or engagement rings, including with coloured diamonds, to create the perfect piece. These loose diamonds or other gemstones such as sapphires, and rubies can also be sourced for customers. Smales Jewellers work closely with each customer to suit their designs and budget.

The value of a diamond is determined by the four C’s – Cut, Colour, Clarity and Carat. Refer to our Diamond Buying Guide when you begin your search for perfect diamond engagement ring in Perth.

Diamond Certification (GIA) is issued by a grading entity and describes various elements of the diamond such as the Colour, Clarity, length and width. Diamonds without certificates cost less than their certified counterparts.

The majority of our diamonds are accompanied with a certification. All diamond jewellery pieces at Smales Jewellers are accompanied with a Certificate of Purchase detailing all necessary information for insurance purposes.

Smales Jewellers differ from other jewellery companies, where-by you do not need to make an appointment to discuss your bespoke jewellery designs. Our teams in all showrooms are equipped with the knowledge to help you every step of the way.

Our jewellery designers in Perth and Bunbury are onsite and can discuss your designs personally to suit your individual style and personality.

Smales Jewellers offer a unique on-site jewellery workshop service where our highly skilled jewellers design and create beautiful pieces of art. From personalised Perth engagement rings and exquisite diamond jewellery to earrings, wedding rings and diamond necklaces, our jewellers will work closely with you to bring your vision to life.

This depends on the design and intricacy of the piece our jewellers are creating. Bespoke diamond jewellery can take anywhere from two weeks to three months. Your jeweller will provide a more accurate timeframe during the design process.

Bespoke diamond jewellery is not necessarily more expensive than in-store stock. The price will depend on the stone and the final design.

Smales Jewellers have an in-house team of highly skilled master watchmakers who can replace batteries and bands for most leading brands of luxury watches in Perth.

Please note however in some cases these watches may require their repairs to be carried out by the manufacturer as a part of the warranty.

We offer a full jewellery valuation service, including diamond jewellery, pink diamonds, and engagement rings. Smales engages a registered independent valuer to provide fair and accurate jewellery valuations.

Smales Jewellers can assist with battery replacements including some Swiss luxury watch brands in Perth. However, in some instances the watch battery will need to be replaced by the watch manufacturer.

Smales Jewellers can assist with new bands and straps as well as assist with band size adjustments and repairs.

You can measure your ring size using either string or dental floss. Take one of these measurement tools and wrap it around the base of your finger, marking where the string or floss first overlaps with a pen. Then, line that up with a ruler and record the length in millimetres. Other alternatives would be to visit a jewellery store and have your finger measured.

Please refer to our full description on how to care for jewellery including diamond jewellery and engagement rings.

Dust, pollution and daily wear all conspire to cloud the brilliance of a diamond and dull the surface of platinum and gold. We suggest your ring receives periodic professional maintenance. Our specially trained staff will check the setting is adequately securing your stones and give your ring a thorough clean.

We recommend occasional use of a nonabrasive cleaner for diamond jewellery in Perth between professional cleans:

• 6 parts warm water to 1 part cloudy ammonia, 1 part dish washing liquid
• Apply with a very soft bristle brush.
• Jewellery with stones other than diamonds may need other care.

Fine cultured pearls with thick nacre layers will last for generations if cared for properly. Cultured pearls should be kept free of perfumes, cosmetics, perspiration and dirt. Gently wipe away dirt from cultured pearls with a slightly damp cloth.

Our cultured pearls are strung on pure silk with knots between each cultured pearl. Over time the silk will stretch, weaken and become soiled. We encourage regular cleaning and yearly restrings if your pearl jewellery is worn often.

To ensure the ongoing performance of your luxury watch we recommend the following care:

• Use a soft dry cloth to keep your watch clean.
• Avoid contact with perfumes, spirits or petroleum products as these may damage seals, straps and case/bracelet.
• Ensure that the crown is always properly pushed in and/or screwed to prevent penetration by water or dust.
• Avoid abrasions as scratching may eventually affect the case and bracelet.
• Do not wear your watch too tightly fastened or expose it to water, unless all components including leather straps are water resistant.
• Keep your watch in a cool dry place when not being worn.
• Do not wear your watch when playing sports such as golf and tennis.
• Most importantly, ensure you follow your warranty plan and have your luxury watch serviced anywhere between 5-9 years.