What is your made-to-order process? 

Every engagement ring begins with a complimentary appointment, where you'll discover the design, metal and diamond that best reflects your love story. Once your selections are confirmed, your ring is crafted exclusively for you by our skilled artisans. As each ring is made-to-order, please allow up to 6 to 8 weeks for your ring to be thoughtfully brought to life before collection or delivery. 

Made-to-order wedding band versus ready-to-wear wedding bands?  

Made-to-order Wedding Bands are crafted especially for you in your chosen size and metal. As each piece is individually made by our artisans, please allow up to 6 weeks for production before collection. 

Ready-to-wear Wedding Bands are already crafted and available for immediate purchase, making them the ideal option for those with a shorter timeframe. These styles can be shipped or collected sooner, subject to availability. 

How long will it take to receive my ring? 

Each ring is thoughtfully crafted with care and intention. Our made-to-order pieces typically take 6 to 8 weeks to create. If you have a special date in mind, we recommend reaching out to our Engagement Specialists for guidance. 

Do you offer in-person consultations? 

Yes, we offer consultations with our Engagement Specialists in our Paddington Boutique. You may schedule an appointment here. 

How do I find the correct ring size? 

We offer a complimentary ring sizer, as well as digital guides on how to identify your or your partner’s ring size. You may also visit your local By Charlotte Boutique to be sized, or alternatively a trusted local jeweller.  

Does measuring my finger in warm vs cold weather make a difference?  

If measuring in cool weather, allow some spin/movement for warmer weather when your finger swells in size. If measuring in warm weather, the ring should have a snug to tight fit for when the weather cools down, so the ring does not become too loose. 

Do you offer resizing? 

Yes, we offer one complimentary resize within 6 months of purchase, one size up or down. 

What are the characteristics of lab-grown diamonds? 

Our lab-grown diamonds are optically, chemically and physically identical to their natural counterparts, blossoming into brilliant gemstones by replicating the Earth’s natural processes in a specialised laboratory.  We only select premium quality diamonds, chosen for their brilliance with a minimum F colour and VVS clarity. 

Just as with natural diamonds, each lab-grown diamond forms with its own unique blend of characteristics, making it one-of-a-kind. 

What metals do you use?  

Our engagement rings and wedding bands are crafted in solid 18k gold, available in both yellow and white gold. Chosen for its balance of purity and strength, 18k gold offers a rich, enduring colour while maintaining the durability needed for everyday wear. 

How should I care for my ring? 

To preserve longevity and shine, we recommend removing your ring during exercise, swimming and household cleaning. To maintain sparkle, use our diamond pen and polishing cloth, or a soft brush with hot, soapy water. For a deeper refresh, we offer a complimentary cleaning service in select By Charlotte Boutiques. Further cleaning and care recommendations can be found in our Product Care guide.  

Do you offer a warranty? 

Yes, our made-to-order rings are covered by a 24-month warranty. This covers any faults in craftsmanship but does not extend to general wear, accidental damage or stone loss. Full details can be found in our Warranty Policy. 

Can my ring be repaired or restored? 

We offer repair and restoration services to ensure your piece remains as radiant as the day you received it. Please note that our warranty will be voided if a third-party jeweller completes work on one of our pieces. For queries regarding repairs, please contact our Engagement Specialists. 

Can you keep my order discreet, so my proposal remains a surprise? 

We understand the magic of a surprise proposal. All engagement ring orders are shipped in discreet packaging, and we’re happy to accommodate special delivery requests wherever possible. 

Can I return or exchange the ring if it’s not quite right? 

We do not offer returns or exchanges for made-to-order items. Please review our Returns Policy or connect with our team before purchasing to ensure confidence in your selection. 

How will my engagement ring purchase be packaged? 

Each made-to-order ring is presented in our premium By Charlotte ring box, designed to honour the moment and become part of your journey.  

How do I organise collection?  

Our Engagement Specialists will be in touch when your ring is ready for collection from our Paddington Boutique. If you live interstate, or unable to collect in person, we offer secure delivery options. 

Which courier do you use for delivery? 

We offer complimentary shipping with DHL Express for made-to-order pieces. Once dispatched, you will receive tracking information via email. 

Do you require signature on delivery? 

Yes, we require a signature on all orders. Our Engagement Specialists will contact you prior to shipment to ensure a smooth delivery process. If you are not available at the delivery address to sign, your parcel will be taken to the nearest depot/collection point for pick up. 

Do you ship to PO boxes? 

Unfortunately, courier parcels cannot be shipped to a PO Box. 

How does insurance work?  

We recommend a reputable insurance provider to help protect your ring, so you can wear it with confidence. Once your ring order is complete, you will receive the relevant documentation needed for insurance, including your diamond certification and valuation details. 

Does my engagement ring come with a certificate? 

All our diamond engagement rings are accompanied by an IGI certificate, verifying the quality and authenticity of your diamond.