Frequently Asked Questions
Every piece is made to order in our Sydney studio, so nothing ships the same day. Allow 7 to 14 days for us to make your piece, plus delivery on top. Custom and engagement work takes longer, and we give you a date when we quote it. If you need something by a particular day, email info@serpentandtheswan.com before you order and we will tell you honestly whether we can do it. Everything we make is in all jewellery.
Yes, we ship worldwide from our Sydney studio. Shipping is free right across Australia with no minimum, and free on international orders over A$300. Below that, international postage is a flat rate calculated at checkout before you pay. Delivery time is on top of the 7 to 14 days it takes us to make your piece, because everything is made to order. Duties and taxes in your own country are not included and are yours to pay on arrival. Return postage is not covered either way; the full terms are on our returns page.
We accept a refund or exchange on unworn jewellery within 7 days of delivery. After that we cannot take it back. For an exchange, return the original piece and we refund it minus the cost of shipping, then you order again or we email you a secure invoice. We do not cover return shipping, domestic or international. Sale items, pieces bought with store credit, pre-orders and anything customised cannot be returned. Email info@serpentandtheswan.com to start one. The full policy is on our refund and returns page.
Order our free ring sizer. It works like a belt: loop the end through the arrow and pull until it is comfortable, and the letter the arrow points to is your size. It should still slide off your finger with some resistance. Measure at the end of the day, when your hands are warm, and if you are between sizes on a wide band go up. Then choose that size when you order.
Yes, and it is free. Most of our rings can be resized because they are solid metal all the way through rather than plated over a base metal, so there is no coating to break when the band is cut and rejoined. Email info@serpentandtheswan.com with your order number and we will sort it out. Rings set with stones all the way round, and some cast shapes, cannot be resized. Every piece carries lifetime repairs, so a ring that needs work years from now is still ours to look after. Read about the metal on our solid 9ct gold page.
Solid gold does not rust or fade, so warm soapy water and a soft cloth is all it needs. Sterling silver develops a soft surface tarnish over time, which is a reaction with the air and not a fault; it polishes away completely with a soft cloth, as often as you like. Pearls are organic and soft, so put them on last and take them off first, keep them clear of perfume and hairspray, and wipe them with a soft damp cloth after wearing. Opal holds a trace of water, so no harsh cleaners and no sudden heat: mild soapy water and a soft cloth. More on our sterling silver, pearls and opals pages.
Yes to both. Every piece is made to order, so gold or silver you already own can be melted down at our bench and remade as any design on this site, or as something new. Heirloom stones are welcome and we will always encourage you to use one rather than buy new: a stone that is already above ground and sitting unworn in a drawer is the kindest choice there is. Send a photo of what you have to info@serpentandtheswan.com. See pieces we have made this way on our custom jewels page.
Yes, by appointment. We are at Studio 14, 43-53 Bridge Road, Stanmore, in Sydney's inner west. We do not keep shop hours, because the studio is a working bench, so book a time and you have someone's full attention. Consultations are booked through Calendly. Engagement and custom work starts with one of these; there is more on our bespoke engagement page.
Yes. They are in our gift card collection, delivered by email with instructions to redeem them at checkout. A gift card is the safer choice when you do not know someone's ring size, because it lets them choose their own piece and their own size. Everything we make is made to order, so allow 7 to 14 days from the day they order.
There is no nickel in anything we make, and we never plate. Our 9ct gold is alloyed with copper, silver and zinc; our sterling silver is 92.5% pure silver all the way through. Most reactions to jewellery come from nickel in a base metal under a plated layer, and once that layer wears through the base metal sits against your skin. Solid metal has nothing to wear through. Read more on our solid 9ct gold and sterling silver pages.