FAQ’s (frequently asked questions)
1. When will my custom order be ready?
Custom chains are usually ready for delivery between 14 and 28 days after your order is placed. If the manufacturer has the chain in stock it may be dispatched as early as the same week (It still has to be cut to length and have clasps fitted).
Our charm and pendant manufacturers usually hold stock of the silver items but generally cast the gold jewellery weekly on demand, delivery is usually 14 to 28 days after placing your order.
All MM chains are produced by machines and then hand finished. These machines are capable of producing various types and sizes of chain. Usually, long lengths are made of one chain type and then the machine is setup for the next type required. If you request a chain type that is not in stock and is not required by other jewellery shops, it may be up to 3 or 4 weeks before the chain is manufactured.
If this is the case you will be notified within a few days of placing your order and given the option to cancel or change your order if you don’t wish to wait.
All HM chains have their links hand cast and assembled. This is time consuming but produces a stunning result, these chains are usually delivered in 14 to 28 days.
2. What warranty do you give?
All our products are covered by a 5 year manufacturers replacement warranty against defects in materials or workmanship. Products in our BEE ranges (product codes BEE-xxxxx) have a 10 year manufacturers warranty.
Additionally, if you are not happy with your purchase for any reason, you may return the (undamaged) jewellery to us within 7 days and we will refund your money, less freight charges. Please read the terms and conditions page for full details.
3. Why are your prices so low? Is the jewellery real?
We buy direct from some of Australia’s largest manufacturers who supply the major retail stores.
Our overheads are minimal because we don’t have retail shops and the associated costs.
We do limited advertising as many of our sales are from referrals from existing customers.
We don’t markup our prices by 400% or more, as many jewellers do.
The business owner has over 25 years experience in IT and has done all the website development, as well as hosting our own sites on our own servers.
We do all the production of photographs and images in house. Yes, the quality is not as good as a professional photographer would do, but we aren’t paying out thousands of dollars that would push our prices up either.
4. We are worried about buying online.
This is the problem many people face.
There are countless cases of people being ripped off on the internet or by email scams.
So how can we prove to you that we are any different?
The business owner’s mobile telephone number is listed on the contact page. Please feel free to call between 8am and 8pm, 7 days.
If you are one of our many customers that have been referred by friends, you have their assurance that we dealt with them in an honourable and professional manner.
If you are new to this site then may we suggest that you check out the business owner ross.fraser on www.ebay.com.au – he has a 100% positive feedback rating and has been a member since July 2005.
Link to ebay feedback rating
Fraser Ross processes all credit card payments through PayPal for your security.
Fraser Ross is a registered Australian Business (ABN 69 082 948 822)
We do understand that there are risks in purchasing online, and it is very hard to gain people’s trust. This is why we work so hard to dispatch orders as quickly as possible and keep you informed of the order’s progress every step of the way.
Word of mouth is our best way of building customer confidence and your recommendation to friends carries far more weight that any statement we can publish here.
When you receive your jewellery, please assist us by leaving feedback (via email) for other clients on our feedback pages.
5. How can I tell the size of the chains?
The dimensions of all our chains are shown when you are viewing a product page.
~ 9mm means approximately 9mm wide.
The dimensions are also given for many of our charms. i.e. ~ 13 x 7mm is an example of how they are shown.
6. Are there any hidden costs?
No, there are no hidden costs.
All prices shown are inclusive of GST.
Freight is free and includes packing, postage, signature on delivery and insurance charges.
There is no additional charge for custom lengths of chain, all our chain prices are based on the weight of the chain only. Padlocks and Kartier clasps incur a small surcharge for fitting which is included in the price shown.
7. Payment Options
You are welcome to pay by credit card (Visa or MasterCard) or PayPal.
All credit cards are processed through our PayPal account for your security.
You DO NOT need to have a PayPal account, and we never see your credit card details.
You are also welcome to use direct deposit, cheque or money order. This will delay your purchases until your funds are cleared into our account.
Do NOT send cash through the post.
8. There was a problem with my order
Our aim is for a 100% client satisfaction rating. We will do everything we can to resolve any issues in your favour.
Please contact us with the exact nature of your problem and we will deal with your complaint promptly.
If we made a mistake, we will pay for the return freight costs.
You have 7 days from the date of purchase to return any merchandise for a full refund (less freight) if you are unhappy for any reason (no questions asked, even if you just changed your mind).
9. I found a better price elsewhere
If you can find a better deal on brand new chains (and we doubt it), let us know the details and we will beat it if we can.
Please make sure that you aren’t comparing our SOLID GOLD chains with someone else’s Gold Plated, Rolled Gold or Gold Filled (GF) chains.
See this article.
A lot of sellers (especially on Ebay) sell 9CT Gold chains but don’t make it clear that they ARE NOT solid gold.
Please be aware that we only sell high quality Australian made SOLID 9CT GOLD and SOLID 925 STERLING SILVER chains.
10. What is the best way to contact you?
Telephone us anytime between 8am and 8pm daily (or send us an sms with your name and number and we will call you back)
Email enquiries are normally answered within one business day, usually within hours.
11. Do you sell Rose Gold & White Gold chains and charms?
Yes. All of our ‘made to any length’ gold chains are available in yellow gold, rose gold and white gold.
All of our charms are available in yellow gold, rose gold and white gold (and sterling silver).
12. Do you have a showroom?
No, by not having retail shops, we can keep our overheads, and so our prices, very low.
You may however like to visit any of the large retail jewellery shops and see the same products we sell.
There are only a few major chain manufacturers in Australia, so it is quite likely you will be looking at exactly the same jewellery we sell in this shop.
Please call us if you need any further help.