Frequently Asked Questions
- Do you have a shop that I can visit?
e.g.etal is a Melbourne gallery established to represent and support Australia’s thriving contemporary jewellery design movement. Established in 1998, e.g.etal is located in the heart of one of Melbourne’s creative precincts, Flinders Lane. We are located at:
Downstairs 167 Flinders Lane
Melbourne, Victoria, 3000 Australia
- Will information about the artist be included with my purchase?
All of our artists have an individual artist page on our website. This page includes information about the materials and techniques that they use, along with the ideas and inspiration that helps to form their work.
An artist card will be included with your purchase.
- Do I need to convert prices to Australian dollars?
All prices are displayed in Australian dollars.
Please be aware that all payments will be processed in Australian dollars, and that due to the currency conversion, the amount billed to your credit card may vary slightly from the total price shown at the checkout.
- How can I learn about new pieces or new artists at e.g.etal?
The best way to hear about new exhibitions, products or artists, is to subscribe to our newsletter, like our Facebook, or follow us on Twitter.
- How do I care for my piece?
For detailed information on jewellery care, please see our Jewellery Care page, which includes information on general jewellery care (including storage and cleaning), repairs, diamond, gemstone, silver, oxidised silver, pearls and enamel jewellery care.
A care instructions card will be included with your purchase.
- Can I order a piece with slight variations?
All of the pieces that you see in our online collection can be customised to suit you and we can ask the artist to make the piece to your specifications. You might like a larger stone, or a stone of a different colour. Or you may want your earrings on posts rather than hooks. All adjustments are definitely possible. Please email us and we will be able arrange for modifications.
- How can I check the progress of an order that I have placed?
To check on the status of an order, please email or call us on 03 9639 5111 with your name and order number. We will be in touch within 24 hours with further information.
- Can I have my piece engraved?
Engraving a message onto a ring or piece of jewellery can add further meaning and significance to a piece. We’re happy to arrange for a piece to be engraved for you and this process will add an additional week onto the delivery time of your parcel. Please email us to arrange your engraving and we will be able to provide you with a quote.
If you are purchasing a piece as a gift, we suggest presenting the piece to the recipient before the engraving has been done. Once you are happy that the gift is perfect, please return it to us and we can arrange for the piece to be engraved.
We will be unable to accept the piece of jewellery as an exchange if it has previously been engraved.
- Will an item be re-stocked?
Most of the items at e.g.etal are either limited editions or one-offs, which means that the artist will usually remake pieces that are all slightly different. However, please email us if you’ve fallen in love with a piece that appears to be no longer available. We will be able to arrange for the artist to make a piece, specifically for you, which is as close as possible to the original one.
- Does e.g.etal have sales?
e.g.etal does not have sales, nor do we offer discounts.
- Is my personal information kept private?
The information you have provided will be used solely by e.g.etal, and will enable us to contact you regarding your purchase and delivery of your package.
There will be other times when you will you hear from us, but it will only be because we are excited about an artist we have recently discovered or new work delivered to us.
If you wish to unsubscribe from our mailing list, please click the link at the bottom of our newsletter. See our Online Store Policy for more information.
- What if I need extra help or advice regarding my purchase?
If you need a little help or advice about any of the pieces you’ve seen online, please feel free to send an email enquiry with your questions. One of our sales consultants will return your email or call within 24 hours.
- Can I make an appointment with a sales consultant in the gallery?
We welcome you to make an appointment to come into the gallery to meet with one of our sales consultants. Please email or call us to arrange a time; one of our sales consultants will contact you to schedule an appointment and to answer any questions.
- Can I purchase pieces that I saw in-store via the website?
We are continually adding to our online collection. However, if you have seen something in-store but it doesn’t appear to be online yet, please don’t hesitate to contact us via email with your enquiry and we will do our best to help you.
- How can I exchange an item?
Pieces purchased via the website can be exchanged for another item or a credit note, if returned within 21 days, in a saleable condition and accompanied by the original sales receipt.
To return or exchange your piece, please email us to advise us. We will email you back with all the relevant information.
Alternatively, you can bring your piece to our retail gallery at 167 Flinders Lane, Melbourne to be exchanged for another item or a credit note.
Credit notes are valid for three years**
If you have any questions, please contact us via email or phone on 03 9639 5111.
(**Credit notes issued prior to November 2019 were valid for 12 months and have now expired).
- What is e.g.etal's returns policy?
e.g.etal does not offer refunds for instore purchases, so we ask that you choose carefully. Pieces purchased in the gallery can be exchanged for another item or a credit note, within 14 days.
If you purchased your piece from the gallery in Flinders Lane, you may only return or exchange this item by contacting the gallery on 03 9638 5111.
Credit notes issued after November 2019 are valid for three years. (NB. Any vouchers and credit notes issued prior to November 2019 were valid for 12 months and have now expired).
Jewellery is a very special purchase. We hope you will love your e.g.etal purchase for a very long time. If you feel like that is not going to happen for whatever reason we are happy to make a refund or exchange possible for online or phone orders only.
Just keep in mind…..
1. Items must be returned within 21 days of purchase with the original receipt;
2. You must provide your name, phone number and address;
3. Gift vouchers can not be returned;
4. Custom orders or made-to-order items cannot be returned;
5. The returned items must be unworn, in original condition in the original e.g.etal packaging.
If you request a refund, the purchase price (excluding delivery charges) will be refunded to you using the original payment method once we have received the item in original condition.
If an item is faulty we will meet our legal obligations which may include refunding the purchase price and delivery charges, or providing a replacement product, provided the item is returned within a reasonable time. In the event that your product is lost or damaged in transit, e.g.etal will not be held liable. We therefore, recommend that you pack the item so that it is adequately protected whilst in transit and that it is sent registered and insured mail (for the full amount).
We are committed to providing you with the best customer experience, every time and look forward to welcoming you back soon.
How do I return/exchange an item purchased online?
To return a product you should carefully package it up, enclose your receipt and contact details and send it to:
167 Flinders Lane,
Melbourne, VICTORIA, 3000
Please email us to advise us so that we can look out for your parcel.
- How will I know you received my order and when will payment be deducted?
You will receive an email confirmation as soon as your payment has been received by e.g.etal. This email will confirm that your order has been received and your item will be dispatched that day (if before 3pm) or the following day (if after 3pm). Parcels will not be dispatched on weekends or public holidays. Payment will be deducted the day of dispatch.
- Can I put an item on lay-by through the website?
We’re unable to process lay-bys online, but please email us and we will be able to arrange a lay-by through our gallery.
- How do I order a customised piece?
All of the pieces that you see in our online collection can be customised for your needs. Found a ring, but you’d rather it in yellow gold? Would you prefer to make the stone bigger or smaller? All adjustments are definitely possible.
If you were planning on changing elements of the rings (such as width, thickness or stone size), we would provide you with a quote initially. If you are then happy to proceed, we require payment of the total amount, including shipping, to place the order. We normally allow 4-6 weeks to have a customised piece made.In the case of rings, this allows time for the possibility of a sizing sample ring to be sent to you to make sure the finger size is correct.
Please contact us via email if you require your piece to be made in a shorter period of time. After speaking with the artist we can advise you if this is possible.
Please note once an order has been placed it cannot be cancelled. As your piece is being hand made by an individual artist to suit your specific requirements, we ask you to understand that the finished product cannot be returned or exchanged. If you change your mind regarding any details, including size, we will do our best to have any adjustments made. However any changes made after the order has been placed will be at your expense.
Please email us and we will be able to help and provide you with further information about the order process.
- Can I order a ring in my ring size?
- Can I arrange for a quote to be done before I place an order?
We are more than happy to arrange for a quote to be done. The price of a ring can really depend on your finger size, so it can vary a bit depending on how big or small your fingers are. Please email us if you are interested in a particular piece, or if you’re interested in customising a piece. We will be able to send some further information to you.
- What happens if I place an order for a piece that is no longer in stock?
e.g.etal takes a lot of care to ensure that all pieces on our website are available for sale. If for some reason the item you have purchased is out of stock, we will notify you within 24 hours of your order and advise you of the estimated delivery time.
- How can I check the progress of an order I have placed?
To check on the status of an order, please email us with your name and order number. We will be in touch with you within 24 hours with further information.
- I just received my order, but the goods are faulty. What should I do?
All pieces of jewellery are checked for quality before they are packaged. If a product arrives with a fault, you must contact us within 7 days of receipt of your delivery. Faulty goods will be assessed and we will be in contact with you as to the best solution.
- Where can I get my piece repaired?
We can arrange for repairs to all items made by current e.g.etal artists. Please feel free to bring your jewellery back into the gallery, or alternatively, send your item to us via registered and insured mail. If you choose to send your piece back to us, please include your details and include any information on why the piece needs to be repaired.
Please post your repair to:
Downstairs 167 Flinders Lane
Melbourne, VIC, 3000, AUSTRALIA
Please send us an email if you have any piece of jewellery, which needs to be repaired, but we no longer appear to represent the artist.
- Will my purchase arrive gift-wrapped?
All purchases will be packed in e.g.etal’s beautiful boxes. Please advise us at the check out, if this purchase is a gift and we tie the box with black satin ribbon. If you need a personal card included, please include information about your requirements in the ‘notes’ field during checkout.
- Can I include a personalised message with my gift?
At the checkout, you will also have the option of requesting that a hand-written note be included with your gift. The gift will have no other additional information identifying you as the giver. For this reason, we encourage you to at least enter your name in the gift card.
- Can I purchase a gift voucher online?
Yes, you can purchase gift vouchers in various denominations here. If you would like to purchase a voucher for a different amount, please email us or call 03 9639 5111. Gift vouchers can only be redeemed instore or via phone order.
Vouchers are valid for three years**
(**Vouchers and credit notes issued prior to November 2019 were valid for 12 months and have now expired).
- I've lost my gift voucher or credit note. What should I do?
Please email or call us with your name, address, phone number and email and we will be able to retrieve your details from our system. We will immediately cancel the missing gift voucher or credit note and issue you with a new one. These details will be emailed to you as soon as they have been processed.
Vouchers and credit notes issued after November 2019 are valid for three years.
Any vouchers and credit notes issued prior to November 2019 were valid for 12 months and have now expired.
- I'd like to order multiple gift vouchers. Can I have them shipped to different addresses?
We can arrange to send your gift vouchers with different addresses. Please contact us by email to arrange this.
- Do you accept American Express?
Yes. And Visa, Mastercard and Union Pay too.
For online purchases, you also have the option to pay via PayPal.
- Will GST be charged on my purchase?
All prices featured on egetal.com.au are inclusive of 10% GST and all purchases delivered within Australia will incur the standard GST rates.
All international purchases are exempt from Australian taxes; however, they may incur taxes and duties applied by customs in the country where the order is delivered.
- How much will I have to pay in duties and taxes?
All international purchases are exempt from Australian taxes; however, they may incur taxes and duties applied by customs in the country where the order is delivered. The responsibility for any customs duties, foreign taxes or other fees, which may be imposed, will rest with the customer. To determine exactly what these charges may be, it may be necessary to call your local customs office to gain further details.