The questions we are asked most often. If yours is not here, get in touch and we will answer it.
Orders and delivery
How much is shipping?
Express Post is a $10.00 flat rate anywhere in Australia, and free on orders of $99 or more. The threshold applies to your order total after any discount and before shipping.
How quickly will my order arrive?
Orders placed before 3pm Queensland time are posted the same business day. After 3pm, or on a weekend or public holiday, they go out the next business day. Australia Post estimates 2 to 4 business days for Express delivery after that, though remote and regional areas can take longer. Full details are in our shipping policy.
Will I get a tracking number?
Yes. Tracking is included on every order and is emailed to you automatically when your parcel is posted.
Do you ship overseas?
Not at the moment. We deliver within Australia only.
Can I collect my order or visit in person?
You are very welcome to visit us. We trade from the Style House Fashion premises in Gladstone, and our address and opening hours are on the contact page.
Can you gift wrap my order or include a note?
If you would like your order presented as a gift, or a short message included, say so when you place the order or email us straight afterwards and we will do what we can.
Returns and exchanges
Can I return something if I change my mind?
Yes, within 14 days of delivery. Email us with your order number, and once the return is approved we resolve it with a store credit. We do not offer refunds for change of mind. The piece needs to come back unworn, undamaged and in its original packaging with any tags still attached, and return postage is at your cost.
Is anything excluded from change of mind returns?
Earrings and toe rings cannot be returned for change of mind, for hygiene reasons, and sale items cannot be returned or exchanged. These exclusions apply to change of mind only. They do not affect your rights if something is faulty or not as described, which cover every piece we sell.
What if my piece arrives faulty or damaged?
Email us with your order number and a photo. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, and you are entitled to a repair, replacement or refund depending on the nature of the problem. We cover return postage when an item is faulty. The full terms are in our returns policy.
Is natural variation in a pearl or stone a fault?
No. Pearls, stones and shells vary in colour, shape and marking from piece to piece. That is the nature of the material rather than a defect, and it is part of what makes a natural piece its own.
Our jewellery
Is your jewellery waterproof?
Some of it is, and each product page says so plainly. We only describe a piece as waterproof when it is stainless steel with a quality PVD coating and every component is too, including the clasp, the chain and the jump rings, with any stone set into it hard enough to be unaffected by water. Pieces with pearls, shell, softer stones, beads, elastic or plated findings are everyday water safe rather than waterproof: fine with rain and handwashing, but best taken off to swim or shower. Our guide to metals and finishes explains the three categories we use, and you can browse the waterproof collection directly.
Will my jewellery tarnish?
It depends on the material, the finish and how it is worn and stored. Sterling silver can tarnish and plated finishes wear over time, while quality stainless steel and PVD hold up well. Our materials guide sets out the differences and the care guide covers what helps.
What is gold filled jewellery?
Gold filled has a substantial layer of real gold bonded to a base metal under heat and pressure. It holds far more gold than standard plating and wears much longer, though it is not solid gold. We explain the difference in gold filled versus gold plated.
Is your jewellery suitable for sensitive skin?
Quality stainless steel is generally gentle on most sensitive skin, though individual responses vary and stainless steel can contain nickel. If you have a known allergy, contact us and we will give you the material details for a specific piece before you buy.
What are Gabrielle's Creations?
Gabrielle's own designs, made with freshwater pearls, semi precious stones, shells and natural elements. They sit alongside the pieces she chooses for the wider collection. Many are made in small numbers and some are one of a kind. You can see them in Gabrielle's Creations.
Will a one of a kind piece be restocked?
A piece described as one of a kind is exactly that, so we cannot promise an identical restock. Similar materials often appear in a new design. If something you had your eye on has sold, let us know and we will tell you when something close comes in.
Care and sizing
How should I look after my jewellery?
Put it on last and take it off first, keep it away from perfume and harsh chemicals, and dry it properly before storing. Our care guide has advice for each material, including pearls, sterling silver and gold filled.
How do I work out my size?
Our size guide covers necklace lengths, how to measure your wrist or ankle, and Australian ring sizes with the measurements to match. Every product page also lists the dimensions for that piece.
Gift cards
Do you sell gift cards?
Yes. Hazel & Rowe gift cards are delivered by email and can be used on anything in the store.
How long is a gift card valid?
At least three years from the date of purchase, which is the minimum required under Australian law. Any expiry date that applies is shown on the card itself.
Still have a question?
Email us or use the contact form on our contact page. We read everything and we answer as quickly as we can.