FAQs

Orders are dispatched within 24-48 hours, Monday to Friday, from our Sydney studio. Orders placed before 1pm Sydney time on a weekday will usually be dispatched the same day. Engraved pieces may take an additional one to two business days while we personalise your piece with care. You will receive an email with tracking as soon as your order is on its way.

Your tracking link will be included in the dispatch email we send as soon as your parcel leaves our studio.

If it has been more than two business days since you placed your order and you haven’t received your dispatch email, please check your junk or spam folder first. If it isn't there, please email hello@kirstinash.com with your order number and we will send your tracking details through.

You have 15 minutes after placing your order to make changes or cancel it directly at checkout.

After this 15 minute window, our team begins preparing your order, so we’re not always able to make changes. If the 15 minute window has lapsed and you need to update your delivery address, cancel your order or correct an engraving, please email hello@kirstinash.com with your order number as soon as possible. If your order hasn’t been dispatched, we will always do our best to help.

Once your parcel has left our studio, we are unable to redirect it. However, you are welcome to return eligible pieces in line with our returns policy.

If you've entered an incorrect shipping address, you have 15 minutes to edit it from the link in your order confirmation email.

If the 15 minute window has lapsed and you need to update your delivery address, cancel your order or correct an engraving, please email hello@kirstinash.com with your order number as soon as possible. If your order hasn’t been dispatched, we will always do our best to help.

Once your parcel has left our studio, we are unable to redirect it. However, you are welcome to return eligible pieces in line with our returns policy.

Prefer to pick up your order in person? Click & Collect is available from our Sydney Studio in the Sydney CBD.

Collection is available Monday to Friday, between 9am and 4pm. Orders are ready within 24 hours of being placed. Orders placed after 3pm AEDT, or on a weekend, will be ready the following business day.

We will email you as soon as your order is ready to collect. Please have your order confirmation and a valid ID ready to show when you arrive.

In the unlikely event that a piece is out of stock, our team will be in touch to let you know, your order will be cancelled and you will be refunded in full.

Questions? Email us at hello@kirstinash.com or call 02 7908 4208.

We accept Visa, Mastercard, PayPal, AfterPay, Klarna, Shop Pay and Google Pay. Please note that Afterpay and Klarna are available for AU & NZ customers only. Read more about the Terms and Conditions for Afterpay & Klarna.

Once you reach checkout, you’ll see a summary of your items, this is located at the top of the checkout on mobile, and on the right hand side of the checkout on desktop. Just below that, there’s a field to enter your discount code or gift card number. Pop your code in, hit apply, and your updated total will appear automatically.

Yes - we ship worldwide excluding some selected countries with DHL Express from our Sydney studio, and from our Christchurch studio for our New Zealand orders.

You can select your region at the top of the site to view prices in your local currency.

From Friday the 13th of November and throughout the Christmas period, full priced pieces, or pieces discounted up to 29% that are unworn and in their original condition can be returned for a refund within 30 days from the date of delivery. Enjoy an extended period of 60 days for exchanges and credit notes.

Please note that some exclusions apply. For hygiene reasons, earrings cannot be returned for change of mind and can only be returned if deemed faulty or under warranty. 

Engraved pieces are made especially for you and are not eligible for return, and pieces discounted at 30% or more are considered final sale and cannot be returned.

These exclusions do not apply to faulty items - please see our warranty page for more information.

If you purchased your piece from one of our stockists, please contact the stockist directly to arrange your return.

For more information, please visit our returns page. To lodge a return, please visit our returns portal.

1. Initiate your return: please visit our returns portal and enter your order number and email address used at checkout.

2. Prepare your parcel: please print your shipping label, carefully pack your piece in its original pouch or box, and post it back to our studio within the applicable return window.

3. We will take care of the rest - once your parcel arrives at our studio, we will email you and process your refund, exchange or store credit within 5 business days.

A handling fee of $10 AUD for Australian and New Zealand returns, or $20 AUD for international returns will apply and will be deducted from your refund. Unfortunately, any original shipping costs, duties and taxes are non-refundable.

There are no outbound shipping fees for exchanges.

Please submit your exchange request through our returns portal within 60 days of delivery (under our extended Christmas returns policy) and select your preferred size.

Before submitting your exchange, we recommend checking our ring size guide to make sure you have selected the right size. Our gold vermeil and gold plated rings use US sizing, while our solid gold rings use AU/UK sizing, which can create confusion when choosing your size. We offer a complimentary ring sizer so you can find your perfect size.

If your preferred size is sold out, we will be happy to offer you store credit or a refund instead.

You can track your return parcel using the tracking link provided with your shipping label to see its delivery progress.

Please allow the full postage timeframe shown in your tracking. If it’s been more than 5 business days since you posted your return and there hasn’t been an update, please email hello@kirstinash.com with your order number and tracking details, and our team will look into this for you. 

Store credits are issued as a digital voucher and sent to your email. You can use it across one or multiple orders on our website. 

Your store credit never expires, so you can take your time finding something you love.

Of course! If you have received a Kirstin Ash piece as a gift, you’re welcome to request an exchange or store credit within 60 days of delivery, under our extended Christmas returns policy.

To get started, visit our returns portal and enter the order number and the email address used to complete the purchase. If you are unsure of these details, please email hello@kirstinash.com and our team will happily assist. 

Refunds are issued to the original payment method, so they can only be requested by the person who placed the order. Please also note that our usual return exclusions apply to earrings, engraved pieces and final-sale items.

Pieces discounted by less than 30% are eligible for return under our standard returns policy.

Pieces discounted by 30% or more are considered final sale and cannot be returned or exchanged unless faulty.

We are so sorry to hear your piece has broken. To help us assess the issue, please avoid attempting to repair it yourself or taking it to another jeweller, as this may void your warranty.

To get started, please submit a warranty claim through our returns portal, including your order number and email used at checkout, along with a short description of what happened and two or three clear photos of the damage. Alternatively, you’re welcome to email hello@kirstinash.com, and our team will be happy to assess the fault for you.

If your piece is within its warranty period and the issue is due to a manufacturing fault, we will replace it at no cost or provide you a credit note. If your piece is outside its warranty period, we will review the issue and let you know what options may be available.

Some claims require the piece to be returned to our studio for assessment. If this is needed, we’ll provide you with a prepaid shipping label.

We want you to love and enjoy your Kirstin Ash pieces for years to come. Our jewellery is covered by a warranty against manufacturing faults, with coverage depending on the materials used.

Gold Vermeil, Gold Plated and Sterling Silver pieces: 6 months from the date of purchase.

Solid 9K and 14K Gold pieces: 12 months from the date of purchase.

What does the warranty cover?

Our warranty covers manufacturing faults in materials or workmanship, such as a clasp that won’t close properly, a stone falling from its setting or a chain separating at a join under normal wear.

What isn't covered?

The warranty doesn’t cover accidental damage, loss or the natural wear that can occur with everyday use. This includes scratches, fading or tarnishing, chains that have been pulled or caught, bent bangles, or any repairs or alterations carried out by another jeweller.

If you believe your piece has a manufacturing fault, please submit a claim through our returns portal, and our team will be happy to assess it.

To get started, you can submit a warranty claim through our returns portal. Alternatively, you are welcome to email hello@kirstinash.com with your order number or proof of purchase, a description of the fault and clear photos of your piece - one showing the entire piece and another close up of the issue.

Our team will get back to you within 1-2 business days with the next steps. Most claims require the piece to be returned to our studio for assessment, and we aim to have your replacement or repaired piece on its way within ten business days of receiving it.

While we offer a 6-12 month warranty, depending on the piece, we are unable to offer repairs outside this period, as our studio isn’t set up for ongoing repair services.

For issues such as a worn clasp or chain, your local jeweller may be able to help. If your piece can’t be repaired, we would be happy to recommend a similar style from our current collection that you might love just as much.

Some of our earrings are available to purchase individually on our website.

If the earring isn't available individually, we are unable to sell a single earring separately. However, if you’ve lost an earring back - we are more than happy to send you a complimentary replacement. Simply email hello@kirstinash.com and our team will be happy to help.

Changes in colour can happen over time, depending on the materials used and how your piece is cared for.

Gold Vermeil and Gold Plated jewellery feature a layer of real gold over Sterling silver or a Brass base. Our Gold Vermeil has a 2.5 micron gold layer, while our Gold Plated pieces have a 1.5-2 micron layer. Both are above the industry standard. However, plated finishes can gradually wear with regular use, particularly when exposed to moisture, perfume, sunscreen and friction.

Sterling Silver can naturally tarnish over time, but it can usually be restored to its original shine with a gentle polish using a jewellery polishing cloth.

Solid Gold is highly durable and doesn't lose its gold content through wear, but it can develop a natural patina or appear dull over time. A gentle polish can usually help restore its shine.

Natural wear, including fading and tarnishing, isn't covered by our warranty. However, if your piece has discoloured unusually quickly despite careful wear, it may be a manufacturing fault.

If you're concerned about a change in colour, please email hello@kirstinash.com with a few clear photos of your piece, and our team will be happy to take a closer look.

With a little care, you can keep your Kirstin Ash pieces looking beautiful for years to come. Here are a few simple tips to help care for your jewellery.

Keep it dry: Remove your jewellery before swimming, showering, exercising or sleeping. Apply perfume, lotion and sunscreen before putting your pieces on.

Clean gently: Use the microfibre cloth, or a jewellery polishing cloth. If needed, you can soak most jewellery in mild soapy water for up to 5 minutes, no more than once a month, then gently buff dry. Pearls and gemstones should be kept away from moisture and chemicals.

Store with care: Keep your jewellery in a cool, dry place with the anti-tarnish strip included with your order. We don't recommend storing pieces in their original box long term, as limited airflow can contribute to tarnishing.

For more detailed advice, visit our Jewellery Care Guide.

We recommend removing your jewellery before swimming, showering or sleeping to help keep your pieces looking their best.

Solid gold can generally be worn during everyday activities, however, we still recommend removing rings and bracelets before swimming or playing sport to avoid accidental knocks or damage.

Gold Vermeil, Gold Plated and Sterling Silver pieces will last much longer when kept dry, so it's best to remove them before showering or swimming in the pool or sea.

We also recommend removing fine chains and hoops before bed, as they can catch on bedding or clothing and become damaged.

We don't include any nickel in our designs.

However, as our pieces are made in workshops that also handle other metals, we can't guarantee the complete absence of trace elements. If you have a known nickel allergy, we recommend choosing our solid 9k or 14k gold pieces, which are generally the best option for sensitive skin.

If you would like advice on a specific piece, please email hello@kirstinash.com and our team will be happy to help.

Finding your perfect ring size can be tricky, so we’re here to help.

Visit our Ring Size Guide for helpful tips on measuring your finger and finding the right fit. We also offer a complimentary ring sizer to help you find your size with confidence.

If you’re unsure which size to choose, our team is always happy to help. Please email hello@kirstinash.com for more guidance.

We don’t offer resizing in our studio, however, some rings can be resized by an external jeweller. 

Solid Gold and Sterling Silver rings can generally be resized by one to two sizes, while Gold Vermeil and Gold Plated rings cannot be resized without risking damage to the finish.

Please note that having your ring resized by another jeweller will void your warranty.

If your ring isn’t quite the right fit, you’re also welcome to exchange it for another size within 60 days of delivery (under our extended Christmas returns policy) through our returns portal, provided your piece meets our returns policy.

The perfect necklace length comes down to your personal style and how you love to wear your pieces.

Most of our necklaces adjust between 15 and 17 inches (38–43 cm), sitting at or just below the collarbone on most people. A 16-18 inch (40–46 cm) chain sits a little lower and works beautifully with pendants, while a 20 inch (51 cm) chain sits closer to the chest.

For the best fit, try measuring a necklace you already love wearing. You will also find the exact total chain length and adjustable lengths (where applicable) listed under the details section on each product page.

At the moment, we don’t offer chain extenders or longer replacement chains. We recommend checking the length details on each product page before purchasing to help you find the perfect fit.

For bracelets: Measure snugly around your wrist bone, then add 1-2 cm for a little extra room. Most of our chain bracelets are adjustable, and you will find the exact measurements listed under details on each product page.

For bangles: With your thumb tucked in towards your palm, measure around the widest part of your hand. Your bangle needs to fit comfortably over this point. You will find the internal diameter listed under details on each bangle’s product page.

If you’re unsure about our measurements our team is always happy to help, please email them - hello@kirstinash.com

Engraving is complimentary on eligible pieces. You can explore our Engravable Collection on our website to find the perfect piece to personalise.

On the product page, select 'Engrave' to personalise your piece with text, a date, coordinates or a symbol. You can also choose your font and whether you’d like the engraving on the front or back, then preview your design before adding it to your bag. Character limits vary by piece and will be displayed as you type.

As engraved pieces are personalised especially for you, they are not able to be returned or exchanged. Please double check your spelling and personalisation details before confirming your order.

Please allow an additional one to two business days for engraving, on top of our usual dispatch timeframe. For example, an engraved piece ordered on Monday will typically leave our studio by Wednesday.

If your order includes an engraved piece, all items will be dispatched together once the engraving is complete.

If you need your piece by a specific date, we recommend selecting Express shipping at checkout and emailing hello@kirstinash.com with your order number and required date. Our team will be happy to help where possible.

If your piece hasn’t been engraved yet, we can usually help with a change. Please email hello@kirstinash.com as soon as possible with your order number and the updated engraving details, and our team will do their best to assist.

Once your piece has been engraved, we’re unable to make changes. As engraved pieces are personalised especially for you, they are not able to be returned or exchanged, so please double check your engraving preview before confirming your order.

Most of our bar and disc styles can be engraved on both sides. If this option is available, you will see it when you select Engrave on the product page.

We can only engrave pieces from our Engravable Collection, as these designs are specifically made to accommodate engraving.

If you’re unsure whether a particular piece can be personalised, please email hello@kirstinash.com and our team will be happy to help.

Each month has its own beautiful birthstone, making it a thoughtful way to personalise your jewellery or celebrate someone special.

January: Garnet

February: Amethyst

March: Aquamarine

April: White Topaz

May: Emerald

June: Moonstone

July: Ruby

August: Peridot

September: London Blue Topaz

October: Pink Tourmaline

November: Citrine

December: Tanzanite

Please note that stones vary by range.

Our natural gemstones each have their own unique tones and clarity, which does mean there can be slight variations - this is part of what makes your piece so special and unique.

While we don’t yet offer custom or bespoke jewellery, many of our pieces are designed to feel uniquely yours. From complimentary engraving and birthstones to initial charms and buildable chains, there are plenty of ways to create a piece that feels personal to you.

If your preferred size is sold out, select Notify Me on the product page and you'll be the first to know when it’s back in stock.

If a piece is no longer listed on our website, it may have been discontinued from our collection.

If you’re looking for a particular style, please email hello@kirstinash.com with the piece’s name or a photo, and our team will be happy to check whether we have any remaining in our studio or recommend a similar style from our current collection.

Even if a piece has been discontinued, it remains covered by the applicable warranty period.

Absolutely! Our digital gift cards make a thoughtful gift for someone special. They’re delivered by email, either immediately or on a date of your choice, and can be used across multiple orders. There are no fees, and gift cards don't ever expire.

If your gift card email hasn’t arrived, we recommend checking the recipient’s junk or spam folder first. If it is still missing, please email hello@kirstinash.com with your order number and we will resend it.

Absolutely! You can send a little something special directly to someone you love.

Simply enter the recipient’s delivery address at checkout and add your gift message in the cart. We’ll print your message on a card and include it in the parcel, with no prices included.

You can also send a digital gift note by email, either immediately or when the parcel is marked as delivered.

If you would like us to hold your parcel for a particular delivery date, please email hello@kirstinash.com with your order number, and our team will do their best to help.

Yes! You can add our signature gift wrapping to any piece at checkout for an additional $10. Every order arrives in our signature Kirstin Ash box, making it feel special even without gift wrapping. While our gift wrap is perfect for gifting, we do not recommend storing your pieces long term in their original packaging, as limited airflow exposure over time can cause tarnishing.

There are a few reasons your discount code may not be working. It may have already been used, expired, or may not apply to the pieces in your cart.

Some codes exclude sale items and gift cards, and codes can only be used on the regional website they were issued for. Please also note that discount codes cannot be combined.

If your code still isn't working, please email hello@kirstinash.com with your code and a screenshot of your checkout, and our team will look into this for you.

Once your order has been dispatched, we’re unable to apply discounts retrospectively, but your code may still be available to use on a future order, subject to its terms and conditions.

If you’ve forgotten to apply your discount code and your order has not yet been dispatched, please email hello@kirstinash.com with your order number. If the code is valid, we may be able to apply it and refund the difference.

We hold a small number of sales throughout the year, with details shared with our mailing list first. We recommend signing up to be the first to hear about upcoming offers.

Unfortunately, we are unable to apply sale prices to orders placed before a sale begins, or once the sale has finished. Sale prices cannot be combined with other discount codes including but not limited to welcome offers. 

Please also note that pieces discounted by 30% or more are considered final sale and cannot be returned or exchanged unless deemed faulty.

We would love to hear from you! You can reach our customer experience team by email at hello@kirstinash.com or by phone on 02 7908 4208, Monday to Friday, 8:30am-4:30pm Sydney time.

We aim to respond to all emails within one business day. Including your order number and any relevant photos helps us assist you as quickly as possible.

For specific enquiries, you can also reach us at:

Engraving: engraving@kirstinash.com

Wholesale: orders@kirstinash.com

Our pieces are available at selected boutiques across Australia and New Zealand. You can find your nearest stockist using our Store Locator.

Each stockist curates their own selection, so we recommend calling ahead if you have a particular piece in mind.

Please note that any returns or exchanges for pieces purchased through a stockist must be arranged directly with that stockist.

Our jewellery is crafted from a considered selection of quality materials.

18k Gold Vermeil: A sterling silver base coated in a 2.5 micron layer of 18k gold, around 2.5x the industry standard.

18k Gold Plated: A sterling silver base, or brass on select statement pieces, coated in a 1.5–2 micron layer of 18k gold.

Solid Gold: Available in 9k and 14k gold, responsibly sourced.

Sterling Silver: Made from .925 sterling silver and hallmarked.

Gemstones and Pearls: We use natural semi-precious gemstones and cultured freshwater pearls, each with its own unique variations in colour and tone.

Diamonds: Our diamonds are certified conflict-free under the Kimberley Process.

You can find the exact materials listed under Details on each product page. For more information, you can also explore our Materials page.

You can find the dimensions listed under Details on each product page, including pendant height and width, chain length and adjustability, hoop diameter and band width depending on the product type.

If there is a measurement you are unable to find, please email hello@kirstinash.com and we will be happy to help.

During the Residency, Click & Collect is available from our Sydney Kent Street Studio in the Sydney CBD.

Collection is available Monday to Friday, between 9am and 4pm. Orders are ready within 24 hours of being placed. Orders placed after 3pm AEDT, or on a weekend, will be ready the following business day.

We will email you as soon as your order is ready to collect. Please have your order confirmation and a valid ID ready to show when you arrive.

In the unlikely event that a piece is out of stock, our team will be in touch to let you know, your order will be cancelled and you will be refunded in full.

Questions? Email us at hello@kirstinash.com or call 02 7908 4208.

Most pieces are engraved while you browse, but will be available within the hour from purchase.

Mostly. Black Friday starts in store first from the 13 November and online from 21 November.