FREQUENTLY ASKED QUESTIONS

Receive $50 off your next purchase in store or online at www.nataliedissel.com by signing up to the newsletter

• Minimum spend $500.
• Code cannot be refunded or redeemed as store credit.
• Not available in conjunction with any other offers, or on sale items.
• One use per customer. 
• Code expires in 30 days from the sending of the email. 
• Only available on full-priced items (excludes bespoke commissions). 

Receive $50 off your next purchase in store or online at www.nataliedissel.com

• Minimum spend $100.
• Code cannot be refunded or redeemed as store credit.
• Code is only issued on the date of your birthday and cannot be issued or redeemed prior.
• Not available in conjunction with any other offers.
• One use per customer.
• Code expires in 30 days from the sending of the email.
• Customer must be signed up to receive email marketing. 

As soon as your order has been dispatched we will send you an email to confirm that it's on the way including a tracking number. If your parcel is taking a little longer than it should be, please get in touch with the courier as they will be able to follow up on your parcel for you.

For more information please send us a message at sales@nataliedissel.com

Free standard shipping on all orders over USD 1000,-

USD 25, - for courier delivery for all International orders (3 - 5 business days)

For any questions, please contact sales@nataliedissel.com

Please be aware all deliveries will require a signature – bear this in mind when giving your delivery address (home or work).

Returning items to us are at the cost of the sender. We are not responsible for any postage fees for items returning to our showrooms.

Products shipped to other countries may be subject to that country's Taxes and/or Duties. You will be responsible for paying such Taxes and Duties.

We are delighted you are ordering with us. We will dispatch your order as soon as possible.

Please note delivery times may vary during sale times due to high demand. Our team hand picks packs your order ready for courier collection. Please expect a delay of up to 7 working days for delivery.

International delivery time varies depending on the country but usually takes between 3 - 10 working days.

Please be aware that all deliveries will require a signature – so bear this in mind when giving your delivery address (home or work).

We are not liable for damage incurred to goods in transit or for non-delivery. You will become the owner of the goods you have ordered once they have been dispatched to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction. Please note that if you have a non-delivery arrangement with the courier company we are not liable for the loss, damage or destruction to the goods. It is the responsibility of the customer to make sure the package is delivered to the correct address and signed for by the customer as it is the customer's personal custody once it has left the Natalie Dissel Jewellery premises.

We want you to love your Natalie Dissel Jewellery! But if for any reason you are unhappy with your purchase we are happy to offer a full refund, store credit or exchange providing you send it back to us within 5 days of receipt.

Please Note:

• All items returned must be unworn and undamaged in the original packaging.
• We do not accept exchanges or returns on bespoke items, or pieces that have been resized or altered.
• Exchanges are possible if the item is available.
• Natalie Dissel Jewellery cannot refund delivery cost or any international tax or duties paid on non-faulty exchanged items.
  

To arrange a return please email sales@nataliedissel.com quoting your name, address, details of the product, the reason for return and whether you require a refund or replacement.

Any item(s) being returned must be returned in their original Natalie Dissel Jewellery packaging. Please pack the item carefully and we recommend that you use a secure and tracked service for your own protection.

The item is your responsibility until it reaches us therefore we cannot accept responsibility for any items lost or stolen in transit. Any item returned after the stated time period will only be refunded at our discretion.

Please contact us on sales@nataliedissel.com if you would like to return a piece of jewellery. We will send you a return form.

Please note, Natalie Dissel Jewellery accepts returns or exchanges for items purchased from our showrooms or webstore only. If you purchased through one of our stockists, you will need to contact them directly and adhere to their returns or exchanges policy.

We are happy to issue a refund on your piece of jewellery, within 14 days of purchase. Items should be returned in their original packaging.

We will issue your refund, once the item has been received. For refunds on online orders, your refund will be issued via the same payment method.

Yes you can, depending on the style of the necklace. You are able to shorten or lengthen the chain. 


Please email sales@nataliedissel.com for a quote.

Yes you can, depending on the ring's design and the difference in size you need. 

If your ring is gold plated, please note that there will be a longer turnaround time for the alteration. Your ring will be resized and then will need to be re-plated.

Yes we can, for any repairs please contact us at  sales@nataliedissel.com for a quote.

Yes we can. Please bring your Jewellery to us, so we can provide a quote as this will vary depending on the size of your piece.

Yes we can, bring your Natalie Dissel Jewellery into our studio and we will be more than happy to do this - free of charge. 


Take a look at our Jewellery Care tips

All Natalie Dissel Jewellery items come with a warranty. In the unlikely event of any manufacturing fault within the specified warranty period, we will promptly repair your item at no cost. Proof of purchase is required.

-Warranty periods for items are as follows:
- Solid 14K/18K Gold items: Warranty Timeframe of 1 year.
- Bespoke items: Warranty timeframe of 2 years.
- Sterling Silver & 18K Gold vermeil  items): Warranty timeframe of 6 months.

Any items brought in for repair after these timeframes will incur a jewellers fee.
Manufacturing faults include broken necklace clasps, earring fitting (hoop or post).

Manufacturing faults do not include general wear and tear or customer damage – this includes:
- Jewellery that has oxidised/tarnished from being worn.
- Rings that have been bent out of shape.
- Chipped, cracked or broken gemstones.
- Broken chains.

Yes we can.

We hope we can help make the replacement process as easy as possible for you. Please email us for more information.

Provided the order has not yet been shipped then yes, feel free to give us a call or email and we will happily assist you in any requests.

Yes, we love gift wrapping and making sure your gift is wrapped beautifully.

If you would like to include a personal message please contact us on sales@nataliedissel.com

Depending on the value of your order, your goods could be liable for customs and/or import duties (including GST). These are charged once the parcel reaches its destination country. Any customs charges for a parcel must be paid by the person receiving the parcel.

As customs policies and import duties vary from country to country, and are constantly changing, We recommend contacting the local customs office to determine what the current charges are before you order. We can assist you to check  what the cost may be.

Provided the order has not yet been shipped then yes, feel free to give us a call or email us. 

If your parcel has been picked up for delivery you will need to get in touch with the courier company and organize a redelivery of your parcel.

The best way to keep your jewels sparkling and full of life is to use a specific jewellery cleaner. Alternatively you could use a mild detergent and a gentle, baby toothbrush. This is especially effective if you're cleaning a ring with stones. For more information you may always contact us.

We believe that jewellery is precious and should be made from quality materials that will stand the test of time.  All our Gold Jewellery is made from Recycled Gold..  Even our findings, locks, clasps and chains are 100% recycled gold. Please visit our Ethics page for more information.

Besides our 18K and 14K Solid Gold Jewellery we offer a few pieces in 925 sterling recycled silver. Those pieces can be goldplated in 18K gold, with a minimum 2.5 micron (Goldvermeil). The plating facility that we use works exclusively with recycled gold for Goldplating, and most importantly, takes care of their chemical waste in a correct manner.

We work with 18K White Gold and  Platinum on request.

Ring sizes are a precise and often trick measurement to get completely right.

If you're investing in  fine jewellery we  recommend coming to see us or visit a local jeweller to take your ring size for you. Alternatively we can provide you with our ringsizer. You can find more information about ring sizes on our ring size page.

If you'd like to know more details about an item that shows out of stock,  please email or call us.

Our first conversation, where we discuss the project and budget outlines, is free of charge.

As we dive into bringing your custom design to life, we do require a deposit to mark the beginning of the design journey. This deposit is an essential step to ensure we're committed to crafting something truly exceptional for you, and that we have the time set aside to focus on your project.

The deposit will either be half the cost of the project if it has already been determined, or a fee that corresponds to the upcoming phase of the project.