SAPPHIRE STUDIOS

Please use this form to contact us regarding general maintenance requests and repairs.

We are more than happy to assist and quote on repairs that fall outside the scope of warranty, such as items past their warranty date and or damaged items. To carry out such a repair, all items must be shipped to us in Australia. Although many of our items have intricacies and may require our specialist attention, setting stones, tightening stones, cleaning and simple full re-plating jobs can be completed by a competent local independent jeweller, we advise staying clear of any mall or chain stores.

Loose stones are generally a result of an external physical disturbance to the jewellery piece and can be more common in 4 prong designs with large prominent stones. The good news is that unless the prong is very bent, it's unlikely the stone will fall out, that is not to say you should ignore it, tightening of a setting around a stone with a faint rattle should be completed as part of maintenance. You are welcome to bring the ring into our store or post it to us to have the setting tightened. If you are located outside Melbourne, Australia your best option would be to seek out a reputable local independent jeweller, most jewellers can quickly tighten loose stones as it is a simple maintenance procedure, quite often completing this free of charge. If there is an underlying problem that requires warranty attention by us, they will surely inform you, you can then advise us by submitting this form.

Lost natural centre stones are not covered under warranty, we can quote to replace. Side stones 1.5mm and under will be replaced under warranty if there is no evident damage to the ring or prong settings. A small side stone coming loose and popping out is not the most uncommon event for a daily worn ring, this is applicable to any and all manufactures, as many variables can contribute to this. Regular bi-yearly maintenance by a professional to clean and check all the settings are nice and secure is highly recommend. Replacing small side stones is a fairly standard procedure for a jeweller.

Physical damage is not covered under warranty. The only time a broken ring (shank, accents, prongs etc) is covered under warranty is if there is an underlying issue with the materials, if a jeweller has identified an issue please elaborate and attach their reported findings below.

Electroplating does wear and fade and will need to be redone over the lifetime of the jewellery piece, which is considered maintenance. The rate of wear is very much dependent on the person and the environment the item is exposed to. General care making sure the piece is kept away from chemicals (even household soaps) will help prolong the plating, there is no set amount of time as to how long it should last, it is very much an individual thing. In such cases where excessive wear is evident in a short period of time, yet it has been well looked after, the cause could only be a skin reaction to the metal plating, some skin oils can have a higher acidity than others which causes more rapid deterioration, this can be far more evident with black rhodium plating. Our plating process is very standardised across the industry. We are more than happy to quote on and re-plate an item if you are dissatisfied with your local jewellery plating options.

A cracked stone may be replaced under warranty under such circumstances where there is no observable physical damage to the stone or ring. The stone must have been looked after as per care guide. e.g. Opals are a delicate stone and high temperatures can cause them to crack.