Frequently Asked Questions

Stone & Vale is based in Australia.

Stone & Vale is Australian and online-first. No showroom, shopfront or public customer address is currently listed on this website.

Email enquiries@stoneandvale.com.au or use the contact form.

Yes. Share the piece, stone type or question you have, and Stone & Vale will respond with practical next steps.

Stone & Vale offers natural diamonds only and does not sell laboratory-grown diamonds.

Some pieces have public pricing in Australian dollars. Others require confirmation of availability, specifications or sourcing details before pricing can be provided.

Direct supplier relationships let us focus on the piece itself: gemstone quality, precious-metal content, construction and finish. Listed prices include GST; delivery and any optional services are agreed separately before purchase.

All pieces are currently available by enquiry so Stone & Vale can confirm documentation, availability, lead time and next steps before purchase.

Yes. Availability can change, and a listed piece is not reserved until purchase terms are confirmed in writing.

No. Some pieces shown on the website are made to order and may require additional time for sourcing, production, setting, finishing or requested certification. Stone & Vale will confirm availability and the estimated lead time before you commit.

Yes. Stone & Vale can source stones and arrange custom orders based on your preferred style, stone, metal, budget and timing. Availability, specifications, price and lead time are confirmed before you proceed.

Stone & Vale confirms current availability directly before purchase.

Images are intended to help customers understand each piece, but colour, scale and detail can vary by screen and lighting. Request more information if a detail matters to your decision.

Yes. You can ask for available measurements, imagery, stone information, care notes and documentation where available.

No. Report availability depends on the individual product. Stone & Vale will share available report information where supplied.

Where appropriate, an independent report can be arranged before purchase. Laboratory choice depends on the gemstone and type of report required. We confirm eligibility, cost and lead time first.

Submit an enquiry first. Stone & Vale will confirm availability, lead time, delivery and the complete price before sending an approved payment request.

Following confirmation of your order, Stone & Vale may issue a Xero invoice with bank transfer details. After the piece and Australian delivery total is confirmed, an approved order may be paid by secure Stripe card link or bank transfer. See Payment Options.

Selected orders may require confirmation because of value, availability, documentation, delivery arrangements or product-specific details.

Stone & Vale reviews the enquiry and confirms the piece, delivery, total price and any required verification. An approved order may then proceed by secure Stripe card link or bank transfer.

High-value products use an enquiry-first process rather than direct online checkout.

Direct card checkout is not available on product pages. After the piece and delivery total is confirmed, eligible approved orders may be paid through a secure Stripe card link. Bank transfer is also available.

Stone & Vale provides service and delivery within Australia only. International shipping is not currently available.

Delivery, collection, insurance arrangements, signature requirements and timing are confirmed before dispatch where delivery is available.

Tracking details should be confirmed as part of the delivery arrangement for the individual order.

Signature requirements are confirmed before dispatch.

Fixed dispatch or delivery timeframes are not published. Timing is confirmed before purchase or dispatch.

Stone & Vale will contact you if confirmed fulfilment details need to change.

Selected high-value pieces may require additional confirmation before fulfilment. Specific handling is confirmed in writing.

Stone & Vale does not generally accept change-of-mind returns. If a written quotation or invoice expressly offers one for a product, the period and conditions stated there apply. Australian Consumer Law rights are not limited by a voluntary return period.

Only where Stone & Vale expressly agrees in writing for the particular product. The item must meet the stated conditions. Your rights for goods that fail an Australian Consumer Law guarantee continue to apply.

Change-of-mind returns are not offered for earrings for hygiene reasons unless expressly agreed in writing before purchase. This does not exclude Australian Consumer Law remedies for a product that fails a consumer guarantee.

Change-of-mind returns are not offered for custom, made-to-order, engraved, altered or resized pieces unless expressly agreed in writing before purchase. Australian Consumer Law rights continue to apply.

Change-of-mind returns are not offered for high-value stones unless expressly agreed in writing before purchase. Australian Consumer Law rights continue to apply.

Contact Stone & Vale promptly with order details and photographs where useful. This FAQ does not limit rights under Australian Consumer Law.

Where a refund is required by law or accepted under an expressly agreed return arrangement, Stone & Vale will confirm the process and return funds using an appropriate payment method within a reasonable time.

Email enquiries@stoneandvale.com.au before returning an item so secure return instructions can be provided.

No. The change-of-mind policy is in addition to your rights under the Australian Consumer Law. Those rights are not excluded, restricted or modified.

The 4Cs are cut, colour, clarity and carat weight. Read Understanding the 4Cs of a Diamond.

A grading report records assessed characteristics for a particular diamond. Read How to Read a Diamond Grading Report.

No. A grading report is not a retail, insurance or resale valuation.

Treatment means a process has been applied to affect a gemstone’s appearance or durability. Treatment expectations vary by gem type.

No. Inclusions may be expected in many natural coloured gemstones and do not automatically make a stone undesirable.

Yes. Ask what details, reports, treatment notes or care advice are available for the specific piece.

Use the report number through the official GIA Report Check service where available.

Store pieces separately in a dry, lined jewellery box or pouch to reduce scratching and tangling.

No. Cleaning depends on the gemstone, treatment, setting and age of the piece. Read Caring for Fine Jewellery.

It is best to remove fine jewellery before swimming, exercising, physical work or exposure to chlorine and harsh chemicals.

Pieces worn often should have claws, settings, clasps and fittings checked periodically.

Stop wearing the piece until it can be inspected.