Frequently Asked Questions

All our products are handmade ethically in Australia

Our Handmade Jewellery

What is your jewellery made from?

We handmake all our jewellery in Sterling Silver. Our Rose Gold range is handmade in sterling silver, then plated in 14k Italian Rose Gold and our Stacking Rings are made from Argentium Silver. Our silver is sourced from ethical and industry leading providers for grade and quality.

Where is your jewellery made?

Right here in our studio in central Sydney, Australia. We have a small boutique space where we melt, bend, shape, solder, hammer, polish and build our amazing designs from scratch.

I don’t know my ring size, what can I do?

Use our handy ring sizing guide to get the perfect size.

What comes with my order?

All our jewellery orders are posted out with a silver polishing cloth, a care card in a small branded bag. Studs and delicate items are posted in a small pottle, other pieces are wrapped carefully in acid free tissue paper. For gift tins and gift wrapping, please select “Express Shipping with gift wrapping” at check out, or get in touch to discuss.

Gift Options

Do you have any gift wrapping options?

Yes, just select the “Express Shipping with Gift Wrapping” option at checkout. To discuss any specific gift wrapping requests or custom orders, please email us or contact us prior to ordering.

Do you have gift vouchers?

Not yet.. but they are COMING soon! Please contact us in the meantime and we can create you a customised one.

I want to surprise someone with a gift, can you help me pick something?

Of course! We love helping make someones day with a surprise, just contact us and we can discuss the details and help you pick the perfect gift.

Can I add a personal message with a gift?

Definitely! Just pop a note on your order when you check out and we’ll handwrite a lovely little card for you and pop it into the order.

Customised Jewellery

Can you customise jewellery?

Yes, we can design, amend and change jewellery to suit you. Just contact us to chat about what is possible.

Can you make a necklace and bracelet shorter or longer?

Yes, of course we can! As we handmake everything we know sometimes you want it to be just perfect. Just email or contact us so we can chat and make something just perfect for you.

Do you make custom designs or commissions?

Yes, we love working on custom designs and have made some super special one-off pieces for a number of customers. Please get in touch so we can design your piece together.

Aftercare and Support

Help my jewellery doesn't fit!

These things happen from time to time, especially when you purchase online. Don’t panic, we are here to help. Please contact us and we can sort it out for you.

Do you offer free re-sizing?

If your ring from Ayana doesn’t quite fit right, just contact us, then post it back and we will resize it and get it right for you. For other resizing needs, please get in touch with us to discuss.

How do I take care of my jewellery?

We have created a handy Jewellery Care Guide to help you keep your jewellery sparkly for longer.

Can you clean my jewellery?

Of course we can – for a set fee of $15 (AUD) we will clean your jewellery and make it sparkle again for you and post it back in an express bag with a free polishing cloth. Just contact us, then post your jewels to us and we’ll take it from there.

How do I get my jewellery repaired?

Please contact us to discuss the repair needed before sending the jewellery back to us for Ayana Customers. If your product is not from us, in most cases we might not be able to help you but feel free to give us a shout to see if we can help.

Orders and Payments

What payment methods do you accept?

We accept all major credit cards:

  • Mastercard
  • Visa
  • American Express
  • Dinners Club
  • Discover
  • JCB

Alongside our credit card options, depending on which country you are located we also accept PayPal and AfterPay.

Do you offer lay-buy?

Sorry we don’t offer lay-buy, but we do accept Afterpay (in Australia) – yay!!

Do you only sell online?

As well as our online store, we also sell our pieces through certain retailers and at markets around Australia. To find your nearest stockist or market, please see the following pages Markets and Stockists.

As we are not able to access our stockists individual inventory systems, we are unable to confirm whether a stockist has a particular piece available. In this case you would need to contact the stockist directly.

How can I change or cancel my order once placed?

Please email us immediately if you would like to change or cancel your order. This can only be done prior to the order being shipped and only in some cases, please check our Terms and Conditions as well as our Returns and Refunds policies for more information.

Shipping and Delivery

How long dose delivery take?

Once your order has been dispatched from our studio, delivery times vary depending on location and shipping option selected. You can find out more on our Shipping Information page.

Do you offer free shipping?

Yes, we offer free standard shipping within Australia only. At times we also run free shipping promotions, so keep an eye out on our Social Media.

Can I track my delivery?

For Australian orders: Yes, if you select “Express Post” at checkout you will be sent a tracking number and can track this on the Australia Post website.

For international orders: Always, your email will be added to our selected shipping provider and your order where you can track your delivery as well as get updated delivery information.

Can I pick-up my order in person?

In some circumstances we do allow pick ups within Sydney or when we are attending Markets, please contact us to discuss prior to ordering.

I have not received my order

Please contact us so we can look into this for you. If you selected Express or International Shipping please check your tracking information prior to contacting us.