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Frequently Asked Questions

Frequently asked questions

We are the experts in Custom Design Fine Jewellery that handcrafts each item from conception through design to creation. Our specialised team of award-winning Master Jewellers and Artisans provide the best service and quality.
We thrive on working on intricate requests and sourcing rare stones for highly discerning clients, from young couples in love to royal families, celebrities and corporate clients such as British Airways and the Williams F1 Team. Read more here

We are open to the public

Monday - Thursday 8:30am - 4:00pm

Friday 8:30am - 3:30pm

Saturday by Appointment

Phone: +64 9 366 7162

email : contact@meaden.co

Meaden Master Jewellers recommends 6-monthly inspections of your items.

Regular inspection with your Jeweller for potential problems such as worn prongs, loose stones or a thinning band, giving you peace of mind knowing that your jewellery maintains its longevity.

Use water, soap and cloth.

Have your jewellery cleaned between inspections. If your jewellery is dirty, precious metals like silver, gold and platinum, can be cleaned using a little soap and water with a soft toothbrush, then polished off with a soft cloth to bring back its shine.

Jewellery storage.

Ensure that your pieces of jewellery are adequately stored, and increase their life , reducing the need to clean your jewellery often.  Another important consideration is that your Jewellery boxes are large enough for your jewels to not rub against each other, as this will also help elongate the life of your valuable pieces.

Diamond care.

Diamonds are considered to be the hardest material on earth. However, they are not indestructible. Care should be taken while wearing your precious diamond as they can crack or chip if hit in a particular manner. Depending on Diamonds’ shape and quality are more prone to such damage. In the event of a Diamond being chipped, it can be re-cut to a smaller size. In some instances, a skilled jeweller and diamond setter can re-set the stone so that the chip is covered by one of the prongs. Book your appointment with the gemsetter

Pearl care.

Store your pearls in a Jewellery box when not being worn, avoid hanging. It is crucial that pearls are cleaned with a soft dry cloth and NOT soap and water, as water can damage the integrity of silk thread. It is also essential to have any pearl jewellery restrung regularly.

Avoid wearing Jewellery while at swimming pools.

Chemicals and hot spring water can cause severe damage to metal jewellery. We would suggest that you remove all jewellery while swimming. Otherwise swimming in natural thermal springs or swimming pools will discolour metal and cause it to deteriorate. If your jewellery got damaged that way, consult with your jeweller to see if it can be restored to its original condition.

Have you got any questions regarding jewellery repair or restoration? Please contact us, and we’ll be happy to help.

We offer complimentary resizing within New Zealand within 60 days of purchase, with the exception of Eternity rings which cannot be resized due to their design limitations.

Resizing of all engraved rings will attract a fee of NZD$50.00

For customers outside of New Zealand, Australia, US, Canada, and the UK, we do not offer free resizing as it may incur additional duties & taxes on returns.

How to buy the right size here

INTERNATIONAL WORRY- FREE SHIPPING
We ship all international orders via DHL, all shipments are carbon offset through the DHL GoGreen Climate Neutral shipping service. Target time is 3-7 days once your order has been processed. You will be notified via email with a tracking number once your order has been dispatched.

If you have any queries regarding your shipment please contact contact@meaden.co

 

DELIVERY
You will be required to sign for all deliveries made by registered mail and couriers.

Meaden Master Jewellers is not responsible for delays caused by adverse weather conditions or the customs clearance process.

In the case that our carrier is unable to deliver a package due to an incorrect address entered by you, your refusal to pay duties, multiple failed attempts to reach you at the point of delivery or otherwise, Meaden Master Jewellers is not responsible for payment of return shipping costs or costs to resend the package. You are responsible for all shipping costs associated with returned packages due to failed delivery.

For purchases outside of New Zealand, Meaden Master Jewellers is not responsible for taxes, customs charges, duties, and restrictions that vary from country to country and the importation of certain products.

If your package is lost or stolen we will do everything we can to assist you. However, we are no longer responsible for packages once they are in transit.

 

RETURNS POLICY
We offer 60 return policy on our items from the Ready to Wear collection, any made to order, customise items are not exchangeable or refundable. However if manufacturing fault is present, upon our inspection we will refund the item.

REPAIRS
We will repair any manufacturing fault at no cost within 6 months of the purchase date. Proof of purchase is required.

Manufacturing faults do not include:

Chipped, cracked or broken pearls or stones.Broken chains.General wear and tear including rings that have bent out of shape or oxidised.Plating that has worn off.

If you would like any of the above repairs made, we can assess the damage and will let you know the cost before proceeding. Any item that was purchased outside of the 6 month warranty period will be charged for repair/replacement. 

FREE SHIPPING WITHIN NEW ZEALAND

Your order will be dispatched by our courier services using the fastest delivery method available. Target time is 2-3 days once your order has been processed. You will be notified via email with a tracking number once your order has been dispatched. If you have any queries regarding your shipment please contact contact@meaden.co

 

SAME-DAY SHIPPING WITHIN AUCKLAND
We offer express same day shipping within the Auckland region via Urgent Couriers. Please note, this service is only available Monday – Friday, between 9 am – 5 pm. 

 

DELIVERY
You will be required to sign for all deliveries made by registered mail and couriers.

Meaden Master Jewellers is not responsible for delays caused by adverse weather conditions.

In the case that our carrier is unable to deliver a package due to an incorrect address entered by you, your refusal to pay duties, multiple failed attempts to reach you at the point of delivery or otherwise, Meaden Master Jewellers is not responsible for payment of return shipping costs or costs to resend the package. You are responsible for all shipping costs associated with returned packages due to failed delivery.

If your package is lost or stolen we will do everything we can to assist you. However, we are no longer responsible for packages once they are in transit.

 

We have a 60-day return / exchange policy on items from our Ready to Wear collections, which means you have 60 days after receiving your item to request a return.

Exceptions / non-returnable items
Custom Bespoke items / customised items / made to order are not refundable.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@meaden.co. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@meaden.co.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Custom Bespoke items / customised items / made to order

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Save 15% GST on your Fine Jewellery purchases with us when you travel overseas. Nothing says beats a romantic proposal not to mention a saving on the ring! More here

Quality Ethical and Handcrafted

We are teh experts in Fine Jewellery making and the supplier of ethical diamonds & gemstones.

60 Days Exchange and Return

Stress-free exchange and returns within 60 days of purchase excluding made-to-order jewellery

Easy Shipping Solutions

Free domestic shipping and Worldwide shipping solutions available