FAQs

Orders & delivery

How soon will my order be dispatched?

In-stock orders are usually prepared within 1–2 business days. Personalised or made-to-order pieces may need additional preparation time; any longer timing will be shown on the product page or at checkout.

How long does delivery take?

Allow 1–2 business days for preparation before dispatch. Estimated transit after dispatch is 5–10 business days for the United Kingdom, 5–12 for the United States, 7–12 for Australia, 7–14 for Canada, 6–15 for Ireland and the rest of Europe, and 10–15 for New Zealand and the rest of the world. These are guides rather than guarantees, as carrier, customs, weather and busy-period delays can add time. See the Delivery Guide for the latest information.

How much does delivery cost?

We offer free worldwide shipping, with customs duties and taxes covered, as described in our Shipping Policy. We currently do not ship to French Polynesia, Russia or China.

Will I receive tracking?

Yes. We will email your tracking number as soon as your parcel has been dispatched. If you need help locating your tracking details, contact our customer care team.

Can I change or cancel my order?

To request a cancellation or change, email hello@reefandrosesupport.com immediately with your order number. We can cancel an order only while it has not yet been shipped. Once dispatched, we cannot stop or recall the parcel. This does not affect any statutory cancellation or return rights; see our Returns & Refunds policy.

What should I do if tracking has stopped updating or says delivered?

We take responsibility for getting your parcel to you. If there is any delivery issue, contact hello@reefandrosesupport.com immediately with your order number. We will work with the carrier to investigate and arrange the appropriate resolution, including a replacement or refund where required. You do not need to wait 30 days to ask for help.

What if my order arrives damaged, incorrect or incomplete?

Contact us immediately with your order number and helpful photos of the pieces and shipping label. We will investigate and arrange the appropriate resolution. This reporting guidance does not limit your statutory rights.

Returns & refunds

What is your return window?

Our additional change-of-mind policy allows eligible return requests within 30 days of delivery. Statutory cancellation and faulty-goods rights apply separately. See the Returns & Refunds policy for the full conditions.

What condition must a return be in?

For our additional 30-day change-of-mind policy, pieces must be unworn and unused, with tags and original packaging. Missing packaging does not remove statutory cancellation or faulty-goods rights. Read the full policy for the applicable conditions.

How do I start a return?

Email hello@reefandrosesupport.com with your order number and the pieces you wish to return. Change-of-mind returns go to Australia at your expense, including international return postage. We email the return address and instructions. Statutory cancellation does not depend on approval; faulty-goods return costs are handled in line with your rights.

Which items cannot be returned?

Gift cards, mystery products and promotional gifts are excluded from our additional change-of-mind policy where permitted by law. Gift recipients can contact us about store credit; any refund due goes to the original payment method. These conditions do not remove statutory rights. See the full policy.

Can I exchange an item?

We do not offer direct exchanges. Following an eligible return, we can issue store credit for a future purchase instead.

When will I receive my refund?

After an approved return is processed, refunds go to the original payment method. Please allow 2–7 business days for the refund to appear, depending on your payment provider.

Materials & care

What is Reef & Rose jewellery made from?

All Reef & Rose jewellery uses PVD plating. Gold, silver and rose gold tones are identified on each product page. Our jewellery is designed to be waterproof and tarnish free. Product pages identify the specific finish, pearls, shell, stones and other details.

Is your jewellery waterproof and tarnish free?

Our PVD-finished jewellery is designed to be waterproof, tarnish free and suitable for water, sweat and everyday wear. Rinse pieces with fresh water after salt or chlorine exposure and dry them thoroughly to remove residue from chains, clasps and settings.

How should I clean my jewellery?

Rinse gently with fresh water when needed, then pat completely dry with a soft, lint-free cloth. Avoid abrasive brushes, polishing compounds and chemical jewellery dips. Visit our Materials & Care guide for material-specific advice.

Can I wear my jewellery in the ocean, pool or shower?

All Reef & Rose jewellery uses PVD plating. Gold, silver and rose gold tones are identified on each product page. After ocean or pool use, rinse away salt and chlorine with fresh water and dry the piece completely. Protect fine components and stone settings from hard knocks, snagging and heavy contact.

Should I keep jewellery away from perfume and skincare?

Apply perfume, hairspray and skincare first, then allow products to settle before putting on jewellery. Oils, alcohol and active ingredients can leave a film on metal, pearls and stones.

Why do pearls and shell details vary?

Natural pearl and shell details can vary subtly in shape, tone and surface. These individual characteristics are part of their beauty. Keep them away from perfume, harsh chemicals and abrasive surfaces, and store them separately when dry.

How should I care for pearl jewellery?

Wipe pearls gently with a soft, clean cloth after wear. Keep perfume, hairspray and harsh cleaners away, store them separately, and do not use ultrasonic or steam cleaning. See our Materials & Care guide for more advice.

Lifetime Colour Warranty

What does the Lifetime Colour Warranty cover?

All Reef & Rose pieces are eligible for our Lifetime Colour Warranty. If the gold- or silver-tone colour fades or tarnishes unexpectedly, contact our care team with proof of purchase, the product name, a description and clear photographs. Claims are assessed under the warranty terms.

What is not covered by the warranty?

The colour warranty does not cover loss, theft, scratches, dents, snapped chains, stretched links, accidental or third-party damage, missing stones or charms, or normal changes to natural pearls and shells. Altered or third-party-repaired pieces may also be ineligible.

How do I make a warranty claim?

Contact our care team with your order number, the product name, a short explanation and clear photographs showing the full piece and the area of concern. Read the full Lifetime Colour Warranty for assessment and resolution details.

Personalisation, sizing & gifting

What should I check before ordering a personalised piece?

Review every character, spelling choice, finish and product option carefully before checkout. Personal details are prepared from the information submitted with your order, and changes cannot be guaranteed once preparation has started.

Do personalised pieces take longer to prepare?

They may. Any additional preparation time will be shown on the product page or at checkout and applies before the delivery estimate begins.

Can personalised jewellery be returned?

Our Return & Exchange Policy sets out the eligibility conditions: request approval within 30 days of delivery and return the item unused, in its original condition and packaging. Contact customer care before returning a personalised piece.

How do I choose the right size?

Use the measurements and option guidance shown on the individual product page. If you are between sizes or buying a gift, contact customer care with the product name before ordering.

How can I preview a necklace length before ordering?

Use the chain length and extender options shown on the individual product page. Cut a piece of string to the selected chain length and place it around your neck. Allow for the pendant drop and extender position. Where it sits varies with body proportions and neckline; use the product’s Size Guide when available.

Does my order arrive gift-ready?

We use eco-friendly packaging, and every piece comes in its own Reef & Rose gift box, included with your order. Four pieces arrive in four individual gift boxes. Prices are not placed inside the parcel. Explore the Gift Guide for more gifting ideas.