Frequently Asked Questions

Robert Cliff Master Jewellers is dedicated to crafting meaningful moments through beautiful jewellery. We help celebrate life’s most important occasions through exceptional craftsmanship, timeless design, and genuinely personal service.

We believe jewellery is more than something you wear. It is a symbol of love, milestones, and memories designed to last a lifetime.

We have redefined the engagement ring experience by turning it into a guided, collaborative journey. Designing a ring is a shared experience between you and our Master Jewellers, supported with clarity and confidence from start to finish.

You are placed at the heart of the process. With expert guidance and innovative design tools, uncertainty is replaced with confidence as your vision is brought to life.

We offer both ready-to-wear designs and bespoke creations. Whether you choose an existing style or work with us to design something completely personal, every piece is crafted with care, intention, and exceptional craftsmanship.

With over 38 years of experience, we are a trusted, family-run jeweller known for craftsmanship, integrity, and personalised service. Our fully in-house workshop and complimentary design service ensure no obligation until you genuinely love the design.

- One-on-one service with a dedicated Master Jeweller

- Ethically sourced gemstones and precious metals

- Access to over 1,000,000 GIA-graded diamonds

- Wholesale diamonds and gemstones for exceptional value

- Custom design, repairs, and independent valuations completed in-house

Choosing Robert Cliff Master Jewellers means investing in quality, expertise, and a truly personal experience — whether for an engagement ring, custom design, or meaningful gift.

All jewellery is covered by a two-year manufacturer warranty, providing confidence in the quality and integrity of our craftsmanship.

The warranty covers manufacturing faults related to craftsmanship and setting integrity when worn under normal conditions and cared for correctly.

Yes. Every piece includes lifetime complimentary care, including professional ultrasonic cleaning and stone and setting checks.

- Normal wear and tear

- Accidental damage or impact

- Loss of stones due to wear

- Repairs or alterations completed by another jeweller

We can only guarantee workmanship completed in our fully in-house workshop. Any work completed elsewhere voids the warranty.

All jewellery is hand-finished in our Castle Hill workshop, so production time may vary. Around 90% of jewellery is dispatched the next business day. Engagement Ring Builder designs take approximately three weeks. Ready-to-wear jewellery is dispatched within 2–3 business days, and ready-to-wear engagement rings within 3–5 business days.

All orders over $300 are shipped via secure courier for your peace of mind.

Australia Post deliveries are taken to your nearest post office for collection with valid ID. Courier deliveries are redirected to the nearest depot with instructions provided for collection.

Yes. Orders dispatched via Australia Post can be delivered to PO Boxes.

Yes. Once notified that your order is ready, you may collect from our Castle Hill or Dural showrooms. Engagement ring and wedding band collections should be arranged in advance for a personalised handover.

Yes. We ship worldwide. Additional shipping charges may apply for destinations outside Australia.

For international orders, import duties, customs fees, and local taxes are the responsibility of the recipient. As items are custom-made, returns due to unpaid import charges are not accepted and a restocking fee may apply.

Yes. All shipped orders are fully insured and tracked for your peace of mind.

Eligible items may be returned within 30 days of delivery, unless otherwise advised prior to purchase. Items must be unworn, unaltered, and returned with original packaging and documentation.

- Custom-made jewellery, including custom design and Build-Your-Own rings

- Engraved items

- Resized items

Engraving, resizing, or custom design permanently alters a piece, making it unsuitable for resale and therefore ineligible for return.

If your item has a manufacturing fault, please contact us as soon as possible. Our team will carefully assess the piece and advise on the most appropriate solution, whether that be repair, replacement, or another suitable outcome.

Please contact our team before returning any item so we can guide you through the correct process.

Approved refunds are processed within seven business days to the original payment method after inspection.

Customers are responsible for the cost of return shipping unless the item is faulty.

Layby allows you to secure your jewellery now and pay over three months. A 30% deposit is required, followed by automatic weekly payments.

Payments are processed automatically. Additional payments can be made at any time via bank transfer, cash in-store, or EFTPOS.

Yes. You may pay off your Layby balance early or make additional payments at any time.

Layby orders can be cancelled; however, the initial deposit is non-refundable. Orders that have been resized or engraved cannot be cancelled.

Yes. Complimentary engraving is available on purchases over $350, subject to suitability of the design.

Most rings and selected jewellery styles can be engraved, depending on the design and available space. Our jewellers can advise before purchase.

No. Once engraved, a piece is considered altered and is not eligible for refund or exchange.

The process begins with a one-on-one consultation with a Master Jeweller. Your design is created using advanced 3D CAD technology, refined with you, and then handcrafted once approved.

You can browse our website for inspiration or submit an enquiry. You’ll be paired with a personal Master Jeweller who will guide you through the process by email, phone, video call, or in-store.

Most custom-made jewellery takes 4–5 weeks to complete. Your jeweller will confirm timing once the design is finalised.

Yes. Depending on the design, we can show a similar style in-store, provide high-definition images or videos, or create a 3D wax model for engagement, wedding, and diamond rings.

Yes. We provide access to over one million diamonds, many with high-definition images and videos. Personalised videos or in-store viewings can also be arranged where possible.

Yes. Customer-supplied stones can be used subject to assessment. Uncertified stones must be viewed in person, and damaged stones cannot be used. Certification and valuations can be arranged if required.

One complimentary ring resize is included for Australian customers when requested within 90 days of receiving or collecting the ring. Additional resizes, or requests outside the 90-day period, incur a $200 fee. Resizes of more than four sizes may incur additional costs due to complexity.

Exact sizing isn’t always required initially, especially for surprise proposals. Our Ring Size Guide and jewellers can help you find a close estimate before ordering.

When completed correctly, resizing does not weaken the ring. Most rings can be resized up or down by up to four sizes, depending on the design and setting.

Yes. Borrowing a ring they already wear or asking a close friend or family member are common discreet methods.

Wrap paper or string around your finger, mark where it meets, and measure the length with a ruler. Refer to our Ring Size Guide for step-by-step instructions.

No. Once a ring has been resized, it is considered altered and is not eligible for a refund or exchange.

Yes. Half sizes are available.

All jewellery is crafted in our fully in-house workshop, one of the largest in Sydney. Your jewellery is never sent elsewhere, allowing us to maintain complete control over craftsmanship, quality, and care.

Our workshop is the heart of everything we do, backed by over 60 years of combined Master Jeweller experience. We combine advanced technology with traditional bench skills to create, customise, restore, and service jewellery to the highest standards.

Yes. All custom design and jewellery work is handled entirely in-house, ensuring precision, accountability, and a seamless design experience tailored to your personal style.

No. Every piece is individually crafted and never mass-produced, allowing for greater attention to detail and more design flexibility than standard jewellery collections.

Having our own workshop allows us to closely monitor every stage of production. Each piece undergoes strict quality checks and is independently reviewed by several Master Jewellers before leaving our workshop.

Yes. Without relying on external manufacturers, we can complete custom designs and repairs more efficiently while maintaining the highest standards of quality and craftsmanship.

Yes. We offer professional jewellery valuations by appointment only, with availability limited. Appointments are held at our Dural and Castle Hill showrooms on Thursdays.

All valuations are completed by Robert Cliff, our registered jewellery valuer and a member of the National Council of Jewellery Valuers (ACJV).

- Your item is required for the full day to allow for a thorough assessment

- A $30 booking deposit is required and is deducted from the final valuation fee

- Jewellery items: $200 per item

- Watches: $300 per item (may need to be opened to verify authenticity and movement)

- Opal jewellery may take up to one week due to specialist consultation

Valuations can be completed for insurance, estate, or replacement purposes, and our team will guide you through the process.

Yes. As a Q-Report Certified Jeweller, we offer specialist jewellery insurance designed specifically for fine jewellery.

Q Report provides worldwide cover against loss, theft, or accidental damage, giving you peace of mind from the moment you leave our showroom.

- 12 months of worldwide cover

- Immediate cover from the moment you leave our showroom

- Agreed value insurance, with cover of up to 125%*

- The option to return to Robert Cliff Master Jewellers

- Annual revaluation at no additional cost

Q Report policies are backed by Chubb Insurance Australia Limited, a world-leading insurer.

Your Q Report is supplied as a personalised, beautifully bound document detailing your jewellery and insurance cover with clarity and care.

Conditions apply. Worldwide cover for 12 months is available to policyholders departing Australia and is not available on Q Report Pocket policies.

We accept Visa, Mastercard, American Express, PayPal, and Afterpay for online purchases.

Yes. For engagement rings purchased online, full payment is required at the time of purchase.

Yes. Layby is available on all items, allowing you to secure your order with a 30% deposit and pay the remaining balance upon completion of the item.

To discuss Layby or payment options in more detail, please contact one of our jewellers — we’re always happy to assist.

Yes. Robert Cliff Master Jewellers gift cards are available to purchase online or in our showrooms.

Gift cards are available in both digital and physical formats.

Yes. Complimentary gift wrapping is available for physical gift cards, making them a thoughtful alternative to a jewellery piece.

Every Robert Cliff Master Jewellers piece is presented in beautiful, protective jewellery packaging to keep your item safe and secure. All shipping packages are unbranded for added privacy and peace of mind.

Yes. Complimentary gift wrapping is available upon request for eligible items. Simply let us know at checkout if you’d like your piece gift wrapped.