Customer care

FAQ topics

About Natalie Barney Jewellery Design

How is Natalie Barney Jewellery Design different to other jewellers?

For us jewellery is not only a beautiful form of art but it is also a spiritual experience. Jewellery tends to be given to oneself or others as a form of celebration and as such we as designers and jewellers get involved for a short while in your life. We therefore take the time to understand you and how a particular piece will be given, worn and what it will represent. Beyond the what there is always a why and we are here to help also with the how.

What services do you offer?

  • Online jewellery shopping.
  • Made-to-order jewellery.
  • Bespoke jewellery design, including custom engagements rings.
  • Free ring resizing with the purchase of a stock ring.
  • Jewellery maintenance, repairs and resizing.
  • Jewellery redesign, remodelling and customisations.

Jewellery viewings

Where can I view pieces in person?

We are based in the Lower North Shore area of Sydney, Australia and our pieces can be viewed in person by appointment. Alternatively we can send you additional photos, videos or arrange a WhatsApp, Zoom video call.

Can you send me additional images or videos of the pieces?

Although we always aim to showcase our jewellery in its true form, we are happy to send extra images or videos of any of our pieces. Whether you want to see the piece being worn or want to get an idea of scale or even better judge the colour, we understand that ordering a piece online might be nerve wracking and we are here to make this process as smooth and easy for you as possible.

Bespoke designs, customisations, made-to-order and remodelling

Can you copy I design that I’ve seen?

Just as much as we wouldn’t like our copyrighted designs to be copied by other jewellers, then we don’t copy other people’s designs. A design is always best made by whoever came up with it originally.

How long does it take to get a made-to-order piece or custom order made?

This depends on the complexity of the piece and whether it is a straight remake of a piece on the website or a brand new design. But as a general rule, please allow 3 to 4 weeks for a straight remake or 4 to 5 weeks for a brand new design (as stones will need to be sourced and approved). We will inform you on order of the estimated delivery time and notify you of any delay during production.

I’ve seen a piece that I love, but I’d prefer another gemstone. Can you change it?

We love to personalise our jewellery and to make it as unique as you are. We source our own gemstones and if we cannot find one that suits your requirements in terms of size, colour and shape, we can also get your perfect gemstone cut to order.


How do I choose the right gemstone?

There is a perfect gemstone for every single person. It is first and foremost a matter of personal taste. Don’t let friends, family, partners or even jewellery professionals sway you from what you love. Coloured gemstones in particular are very subjective as we all see, experience and feel colours differently depending on what emotional, spiritual and physical connotations we associate with specific colours and colour hues. Don’t be also influenced by what the market has deemed to be the desirable colour or colour shade for specific gemstones, like cornflower blue for Ceylon Blue Sapphires, Pigeon Red for Rubies… A colour has to make your heart flutter, bring joy, peace and happiness. Some gems are particularly rare and as such will fetch a higher price so we also try to find you the right gemstone for your budget and specifications. Lastly gemstones will be selected depending on their use and alternatives offered which might be more suitable. Some gems will be too soft to be set in a ring but perfect for earrings and pendants.

Can you help me choose a gemstone?

Absolutely! That is what we love to do! We can make recommendations depending on your budget, how the piece will be worn, the type of impact you are looking to make, your personality traits. We love to dig deep and make sure that this gemstone will tick all the boxes.

Are your gemstones treated?

Our gemstones are sourced from local, ethical sources and all attempts are made to ensure that only the industry accepted gem treatments have been applied. For example, the majority of the Ceylon Blue Sapphires on the market have been colour enhanced. Some gemstones on the other hand will rarely be treated. Existing treatments aim to correct what is perceived to be faults in a gem particularly relating to colour and clarity.

Choosing a gift

I want to buy a ring as a gift but I don’t know what size to buy. What should I do?

We resize free of charge so if you don’t know the finger size of the person you are buying the ring for, we can always resize it once you find out the right size. Alternatively we recommend ‘borrowing’ an existing ring and measuring its size on your hand (if you are a man and you are giving a ring to a lady, putting the ring on your pinky is a good trick and seeing how far it will go on your finger). If you are able to see us in person, we can measure the size of your pinky or alternatively if you are ordering online, try and find a local jeweller to get yourself sized. You can also measure the diameter of an existing ring and with this information, we will be able to work out the relevant size.

Jewellery maintenance and care

How should I take care of my jewellery?

We recommend a regular checkup visit (ideally every year) when we will check settings and give your piece a free polish and clean. Between visits, not wearing your pieces at home (avoiding soap, shampoo, food, bumps)  will help to preserve the cleanliness and beauty of your piece and avoid any possible damage to stones and settings. Removing your rings when doing heavy manual work (going to the gym, gardening …) is also recommended. Storing your jewellery in a safe place where it won’t rub against other pieces will avoid scratch marks whilst using a soft toothbrush, lukewarm water and a mild detergent will help stones keep clean and sparkling. We also offer complimentary cleaning.

Purchases and returns

What payment methods do you accept?

  • Bank transfers in AUD
  • Money transfers using Wise in USD, CAD, GBP, SGP, NZD and EUR currencies
  • Visa, Mastercard and American Express
  • PayPal
  • AfterPay (for eligible purchases)

Do you offer a refund if I change my mind?

Items purchased from Natalie Barney Jewellery Design may be returned for a full refund or exchange within 14 days of the delivery date.

All items must be returned in original, unworn condition and include the original sales invoice and packaging. Any products showing signs of use and wear and tear will not be accepted.

Currency and exchange rates

All prices are listed in Australian dollars (AUD). For customers outside of Australia, foreign exchange rates are determined by the payment facility (credit card provider, AfterPay, PayPal, Wise, bank transfer) and not Natalie Barney Jewellery Design.

Shipping, customs and duties

Will I have to pay customs and duties on top of my purchase?

If you are ordering from outside Australia, the price featured on our website does not include our local sales tax called the GST. This means that you will be liable to pay local custom/import duties as well as your local sales tax when receiving your purchase. We recommend you find out what these might be.

What should I do if a piece is damaged in transit?

Please contact us as soon as possible with both photos and videos of the damage. All our pieces are insured during transit for loss and damage. If the damage can be definitely attributed to the transit, we will arrange for a free return and will either repair the piece or replace it depending on the kind and severity of the damage.