Once you have decided upon the design, it takes us 4-6 weeks to create your dream ring.

Instead of using generic/standardised settings, each Poème ring setting is individually created to match seamlessly with the specific diamond we have sourced for you.

Each diamond is unique, and has slightly different dimensions, which is why we will adjust our 3D CAD model to make sure the setting perfectly matches the diamond's dimensions. This detailed craftsmanship ensures an impeccable fit, with refined claws that securely hold your gemstone in place—significantly reducing the chance of it ever coming loose.

Yes. We source GIA-certified natural diamonds and IGI-certified lab-grown diamonds for our clients. Contact us for more information if you'd like to create a natural diamond ring with Poème.

We provide IGI certificates for lab grown diamonds over 1ct, and a GIA certificates for natural diamonds over 0.5ct.

Lab-grown sapphires are chemically and physically identical (𝐴𝑙2𝑂3) to natural sapphires, boasting the same hardness (9 on the Mohs scale).The key differences lie in their origin (laboratory vs. earth), and inclusions (lab sapphires are usually cleaner, lacking natural inclusions and fissures, which makes them more durable than natural sapphires).

Yes. You can either pay in full (upfront), or pay in two instalments. For the latter, You may pay a 60% nonrefundable deposit to begin a project and pay the remaining balance before picking up your piece. If you do not pay the balance, the deposit is forfeited and the ring is too.

If you'd like us to develop a completely new bespoke piece for you, before we know the exact shape and dimensions of the ring, we can only provide an estimate quote range. We will be able to provide an accurate quote when we have built the CAD model. Therefore, we will charge a nonrefundable 800 AUD design deposit to start the design process and build the CAD. (This is not an extra fee and is included in the final amount.) Once the CAD details are approved by the client, we will provide an accurate quote. For the remaining amount, you can either pay in full, or pay in two instalments, as described in the previous paragraph.

Yes, absolutely! The bespoke process is the same for local and international clients. The only difference is, instead of communicating in person, our designer Isabella will communicate with you via email and Zoom. She will take note of your preferences, guide you with her expertise, and make you feel included in the design process of your own ring. She will show you the 3D CAD model, and make adjustments to it until you're 100% happy with the design.

When the ring is completed in our atelier, we will ship it to you using DHL International Express. Your jewellery will be delivered in 3-14 days depending on which country you live in.

We offer international shipping to Canada, the United States, Denmark, France, Germany, Finland, Hong Kong, Ireland, Italy, Japan, China, New Zealand, Netherlands, Norway, Singapore, Spain, Sweden, Switzerland, United Kingdom. If you are from a country that is not listed here, please leave a message here . We will double check and get back to you as soon as possible.

The customer is responsible for the shipping cost. If you would like to know how much the shipping would cost prior to purchasing, please email us. We will calculate the shipping cost as well as import duty for you.

isabellazhang@poeme.co

Please note that the customer is responsible for all import duties, customs and local sales taxes levied by the country they are shipping to.

If you would like us to check for you how much import duty you will need to pay, please email us and let us know your address, and which Poème creation you're interested in purchasing. We will calculate the shipping cost as well as import duty for you.

isabellazhang@poeme.co

In the event where a parcel is unclaimed or refused by the receiver, DHL will attempt re-delivery. If the re-delivery is refused or parcel is unclaimed, the parcel will be destroyed and abandoned by authorities in the receiver's country.

 

Consequently, there will be no refunds for parcels that are unclaimed or refused. Alternatively, if our team are able to return your parcel back, any return costs will be the responsibility of the customer and deducted from the refund total.

Yes, the customer is responsible for the shipping cost.

Orders are typically delivered within 3 business days to addresses in Australia.

International orders will be shipped using DHL International Express and will be delivered in 2-14 days depending on the destination country.

Once your order has been dispatched, you will receive a shipment confirmation outlining your order details, delivery details and your tracking number.

Yes, due to the high value of our orders, our delivery services require signature upon delivery. If you are unavailable during delivery you will need to organise re-delivery directly with the courier.

Yes! Each piece of jewellery is guaranteed for 12 months. We will repair or replace at our discretion any Poème product deemed to be defective due to workmanship or material. To notify us of a faulty product, please contact us with the following information below:

1. Your order number or proof of purchase details
2. Your full name
3. A clear photograph of the fault and a brief description of the issue

Please note that wear and tear during normal use is not considered a fault.

Once our team have reviewed your warranty claim they will provide the next steps from there.

Nothing comes above the wellbeing of the people we work with. The atelier we work with is a certified member of the Responsible Jewellery Council (RJC). RJC is the global standards authority for responsible jewellery throughout the entire supply chain. We adhere to RJC’s standards covering responsible sourcing, labour rights, workplace health and safety, and management of wastes and emissions.

Isabella communicates with the atelier and visits to see with her own eyes that our team members are working in healthy and safe environments and being taken care of with full respect. 

In the case that your Poème piece requires a repair outside of the warranty period it can be repaired by our local jewellery partner. 

Repair costs are the sole responsibility of the customer (unless in the case of a warranty cover) and must be paid prior to the repair being sent out for service.

How do I request a repair?

• Email us a clear photo of your jewellery along with a description of your servicing request.
• We will be pleased to individually assess your request, advise you on the appropriate service and provide you with a more detailed estimate. Estimates for most repair or maintenance requests are emailed within 5 working days of receiving your jewel. Most services are completed within 1 to 2 weeks once the estimate is approved.

Refer to this page.

After studying jewellery design at University of the Arts London, Isabella Zhang came home to Sydney and established Poème. We are an independent Australian fine jewellery brand that imbues our creations with Romanticism and visual poetry. Read more about us here

For our Australian customers, we offer store credits for change-of-mind returns for all products excluding engagement rings, made-to-order pieces and earrings. You can return your jewellery within 10 days of receiving your purchase. You will need to fill out the form on this page and let us know the reason, so that we can improve in the future.

The shipping cost of Change-of-Mind Returns will be the responsibility of the customer.

We work hard to ensure every piece of Poème jewellery arrives to you in perfect condition. However, in the unlikely case of an item being delivered as faulty, we request that we are notified within 10 days of delivery and we will be happy to provide you with a full refund.

We will cover the shipping cost for faulty item returns. However, we are unable to cover the cost of change-of-mind returns, customers are required to arrange and pay for postage. We recommend opting for parcel insurance as Poème is not held liable for items damaged or lost in transit.

Submit a request using the form at the bottom of this page. You will hear back from us within three business days.

Once you have received approval from us, you may lodge your item at your local Post Office. Your item must be accompanied by the purchase receipt and original packaging. We recommend opting for parcel insurance as Poème is not held liable for items damaged or lost in transit.

You will receive an email notification when we have received your return parcel. It will then undergo quality assessment and if approved, your refund will be processed within 5-10 business days.

For more information, please contact our customer service team via email: customerservice@poeme.co

Within 10 days of receipt.