Jewellery FAQs
What is your brand story?
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 sensuality. Read more about us here
How is gold vermeil better quality than gold plated jewellery?
For a piece of jewellery to be qualified as Gold Vermeil, the gold layer must be above 2.5 microns, creating a finish that is five times thicker than average gold plating, and far more durable.
Also, gold plated jewellery tends to have a cheaper base metal like brass, whereas the metal for gold vermeil is always sterling or pure silver.
Is gold vermeil water proof?
While water doesn't have an immediate effect on 18k gold vermeil, it is not suitable for prolonged water exposure.
If your jewellery is tarnished, we are able to offer a replating service to restore your jewellery to its perfect condition. If you need this service, get in touch with us here.
Does my jewellery come with a warranty?
Yes! We will gladly repair or replace the product if it is confirmed by one of our team as faulty within the first 6 months of purchase. To notify us of a faulty product, please contact us with the following information below:
- Your order number or proof of purchase details
- Your full name
- 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. Poème jewellery is delicate and should be handled carefully as explained on our Jewellery Care page. Once our team have reviewed your warranty claim they will provide the next steps from there.
How is your jewellery sustainably produced?
Nothing comes above the wellbeing of the people we work with. We produce our jewellery with a family-run jewellery atelier in China, which is certified by 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.
Do you offer jewellery repairs?
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.
How do I find my ring size?
Refer to this page.
Shipping FAQs
How long will it take to receive my order?
Orders are typically dispatched within 24hrs (excluding weekends and public holidays), and delivered within two business days for addresses in NSW, or three business days for other states in Australia. International orders will be shipped using DHL International Express and will be delivered in 7-14 business days.
How do I track my order?
Once your order has been dispatched, you will receive a shipment confirmation outlining your order details, delivery details and your consignment number which you can use to track your order.
Do I need to sign for my order?
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.
Can I purchase online internationally?
Yes, we ship internationally using DHL International Express. We charge $29 AUD flat rate for shipping international orders and will be delivered in 7-14 business days.
Which countries do you ship to?
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.
Do you cover duties & taxes on international orders?
Please note that the customer is responsible for all import duties, customs and local sales taxes levied by the country they are shipping to. Charges differ in each country depending on the regulations.
What happens if I do not claim my parcel sent via International DHL Express?
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.
Returns
Change of mind returns
We offer store credits for change-of-mind returns. 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.
Change-of-Mind Returns Shipping from Australia is covered by a flat fee of $15.This fee is deducted from the total returned value.
If you are returning from an alternate country, the shipping service and cost are to be completed via your local postal service. Please note, that any duties paid are based on your local government requirements and are not eligible for store credit.
Faulty item returns
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.
Do you cover the shipping cost of returns?
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.
How do I make a return?
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
How long is the return window?
Within 10 days of receipt.
General Questions
How do I receive my 10% welcome discount?
Once you’ve signed up to receive our newsletter, your discount code will be emailed to you. It may have gone to your junk folder, so please check there too. If you have any issues, please email our Clients Team: customerservice@poeme.co