FREQUENTLY ASKED QUESTIONS

Is it safe to order jewelry from Au3 Online shop?

Yes, it is safe to order jewelry from Au3 Goldsmiths Online shop.

We process all customer information as confidential and they are not disclosed to third parties.

When you are placing the order in the Au3 Online shop, it is possible to choose DHL On Demand Delivery. It is insured and safe way to ship jewelry globally. Read more about DHL On Demand Delivery in here.

The shipping is free for all Au3 Online shop jewelry orders over 500 €. The shipping fees for orders under 500 € are listed here.

After you have placed your order and paid your purchase, our skilled goldsmith begins to work on your jewelry. You will be notified when the jewelry piece is ready.

It is also possible to pick up the jewelry from our store at Unioninkatu 27 in Helsinki. Au3 Goldsmiths store is open Mon-Fri 11am-6pm, Sat 11am-4pm.

Ring orders: If the size of the ordered ring does not fit, we are usually able to make ring reductions and enlargements. We offer free resizing of half a size up or down for our online shop customers, as long as you contact us upon receiving the ring. Please ship the ring back for resizing within 30 days of receiving it.

Returns and exchanges: Au3 Goldsmiths accepts returns and exchanges for orders from the Au3 Online shop. Please ship items back to Au3 Goldsmiths within 30 days of delivery, including the completed Exchange and Refund form. We offer free returns on all orders, and a return label is provided with the shipment. Please note that unique jewelry and jewelry with special personalization cannot be returned or exchanged. Special personalization also includes rarer ring sizes: women’s rings, less than 15mm in diameter and more than 20mm in diameter, men’s rings, less than 17mm in diameter and larger than 22mm in diameter. In addition, engraved jewelry with markings or personal information cannot be returned or exchanged. To qualify for return or exchange, items must be in their original, new condition and in the original jewelry box. The original purchase receipt is also required. If the item is not returned in its original condition, the buyer is responsible for any loss in value. If you have any questions, feel free to contact us using the form below or by email: au3@au3.fi 

What payment methods are available in the Au3 Online shop?

Secure options: Visa, Visa Electron, Master Card, American Express and PayPal. Au3 Goldsmiths / Au3 Design keeps your payment information always secure.

If you have received a Au3 Goldsmiths gift card (purchased from Au3 Goldsmiths Online shop), you can use it for your purchase in Au3 Online shop. 

What is the delivery time and delivery options in Au3 Online shop? 

All jewelry, also the jewelry pieces in collections are mainly made to order. The time from placing the order to a ready made piece from a jewelry collection takes around 4-6 weeks. When ordering a unique piece, it takes usually more than 6 weeks.

For the orders from the online store there is possible to choose DHL - On Demand Delivery or pick up from the Au3 Goldsmiths jewelry store. 

If you have chosen Pick up from the store, you will receive email/text message when your order is ready to be picked up. You can find our store from Unioninkatu 27, Helsinki. Au3 Goldsmiths store is open Mon-Fri 11am-6pm, Sat 11am-4pm.

The shipping time of the jewelry varies depending on the country the item is shipped to, 2-4 days in general. With DHL - On Demand Delivery it is possible to choose when and where you want to receive the delivery. Read more about DHL- On Demand Delivery in here.

Which countries does the Au3 Online shop deliver?

In EU we deliver to Finland, Åland Islands, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Outside EU we deliver to Andorra, Australia, Bahamas, Canada, Cayman Islands, Faroe Islands, Great Britain, Greenland, Hong Kong SAR, Iceland, Japan, Liechtenstein, Monaco, New Zealand, Norway, San Marino, Singapore, Switzerland, Türkiye, United Arab Emirates and United States.

Is it possible to receive the products I ordered in two different shipments?

We do not make partial shipments. If the order has both stock products, marked with fast shipping label, and made-to-order products, we will send all of them in the same shipment. If you want to receive products in different times, we recommend placing separate orders.

Will I be charged duties and taxes?

The buyer of the jewelry is responsible for any customs and import taxes that may apply in the destination country. Customs authorities will contact the buyer once the shipment has been dispatched. Au3 Goldsmiths is not responsible for any delays caused by customs clearance or the shipping company.

Do you accept returns and exchanges?

Au3 Online Shop accepts returns and exchanges. Please ship items back to Au3 Goldsmiths within 30 days of delivery, along with a completed Exchange and Refund form.

Please note that unique jewelry and jewelry with special personalization cannot be returned or exchanged. Special personalization also includes less common ring sizes: women’s rings under 15mm or over 20mm in diameter, and men’s rings under 17mm or over 22mm in diameter. Additionally, engraved jewelry with markings or personal information cannot be returned or exchanged.

Conditions of Return: The buyer is responsible for return shipping costs. Items must be in original, new condition and in the original jewelry box to qualify for return or exchange. The original purchase receipt is also required. We recommend using insured mail when shipping the item back to us. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Where are the jewelry manufactured?

Au3 Goldsmiths designs and manufactures high-quality jewelry pieces and jewelry collections. Each piece is handmade by our goldsmiths in Finland.

What kind of materials and gemstones are used in your jewelry?

We primarily use 18K white gold, 18K yellow gold, and 18K rose gold in our jewelry, with all gold being at least 99.9% recycled. We also work with 950 platinum and 925 silver, and all metals are nickel-free. We use high-quality natural gemstones and conflict-free diamonds in our jewelry. All our diamonds come with Kimberley Process Certification, and our diamond supplier is also a member of the Responsible Jewellery Council (RJC).

More information about materials

More information about sustainability

Is it possible to decide the colors for the Keto Meadow jewelry?

Keto Meadow jewelry is available in a variety of color combinations, designed by goldsmith Jussi Louesalmi. We can also create Keto Meadow pieces with custom color requests. Designer Jussi will compose the gemstone arrangement based on the customer’s specific color preferences. The customer can approve the composition by visiting our store or by reviewing an emailed image. Once the composition is approved, we begin crafting the piece. The price of custom-colored items is determined by the gemstones used. For a quote based on your preferred colors, please contact our store via the contact form on our website or by email.

Is it possible to use materials from my old jewelry?

We are often asked if a customer’s old jewelry can be used to create our collection pieces or unique jewelry items. When making collection jewelry, it is challenging to incorporate old jewelry directly into the piece, as gemstones may not match the exact specifications required. Therefore, we don’t create collection jewelry from a customer’s own materials. At this time, we are not accepting orders for unique, custom jewelry. However, it is possible to use old jewelry as material credit when ordering a collection piece.

The ring I ordered isn’t right size, is it possible to enlarge or reduce the ring size?

Rings can be resized unless otherwise specified in the product description. For example, titanium rings cannot be resized. If the ring ordered from the Au3 Online shop doesn’t fit, please contact us first by email or phone. In most cases, we can adjust ring size by either reducing or enlarging it. We offer free resizing of up to half a size (+/-0.5). Shipping fees for resizing are the customer’s responsibility. The first resizing is free if the ring is returned within 30 days of receipt. Read more about measuring your finger in here.

Is it possible to get engravings on the ring?

It is possible to make engravings on the rings. You can order engraving at the same time with the ring or bring the rings to be engraved later. Engraving is made by hand, and it takes a few workdays. Prepare to leave your ring in our shop if you come later to get engravings for your ring. The price of the engraving is 30 €. Please notice that jewelry with engraving cannot be returned or exchanged.

Does the jewelry need maintenance and how can I clean them?

We recommend annual maintenance for the jewelry. Annual maintenance for our products costs 30 €. In maintenance we check settings of the stones, clean and polish the ring.

It is recommended to clean jewelry regularly. Warm water and dishwashing liquid with a soft brush (for example a soft toothbrush) are best tools for jewelry cleaning at home. First soak the jewelry in warm water with a hint of dishwashing liquid for half an hour. After soaking brush jewelry with soft brush, especially under and top of the stones. Rinse the jewelry with water.

I have a gift card – can I use it in the online shop?

The gift card purchased from Au3 Goldsmiths store can be used only at Au3 Goldsmiths store in Helsinki. A gift card purchased from the Au3 Online store can be used only in the Au3 Online store.

Please note that the Keto Meadow jewelry gift card is only valid in the same store where it was purchased. If it is purchased at one of the retailer stores, you should use the gift card in the same store.