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 is ready.

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

Ring orders: If the size of the ordered ring doesn’t fit, we can make ring reductions and enlargements. We offer free rezising for half size up/down for our Online shop customers as long as you will contact us when you have received the ring. Ship the ring back for resizing within 30 days of receiving the ring. Shipping fees are customer’s responsibility in resizing.

Returns and exchanges: Au3 Goldsmiths accept returns and exchanges for orders from Au3 Online shop. Ship items back to us at Au3 Goldsmiths within 14 days of delivery with filled Exchange and refund form. Please note that unique jewelry and jewelry with special personalizing cannot be returned or exchanged. Special personalization includes also more rare 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 marking and information cannot be returned or exchanged. Buyer is responsible for return shipping costs. The item needs to be in original and new condition for return/exchange and in the original jewelry box. The original receipt from the purchase is also needed. We recommend insured mail when shipping the jewelry item back to us. If the item is not returned in its’ original condition, the buyer is responsible for any loss in value. If you have any questions, just give us a message with the contact 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 in collections are basically made from order. The time from ordering to readymade piece from 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 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.

Will I be charged duties and taxes?

Buyer of the jewelry is responsible for any customs and import taxes that may apply. Au3 Goldsmiths is not responsible for delays due to customs.

Do you accept returns and exchanges?

Au3 Online shop accept returns and exchanges: Ship items back to us at Au3 Goldsmiths within 14 days of delivery with filled Exchange and refund form. Please note that unique jewelry and jewelry with special personalizing cannot be returned or exchanged. Special personalization includes also more rare 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 marking and information cannot be returned or exchanged.

Conditions of return: Buyer is responsible for return shipping costs. The item needs to be in original and new condition for return/exchange and in the original jewelry box. The original receipt from the purchase is also needed. We recommend insured mail when shipping the jewelry 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 design and manufacture high quality jewelry collections and unique pieces. All Au3 Goldsmiths jewelry products are handmade by our goldsmiths in Finland.

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

We use mainly 750 white gold, 750 yellow gold 750 rose gold in our jewelry. All gold in our jewelry is 99,9% recycled. We also use 950 platinum and 925 silver. All metals are nickel free. We use high quality natural gemstones and diamonds in our jewelry. We use only conflict-free diamonds which have Kimberley Process Certification, our diamond supplier is also a member of 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 different color combinations, designed by goldsmith designer Jussi Louesalmi. We make Keto Meadow jewelry also with special color wishes. Designer Jussi will make the gemstone composition based on customers special color wishes. Customer accepts the composition either by visiting our store or we will send an image of the composition by email. After accepting the composition, we start to manufacture the piece. The price of the special color item is determined by the gemstones used. You can ask an offer with your special color wishes from our store using a contact form on our website, or by email.

Is it possible to use materials from my old jewelry?

We are often asked if customer’s old jewelry can be used to make our collection jewelry. When making individual customized or unique jewelry pieces, the materials can be utilized more easily, as long as we make sure of the quality and condition of the gemstones and carat of the gold. When manufacturing a collection jewelry, old jewelry can be more difficult to use straight to the piece. For example, gemstones may not fit the exact measurements of the collection jewelry. However, it is possible to compensate the old jewelry as material when ordering something new.

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

It is possible to resize rings unless it is specifically mentioned in the product description. For example; we don’t resize titanium rings. In case the size of the ring ordered from the Au3 Online shop doesn’t fit, it’s good to contact us first by email or by phone. We can make ring reductions and enlargements in most cases. We offer free resizing for half size up/down (+/-0.5). Shipping fees are customer’s responsibility in resizing. The resizing is free for the first time if the ring is shipped back for resizing within 30 days of receiving the ring. 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.

 

If you have any other questions concerning our jewelry, just send us a message!
- Au3 Goldsmiths staff -
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Finland (EUR €)