Warranty & Care
Our commitment to quality
Every piece at Giulia's Secret is examined by hand before it is listed — metal purity confirmed, stones checked, hallmarks read where they exist. We stand behind the quality and craftsmanship of everything we sell, and this page sets out exactly what that means, in plain terms.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The warranties described below are given by us in addition to those rights. Nothing on this page limits or replaces them.
- Who is giving this warranty: Giulia's Secret, ABN 12 346 848 974
- Address: Western Sydney, NSW, Australia
- Phone: 0449 250 644
- Email: sales@giuliasecret.com
- How to claim: email or phone us with your order number and clear photographs of the issue. We'll respond within 1–2 business days and tell you what happens next.
- Cost of claiming: you may incur the cost of returning the item to us. Where a claim is valid, we cover return postage and reimburse any reasonable cost you have already paid.
1. Twelve-month craftsmanship warranty
All gold, sterling silver and men's jewellery is covered for 12 months from delivery against manufacturing defects. If a structural fault appears in that period because of how the piece was made — porosity in the metal, a flawed setting, a failed solder join — we repair or replace it at no cost to you.
2. Lifetime stone guarantee — moissanite and lab-grown diamond
We guarantee the optical properties of every moissanite and lab-grown diamond we sell, for life. These stones will not cloud, fade or lose their fire or brilliance with wear. If one ever does, we replace it.
This guarantee covers the stone itself. The setting holding it is covered by the 12-month craftsmanship warranty above.
3. Made-to-order pieces
Moissanite and lab-grown diamond pieces are made to your specification, which takes 8–14 days before dispatch. We guarantee the metal purity and stone authenticity of every made-to-order piece on arrival, exactly as specified on the listing.
4. Fine silverware and antiques
Our 999 fine silver handcrafted pieces and hallmarked antiques are specialised heirloom items. We guarantee the silver purity and the structural integrity of these pieces on delivery, and we document condition honestly before listing — including existing wear, which is expected and often desirable in a genuine antique.
Tarnish is a natural property of silver, not a defect. It is removed with a soft polishing cloth and returns over time. This is normal and is not covered by any warranty, ours or anyone's.
What our warranty does not cover
Fine jewellery is durable, not indestructible. The following are not manufacturing defects:
- Discolouration or fading of metals caused by perfume, cosmetics, cleaning chemicals, chlorinated pools or hot tubs.
- Claws or prongs caught, bent or worn down through everyday wear, including where this lets a stone fall out.
- Gemstones chipped or broken by impact against a hard surface.
- Fine chains broken by being caught, pulled or stretched.
- Damage from accidents, misuse, or wear inconsistent with the piece's design.
If another jeweller repairs, resizes or alters a piece bought from us, our craftsmanship warranty on the affected part no longer applies — we can't stand behind work we didn't do. This does not affect your rights under the Australian Consumer Law.
Caring for your jewellery
Every day
- Put jewellery on last, after perfume, hairspray, moisturiser and makeup.
- Take it off before showering, swimming, exercising, gardening or cleaning.
- Remove rings before lifting weights or carrying anything heavy — this is the most common way a band is bent out of round.
Cleaning
- Gold and diamonds: warm water, a drop of dish soap, a soft toothbrush. Rinse and pat dry.
- Sterling silver: a soft polishing cloth. Avoid dips and chemical cleaners, which strip oxidised detail and can pit the surface.
- Pearls, opal, emerald and turquoise: wipe with a soft damp cloth only. Never soak these, and never use ultrasonic cleaners.
- Antique silver: polish sparingly. Over-polishing thins the metal and softens hallmarks, which permanently reduces the piece's value.
Storage
- Store pieces separately — diamond and moissanite scratch every other gemstone, and each other.
- Keep silver dry and away from light. An anti-tarnish strip in the box slows tarnish considerably.
- Lay chains flat rather than dropping them in a pile; most tangles become permanent kinks.
Have claws checked
If you wear a stone-set ring daily, have the claws inspected once a year. A claw that has worn thin costs very little to re-tip and a great deal to ignore — by far the most common way people lose a stone is a worn claw nobody looked at.
Questions
If you're unsure whether something is covered, ask before you do anything to the piece. Email sales@giuliasecret.com or call 0449 250 644, Monday to Friday 9am–5pm AEST. Send photographs if you can — they usually answer the question immediately.