Existing custom orders are being reviewed by the Administrators. Some orders may still be supplied, however this cannot be guaranteed at this time.

Each order will be assessed on a case by case basis. The Administrators will contact affected customers as information becomes available.

If your custom order cannot be fulfilled, you may have a claim with the Administrators for any deposit or payment already made.

To lodge a claim, please contact the Administrators using the details above and include your full name, contact details, order number and proof of payment.

New custom orders are not being accepted while the company is in administration.

Repairs already in progress are being identified and reviewed by the Administrators.

If you have a repair with us, please contact the Administrators with your repair reference, store of lodgement and any receipts or documents so they can locate and review your item.

New repair bookings may be limited or unavailable during the administration period. Please check with the Administrators or your local store for the most current position.

Warranty rights are being reviewed as part of the administration. Any warranty claim you wish to make should be lodged with the Administrators so they can assess your request.

When you contact them, include your proof of purchase, warranty documents, photographs of the issue and your preferred contact details.

You can submit a warranty claim for assessment, however outcomes are not guaranteed while the business is in administration. The Administrators will confirm what support, if any, can be offered in response to your claim.

Standard change of mind returns are affected by the administration. Returns and refunds are at the discretion of the Administrators and may not be available in the same way as before.

If you wish to enquire about a change of mind return, please contact the Administrators with your receipt, order number and details of the item.

The Administrators are not generally able to provide refunds in the usual way. Any request for a refund becomes a claim in the administration and will be assessed in line with the legal priorities that apply.

To lodge a claim, email the Administrators with your proof of purchase and a brief explanation of your request.

Jewellery Care Plans are being reviewed as part of the administration. Services under these plans may be limited or unavailable.

If you hold a current plan, please contact the Administrators with your plan number, purchase date and any related documents so they can record your position and advise what options may be available.

You can submit a request, however any service or benefit is subject to the Administrators assessment and the outcome of the administration. No outcomes can be guaranteed at this time.

The use of gift cards and credit notes is subject to the Administrators decision. In some administrations, gift cards may be honoured on limited terms, in others they may form part of a customer claim.

Please contact the Administrators with your gift card or credit note number, expiry date and original purchase details so they can confirm the current position.

If gift cards or credit notes cannot be redeemed, you may be able to lodge a claim in the administration for the unused value. The Administrators will explain how to do this and what documentation you need to provide.

If you purchased using HUMM or another third party payment provider, you will usually need to continue to deal with that provider in relation to your repayments.

For issues with your order or goods, contact the Administrators. For questions about your HUMM account, contact HUMM directly using the contact details on your contract or statement.

Changes to your HUMM agreement are managed by HUMM, not the Administrators. You will need to speak with HUMM to understand your options and any terms that apply.

Once Administrators are appointed, they control the business and its assets. Existing policies and offers may change or be withdrawn as they assess the position of the company.

This FAQ is intended as a simple, factual guide. It does not cover every situation and does not replace formal advice. For the most accurate and current information, please contact the Administrators directly.