FAQs
Soul & Stone is a Newcastle-based Australian brand.
Founded in 2024 by Lisa and Joshua, Soul & Stone was born from a passion to evoke meaningful emotions through the gemstones chosen in each bespoke piece of jewellery.
Our Brand
Is this an Australian label?
Soul & Stone is a Newcastle-based Australian brand.
Founded in 2024 by Lisa and Joshua, Soul & Stone was born from a passion to evoke meaningful emotions through the gemstones chosen in each bespoke piece of jewellery.
Do you have a physical location?
Soul & Stone is currently an online-only business.
Online Orders
Can I change my order details after placing my order?
To ensure fast delivery, your order cannot be changed after confirmation.
How will my order be packaged?
All Soul & Stone jewellery comes in our signature pouch.
Can I cancel my order?
Due to the time-sensitive nature of order processing and shipping, we may not be able to cancel your order if it has already been processed or shipped.
If there is an issue with your order please send us an email at hello@soulandstone.au.
Shipping
How long will it take for my order to be processed?
Online orders are processed and shipped weekdays (excluding Australian Public Holidays). We strive to process and ship orders within 1-3 business days of being placed.
How do I track my order?
You will receive an email with your tracking number after your order has been processed.
Do you ship to PO boxes?
Yes, we ship to PO boxes.
Do you ship Internationally?
Currently we only ship within Australia.
If you're interested in international shipping, we'd love to hear from you! Please feel free to reach out to us at hello@soulandstone.au.
How much does shipping cost?
We offer free Standard Shipping on all orders over $150 and free Express Shipping on orders over $200.
Please see below for our complete postage fees:
- Free standard shipping on all orders over $150.
- $12 AUD flat rate for orders under $150 AUD
- Free express shipping on all orders over $200.
- $15 AUD flat rate for orders under $200 AUD
For more information on Shipping and Delivery information, please click here.
How long does shipping take?
Shipping time estimation will be calculated during the purchasing process.
What couriers do you use?
We use Australia Post.
Sizing
Where can I find sizing information?
All sizing information can be found on our Size Guide page.
What should I do if I have ordered the wrong size?
If you receive an item that doesn't fit quite right, we're happy to help with an exchange. For more information on our exchange policy, please visit our Returns page.
Production
Where is your jewellery made?
All of our jewellery is hand-crafted in Newcastle, Australia.
What are your pieces made with?
All of our jewellery is made using high-quality 925 sterling silver, 14k gold-filled or gold vermeil, and ethically sourced semi-precious gemstones from around the world.
Is your jewellery waterproof?
The metals we use in our jewellery (sterling silver, gold-filled, and gold vermeil) can tarnish over time with extensive water exposure. For lasting wear, we recommend limiting contact with water and harsh chemicals.
Are your gemstones real or synthetic?
We use genuine, ethically sourced semi-precious gemstones in our pieces.
Care
What is the best way to care for my piece?
To extend the life of your jewellery, follow these simple care instructions:
- Minimize Moisture: Avoid wearing your jewellery during showering, hand washing, or swimming, as exposure to water can tarnish gemstones and metals.
- Protect During Activity: Jewellery can break during exercise or vigorous activity. Consider removing them beforehand.
- Cosmetics: Apply perfume and cosmetics before putting on your jewellery to minimize damage to gold-plated and sterling silver pieces.
- Store Properly: For long-term storage, avoid using gift boxes. Opt for a cool, dry place away from direct sunlight.
For more information on how to care for your jewellery please visit our Product Care page.
How do I clean my jewellery?
The best way to clean your jewellery is with a soft polishing cloth.
What is tarnishing?
Tarnishing is a dark discoloration caused by a reaction between metal in your jewellery and moisture, air, or chemicals. It affects all jewellery except pure gold or pure silver.
Even fine jewellery made from solid 14k/18k gold or sterling silver can tarnish if not cared for properly.
How can I best prevent tarnishing?
Tarnishing is a natural phenomenon that can cause the metal of your jewellery to discolour or oxidise quickly.
To prevent tarnishing:
- Store your jewellery in a clean, dry place, ideally a soft-lined jewellery box to minimize scratches and exposure to other elements.
- Avoid wearing your fine jewellery in chlorinated pools.
- If your jewellery contains natural gems, take extra care with cleaning. Use only a mild detergent or soap and water, and avoid polishing cloths directly on the stones.
- Minimize exposure to makeup, hairspray, perfumes, lotions, especially sunscreen and products with harsh chemicals.
- For safety and to minimize tarnishing, it's best to remove your jewellery when sleeping, exercising, showering, or engaging in intense physical activity. Even sweat's pH levels can react with your jewellery, and you'll also reduce the risk of accidental breakage.
Warranty
What is your warranty policy?
All of our jewellery is meticulously hand-crafted to the highest standards and undergoes thorough quality checks before being sent to you. Our goods come with guarantees that are included under the Australian Consumer Law.
In the rare event of a faulty item, Soul & Stone provides a six-month warranty from the date of order for all our products. This warranty covers manufacturing defects, but does not include damage caused by wear and tear, oxidation, broken chains or cord.
Please note that this warranty does not cover lost, damaged, or chipped gemstones.
We will gladly offer a replacement if the product was confirmed by one of our team as faulted within the first 6 months of purchase.
By law, we are required to provide a warranty to you, however, all warranties must come through as a claim first prior to being assessed by our team of jewellery specialists.
For warranty claims, please email us at hello@soulandstone.au with your order number, a detailed description of the issue, and images. Our team will get in touch with you regarding the next steps.
How do I make a warranty claim?
To make a warranty claim, please email us at hello@soulandstone.au with your order number, a detailed description of the fault, and any relevant images. Our team will reach out to you with the next steps.
Returns
What is your return policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Read more about our return and refund policy here.
How do I return an item?
To start a return, you can contact us at hello@soulandstone.au.
Can I return earrings?
For hygiene reasons, we do not accept returns or exchanges on pierced earring styles. All earring purchases are a final sale and cannot be returned simply due to a change of mind.
You can view our full Return Policy here.