FAQs
Every question holds a story
Whether you’re curious about materials, delivery, or the meaning behind our designs — we’re here to guide you.
Because each Serendipity piece begins with understanding and connection.
General Product Questions
Are all pieces handmade?
Yes! Every piece is lovingly handmade in Australia, with attention to detail and care. That’s what makes each one so special — no two are exactly the same!
Where is Serendipity Jewellery made?
All our pieces are proudly handmade in Australia, inspired by our founder’s Colombian roots and crafted with love in every detail.
What materials do you use in your designs?
We use high-quality materials like solid gold, white gold, rose gold, sterling silver, and ethically sourced crystals, gemstones, and pearls. Each piece is crafted to last and made with love.
What does it mean that each piece tells a story or holds a purpose?
At Serendipity, jewelry is more than just beautiful — it’s personal. Each piece is designed to celebrate a moment, a memory, or a connection. Whether it’s a gift, a milestone, or a symbol of self-love, there’s meaning behind every design.
Can I request a fully custom jewellery design?
Absolutely! We love bringing your ideas to life. Whether it’s a dream ring, a meaningful charm, or something completely unique — we’ll work with you to create a piece that’s truly yours.
Do your pieces tarnish or fade over time?
We use high-quality materials like solid gold, sterling silver, and durable chains — so with the right care, your jewelry will stay beautiful over time. Silver may naturally darken a little, but it’s easy to polish. If your piece ever tarnishes unexpectedly, feel free to reach out — we’re happy to take a closer look and help!
Is your jewellery waterproof?
Yes — our pieces are water-friendly, especially those made from solid gold and sterling silver. That said, we always recommend removing your jewelry before swimming in pools, the ocean, or using harsh products to keep it looking its best. If you’re ever unsure, feel free to ask us!
What does “permanent jewellery” mean?
Yes — our pieces are water-friendly, especially those made from solid gold and sterling silver. That said, we always recommend removing your jewelry before swimming in pools, the ocean, or using harsh products to keep it looking its best. If you’re ever unsure, feel free to ask us!
What’s the difference between gold plated, gold filled, and solid gold?
- Gold plated: A very thin layer of gold (usually less than 0.5% gold) coated over a base metal. It looks beautiful but can wear off over time.
- Gold filled: A much thicker layer of gold (at least 5% gold by weight) mechanically bonded to a base metal, making it more durable and longer-lasting than plating.
- Solid gold: Made entirely from gold alloys — for example, 9K gold contains about 37.5% pure gold, and 18K gold contains about 75% pure gold. It’s the most valuable, durable, and lasts a lifetime.
For lasting shine and quality, solid gold is the best choice!
Permanent Jewellery
What if I book an appointment but don’t like any of the chains?
No worries! If you don’t find a chain you love during your appointment, we’ll give you a full refund—no questions asked. Your satisfaction is our priority!
What if I book an appointment but can’t attend?
We totally understand that life happens! You can reschedule up to three times without any extra cost. After that, a small fee will apply. If you decide to cancel, we’ll refund your payment as store credit that you can use on any future purchase. Your happiness matters to us!
What if I choose a product but decide to pick something else during my appointment?
No problem! We’re happy to exchange your choice. If the new item costs more, you’ll just pay the difference. If it’s less, we’ll refund the difference to you. We want you to love what you take home!
Does permanent jewellery hurt?
No — the process is quick and gentle, designed to be comfortable with minimal discomfort.
How long does it last?
Permanent jewellery is designed to be worn indefinitely, lasting for years with proper care.
Can I remove it if I need to?
Yes, it can be professionally removed or adjusted by our team whenever you need. Permanent jewellery is typically removed by carefully cutting the jump ring to ensure safety and preserve the piece.
Can I wear permanent jewellery during exercise or sports?
Yes! Permanent jewellery is made to stay put through your active lifestyle. However, if you do contact sports, we do not recommend it for safety.
What happens if my permanent jewellery breaks?
If your permanent jewellery breaks or the weld opens, contact us right away. We offer repair and re-welding services to restore your piece safely. Repairs are free within the first 30 days after your appointment, and a small fee applies after that period.
Do your pieces tarnish or fade over time?
We use high-quality materials like solid gold, sterling silver, and durable chains — so with the right care, your jewelry will stay beautiful over time. Silver may naturally darken a little, but it’s easy to polish. If your piece ever tarnishes unexpectedly, feel free to reach out — we’re happy to take a closer look and help!
Is your jewellery waterproof?
Yes — our pieces are water-friendly, especially those made from solid gold and sterling silver. That said, we always recommend removing your jewelry before swimming in pools, the ocean, or using harsh products to keep it looking its best. If you’re ever unsure, feel free to ask us!
What does “permanent jewellery” mean?
Yes — our pieces are water-friendly, especially those made from solid gold and sterling silver. That said, we always recommend removing your jewelry before swimming in pools, the ocean, or using harsh products to keep it looking its best. If you’re ever unsure, feel free to ask us!
Can I get permanent jewellery resized later?
Permanent jewellery can be adjusted or replaced if your size changes. We’re here to guide you through the best options. A small fee may apply.
Can I get permanent jewellery resized later?
Permanent jewellery can be adjusted or replaced if your size changes. We’re here to guide you through the best options. A small fee may apply.
Can permanent jewellery be worn with other jewellery?
Definitely! Permanent jewellery pairs beautifully with rings, bracelets, and necklaces. Layer and mix your favourites for a look that’s uniquely yours.
Can I wear permanent jewellery during an MRI scan?
We recommend removing your permanent jewellery before an MRI scan. While most of our pieces are made with materials safe for everyday wear, the strong magnetic field in an MRI can interact with metal. To stay safe, please take off your jewellery before your appointment. If you need help removing it, contact us anytime!
Can I wear permanent jewellery during an X-ray?
It’s best to remove your permanent jewellery before an X-ray. Always check with your medical provider before your appointment, and if you need help removing your jewellery, just contact us!
Repairs & Care
What if my jewellery breaks or gets damaged?
Contact us! We offer repairs and can help restore your favourite pieces.
Do you offer repairs or re-welding for permanent jewellery?
Yes, we specialise in re-welding and repairing permanent jewellery to keep it secure.
How do I care for my jewellery?
Simple care includes keeping pieces dry when possible, polishing silver occasionally, and storing jewellery safely when not worn.
Orders & Shipping
How long will my order take to arrive?
Since many of our pieces are handmade or made to order, processing times can vary depending on the jewellery and its availability.
Standard shipping within Australia usually takes 3–5 business days, after a processing time of 3–5 days.
Custom-made pieces may take a little longer — but if you’re in a hurry, feel free to contact us. We’ll do our best to get your order to you as quickly as possible!
Do you offer express shipping?
Yes, express shipping options are available at checkout.
Do you ship internationally?
We do! We carefully package your jewellery to arrive safely worldwide.
Can I pick up my order in person?
Yes! You’re welcome to pick up your order from our location in Parramatta, Sydney NSW, Australia. Pickups are available Monday to Friday from 9:00 AM to 5:00 PM, and on weekends during our opening hours. Just let us know at checkout or contact us to arrange a time that suits you.
