FREQUENTLY ASKED QUESTIONS

Is this an Australian label?

Is this an Australian label?

Yes, BÁSICA jewellery is an Australian brand based in Perth, WA.

Founded in 2025, Australian jewellery brand  BÁSICA jewellery was designed to inspire and spread the essence of love, peace, and joy through our thoughtfully crafted jewellery.

Each collection is beautifully crafted from 18k gold vermeil, 14k gold, and sterling silver.

All jewellery designs are original and are designed by our team of designers in our Perth design studio.

How do I contact your company?

How do I contact your company?

There are multiple channels of contact which you can utilise to get in contact with the BÁSICA team. During sales or promotion periods, you may experience a delayed response of up to 4 business days.

Customer Care

Our team of stylists and BÁSICA jewellery experts are available to give you instant styling or order help through any of the below platforms. All services will be closed during WA public holiday dates listed here.

Emails and PR & Media Inquiries

If you have any inquiries please email us at (EMAIL LINK)

Online Orders

Am I able to fast track my order?

Any orders that are purchased with an express service will automatically be fast-tracked and packed as a priority.

Due to order constraints, we are unable to accommodate a fast-track request during sale and promotional periods.

Can I change my order details once it is placed?

Due to the high volume of orders we are processing, unfortunately, we cannot amend your order once it has been placed.

If you would like to cancel your order, we will do our best to accommodate this request but we cannot guarantee that this is possible.

As cancellation requests are time-sensitive, please email us on (EMAIL LINK) as soon as possible to cancel your order.

Do you accommodate special requests?

We will do our best to accommodate special requests within reason and within our control. Please note during sale and promotional periods we will not be able to assist with requests such as this.

If you have a special request, we encourage you to contact us by email at (EMAIL LINK), to see if we can accommodate your request.

How will my order be packaged?

All BÁSICA Jewellery comes in our signature grey box with a meaning card. At BÁSICA, we believe in sustainability and conservation, therefore, to prevent unnecessary wastage, the number of cotton pouches is provided according to the size of the individual order.

Our boxes are recyclable, however, we suggest that you do not store your jewels in our gift boxes long-term. Keep your jewellery in a cool, dry place away from direct sunlight.

We offer premium gift wrapping as an option at an additional cost if you are looking to add an extra special touch of magic.

To purchase gift wrapping, simply add it to your cart upon checkout, or alternatively, you can browse our selection of gift boxes, greeting cards, and gift cards here.

Can I cancel my order?

Due to the high volume of orders that we are processing, unfortunately, we cannot guarantee that your order can be cancelled in time.

While we will try our best to cancel your order, it may have been processed and shipped already.

As order cancellation requests are time-sensitive, we encourage you to contact our Customer Care Department at (EMAIL LINK), to see if we can accommodate your request.

Can I purchase online internationally?

Yes, we ship internationally using DHL International Express.

We offer international shipping to Canada, Denmark, France, Germany, Finland, Hong Kong, Ireland, Italy, Japan, New Zealand, Netherlands, Norway, Singapore, Spain, Sweden, Switzerland, United Kingdom,The United States.

Discount and Promotions

How do I enter my discount code?

If you have a discount code and would like to use it when placing your order, please follow the instructions below:

Desktop

Please type the discount code into "Gift card or discount code "box on the first page of the checkout. Then click “Apply”.

Mobile & Tablet

Please click "Show order summary +”,then type the discount code into "Gift card or discount code "box on the first page of the checkout. Then click the ➡️  button to apply.

Be sure to check that your discount code has been applied before completing your order. If your code is not correctly applied at this stage, we cannot apply the discount later or credit you and you will be charged the full price for your order.

If you have any issues, we encourage you to contact our Customer Care Department at (EMAIL LINK)

Do you have any welcome discount codes?

From time to time we offer exclusive discount codes, to be sure that you don't miss out on any of our promotions or offerings we suggest signing up for our newsletter or following us on our social media. 

To sign up to our newsletter simply head to our home page and scroll down, in the bottom right-hand corner you will see a section where you can enter your details and finalise the signup.

What can I do if my discount or promotional code isn't working?

If you're having trouble entering your discount code, please check out the link here to ensure you're entering your code correctly.

After reviewing that link if you have followed all the steps and it's still not working, we suggest clearing your cookies on the browser are you using. This should solve any issues and will allow you to place a new order with the discount code.

If your promo code won’t apply or you receive an error message, please check whether the following applies to you:

  • You’ve already used the code. Most discount codes can be used once only, so if you or someone else has ever used the code in the past then it won’t work again. 
  • The items aren’t eligible. Be sure to check the terms and conditions of the code, and make sure the items in your shopping cart aren’t excluded from the promotion.
    Some common exclusions are sale items, gift cards and vouchers, and gift wrapping.
  • The code has been entered incorrectly. Our discount codes are case-sensitive, so be sure to enter them exactly as they are written.
  • The code has expired. Check the expiry date of the discount code, most discount codes expire after a set period. 

If you still have issues after checking the above, we encourage you to contact out Customer Care Department on (EMAIL LINK) with a screenshot of your discount code with the items in your cart and we will investigate it further for you.

Can I return items that I purchased with a discount code?

Yes, you can! Items purchased using a discount or promotional code are eligible for a store credit.

Any items which are final sale will be mentioned at check out prior to purchase.  All sale items purchased during sale periods are final sale. Please check over your order carefully prior to finalising your cart.

We do not offer refunds or credit notes on sale items that have been marked down or red-penned unless the product is faulty, in which case we will provide a full refund. 

BÁSICA with Australian Consumer Law and our products come with a consumer guarantee that ensures our products are sold without faults and are the same as described online.

You can read our full Return Policy here.

Shipping

How long will it take to receive my order?

Orders are processed and shipped out Monday – Friday only (excluding Australian Public Holidays). We aim to have all orders shipped as soon as possible and within 48 hours of being placed.

Please note that during sale and promotional periods, orders may take an additional 3-5 business days to arrive.

The estimated shipping time for your order will depend on which shipping option you have selected:

Domestic Express is 1-3 business days (excl. VIC, QLD, NSW, TAS, SA and NT which is 5-7 business days). International Express is 3-5 business days for New Zealand and 7-14 business days for Rest of World.

Once your order has been shipped, you will receive a shipping notification via email with tracking details.

You can view our shipping information here.

How do I track my order?

Once your order has been dispatched, you will receive a shipment confirmation outlining your order details, delivery details and your consignment number which you can use to track your order.

This information will be sent to the email you used to place the order originally. If you have any issues, we encourage you to contact our Customer Care Department at (EMAIL LINK)

Do you ship to PO boxes?

For orders that are dispatched with Australia Post Express Shipping, we ship to PO boxes.

For orders that are shipped through DHL, we are unable to ship to both PO boxes or Military addresses. Please ensure that you have a suitable address available. 

Do you ship interstate and internationally?

We ship Australia-wide and worldwide. For our shipping options, prices and timeframes, see our shipping information page here.

All shipping options require a signature upon delivery and are fully insured

Is my order insured?

All of our shipping methods are fully insured so your pieces are covered whilst in transit. Every parcel is required to have a signature upon delivery, and you will be responsible for signing for the receipt of your package.

Once the piece is signed for, it is no longer considered in transit and is therefore no longer insured. We do not replace or refund orders that have been delivered correctly and signed for.

My tracking says delivered but I haven't received my order. What can I do?

In most cases, your parcel has been delivered and signed for by another person.

Please check with your neighbours, office, reception area or immediate family before contacting our Customer Care Department.

How much does domestic shipping cost?

We offer free Standard Shipping on all orders over $150 within Australia and free Express Shipping on domestic orders over $200.

Please see below for our complete postage fees: 

  • Free standard shipping on all Australian orders over $150.
  • $8 AUD flat rate for AU orders under $150 AUD
  • Free express shipping on all Australian orders over $200.
  • For Australian orders under $200 express postage can be added for $10.
  • Sydney's same-day delivery service comes with a $20 flat rate for all same-day deliveries within 20km or a $40 flat rate for orders within 21km to 50km.

For more information on Shipping and Delivery information, please click here.

For more information on Same-Day delivery information, please click here.

How much does international shipping cost?

We offer a flat rate of $29 Express Shipping for international shipping and use DHL's trusted Worldwide Express Service.

Please keep in mind that each country has its own taxes and duties and this postage cost is a separate cost. If you're unsure about what taxes and duties look like for you please view our article here.

For more information on Shipping and Delivery information, please click here.

How long does it take to ship international orders?

We ship all of our international orders through DHL Worldwide Express Service. Depending on the country your order is being sent to you should receive your order within 7-14 business days.

This timeframe does not include our dispatch time, we aim to dispatch all orders within 48 business hours of being placed however, please allow an additional 2-3 business days during sale and promotional periods.

Once your order has been shipped, you will receive an email with your tracking details.

For more Shipping Information, please click here.

What international customs and duty charges will I incur?

For international orders, duties and taxes are occasionally incurred on package arrival and are charged in addition to international shipping costs.

Please note that the customer is responsible for all import duties, customs and local sales taxes levied by the country they are shipping to.

Charges differ in each country depending on the regulations, by charlotte is not liable for any late deliveries caused by local customs or third-party delivery companies.

For Australian orders, GST is already included in the retail price. For more information about duties and taxes please click here.

Sizing

Where can I find sizing information?

All of our sizing information can be found on our Size Guide as well as any specs from some of our repeat styles.

How do I find my ring size?

You can order our ring sizer here so you can measure your size at home or alternatively, if you have a piece of string you can wrap that around the intended finger and then use that section to measure the length against a ruler.

We have staff available at our Paddington Boutique who would be more than happy to assist if you'd prefer to speak to someone in person. If you are unable to visit us, being professionally sized by your local jeweller is another great option.

Please ensure to be given a size in Australian sizing, as well as an inside diameter measurement of the ring sizer (these tools can vary between jewellers). We highly recommend measuring around your knuckle to ensure a correct fit.

Always remember that your hands will be different sizes and you need to measure according to the finger you intent to use.

What happens if I order the wrong size?

If you have received your ring and realise that you have chosen an incorrect sizing you are welcome to send your piece back so long as it's within our Return Policy. Prior to ordering again we highly recommend establishing your correct ring size in Australian standard sizing, either by visiting us or a local jeweller.

If you're outside of our returns window, depending on the design, most of our pieces are able to be resized within a certain range. We do offer a resize service through our repair partner.

Production

Where is your jewellery made?

We work with a small network of Responsible Jewellery Council (RJC) and SCS accredited international manufacturers based in China.

As a certified member of the RJC, all factory operations are performed according to Responsible Jewellery Council (RJC) member guidelines for safety, sustainability, environmental protection, and labour rights. You can read more about the RJC journey here.

Our manufacturers are also SCS certified. SCS certification ensures that we use recycled metals, gemstones and that we actively avoid conflict metals or materials from questionable sources. This certificate demonstrates that you meet fundamental benchmarks for social and environmental accountability, including risk management through supply chain. You can read more about the SCS journey here.

What are your pieces made with?

At BÁSICA, we pride ourselves on quality craftsmanship and attention to detail. Each unique piece is designed in-house and meticulously refined by our designers.

From the initial drawings to the final samples, we work closely with all partners within our supply chain to ensure that our jewellery is reflective of the love and consideration that goes into every step of the design process.

18k Gold Vermeil

Vermeil (pronounced ver-may) is a high-quality method of gold plating. In order for a product to be gold vermeil, over gold plated - the product must be coated in a thick layer of gold (at least 2.5 microns) on sterling silver. The gold that we use is 18 carats, which is a higher quality gold compared to others.

Sterling Silver

We use solid sterling silver (925).

The '925' represents 92.5% minimum pure silver. As pure silver is soft and malleable (making it prone to breakage), 7.5% is made up of alloy. This helps our silver remain durable and suitable for everyday use while remaining high quality.

14k Solid Gold & 14k Solid White Gold

We use 14k gold, which, similar to our sterling silver - is mixed with a small amount of metal to ensure durability while remaining high quality.

GH-SI Diamonds

In our 14k Luxe Collections, we use GH-S1 diamonds. These are naturally sourced diamonds. The GH represents the colour of the diamond, which is 'fine white' and at the high end of the nearly colourless range. SI stands for 'small inclusions' and represents the clarity of the diamond.

Lab-Grown Diamonds

In our 14k Luxe Collections, we have just introduced our lab-grown diamonds. These are known as cultured, man-made or engineered diamonds and are grown in a highly controlled state-of-the-art laboratory. Lab-grown diamonds are physically, optically, and chemically identical to mined natural diamonds - the difference only lies in their origin. There are two types of lab-grown diamonds: Chemical Vapor Deposition (CVD) or the High Pressure - High Temperature (HPHT), by charlotte utilises both channels to create our diamonds.

White Cubic Zirconia

Cubic Zirconia crystals appear almost identical to real diamonds, however, they are man-made stones. We source high-quality cubic zirconias from quality suppliers to ensure consistency and durability.

Is your jewellery waterproof?

While water doesn't have an immediate effect on 14k Vermeil Gold, continuous contact with water or other chemicals such as perfume, deodorant and household cleaning products can cause tarnishing. Proper jewellery care is recommended so you can ensure the longevity of your beloved pieces.

Any of our Solid Gold products are waterproof and tarnish proof if cared for correctly.

Does your jewellery contain nickel?

Although our jewellery is nickel-free, traces of it may exist due to machinery, and cross-contamination during the production process. Please contact our Customer Care Team if you experience a reaction within the first few wears, and they will be able to assist you further.