We’re here to support you every step of the way. Whether it’s sizing, shipping, or something more personal, our team is ready to help with care and attention to detail. Drop us a message below, or use the returns portal to process an exchange.
SCROLL DOWN FOR FREQUENTLY ASKED QUESTIONS
Shipping & Delivery
We ship almost worldwide! Whether you're in Australia, the US, Europe, or beyond, we'll deliver your piece straight to your door.
Due to current regulations we can't ship to Indonesia, India and Israel.
Yes! Just ensure you include it before checking out.
Australia:
Standard shipping - $6.95
Express shipping - $11.95
Free standard shipping on orders over $200 AUD.
For our Free Ring Sizers, we offer standard ($4.95) or express shipping ($9.95)
United States:
DHL Express Shipping - $14.95 USD
Free express shipping on orders over $50 USD.
Duties & Taxes Included.
New Zealand:
DHL Express Shipping - $14.95 NZD
Free Express Shipping on orders over $300NZD.
United Kingdom:
DHL Express Shipping - Free Shipping on all orders. Duties & Taxes Included.
For our Free Ring Sizers, we offer standard ($4.95 GBP) or express shipping ($9.95 GBP)
International: Rates vary by country and will be calculated at checkout.
Australia: Standard / 3-7 business days. Express / 1-3 business days.
US: Estimated 3-5 business days.
UK: Estimated 3-7 business days.
International: Estimated 3-14 business days, depending on your location and customs processing.
Generally, we aim to dispatch within 24-48 hours; however, some delays may occur during peak periods, new launches, archive sales and restocks.
Absolutely! Once your order has shipped, you'll get an email with a tracking link so you can follow its journey
Customs duties and taxes are pre-paid for United States and United Kingdom.
For other international orders, customs duties or taxes may apply, depending on your country's regulations. These are not covered by Merchants of the Sun, so we recommend checking with your local customs office for details.
Returns & Exchanges
We accept returns for store credit or exchange within 30 days of delivery. Items must be unworn and in original packaging. If your ring doesn’t fit, we offer one free size exchange per order.
Made-to-order, engraved and discounted pieces are final sale and not eligible for return or exchange. Earrings are not eligible for a return due to Australian hygiene regulations.
We allow refunds within 14 days of delivery if the product is unworn, faulty or incorrect items. To start a return, email us at support@merchantsofthesun.com.au with your order number and reason. We’ll guide you through the next steps.
We accept returns for store credit or exchange within 30 days of receiving your order. Items must be unworn, in original condition and packaging.
We offer refunds within 14 days of delivery or if an item arrives damaged or faulty—or we don't have your size in-stock.
We’re offering extended returns from Dec 1 through to Jan 31. So you can get your Christmas shopping sorted early, with extra time to return or exchange.
Please note all returns must be unworn and in original condition.
Exclusions apply* (earrings, Made To order, engravings)
We will issue a return label once your return request has been reviewed and approved by our team. This is only eligible for exchanges & store credits,not refunds.
Yes. If your ring doesn’t fit, we’re happy to offer one free exchange for a different size or product of equal value.
Email us at support@merchantsofthesun.com.au or use our returns portal with your order number and reason for return. We’ll reply with instructions to send it back to our warehouse.
We stand by the quality of our pieces. If something’s wrong, email us with clear photos and we’ll make it right — whether that’s a replacement, repair, or refund.
Once we receive your return, please allow 3–5 business days for your exchange or store credit to be processed.
Unfortunately, no. Due to the personalised nature of custom and made-to-order pieces, these are final sale and not eligible for return or exchange.
Earrings are also not eligible for an exchange or return due to hygiene regulations in Australia.
Engravings
For online orders, engraved orders will be dispatched within 2-3 business days. Please account for additional time when placing your order. During busy periods, this timeframe may increase.
Due to the personalised nature of engraved pieces, we do not accept returns or exchanges for a change of mind. We recommend purchasing our Ring Sizer Kit to ensure accuracy before proceeding with an engraved piece. These items are still recyclable, and you can still send them back as part of the Close The Loop program. To avoid delays or issues, please triple-check your engraving request before placing an order.
We can’t guarantee that changes can be made after an order is placed. Reach out to our team within 12 hours if you notice a mistake, and be sure to carefully review the engraving request before finalising your order.
We use a premium diamond-tipped engraving machine to ensure precise, long-lasting detail on every piece.
Engravings are clean, permanent, and subtle — designed to complement the form of the ring without overpowering it.
You can choose to engrave either the inside or outside of the band. Some rings also allow face engraving, depending on the design — options will be shown at checkout.
Please note that there are other hallmarks on the inside of the ring (brand, metal and range).
We offer three signature styles:
Because each engraving is custom-made to your request, all engraved pieces are final sale and cannot be returned or exchanged unless the engraving is incorrect or the item is faulty.
We recommend double-checking your spelling, font choice, and placement before confirming your order.
The Culture Club
Our Culture Club is a loyalty program designed to reward you for shopping, engaging, and being part of our community. Earn points and unlock exclusive perks!
Shop: Earn points for every dollar spent.
Engage: Follow us on socials, refer friends, and celebrate your birthday.
Redeem: Use points for discounts on future purchases.
Member: Welcome Gift, Ring Club Access, Early Access to New Drops, Access to our Exclusive Discord Channel.
Maker: Double Points with every purchase, everything in Member+ Annual Gift, Birthday Reward, Access to Private Sales, Free Domestic Shipping.
Insider: Triple Points with every purchase, everything in Maker + Free Engraving, Free Signature Metal Jewellery Box, Access to Exclusive Insider Ring* (Ring is made to order).
All Tiers: Redeem your points for Gift Cards (150 Points = $15AUD) - simply log in to access your perks whilst you shop, it will automatically add VIP codes at checkout.
Simply create an account, and you’ll start earning points from your very first purchase.
Sign Up Here.
Made to order
Discover jewellery crafted with purpose. These pieces are made especially for you. That means we don’t start crafting it until your order is placed.
Every detail—cut, cast, polish—is done by hand in our workshop, using age-old techniques and premium recycled metals.
It’s slower, but that’s the point.
It means we craft the piece from scratch once you place your order. Unlike ready-to-ship items, there’s no stock sitting in a warehouse. It’s yours from the first moment it's crafted.
Each piece goes through a multi-step process—wax carving, casting, polishing, and quality checks. This takes time, and we wouldn’t have it any other way.
At this stage, our Made to Order pieces are pre-moulded, but custom work may be available on special request.
Engravings are still available on these pieces.
Because these pieces are made specifically for you, we currently don’t accept returns/refunds unless the item is faulty. Make sure to check sizing before placing your order. We will send a Ring Sizer Kit with all Made-to-Order purchases to ensure your ring is the Perfect Fit prior to it being made. Made-to-Order returns may be available for a store credit; however, this is at the discretion of the customer support team.
We’ve got you covered! Our signature pieces are available for same-day dispatch if ordered before 11 am AEST, Monday to Friday.
Delays are rare, but if they occur, we’ll keep you informed every step of the way. Our team ensures that every piece is worth the wait, and we’re always here to assist with any updates or any questions about your order.
Our Made-to-Order process prioritise sustainability by reducing overproduction and waste. Instead of creating excess stock, we craft each piece based on demand.
If you’d like to try pieces from the made to order range—our flagship store on the Gold Coast has a select range for you to try on.
The Ring Club
The Ring Club is an exclusive monthly release for our Culture Club Members. Each month, we unveil a single, meticulously crafted ring design that is available for only 48 hours. These designs are created in extremely limited quantities, making them true collector’s pieces.
No. Only Culture Club Members can purchase Ring Club designs. If you’re not yet a member, join the Culture Club to gain access to these exclusive releases and other member benefits.
Unfortunately, once the release window closes, the design will no longer be available.We recommend marking your calendar and subscribing to our notifications so you never miss a release.
As each ring is made to order, production takes approximately 3-5 weeks. You will receive updates on your order’s progress along the way.
Please triple check your ring size before purchasing any Ring Club styles. Ring Club is made-to-order so if you ordered the wrong size and realise soon after placing your order, contact our Customer Service team ASAP and they may be able to fix your order details. We can’t guarantee that we can amend orders post-purchase, but please reach out and we’ll see what we can do.
Joining is simple! You can join the club by signing up to our email newsletter or creating a profile. Membership grants you access to the Ring Club and other exclusive benefits, including early access to new collections and special offers.
The designs are unveiled exclusively to Culture Club Members at the start of each release.
We will also post sneak peeks, previews and let you have a say on upcoming release in our broadcast channel on Instagram
Jewellery & Care
Every piece is handcrafted from high-quality, sustainable materials, including:
Sterling silver naturally oxidises over time, but it’s easy to maintain. Wear your pieces often,store them in a dry place, and occasionally polish them with a soft cloth to keep them shining.
You absolutely can, however we recommend removing your jewellery before swimming, showering, or applying lotions and perfumes to prolong its life.
A quick note - your hands shrink when exposed to cooler temperatures, so be cautious that your rings don't fall off while in the surf.
To restore shine:
Use our soft jewellery polishing cloth to remove oxidation that is provided in your order.
For a deeper clean, mix warm water with mild soap, gently scrub with a soft toothbrush, then dry thoroughly..
Warranty & repairs
Every piece is covered by our 24-month craftsmanship guarantee, plus access to our lifetime repair service (at cost price + shipping)
It covers any manufacturing faults — like loose settings, faulty clasps, poor soldering, or excessive tarnishing. It doesn’t cover wear and tear, oxidation, or accidental damage.
Yes — we offer a lifetime repair service. You’ll just pay a fair repair fee (typically $10–70 AUD) plus shipping. We cover re-plating, polishing, reshaping, resizing (on select rings), and more.
We don’t cover lost or stolen items, incorrect sizing (unless we sent the wrong one), scratches from wear, or damage from misuse. But we’ll always do our best to offer support or a fair solution.
Just email us at support@merchantsofthesun.com.au with your order number, photos of the issue, and a short description of what happened. Our team will assess it and let you know the next steps.
In most cases, yes. Once your claim is approved, we’ll send return instructions. If it qualifies for a repair or replacement, it will either be repaired by our in-house team or shipped to our Bali atelier.
Please keep in mind repairs (depending on the service) have a lead time of roughly 2-8 weeks, we will ensure to keep you updated throughout the process.
MERCHANTS SHIPPING PROTECTION
Merchants Shipping Protection is a service that provides coverage for lost, stolen, and damaged items during transit. Please note that this is not an insurance service.
Please email our team the following information.
Order Number
Tracking Number
Supporting Documents for claim
support@merchantsofthesun.com.au.
Merchants Shipping Protection is not an insurance policy. It’s our direct commitment to replace or refund your jewellery order if it’s lost, stolen, or damaged in transit. To keep this fair for everyone, the following conditions apply:
Reach out at support@merchantsofthesun.com.au, and we’ll sort it quickly.
For damaged orders, order issues must be filed within 30 days of the delivery date. If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city ordinances and dispose of it properly. The customer does not need to ship it back to us unless we indicate otherwise.
We hope this information helps you understand the terms and conditions for using Merchants Shipping Protection.
ORDERS & PAYMENTS
We accept all major credit cards (Visa, Mastercard, AMEX), PayPal, Apple Pay, Google Pay, and Afterpay (for Australian customers), so you can split your purchase into interest-free payments.
We aim to ship orders as quickly as possible, so once your order is placed, we can’t guarantee changes. However, if you reach out to support@merchantsofthesun.com.au within a few hours, we’ll do our best to assist.
Yes! Our digital gift cards are the perfect option if you’re unsure what to choose. They’re available in multiple denominations and delivered instantly via email—no waste, no waiting. We also offer a premium physical metal gift card, with detailed engravings. Perfect for gifting. Feel free to reach out to support@merchantsofthesun.com.au to add a personalised message for a sentimental touch.
We take great care in packing orders, but if something isn’t right, let us know at support@merchantsofthesun.com.au within 48 hours of delivery, and we’ll make it right.
Every piece we make comes with the service to match. If you’ve got a question or need help, our customer support team is just a message away. We'll get back to your enquiry within 1 business day.
