FAQ
SHIPPING
Keiko Uno Jewellery offers complimentary shipping on all orders to any destination in Australia, including PO boxes. For security reasons, a signature is required for all deliveries.
If you require your purchase to be delivered by or on a specified date, please let us know and we will endeavour to have it there at that time.
Any delivery date or time specified by us is a best estimate only and Keiko Uno Jewellery will not be liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery.
Once your order is dispatched we will send you an email with your parcel’s tracking details.
We endeavour to do our best to send your order to you as quickly as possible. Please note however, due to the bespoke nature of Keiko Uno Jewellery, items that are made to order may take up to 6-8 weeks to ship. To enquire about the production time on your selection, please contact us at: info@keiko-jewellery.com
Currently, our webpage is not set up to process orders for international shipping. For international shipping enquiries, please contact us at: info@keiko-jewellery.com
Please note that any duty and taxes that may be levied in the country of destination are the responsibility of the customer.
Delivery Confirmation and Tracking
All orders placed with Keiko Uno Jewellery are subject to the customer agreeing to our terms and conditions.
Keiko Uno Jewellery will not be responsible for any lost shipment due to an incorrect or incomplete address supplied by the customer. All orders are shipped with a tracking number. By placing an order with us, you agree to use the shipping company’s tracking and delivery information as the final determinant in assessing whether or not your package was delivered.
Shipping costs cannot be refunded.
RETURNS
We want you to be satisfied with your purchase.
If for any reason you are not satisfied with your purchase, you may return it within 14days of delivery for a full refund, credit or exchange, subject to meeting the requirements of our refund policy.
For items purchased from our retail representatives, please refer to their returns policy.
To process a return please email sales@keiko-jewellery.com with your contact and order details, and reason for return.
Ship the return package to:
Keiko Uno
PO Box 6054
Swanbourne
WA 6010
Australia
All return shipping charges must be pre-paid. We cannot accept cash on delivery returns. We strongly recommend that you use a registered postal service, together with any other necessary safeguards, to return your items to us, as we are not responsible for items that do not reach us, or that are damaged during transit to us.
To safeguard against damage, please take care to re-package the items as they were received, including returning them in their original packaging.
All returns are subject to inspection by our Quality Assurance team before a refund is processed. We refund you the same way that you initially paid for your order, excluding our shipping costs, within 15 business days of receiving your returned item.
For items we don’t normally stock, such as extra large or extra small sizings, or special gemstone or special finish requests, we are unable to offer refunds. Please contact us prior to placing your order to confirm whether your order would qualify for a refund: info@keiko-jewellery.com
Refund Policy
Jewellery must be returned in ‘as new condition’ and accompanied by proof of purchase and original packaging.
Definition of ‘As New Condition’: The item must not have been worn; the item must be in pristine condition with no damage, scratches, or signs of wear. Determination of an item matching the definition of ‘As New Condition’ is at the sole discretion of the Keiko Uno Jewellery Quality Assurance Team.
For special order items, in other words, for items we don’t normally stock, such as extra large or extra small sizings, or special gemstone or special finish requests, we are unable to offer refunds. Please contact us prior to placing your order to confirm whether your order would qualify for a refund: info@keiko-jewellery.com
GIFT PRESENTATION AND PERSONAL MESSAGES
All purchases come gift wrapped with our compliments in Keiko Uno Jewellery branded packaging. For items/orders over $600, you will receive a complimentary Keiko Uno Jewellery branded jewellery travel case, while stocks last.
Keiko Uno Jewellery travel jewellery case
If you would like us to include a personal message from you to your gift recipient, please include your instructions at check out in the ‘Order Notes’ box.
PRODUCT CARE
Professional cleaning and regular servicing is recommended. Timeworn prongs and clasps can result in the loss of a stone or an entire piece of jewellery. Insurance companies often require jewellery to be serviced every two years, however you may require even more frequent servicing depending on the design and your usage.
We offer one complimentary service on your Keiko Uno Jewellery within the first two years of purchase. Please contact us to arrange: info@keiko-jewellery.com
As with all jewellery, please take care when wearing your Keiko Uno Jewellery piece. If it is dropped or mishandled, stones may fall out or the piece may break. Keiko Uno Jewellery cannot take responsibility for any breakages or loss that occur through mishandling.
Please take care when using personal items such as lotions or perfumes as some materials can react to these items, which may results in damage.
Silver Jewellery
Keiko Uno Jewellery only uses solid sterling silver for our silver collections. With proper care, your silver will retain its beauty and character for years to come.
Sterling silver tarnishes, especially when exposed to salt and products containing sulfur, such as rubber bands and some papers.
To clean, only use your Keiko Uno Jewellery polishing cloth provided with your purchase, or another quality brand’s polishing cloth. Avoid using ‘dip polishes’, as this can damage delicate gemstones such as pearls and opals, and remove metal finishes.
Gently wipe the polishing cloth over the surface of the jewellery a few times to remove the tarnish.
For silver jewellery with metal finishes (e.g. black rhodium, rose gold, yellow gold), take care not to rub vigorously or clean unnecessarily, as this will remove the finish.
Between wearings, store your clean and dry jewellery in the packaging we provided. Do not store with other pieces of jewellery as this may cause abrasion.
Gold, Platinum Jewellery
Between professional servicing, most gold and platinum jewellery can be maintained with your Keiko Uno Jewellery, or another quality brand’s, polishing cloth. Examine your jewellery regularly to make sure settings are snug and clasps are secure.
Avoid exposing gold jewellery to household bleach, which will quickly cause gold to discolour and possibly disintegrate.
Jewellery storage is important. At the time of purchase, all Keiko Uno Jewellery pieces are gift wrapped in a protective box, case or tarnish-resistant pouch. Between wearings, we recommend that you place your clean and dry jewellery back in its original case or another suitably lined box or pouch.
Gemstones
Certain basic precautions should be taken with all of your jewellery. However, some gemstones, as outlined in this section, require special care.
Take care to protect your jewellery from impact against hard surfaces and avoid contact with abrasive surfaces. Even a diamond can chip if hit with enough force or at just the right angle.
Many stones such as amethyst, emerald, kunzite, opal, pearl, peridot, tanzanite and tourmaline are very delicate and easily abraded. Gemstones can scratch other gemstones and wear away at precious metals. Therefore, avoid stacking those rings and bracelets that would be vulnerable to such abrasion. Extreme temperatures, perfumes, cosmetics, ultrasonic cleaning and household chemicals can also damage jewellery.
Accessories
While our jewellery is inspired by the ocean, our creations should not be worn in water.
As every accessory line is different, to find out more about how best to care for your Keiko Uno Jewellery purchase, please contact us: info@keiko-jewellery.com
SIZING
Rings
Most rings can easily be re-sized up or down a couple of sizes. A one-time re-sizing is provided as a complimentary service.
If you’re unsure of your Australian finger size, please place a ruler above your ring at the centre of the ring to measure the inner diameter, ie from inner edge to inner edge.
The design/width of rings can impact on the fit. We will use the finger size or inner diameter measurement you provide to determine the best fit for the ring design you select. If you are in between sizes, please select the larger size.
In certain circumstances when we are unable to re-size due to the design or materials used, we will offer a complimentary size replacement.
We’re here to help, so for any sizing queries, please contact us: info@keiko-jewellery.com
Chains
All our silver collection pendants come with the chain or cord shown in the photo. For medium to large size pendants, the chain or cord length is 45cm plus an 8cm extension chain. For small size pendants, the chain or cord length is 42cm plus an 5cm extension chain.
If you require a different length of silver chain or cord, please provide us with your instructions at check out. For lengths over 65cm, there may be an additional charge.
Gold chains are not included with our gold collection pendants. If you’d like a complimentary display chain to be included with the pendant, please let us know at check out. Alternatively, if you would like a gold chain, please let us know at check out and we will provide you with a quote.
Bangles
Please provide us with your wrist circumference measured just above the wrist bone using a tape measure. We will use this measurement to determine the best fit for the design you select.
If you are between sizes, please select the smaller size. We offer a complimentary re-sizing or size replacement.
JEWELLERY DIMENSIONS
Bangle – Length (L) is determined by your wrist measurement as we handcraft our bangles to suit your wrist size. Width (W) measures the widest point of the bangle along your wrist. Height (H) measures the thickness of the bangle design that sits above your wrist.
Bracelet – Length (L) is measured including the clasp to indicate the real length of the fastened bracelet. When an extension chain is included, the clasp can be fastened at any point along the extension chain. Width (W) is measured at the widest point. Height (H) indicates the maximum height the bracelet sits above your wrist.
Brooches – Length (L) is measured from top to bottom. Width (W) is measured at the widest point. Height (H) excludes the brooch clasp to give an indication of the maximum height the brooch sits above your clothing.
Cufflinks – Length (L) is measured from top to bottom. Width (W) is measured at the widest point. Height (H) excludes the findings to give an indication of the maximum height the cufflinks sit above your shirt cuff.
Earrings – For drop earrings with hooks or ball studs, the length (L) measurement starts from where hook or ball stud sits into your ear. Width (W) is measured at the widest point. Height (H) is the maximum height the earrings sit above the line of your ear.
Ring – Length (L) is measured from top to bottom of the ring design as it sits along the finger. Width (W) is measured at the widest point across the finger and in certain designs, such as our ‘Fan of the Sea’ band style ring, this measurement is determined by the size of your finger as we handcraft our rings to suit you. Height (H) indicates the maximum height the ring sits above your finger.
AVAILABILITY OF PRODUCT
All orders are subject to availability. We will do our very best to supply you with your ordered item. Please note, on occasion items may not be available. In this instance, we will be in touch and offer you a replacement, provide you with a timeframe as to the availability of the item, or provide you with a refund for the unavailable item.
VARIATIONS
Keiko Uno Jewellery is crafted by hand so you may notice some variations in our jewellery. The use of natural gems also means variations in the colour, size, pattern etc of our gemstones and pearls are to be expected.
Among our popular gemstones, opals and baroque pearls can show the most variation. All the opals we use are natural Australian doublet opals, each with their unique colour and pattern, and for free form opals their shape and size is also determined by their environment. All our pearls are also caressed by nature into their one-of-a-kind form and colour.
Given our use of natural gems, we would like to highlight that the images of opal and baroque pearl jewellery shown on our webpage are for reference purposes. If you would like to view the actual gems we have available before committing to your order, please send us a message through the enquiry box at the bottom of each product page or email us at info@keiko-jewellery.com. We also offer a 14-day refund if you are not happy with your purchase.
Keiko Uno hand selects and matches each gem featured in our creations. Her 25-plus years of industry experience and exacting standards ensure each gem is aesthetically suited for the colours and form of the design and that you receive jewels that match the quality and beauty depicted on our webpage.
CREDIT CARD PAYMENTS
Keiko Uno Jewellery uses e-way to process credit card purchases.
BUSINESS AND TRADING NAME
Jewellery by Keiko will appear on your card statement.
Jewellery by Keiko is the trading name of Keiko Uno Pty Ltd atf The Keiko Uno Family Trust ABN 83 984 602 259, 15/88 Broadway, Nedlands WA 6009 Australia.
PRICING
All prices are in Australian Dollar (AUD) and inclusive of GST.
All goods are shipped from Australia, and any duties, fees and / or taxes payable for importation will be payable by the customer.
We make every effort to provide you with the most accurate pricing, however, mistakes do occur, and we must reserve the right to make corrections, adjustments, and/or changes without notice.
GIFT VOUCHERS
Keiko Uno Jewellery gift vouchers can only be used for purchases made via this website and not at our retail representatives.
Gift vouchers expire 12months after purchase. The expiry date is recorded on the voucher.
Please treat Gift Vouchers like cash. The Voucher and Voucher ID must be kept secure. This unique voucher ID is what is used to identify the owner and the amount of credit available to them. Keiko Uno Jewellery is not responsible for lost or stolen vouchers.
Vouchers are non-refundable and cannot be exchanged for cash in part or full.
Your voucher can be redeemed in whole or for part of a payment. Unredeemed values will remain on the voucher, no change will be given.
GOVERNING LAW
By using this website, you are agreeing to the terms and conditions.
This Agreement shall be governed by and construed in accordance with the laws of Western Australia. Any dispute arising under this Agreement shall be settled by arbitration in Perth, Western Australia.
Consent
By placing an order with Keiko Uno Jewellery you are agreeing to our terms and conditions.
We reserve the right to modify our returns policy as our business needs require.
We will post such changes on our web site, after which, your continued use of the web site shall be deemed to be your agreement to the modified terms.