FAQs

Getting your orders to you as soon as possible is our priority. Orders placed between Monday - Friday, before 1pm will be shipped the same day. Engraving orders take a little longer to prepare for you - please allow an additional 24 hours for these to be dispatched. You can visit our shipping page on for more information around carriers and regions.

Yes! You will receive a tracking number via email once your parcel has been dispatched from our studio. All items shipped will require signature upon delivery.

Please review your order carefully before completing your purchase.

As we process orders quickly, we're unable to cancel, modify, add or remove items once an order has been placed. This includes changes to sizes, colours, quantities, products, and delivery details.

If you've made an error with your shipping address, please contact our Customer Care team as soon as possible. While we'll do our best to assist before your order is dispatched, we cannot guarantee that address changes can be made once processing has begun.

If you've entered an incorrect shipping address, please contact our Customer Care team immediately. We'll do our best to update your address before your order is packed and dispatched, however we cannot guarantee changes can be made once an order has been placed.

Once your order has been dispatched, we're unable to change the delivery address.

We accept Visa, Mastercard, PayPal, AfterPay, ClearPay, Klarna and Laybuy (for New Zealand customers). Please note that Afterpay and Klarna are available for AU & NZ customers only. Read more about the Terms and Conditions for Afterpay & Klarna.

Once you’re in your cart, you’ll see a summary of your items. Just below that, there’s a field to enter your discount code or gift card number. Pop your code in, hit apply, and your updated total will appear automatically.

We ship all over the world excluding some selected countries.

We hope you love your pieces. If they aren’t quite right, please lodge your return within 30 days of the purchase date. We offer a credit voucher or refund for all full priced items that are unworn and in original condition and packaging. Please note, for hygiene reasons, we aren’t able to accept returns on earrings. Due to their bespoke nature, engraved jewellery can also not be returned.

For more information and to lodge your return, please visit our returns page.

To lodge your return, please visit our returns portal.

1. Be sure to have your order number and email used ready
2. Go through the steps on the return portal and click print ticket
3. Wrap the parcel securely, head to the post office and ship to the address on your ticket
   

At Kirstin Ash, we take pride in premium, responsible materials that are designed for longevity. Our collection includes pieces in 9K carat gold, 18K gold vermeil, 18k gold plate and 925 sterling silver. You can pick from a variety of gems and semi-precious stones, sourced from conflict-free areas and in conformance with United Nations resolutions.

By industry standard, our jewellery is hypoallergenic and does not contain nickel. However, traces of it may be present due to machinery, cross contamination, and other factors. Please contact our customer care staff if you have any questions or concerns - we’d be glad to help you.

We believe wholeheartedly in the quality and durability of our jewellery, although it does need looking after. To learn more about how to best care for your pieces, please visit our care guide on.

Yes! Many of our pieces are engravable. We offer engraving on these pieces as a complimentary service. Explore our range of engravable jewellery here.

Choose any piece from our engraving edit and click ‘ENGRAVE’ to begin. You’ll be able to personalise your jewellery with text, dates, coordinates, or symbols - and select your preferred font and placement. A preview will appear so you can see exactly how it will look before placing your order.

Need a little inspiration? Here are a few of our favourite ideas below

• A meaningful date
• A meaningful time
• A meaningful location: Location name or coordinates
• A nickname
• Family members names
• Pets name
• Quotes

Each piece has its own story - and its own fit. You’ll find detailed sizing notes in the product details section on every product page, just beneath the ‘Add To Bag’ button. For necklaces and bracelets, we include chain lengths and adjustability; for rings, we’ve created a comprehensive guide to help you find your perfect fit.Please email or call us on hello@kirstinash.com or +61 2 7908 4115 for any support with this process.

We know how important it is to find the right fit - especially for something you’ll wear every day. You can measure the circumference of your finger using a piece of string, then compare it to a ruler in millimetres. Or, if you already have a ring that fits well, measuring its inner diameter works just as well.

Our plated rings follow US sizing, while our 9K solid gold styles use AU sizing.

We offer a range of necklace lengths to suit your style - whether you're layering or wearing a piece on its own. Each necklace features adjustable lengths, so you can find the fit that feels just right.
If you tend to wear high necklines, a slightly longer chain will help your piece sit below the collar. Prefer a lower neckline? A shorter length might feel more balanced. And when it comes to layering, mixing lengths, textures, and styles creates a look that’s uniquely yours.
For reference:
- Chokers and chain styles sit at 15–16”
- Pendants are typically 16–18” or 18–20”

If you’d prefer to see everything in one place, you can explore our full sizing guide here.

Our pieces are made to be worn and loved every day - and we stand by their quality. All plated and sterling silver jewellery comes with a 6-month warranty, and our solid gold pieces are covered for 12 months from the date of purchase.

This covers any unexpected manufacturing faults or defects. While everyday wear, accidental damage, or loss aren’t covered, we’re always here to help guide you through care tips and next steps.

For more details, you can visit our Warranty Page or Care Guide to keep your pieces looking their best.

Please note: Our warranty applies to purchases made through kirstinash.com. If your jewellery was purchased through one of our wonderful stockists, we recommend reaching out to them directly for support.

Manufacturing faults and material or workmanship defects.

Accidental loss and general wear and tear.

Just email us at hello@kirstinash.com with

1. Your order number or proof of purchase
2. A short note on what’s happened
3. A couple of clear photos

In most cases, we’ll ask you to send the piece back so we can take a closer look and help from there. We are here to help - and we’ll do our best to find a solution.

Yes, you can. Simply enter their address at checkout and we’ll take care of the rest. To make it feel even more personal, you can leave a handwritten message in the Add Order Request box at checkout - we’ll write it on a Kirstin Ash postcard and include it in their parcel.

Prefer something digital? You can add a personalised gift note which we will send via email or SMS either immediately after purchase, on delivery or at a later date chosen by you. Simply click the ADD A GIFT MESSAGE button in your cart, and fill in the details - we’ll handle the rest!

Absolutely. Sometimes the most meaningful gift is the freedom to choose something they truly love. Our digital gift cards can be sent straight to their inbox instantly - or scheduled to arrive at just the right moment. They’re easy to use, have no extra fees, and can be enjoyed across multiple orders.
Please note: Gift cards are currently redeemable on our Australian website only.

While we don’t offer traditional gift wrapping, we’ve put a lot of love into our packaging so it feels special. Many of our customers choose to keep their Kirstin Ash boxes - we hope the unboxing feels just as beautiful as what’s inside.

If you have any questions or need a hand with any of the above, our team is here to help. Just send us an email at hello@kirstinash.com - we’d love to hear from you.

We are delighted to be stocked by valued stockists across Australia and New Zealand. To explore our range in person, please refer to the Store Locator (https://au.kirstinash.com/pages/store-locator) to find your closest stockist. Please note, stockists curate their range based on what they believe their customers will love most, so may not hold the full range you see on our website. Unfortunately we cannot inform you on the exact stock that each stockists currently hold. If you know what you’re looking for, it’s worth calling the stockist directly before visiting them.

Need more help? Please get in touch on hello@kirstinash.com or +61 2 7908 4115

At Kirstin Ash, we’re committed to creating jewellery that’s thoughtful - in both design and impact. While we’re not perfect, we’re taking ongoing steps to reduce our footprint, from using recycled materials to rethinking our packaging and production.
It’s a journey, and we’re here for the long run.

Read more about what we’re doing here.