Online Orders, Shipping & Delivery +

When can I expect to receive my online order?

We parcel all online orders as quickly as possible and deliver through AusPost.

For shipping and delivery times of online orders, read here.

If you opt for Click & Collect, your parcel will be ready for collection in store within two hours (sometimes sooner). You will receive an email when your parcel is ready for collection.

Please note that once the parcel has been collected by AusPost, it is out of our hands. Both domestic and international order shipping time frames may be subject to change due to obstacles out of our control.

How much is postage?

For all domestic and international orders over $99.00, you will receive free shipping. A gift from us to you!

For domestic orders in Australia, express shipping is $10.00.

For orders to New Zealand, express shipping is $15.00. And for all international orders, express shipping is $25.00.

I’m wanting to order an engagement ring online, but am nervous about it going through the post. Will it be insured?

We completely understand! All online orders over $350.00 are insured with transit cover. This insurance covers parcels which are deemed to be lost in transit by Australia Post, or damaged in the transit process.

Do you ship internationally?

We do! Read more about shipping and delivery here.

I live locally to your boutique but don’t have time to shop in store, can I pay over the phone and just pick it up?

We don’t take payments over the phone but don’t worry! Click & Collect is even quicker and easier.

What is Click & Collect?

Click & Collect is a service that we offer for customers who live locally, but prefer to shop online. It means that you can place an order through our webstore, then collect it (already parcelled up) from our James Street boutique.

It’s the perfect option for when you’re gifting on the go, have a day full of errands, or if you need a friend to pick something up for you!

Simply opt for Click & Collect online and your parcel will be ready to collect within two hours (sometimes even sooner).

Please note that as Click & Collect orders are dependant on the opening hours of our store, orders are only available for collection during our boutique business hours.

If I choose Click & Collect, how long will you hold my order?

We will hold your order indefinitely, however it is a service in place for items to be collected quickly and easily.

If it has been a while and your parcel is looking a little lonely, we may be in contact to make sure that you haven’t forgotten.

Payments (Lay-by, Afterpay, ZipPay) +

Can I lay-by a purchase in store?

You can! Lay-by is available exclusively in store for items over $300 on a three month term and must be paid in full by the completion of this term. To read about our lay-by policy, read here.

Do you offer AfterPay or Zip Pay?

We do! We offer both AfterPay and Zip Pay for in store & online orders. If you’re shopping online, simply opt for Zip Pay or AfterPay at checkout. If you’re shopping in store, ensure that you have the AfterPay/Zip Pay app as well as an account set up, then simply request for this process at the checkout.

Please note that AfterPay is only available on product purchases up to $1000.

Can I place items on hold?

We allow holds for vintage and vintage ceremonial pieces for up to 48 hours.

Returns/Exchanges +

What is your return policy?

We offer exchanges for change of mind on all items excluding sale items, earrings and fragrances.

Where possible, we will offer to repair any items deemed faulty or offer an exchange. If your item is unable to be repaired or replaced for any reason, you will receive a full refund (less any shipping and handling costs).

You can read about our return policy in full here.

Am I able to return any type of products?

We do not accept change of mind returns for any sale items, earrings, or fragrances.

Can I return or exchange an online order at your store?

You are able to return your online purchases to us in store, dependant on our returns policy, within 14 days of your date of purchase. You must provide proof of this purchase.

Please first read our returns policy to determine if your piece is eligible to be returned or exchanged.

Our boutique is open seven days a week and can be contacted via phone on 07 3252 9850 or via the email address jamesstreet@moltenstore.com.

Find our boutique's opening hours here.

Why do I need to provide proof of purchase?

To process a return or exchange in store, we require our customers to provide proof of purchase. We need these to verify your purchase and the date of your purchase before we can process a return or exchange. We accept these in the form of emailed receipts, printed receipts and bank statements.

Jewellery +

Where is your jewellery made? What is it made from?

We offer three categories of jewellery: newly made, vintage and ceremonial.

Our vintage and ceremonial jewellery is forged in a range of precious metals. As we acquire the jewellery directly from antique fairs, estate sales and antique stores, we are unaware of where the pieces were originally made. They are refurbished to their original lustre by our jewellery team in our Brisbane Studio.

Our newly made jewellery is made from recycled Australian precious metals. We collect old jewellery that doesn’t get sold in our vintage collections. We send these materials to a refinery in Queensland, where the metal is recycled. We then send the recycled metal to our Bangkok Studio where the final products are completed.

How should I take care of my jewellery?

Jewellery care is specific to the care requirements of individual pieces. The care requirements differ between metal composition, as well as stones. We offer jewellery in a range of materials, so it is best to familiarise yourself with the materials of your particular piece to determine the most appropriate care protocol.

We’ve broken it down in our jewellery care page, which you can read in full here.

Unsure of what your piece is made from? Find their detailed material listings in their product description online. Still unsure? Contact us.

My jewellery was listed as solid gold, but is becoming discoloured! What do I do?

Don’t worry! It sounds as though the metal has had a reaction with something it has come into contact with - resulting in a marking on your skin or on the piece itself.

Sometimes, the natural oils in our skin can react poorly with certain metals. It can be affected by sweat, chemicals, soaps, products, or even what we’ve eaten that day. It happens to the best of us!

Try removing the discolouration from the piece with a soft polishing cloth. If you have any further concerns, feel free to contact us.

Can your rings be resized?

We love to help you find your perfect fit! We offer ring resizing exclusively for a selection of our vintage pieces. We offer free ring resizing for eligible vintage pieces over $350, completed by our team in Brisbane, Australia.

Please note that their ability to be resized is dependant on the metal and stones of the individual pieces. This means that not all vintage rings are able to be resized. This will be made clear in their online product descriptions.

Read more about ring resizing here.

How do I figure out my ring size?

If you’re local to our James Street store, come say hello & we can help determine your size in store!

If you’ve booked an appointment at The Annex, your size can be determined with our team there also.

Shopping online? Simply follow our guide to determine it for yourself at home!

Are your earrings sold as singles or as pairs?

For most of our earrings, we sell them as pairs. We sometimes sell single vintage earrings, and this will be made clear in their product descriptions online.

Does your jewellery come with a warranty?

We don’t give a traditional warranty for our vintage pieces as we aren’t the original makers of the jewellery.

However our vintage pieces have been personally refurbished by our jewellery team to like-new condition. We carefully select pieces that have already stood the test of time so that we can be confident that they will continue to do so. If there is ever an issue with a vintage piece from Molten Store, we will endeavour to help in any way that we can.

Vintage Jewellery +

Where do you get your vintage from?

We source our vintage directly from antique fairs, estate sales, and rural antique stores. We often find that the further out we go, the more amazing pieces we find!

To read more about our vintage process, read here.

Are your pieces vintage style or actual vintage? Do you sell antique jewellery?

We source, refurbish and sell true vintage jewellery. This means that the items are not made new in vintage style, but have truly lived their own lives before falling into our hands.

The term ‘vintage’ includes many eras and decades, both old and more recent. The majority of our vintage pieces have been made within the last 100 years, though it is hard to accurately pinpoint the year they were made (sourcing this information is reliant on the jewellery’s hallmarks). ‘Antique’ jewellery refers to pieces that are 100 years old, or older. Occasionally, we do come across amazing pieces of this description, that we sell as part of our vintage collections. If we know that a piece is over a century old, this will be made clear in the online product description.

What eras are your vintage from?

Determining the exact age of vintage jewellery is reliant on the breadth of its hallmarks. We list the year that the jewellery was made when possible, however most pieces do not carry hallmarks that are indicative of this.

However, we know that the majority of our vintage jewellery has been made within the last century.

Do you alter the vintage or is it the same as it originally was?

For our vintage collections, we refurbish our vintage jewellery in our Brisbane studio - returning it to its original lustre and shine. We do not alter their original state, other than the refurbishing process or the occasional stone replacement.

For vintage pieces that aren’t able to be sold in their original state, we recycle their materials. Stones are collected for repurposing, while the precious metals are sent to a local refinery in Australia. The materials are then used to craft our newly made jewellery.

Are you getting more vintage pieces with sapphires/opals/white gold, etc?

We are constantly sourcing beautiful vintage pieces with different features and materials. Who knows, your dream piece might already be on the way!

However, if you’re on the hunt for something special that we don’t already have on offer, let us know and we will keep a close eye out while we’re on our next vintage hunt.

Contact us and we will do our best!

Ceremonial +

How do I figure out my ring size?

If you’re local to our James Street boutique, feel free to stop by to have your size determined by one of our friendly staff members. Otherwise, we have made a ring size guide to make things extra easy!

What is a valuation certificate?

A valuation certificate is a document that states the value of a piece in relation to current market conditions. To learn more about valuation certificates, read here.

Custom +

Any chance you’ll be offering custom orders from recycled materials? I’ve got a gemstone with no setting and I can’t find a jeweller I love.

We will and we do! Book an appointment at our Annex to see if we can make your dream piece with your beloved stones.

How do I get a custom piece made?

Simply book an appointment at our Annex to discuss your custom jewellery dreams!

Our Annex +

What is The Annex?

The Annex is an inviting, relaxed and intimate setting for our bespoke and engagement appointments.

It is our Hamilton-based haven, the neighbour to our jewellery studio and head office. We like to think of it as the heart of the business.

How is it different to your boutique?

Our James Street boutique is the home of all of our products, including newly made jewellery, vintage jewellery, vintage ceremonial jewellery and fragrances.

Our Annex is where we hold our custom appointments, in which we meet with customers who want to discuss having their dream piece custom made. Have an heirloom stone that you want transformed? The Annex is for you!

Do I need to have an appointment to visit The Annex? How do I make one?

You do need an appointment to visit The Annex. This is to ensure that our in house experts are ready to meet with you, and that the rosé is perfectly chilled. You can book here.

If I book an appointment at The Annex, am I obliged to make a purchase?

Not at all! All appointments at The Annex are entirely obligation free.

Fragrance +

Are your fragrances cruelty free?

Our fragrances are vegan and cruelty free.