Frequently Asked Questions
A few of the things I'm regularly asked about HerbertandWilks jewellery — from sizing and trying pieces on to remodelling old jewellery, shipping and returns.
If you can't find the answer you're looking for, just get in touch.
What makes HerbertandWilks jewellery different?
HerbertandWilks jewellery is designed from my small studio in Mt Eden, Auckland, and made in small batches — sometimes as just one piece.
I'm drawn to texture, organic shapes and the marks left behind by making. You'll see carved lines, softened edges, casting texture and surfaces that aren't perfectly uniform. I rather like those small irregularities. They're part of what makes a piece feel individual.
The result is jewellery with a bit of character — distinctive enough to be interesting, but easy enough to wear every day.
Is HerbertandWilks jewellery made for everyday wear?
Yes. That's very much the idea.
I make jewellery to be worn rather than kept tucked away for best. It should work just as happily with what you're wearing to work as it does going out for dinner or wandering around a Saturday market.
Some pieces are naturally more delicate than others, particularly those with gemstones or finer details, so a little common-sense care still helps.
Will my jewellery look exactly like the photographs?
It will be very close, but there may be small differences.
Much of my work is individually cast and finished by hand, so texture, shape and surface can vary slightly from piece to piece. Natural gemstones also have their own variations in colour and markings.
I don't try to remove every sign of the making process. Those little differences are part of the jewellery, not faults.
Can I see or try the jewellery on before I buy?
Yes.
My studio is in Mt Eden, Auckland, and you're welcome to arrange a time to come in, try pieces on and see them in person.
This can be particularly useful if you're deciding between sizes, wondering how substantial a piece feels, or simply want to see how something sits when it's worn.
I can also measure your ring size while you're here or talk through a remodelling or custom project.
Email sally.h@herbertandwilks.co.nz to arrange a visit.
HerbertandWilks jewellery can also be found at selected galleries around New Zealand.
I'm not sure what ring or bangle size I need. Can you help?
Yes — and it's worth checking rather than guessing.
You can visit me in Mt Eden to be measured, ask a local jeweller to check your size, or use my online Jewellery Size Guide.
The width of a ring can make a difference too. A wide band generally feels more snug than a fine one, so if you're between sizes or aren't sure, get in touch before ordering.
[View the Jewellery Size Guide →]
What if the ring size I need isn't shown online?
Ask me.
Many of my rings can be made in other sizes, although it depends on the design.
If I make or alter a ring specifically to your requested size, it becomes a customised piece and can't be returned or exchanged simply because you change your mind.
Is the jewellery ready to ship or made to order?
You'll find a mixture of both.
Some pieces are already sitting here in the studio ready to go, while others are made after you place your order.
The product page will tell you which applies.
Ready-to-wear jewellery is generally dispatched within 1–3 business days. Made-to-order pieces take a little longer because, quite literally, I still need to make them.
The expected timeframe will be shown on the product page.
Can you make one of your designs in a different metal, stone or size?
Often I can.
If you've found a design you like but would prefer a different gemstone, metal or size, send me a message and I'll let you know what's possible.
Once a piece is changed specifically for you — perhaps a different stone, special metal, engraving or non-standard size — it's considered customised and can't be returned or exchanged for change of mind.
Can you remodel jewellery I already own?
Yes. In fact, this is something I really enjoy doing.
You might have an inherited ring, jewellery you were given years ago, broken pieces tucked away in a drawer, or something that's perfectly good but simply isn't you anymore.
Rather than leaving it unworn, we can look at whether it can become something you'll actually enjoy wearing.
You don't need to arrive with a finished design in mind. Bring me the jewellery and tell me what you like, what you don't like and how you'd like to wear it. That's usually plenty to get us started.
[Find out more about jewellery remodelling →]
Can you remodel sterling silver as well as gold?
Yes.
Remodelling doesn't have to mean gold.
I also work with sterling silver, so if you have a silver piece with sentimental value — or simply something you'd rather be wearing than storing — I'm happy to have a look at it.
Not every piece of metal can be melted down and directly reused, but there are often other ways of incorporating, altering or redesigning what you already have.
Can you reuse my gemstones?
Often, yes.
Stones from older jewellery can frequently be removed and used in a new piece, provided they're in suitable condition.
I'll look at what you have first and talk through what is sensible before any work begins. Some stones cope with being reset better than others, particularly if they're older or already damaged.
Where do you ship, and how long does delivery take?
I currently ship to New Zealand, Australia, Canada and the United States.
New Zealand: Free tracked shipping. Delivery is generally 1–3 business days after dispatch, with an extra 1–2 days for rural addresses.
Australia: Generally 3–7 business days after dispatch.
USA & Canada: Generally 5–10 business days after dispatch.
These are delivery times once your parcel leaves the studio. If you've ordered something made-to-order, the making time comes first.
[Read more about Shipping & Delivery →]
Will I have to pay international customs or import taxes?
Possibly.
Orders sent outside New Zealand may attract local import duties, taxes or customs charges when they arrive.
Those charges are set by your own country's authorities and are the customer's responsibility.
How should I look after my HerbertandWilks jewellery?
Jewellery is made to be worn, but it will thank you for a little care.
Take it off for gardening, housework, swimming, showering and other jobs where it's likely to get knocked about. Perfume, hairspray and cosmetics are best applied before your jewellery goes on.
Silver naturally tarnishes, bronze gradually develops its own patina, and oxidised and plated finishes need slightly different care.
I've put together more detailed care information for the different metals, finishes and gemstones I use.
[Read the Jewellery Care Guide →]
What is your return and exchange policy?
If a ready-made piece isn't quite right, contact me within 14 days of receiving your order.
Provided it is unworn, unused and still in its original condition and packaging, it can be exchanged or returned for store credit.
I don't offer refunds simply because you've changed your mind.
Made-to-order, customised, resized or altered jewellery can't be returned or exchanged for change of mind. Pierced earrings also can't be returned or exchanged for hygiene reasons unless they're faulty.
Return postage for a change-of-mind exchange or store credit is the customer's responsibility.
[Read the full Returns & Exchanges policy →]
What if my jewellery arrives damaged or develops a fault?
Please get in touch.
Faulty jewellery is dealt with separately from a change-of-mind return, so contact me before sending anything back.
I'll look at what has happened and work out the appropriate next step, whether that's a repair, replacement or refund where required.
Your rights under the New Zealand Consumer Guarantees Act still apply.
[Read more about Warranty & Aftercare →]
Still not sure?
Send me an email.
Whether you're wondering about a ring size, trying to choose between two pairs of earrings, have old jewellery you'd like to do something with, or simply want to know if a piece will work for you, I'm happy to help.