Shopping

Is it safe to order from Fidda & Katina?

Absolutely! We know that trusting a new brand can seem a little risky, but we assure you that our site is safe to place an order. We’re an Australian owned and run business, our company and website have been independently verified by reputable third parties to ensure every order you place with Fidda & Katina is safe and secure.  

Rest assured that we don’t store any credit card details on our servers as this is managed by a trusted third party payment processing facility where specific security standards need to be met. 

Who do I contact if I have any questions?

You can contact us about any query you may have using our contact us form

How do I search for an item online?

You can search for a product using the search bar located on the top section of our website

How do I know if my order has been placed?

Once the payment is processed for your order, you will receive an order confirmation email with the order number. 

If you’ve checked out with your Fidda & Katina account, you can view the order details under the My Orders section in My Account. 

What if I change my mind before receiving my order?

If you change your mind shortly after you've purchased a product, you should contact us immediately and we'll try and accommodate your request. 
In the case the item is in transit, you will have to request an exchange upon receipt of the product. You will have 15 days to request an exchange for your item and return shipping will be at your own cost. 
Please note that no refunds will be given if you have simply changed your mind, ordered the wrong product, found the product cheaper elsewhere, found a better product elsewhere, were aware of the relevant fault before buying the product (such as if the fault was written on the product's tag, or for online purchases, indicated in any photos or descriptions of the item online), damaged the product by misusing it or used the product for a long time and the problem is as a result of usual wear and tear.
Refer to the Returns, Exchanges & Warranty page for further details. 
  • If you change your mind shortly after you've purchased a product, you should contact us immediately and we'll try and accommodate your request. 

  • In the case the item is in transit, you will have to request an exchange upon receipt of the product. You will have 15 days to request an exchange for your item and return shipping will be at your own cost. 

  • Please note that no refunds will be given if you have simply changed your mind, ordered the wrong product, found the product cheaper elsewhere, found a better product elsewhere, were aware of the relevant fault before buying the product (such as if the fault was written on the product's tag, or for online purchases, indicated in any photos or descriptions of the item online), damaged the product by misusing it or used the product for a long time and the problem is as a result of usual wear and tear.

Postage

Do I need to sign for my order?

Yes, all our orders are shipped out using registered post to ensure complete traceability.

Can I have my order delivered to a PO Box?

Yes, since our shipping provider is Australia Post, they will be able to deliver to your PO box.

Do you deliver outside of Australia?

At this point in time we do not cater for shipping outside of Australia. However, if you’re located outside of Australia and you would like to purchase an item from our store, please contact us via our contact us page before placing an order so we can try and assist you. Please note that this may incur additional shipping and handling fees.  

How do I track my order?

Once we have processed and shipped out your order, you will be notified of the tracking number via email.  

If you’ve checked out with your Fidda & Katina account, you can view the order details including the tracking number under the My Orders section in My Account. 

How long does shipping take?

It may take up to 5-10 business days for your order to arrive from the time of placing the order. 
In the case you have opted to resize a ring or other custom work, your order may take a little longer depending on demand.

Do you provide free postage?

Yes, all orders within Australia is free excluding any Extra Cover you may opt in for.   

Can I purchase additional insurance with my postage?

Yes, you can opt in to purchase insurance for any orders within Australia at the time of checkout by selecting Extra Cover.  

What is Extra Cover?

Extra Cover provides you with cover for the specified value of your item (up to $5,000) if your item is lost or damaged while being carried by Australia Post  

For more information, please visit Australia Post's website 

Who is your postage provider?

All of our orders are shipped via Australia Post.

What do I do if I haven’t received my item?

If you haven’t received your order within 5-10 business days, please contact us immediately via our contact us page. Ensure to include your order number, email address and tracking number to help us assist you quicker.  

How will my order be shipped?

All of our products are individually packed in a special Fidda & Katina jewellery packaging box. This is then placed in bubble wrap packaging and shipped to you via Australia Post. As a standard option, the shipping does not include insurance, however you can opt for it for a small fee upon checkout.  

Returns and Exchange

How will my refund be paid?

Your refund will be paid via the same payment method you have purchased the order.

Can I exchange items that I’ve purchased?

Yes, you certainly can! You can request to exchange a product within 15 days upon receipt by contacting us via the Contact Us page and providing your proof of purchase.

Refer to the Returns, Exchanges & Warranty page for further details.

How can I return or exchange my purchase?

You can request to exchange a product within 15 days upon receipt by contacting us via the Contact Us page along with your proof of purchase. Please note that the return shipping will be at your own cost and we request that you send us the merchandise by registered post and that you purchase insurance with your carrier for the value of the merchandise. 

Refer to the Returns, Exchanges & Warranty page for further details. 

What is your return policy?

Please note that no refunds will be given if you have simply changed your mind, ordered the wrong product, found the product cheaper elsewhere, found a better product elsewhere, were aware of the relevant fault before buying the product (such as if the fault was written on the product's tag, or for online purchases, indicated in any photos or descriptions of the item online), damaged the product by misusing it or used the product for a long time and the problem is as a result of usual wear and tear.

Refer to the Returns, Exchanges & Warranty page for further details.

Can I get a refund on my postage costs?

We do not charge to ship the product to you, however if you wish to purchase insurance this will be at your own expense and is non-refundable.

In the case you wish to exchange or need to refund a product, the shipping will be at your own expense and is non-refundable.

Refer to the Returns, Exchanges & Warranty page for further details.

Can I return a sale item?

You can definitely exchange a sale item within 15 days upon receipt however we do not offer refunds based on change of mind or ordered the wrong product.

Refer to the Returns, Exchanges & Warranty page for further details.

Can I return an unwanted gift?

In order to return an unwanted gift, we need to validate the purchase authenticity with a proof of purchase from the original buyer. The same rules apply for regular exchange of an item. You can contact us with the relevant details and we'll reach out to you with the next course of action.

Refer to the Returns, Exchanges & Warranty page for further details.

How long until I get my money back from a return?

Funds should appear in your account after a few days of issuing a refund. We will notify you via email to let you know that the refund has been issued. 

The item I received is not what I order. How do I resolve this?

If you receive an item which is not part of your order, please contact us via our Contact Us page straight away and we'll aim to resolve this ASAP.

Refer to the Returns, Exchanges & Warranty page for further details.

Payments

Why isn’t my credit card being accepted?

This could be due to a number of factors, please check with your bank to ensure there aren’t any issues with your card.

What are my payment options?

We accept all major credit cards including Visa, MasterCard, American Express and Afterpay.

Do you store my credit card details on your website?

Rest assured that we don’t store any credit card details on our servers as this is managed by a trusted third party payment processing facility where specific security standards need to be met.

Product and Warranty

Why does my silver jewellery tarnish?

Silver jewellery can tarnish for various reason, the main one being exposure to oxygen and oxidative reactions that occur with sulfur making it easy for your jewellery to tarnish. Other causes for tarnishing include but not limited to; air pollutionhigh humidity levels and contact with chemicals found in perfume, deodorant, lotions, hairspray and cleaning products such as bleach. Moisture can also cause your silver to tarnish and may potentially even lead to corrosion. 

How do I care for my jewellery?

It's essential that you take care of your Fidda & Katina jewellery. Being .925 silver, it's exposure to elements such as oxygen and sulfur makes it easy for your jewellery to tarnish. In order to minimise the impacts of tarnishing, we suggest that you clean your jewellery on a regular basis and polish your tarnished jewellery with an anti-tarnish cloth to help eliminate oxidization.

Tarnishing can also occur when it comes into contact with air pollution, high humidity levels and contact with chemicals found in perfume, deodorant, lotions, hairspray and cleaning products such as bleach, so we recommend that you do not wear your jewellery whilst in bed, gardening, bathing, participating in sporting, fitness and physical activities. Doing these activities will not only increase the tarnishing process but may also cause kinking, snagging or breakage of your jewellery.

When cleaning your jewellery ensure that you only use a polishing cloth, soft piece of felt or a soft tooth brush with warm mild soapy water in order to avoid abrasions.

How do I care for my pearls?

You should always take extra care with delicate items such as pearls. In order to keep your pearls looking as stunning as ever, you should avoid getting them in contact with cosmetics, perfumes and hairsprays. If you accidentally do, you can wash your pearls with a softened cloth using a mild soap and water. Ensure that you don't clean your cultured pearls with chemicals or abrasives, as doing so will scratch and damage the surface.

When storing your pearls, ensure that you avoid them coming into contact with other jewellery items as other pieces of jewellery could scratch and damage the surface, so keeping them in an individual box is highly recommended.

How can I get my item repaired?

In the case the damage made falls under warranty, you can simply contact us to make a warranty claim.

If, however the damage made does not fall under warranty, you can contact us highlighting the damage and we can provide you a quote for the repair service.

Refer to the Returns, Exchanges & Warranty page for further details.

How should I store my silver jewellery?

You should store your jewellery at room temperature and away from sunlight. We recommend that you keep your silver jewellery individually packed to ensure that they do not scratch or tangle (particularly necklaces and bracelets). It's also advised to draw moisture away from your jewellery in order to avoid tarnishing which you can do by placing any of the following in your jewellery box:
•    Chalk: works by naturally absorbing moisture and chemical residues.
•    Silica bags: which you can usually find when you buy new shoes, handbags etc. If you have bought an item which contains these packs, reuse them by putting them into your jewellery box or in the individual containers.
•    Anti-tarnish paper: these are made from non-toxic materials which absorb agents in the air which causes tarnishing

Ensure that you store silver away from uncoated wood, rubber, and newspaper as this can cause tarnishing which in turn reduces the lustre of your jewellery. If you follow our instructions, your jewellery will be safer from damage, scratches and tarnishing and increase the longevity of your Fidda & Katina items.

Can Fidda & Katina rings be resized?

You can definitely request for rings to be resized. Fidda & Katina offers free ring re-sizing upon purchase of your ring, simply select the ring size that best suits you. If, however you would like your ring re-sized after you have purchased and received the ring, please contact us and we will provide you with a quote for this service. 

Does rhodium plating ware with use?

It is only natural for plating to wear off with everyday wear and tear. To minimise this you should follow the care instructions so you can have longer shine and protection.

You can always contact us to request for your jewellery to be polished and plated so it will look new again and we'll provide you with a quote for this service.

Please note that not all items of jewellery can be re-plated, this will need to be examined on a case-by-case basis and we'll let you know once we send you a quote.

How often should I have my Fidda & Katina jewellery serviced/cleaned?

To ensure your jewellery looks like new, we suggest to have your jewellery serviced/cleaned twice yearly. You can contact us for a quote on this service. 

I lost an earring; is it possible to buy a replacement?

Unfortunately, we do not offer singular earrings to be purchased

My jewellery is tarnished, how do I fix it?

In the case your silver jewellery has already tarnished, we suggest that you clean it immediately to avoid any tarnishing in the future. You can do this by using a polishing cloth specifically made to polish silver jewellery and if this doesn't work you could try washing your silver with a soft toothbrush using a few drops of a mild, ammonia and phosphate-free dishwashing soap diluted in warm water. Ensure to dry your jewellery afterwards and polish with the silver cloth. If you're unable to remove the tarnish on your own, you can contact us for a quote to clean your jewellery.

What hallmarks should I look out for genuine Fidda & Katina Jewellery?

  • Rings: You can find the F&K hallmark stamped on the inside of the ring 

  • BraceletsThe F&K hallmark will be present on either the tag on the bracelet next to the clasp or the Fidda & Katina name will be present on the clasp itself. 

  • Necklaces: The F&K hallmark will be present on either the tag on the necklace next to the clasp or the Fidda & Katina name will be present on the clasp itself. 

  • Bangles: You can find the F&K hallmark stamped on the inside of the Bangle 

  • Earrings: Not all earrings will have a F&K hallmark due to the nature of the product contours, however with some earrings you can find the hallmark either in the inside or behind the product. 

How long is the Fidda & Katina warranty against defects last for?

The Warranty Period for Physical Goods purchased from Fidda & Katina is 12 months from the date of purchase. A replacement Physical Good or part assumes the remaining warranty of the original Physical Good or 12 months from the date of replacement or repair, whichever is longer.

Refer to the Returns, Exchanges & Warranty page for further details.

What does the Fidda & Katina warranty cover?

This Limited Warranty covers any defects in material or workmanship under normal use during the Warranty Period.

During the Warranty Period, Fidda & Katina will repair or replace, at no charge, products or parts of a product that proves defective because of improper material or workmanship, under normal use and maintenance. Shipping costs are not covered under the warranty policy.

This Limited Warranty does not cover any problem that is caused by:
•    Conditions, malfunctions or damage not resulting from defects in material or workmanship
•    Changes in appearance due to everyday wear and tear of the jewellery
•    Improper use and careless handling of the jewellery
•    Loss of the jewellery is not covered under warranty

Refer to the Returns, Exchanges & Warranty page for further details.

What happens if Fidda & Katina cannot repair my item under warranty?

In the unlikely event that Fidda & Katina cannot repair your item, a new one will be sent to you. In the case the product no longer exists we can exchange this for another item which is the same in value or offer a refund for the damaged product. 

How will Fidda & Katina fix my jewellery under a warranty claim?

Fidda & Katina will either repair the Product at no charge, using new or refurbished replacement parts.

Refer to the Returns, Exchanges & Warranty page for further details.

What do I have to do to issue a warranty claim?

To obtain warranty service, you must first contact us and provide a proof of purchase so we can investigate and determine the problem and the most appropriate solution for you.

Refer to the Returns, Exchanges & Warranty page for further details.

My Fidda & Katina Account

Where can I find my previous orders?

You can find all previously placed order info in the My Orders section in My Account.

How do I create an account?

You can create a Fidda & Katina account by clicking the "Create Account" link located on the header of our site and filling in the form. Alternatively, after completing your purchase, you can click on the "Create An Account" button to receive instructions on completing registration.  

How do I delete my account?

You need to let us know that you want to delete your account by sending us note from our contact page. We will then send you a confirmation email and then delete your account.  

How do I change my password?

You can reset your password by clicking on the Change Password link from your Account Dashboard.

I've forgotten my password, how do I reset it?

You can reset your password by clicking on the Forgot My Password link from the Sign In page.

How do I update my details?

You can update your contact, delivery address, newsletter subscription and credit card details via My Account. 

I can’t log in to my account?

Ensure you are using the correct email address and password. If you've signed up using Social Media links, please use the appropriate social media link to sign in. If you're still having trouble signing in, please contact us from our contact page.

What are the benefits of creating an account?

Having a Fidda & Katina account will allow for a quicker checkouthelp you keep track of previous orders and drop hints to your loved ones by creating and sharing your wish list.

How do I create a wish list?

Once logged in, select the product you desire to add to your wish list and simply click on the Heart shaped icon.

How do I update my wish list?

You can update your wish list from My Wishlist via My Account.

How do I share my wish list?

From the My Wish List area via My Account, click on the Share Wish List button. Enter in the email addresses, separated by commas, a message and click Share Wish List button.