Frequently Asked Questions

How are payments made?
We accept payments with Visa, Mastercard, UnionPay, American Express and cheques with approval. We require a 20% deposit on an item and when full payment has been made, the item is available for collection.
What is your delivery policy?
Upon full payment of your purchase, delivery can be organised with us via Australia Post (within Australia), various other courier services or Fed Ex (International only).
How am I assured the quality of my diamond?
At Fili we source only the finest quality, conflict free diamonds. Diamond certificates and valuations are provided to assure quality and authenticity. Diamond quality is measured using the grading system of four c's - cut, colour, clarity and carat weight. For more information click here
What is the turnaround on a custom piece?
The turnaround time on a custom piece is between 1 - 3 weeks, depending on the specific design requirements. When you are ready to place your order, a completion date will be confirmed. We recommend you allow more time around the Christmas period.
How should I take care of my jewellery?
Aftercare varies for different pieces of jewellery. When considering your purchase we will advise you on the best way to care for your particular piece. At Fili we offer ongoing complimentary inspection and clean.
How do I insure my item?

We recommend using Q Report to insure your jewellery.

As we are a Q Certified Jeweller, your Fili Jewellery consultant will be able to assist you in creating a Q Report policy when you pick up your jewellery so that you are insured before you walk out the door.

More information on Q Report can be found here: Jewellery Insurance

What is your returns policy?
We offer an exchange only policy with our jewellery and only within 14 days of purchase, in original condition and with store receipt.
Do you offer Gift Cards?

We offer gift cards that are redeemable in either store and can be loaded at any value. Gift cards cannot be refunded.

Do you offer any other services?

At Fili we offer ring resizing, rhodium plating, repair and remodelling services. Come in for a consultation and have your old jewellery transformed into something new.

Can I get more advice?
If you need any more information, please contact us. We are happy to answer any questions you may have. Please find our contact details here