FAQs
Below are some of our most frequently asked questions.
If you are unable to find the information you are looking for, please get in touch via contact@tjoan.com with your enquiry.
ORDERS & DISPATCH
Each of our pieces is crafted to order. In the product description for each style, we provide an estimated production time, i.e. 3-5 business days, or will advise if an item is available for immediate dispatch.
Although we cannot make any guarantees, if you need your order urgently, please contact our team via email at contact@tjoan.com (we operate Monday – Friday 9:30 am – 4 pm AEST) and we will do our best to fulfil your order asap.
If your order hasn’t been dispatched yet, we are able to amend your personal details, such as your shipping address. If you are needing to alter the contents of your order in any way, such as changing the size or adding products please contact our Customer Care team via contact@tjoan.com asap to organise (we operate Monday – Friday 9:30 am – 4 pm AEST).
We accept Visa, Mastercard, American Express, PayPal, and AfterPay.
Currently, we do not offer AfterPay.
We do sell gift cards! You can purchase them online for your desired value. If a gift card is purchased online, you can only use it for online purchases.
At TJOAN, we generally do not discount our products as they are crafted to order. If we do offer a discount or sale promotion, we will advise customers via our newsletter and social media channels.
When you have placed your order, you will receive an order confirmation via email with the details of your order. If you order contains styles that are listed as “crafted to order” in the product description on the website, please refer to the production time listed i.e. “5 business days”. Once your order has been made and is ready to be dispatched, you will then receive an email notification with the tracking information. Also, you can visit the order history page while signed in to your account
Please contact our Customer Care team via contact@tjoan.com if you have any questions (we operate Monday – Friday 9:30 am – 4 pm AEST).
Firstly, please check your SPAM/Junk folders on your email, as sometimes our order confirmations can appear there. Otherwise, please ensure the contact information you gave us to ensure it is up-to-date and correct. Once checked, please contact our Customer Care team via contact@tjoan.com asap to organise (we operate Monday – Friday 9:30 am – 4 pm AEST) and we will be able to assist you and confirm your order.
You will receive an automated email containing your invoice after purchasing your items. Please ensure you also check your junk/ spam folders as well.
SHIPPING & DELIVERIES
Our shipping confirmation email notification will advise you of your parcel’s courier and tracking number. Please use this to track your order via the respective courier’s online tracking service. For all international orders, we will use either DHL or Australia Post – although we may use Australia Post, we advise you to track your order via your national postal service once your parcel has arrived in your designated country, as they will alert you of any custom/duties that may need to be paid, and will also deliver your parcel.
Yes, we ship to PO boxes within Australia.
Currently, we do not offer in-store pick-up.
Yes, all our domestic and international orders are sent with signatures on delivery.
Please note our pricing does not include overseas customs duties or taxes that may incur. Please check with your federal government to see what your import duties and taxes are.
Please check your reception, concierge, office, neighbours, and front of the house before contacting the courier service (please ask the courier service who signed for the delivery as well). If your parcel is still missing, please contact our Customer Care team at contact@tjoan.com (we operate Monday – Friday 9:30 am – 4 pm AEST).
Production
Yes, our jewellery is made to order in our Sydney studio. However, we do have some items available in stock, so please refer to the product description of the item for the estimated production time
All TJOAN pieces are handcrafted by our select team of Australia’s most talented jewellers and gemmologists in our studio in Sydney, NSW, Australia.
Yes, all TJOAN jewellery is nickel free.
Returns
We will happily exchange an item for a different size within 14 days of receiving the item. Please note size exchanges for gold and silver rings may incur a fee. Postage to send an item back for an exchange will be at the customer’s own expense.
Due to hygiene reasons, please note that earrings cannot be exchanged or refunded.
Exchanges and refunds will also not be given on any discounted designs purchased. Refunds will not be accepted simply for a change of mind. Please consider this prior to placing your order. Please do not hesitate to contact our Customer Care team at contact@tjoan.com for any questions you may have before making a purchase.
Please contact our Customer Care team at contact@tjoan.com (we operate Monday – Friday 9:30 am – 4 pm AEST) to request a return or exchange with your order number and information. Our team will then provide with you an RMA number and form to fill out and advise you of the appropriate steps to take. For hygienic reasons, we do not offer returns on earrings.
Please contact our Customer Care team at contact@tjoan.com (we operate Monday – Friday 9:30 am – 4 pm AEST) and quote your order number. Our team will assist with your request, and advise you of the next steps. Please note size exchanges for Gold and Silver rings, necklaces, and bracelets may incur a fee. For hygienic reasons, we do not offer returns on earrings.
Repairs
All TJOAN items come with a six-month warranty from the purchase date (proof of purchase must be provided), covering all manufacturing faults. Please note, manufacturing faults do not include: damage or wear and tear, oxidised or fading plating, broken chain, cracked or broken stones or pearls, or bending of rings or earrings etc.
Our talented studio team can repair almost all pieces back to their original state. Please contact our customer care team at contact@tjoan.com (we operate Monday – Friday 9:30 am – 4 pm AEST) advising us (with photos) of what you need to be repaired. We will advise you to send the piece/s back to us, where it will be passed onto our studio team for their assessment. Once assessed, we will be able to provide you with a description of the repair, including a quote. Repairs can take approximately 7-10 business days. Please note, postage to and from is to be paid by the customer.
Yes, please contact our Customer Care team at contact@tjoan.com (we operate Monday – Friday 9:30 am – 4 pm AEST) to organise a cleaning service. If styles can be cleaned by our team in-store, this service is complimentary. If styles are needing re-plating/extra cleaning, there will be a fee for this.
Due to different skin acidity levels and how the product is worn (i.e. with moisturiser, in water etc) and stored, tarnishing can occur for solid gold jewellery. Solid gold jewellery can easily be cleaned with an appropriate polishing cloth/cleaning solution.
If you have lost your earring back/s, we are unable to replace this free of charge. Please contact your closest Natasha Schweitzer boutique or our Customer Care team at contact@tjoan.com (we operate Monday – Friday 9:30 am – 4 pm AEST) and they will be able to assist you.
Yes, we do. All of our Diamonds, Precious stones, and Pearls are sourced by our Gemologist from their trusted and established dealers.
At TJOAN we only use certified diamonds (0.51ct and over).
