Frequently asked questions

are prices on ninas.co website subject to change?

Prices are subject to change without notice. Please expect to be charged the price listed on the day of purchase. Product which shows availability as - ON SPECIAL ORDER shows an estimated price only and is subject to change dependent on diamond size and availabiliy among other factors. Check with sales staff to confirm price before ordering.

who do I contact if I have any questions?

Great customer service has become our hallmark.

If you’ve got a question about a specific Nina’s piece, you can email us directly from the product detail page, which will give us a head-start in knowing exactly what you’re enquiring about. If you would prefer to call us with a question about a specific piece, simply take note of the product number so you can tell us on the phone.

If you have any other questions, EMAIL US or give us a call on +61 8 9759 1366, where a customer service representative will be available to assist you from 9am - 5pm Monday to Saturday WST.

Where do Nina's source their diamonds and pearls?

Nina's is proud to source all of our pink diamonds, and the majority of our champagne and large white diamonds from Australia, in particular, the Argyle Diamond Mine. All of our diamonds are 100% natural and completely conflict free.

Why do some products have colour variations?

At Nina's, we only use naturally occurring diamonds and stones. As no two diamonds or pearls are the same, this means that every Nina's piece is completely one of a kind, even if they are made in the same design. Whilst we match our coloured diamonds as closely as possible, there may be slight colour variations between items in different locations.

does Nina's offer 'personal shopping' services?

Yes. As a complimentary service, our knowledgeable personal shoppers would love to provide you with gift suggestions for all kinds of people in your life and for all types of occasions. This can save you time and stress.

If you’re after something for yourself, we’d be delighted to help you find the piece that perfectly suits you. A design that fits with your personality, a piece that sits beautifully with your skin tone, or the ideal item for a particular event.

To contact one of our personal shoppers or Diamond and Design Specialists, please call +61 8 9759 1366 or EMAIL US.

what if I need extra help with, or advice about my purchase?

DIAMOND OR DESIGN CONSULTATIONS

We have GIA Certified Diamond and Design specialists available to find you the perfect stone or create the piece you're dreaming of. 

ENGAGEMENT RINGS

Buying an engagement ring is a really important purchase! If you need any assistance with choosing the perfect ring we would be happy to arrange an appointment for an in-store diamond consultation, or advise on settings and designs. EMAIL US or give us a call on +61 8 9759 1366 and we’ll schedule you in as soon as possible.

Can I layby an item?

Yes, of course. A deposit is required ($20 or 20% whichever is greater) and, with fortnightly payments, you’ll have 3 months to complete the sale. For more details on laybys, you can see our full terms and conditions HERE

having made a purchase online, how long will it take to get my order?

If the item is in stock you should receive your order in 10 working days, this can vary depending on shipping location. A customer care representative will contact you when your order is due for shipping.

how long will it take to get my special order or custom design?

A customer care representative will contact you to confirm your special order / design needs and will give you an expected delivery date.

Should you have any questions regarding your order, feel free to EMAIL US or give us a call on +61 8 9759 1366. A friendly human will be available to assist you from 9am - 5pm Monday to Saturday WST. 

how can I return or exchange?

Nina’s jewellery pieces are accepted for credit or exchange if returned in saleable condition within 30 days, accompanied by a sales receipt. More information on our return policy can be found on our HAPPINESS GUARANTEE page.

Gift recipients are entitled to a nonrefundable merchandise credit. To return or exchange your gift selection, please follow the instructions included with your package.

Returns may be sent to our head office and store at:

Nina’s Online
Attention: Returns
Shop 14, 55 Dunn Bay Road
Dunsborough
Western Australia 6281

Alternatively, you may take your return to any of our retail stores. To locate the store nearest you can CLICK HERE If you have any questions, please give us a call on +61 8 9759 1366. We are available to assist you from 9am - 5pm Monday to Saturday WST. (Remember that Western Australia is in a different timezone to the other Australian states!)

will my items be gift-wrapped?

All ninas.co purchases arrive in the signature Nina’s box, tied with a branded ribbon. Enclosed with the box is a white envelope that contains a blank gift card on which you can write your own gift message.

what shipping options are available on ninas.co?

Freight and Insurance

You’ll find comprehensive information on shipping HERE

Australian shipments

There’s complimentary shipping on all your sparkly purchases over AUD$250.00 to anywhere in Australia. It’s fast, it’s insured and it’s FREE! Items under $249.99 will incur a $25.00 shipping fee.

We like to keep you informed so we’ll contact you the day your purchase is sent. For shipments within Australia, pieces are sent using Australia Post’s Express Post Service. You’ll need to ensure that someone will be at the delivery address to sign for the shipment.


Overseas Shipments

International shipments incur an AUD$60.00 fee. Overseas shipments will be sent using Australia Post. Please ensure that someone will be at the delivery address to sign for the shipment. Please notify us upon receipt of your purchase. Any taxes and duties to be charged by the destination country is the responsibility of the purchaser.


Receiving your shipment

You must notify us when you receive your shipment. Failure to notify delivery and condition of shipment will void the warranty. Simply follow the instructions in the receipt confirmation email we will send you, or, if you do not receive this communication from us, please EMAIL US to confirm the receipt and condition of goods.

is all Nina's merchandise available for purchase online?

Our site displays an extensive collection of Nina’s jewellery to which we’re continually adding! If there’s something specific that you haven’t been able to find on our site, please email us or give us a call. 

how do I place an order on ninas.co?

Ordering on ninas.co is easy and safe. Once you have found the item you would like to purchase, click on the “Add to shopping bag” button. This will take you to the ‘purchase’ page where you can choose to checkout as a member or as a guest. From there you simply follow the instructions to complete the transaction.

If you would prefer, you may also order your jewellery over the phone. Call us on +61 8 9759 1366 and our customer service representatives will be available to help you from 9am to 5pm Monday to Saturday WST.

is it safe to order on ninas.co?

Yes, it is safe to order on ninas.co. We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server. At Nina’s we respect your privacy, and we will only disclose your personal information as described in our

privacy policy.

will I be charged sales tax on my ninas.co purchases?

SALES TAX

Taxes, if applicable, are included in your order. Nina’s collects GST for all states and territories of Australia. Customers outside Australia are responsible for all duties and taxes, in the recipient’s country.

can I ship my order to an international location?

Yes of course.

Is in-store pickup available for items purchased on ninas.co?

Yes. In-store pickup of items ordered online is currently available at our Dunsborough studio. For more information on our In-store pickup service, email one of our customer service staff or give us a call on +61 8 9759 1366. (Customer service representatives will be available to assist you from 9am - 5pm Monday to Saturday WST)

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