Frequently Asked Questions
How long will my order take?
We want you to have your brand new piece of handmade New Zealand jewellery as soon as possible - just like you do!
Most of our orders are sent from our physical gallery which is located in Wellington. The gallery is open Thursdays - Saturdays each week.
If your item is in stock then we will send it out on our next working day. However, if the item you have chosen is not in stock, it will be made afresh and especially for you. This process can take up to 2 to 6 weeks, so do bear this in mind upon ordering - particularly if it's for a gift. We make sure to clearly label items which are made to order so that you know before you buy if there might be a short wait. Please also understand that, as each piece is individually hand crafted, the production times stated above are approximate.
Delivery times
Delivery within NZ usually takes two working days (or 3 for rural delivery).
Shipping within NZ is included, and is via signature required courier. Please ensure your shipping address is one where someone will be available to sign for your delivery.
International delivery can take 3-10 working days and the cost is calculated at checkout.
For more information on this go to our Shipping Policy page.
Can I amend my order?
Certainly, where the jewellery is in stock and hasn't yet been shipped we can add to, change, or cancel your order. Just get in touch at our Contact Us page to get started. If your item has to be made specifically for you, resized, or personalised, and is underway with the artist then we'll have to make sure they haven't already started. In that case we can sometimes arrange a partial refund.
How do I find my ring size?
Mason and Collins recommend getting your finger sized by a professional manufacturing jeweller who uses the British and Australian system. Ask the jeweller to take the measurement from the middle of the ring rather than the leading edge. In a pinch though, you can use this PDF file. As the wearer, consider if the ring you are buying is narrow (4mm or less) or wide (4.5mm or wider) because the wider the ring is, the tighter it feels to wear.
If you have your ring size using another system (like the US one) check this ring size conversion chart.
What if it doesn't fit me?
This happens sometimes and we totally get it. Our Returns and Exchanges Policy is here to help fix this problem ASAP. Read up on it here and let's get you the right size of that beautiful piece of handmade jewellery.
What if I receive the item and then change my mind?
We have a super returns and exchanges policy. Check it out here.
How do I look after my new handmade piece of jewellery?
Please see our Jewellery Care page on how to keep your jewellery looking fresh and beautiful.
Do you take commissions or make to order?
If you are interested in an item with some small variations - for example, a ring in a different metal, or with different stones, we can often have that made just for you. Drop us a line at our Contact Us page. Do keep in mind, not all our jewellery can be easily varied, and many entirely one-off.
If you are interested in a bespoke piece, or a re-make of something from your family jewellery, please contact us to see what is possible.
Will I be liable for customs duties?
Only if you're buying from outside New Zealand. In NZ GST is included in your purchase price. GST or VAT can vary from 0% to 15% or even higher depending on your location. Please check the importing regulations for your country.
Will my jewellery be insured during shipping?
Yes, within NZ your items will be covered up to $2000. For orders over $2000 we can split it into separate deliveries to ensure they stay covered. Shipping that covers higher values: Contact Us to arrange it.
International deliveries will be covered up to $2000 via International Courier. We are able to arrange other courier services if required which may incur a higher postage charge but will have higher insurance value. Contact Us to arrange higher coverage and we'll make sure your jewellery is safe while in transit.