FAQs
Account
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How do I create a new account?
Simply click 'Login/ Register', located at the top right of the page and then click 'Create Account'. Fill in your details and click 'Update'. Registration should now be complete and you will receive a confirmation email shortly.
Creating an account will allow you to create Wishlists, submit product reviews, check prior orders and checkout faster.
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How do I update my account details?
Simply click 'Login/ Register' or your name, located at the top right of the page to access the 'My Account' page. From here you can update your personal information, add addresses and credit card details as well as allowing you to review prior orders.
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How do I subscribe to your newsletter?
Simply enter your email in the space provided at the bottom of every page on the site, and click 'Join'. If you create an account with Michael Hill you will also be automatically included on our mailing list, unless you choose to opt out. Creating an account will also allow you to create Wishlists, submit product reviews, check prior orders and checkout faster.
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How do I unsubscribe from your newsletter or emails?
Simply click the 'unsubscribe' link at the bottom of any of our emails, or email [email protected] and request removal from our mailing list.
Reserve In Store
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What is Reserve In Store?
Our Reserve In Store feature allows you to place a hold on an item you’re viewing online, so that you can book a time to view it in person at your local store.
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Is this the same as Click & Collect?
The difference with Reserve In Store is that you don’t have to make a payment until you come and view your item. If you choose to buy, you can pay and collect while you are in store.
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How long can I hold an item for?
You can reserve your item in store for up to two days. Please allow two hours between the time you make your reservation and the time you visit your store, for us to confirm that your item is available at your selected location.
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Why can’t I view my item in my local store?
We are currently trialing Reserve In Store in select locations, and hope to have more stores available for this service soon. If you need help locating your nearest store or would like to ask about other options, please contact our customer service team via online chat or call 0800 445 590.
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Will my exact ring size be available in store?
If we confirm your reservation, your chosen ring style is available for you to inspect in store. However, we might need to order in your ring in your perfect size. Our expert team can measure your ring size while you are in store (or help you choose the right size for your loved one if it’s a gift), to ensure you get the perfect fit!
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How do I cancel or change my reservation?
If you need to cancel your reservation, simply reply to the email we send you with your reservation details. You can also call your selected store directly. If you would like to make a change to your reservation, you can simply make a new reservation request through our website.
Store Services
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Where is my nearest Michael Hill store?
Use our Store Locator to find your nearest Michael Hill store.
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Can I purchase an item that I saw online from my local Michael Hill store?
Most of the items that are offered online can be purchased at your local Michael Hill store, however we do carry Clearance and Online Exclusive items that may not be available at your local retail store.
Additionally, your local Michael Hill store may carry some items that are not offered online. Be sure to call ahead to confirm that the item you want is in stock.
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What services do you offer instore?
- Restyling events, to update the piece you love with a look for today
- Diamond and Bridal experts in all our stores
- Free jewellery cleaning
- Financing and credit options for flexible purchasing
- Three (3) and ten (10) year Professional Care Plans
- Gift cards for your convenience
- Valuations with insurance replacement specialists
To find out more, just visit one of our stores and talk with a Michael Hill expert, contact us on free call 0800 445 590 or email [email protected]
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Can I purchase an extended warranty?
The Michael Hill Professional Care Plan offers you peace of mind protection on your valued purchase. Professional Care plans are available in both three (3) year and ten (10) year packages.
Visit any Michael Hill store within 30 days of receiving your order to purchase a Professional Care Plan.
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Do you offer engraving in-stores?
At this stage, engraving is offered as an online-only service.
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Do you do repairs?
We offer repair services on Jewellery and Watches purchased from Michael Hill only. Please take the item to your local store and they will be able to provide an estimate and advise approximate timescales for the repair.
Product
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What does TW mean?
TW stands for 'total weight'. When you add up all of the diamonds on a piece of jewellery or in a set, this equals the total weight.
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What does carat mean?
A carat is the unit of measurement used to measure the weight of diamonds and other gemstones, as well as the purity of gold.
You can read more about diamond carats in our 4C's article.
When referring to rose, white or yellow gold, the number of carats tells you how much metal is in a particular piece, as a percentage. Pure gold, for example, is designated 24 carat, while 10 carat gold is around 41.6 per cent gold.
At Michael Hill, we make it easy for you to tell whether we are talking about diamond carats or gold carats - carat will always be spelled out when referring to a diamond, while 'ct' will be used for gold.
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What does it mean when a pearl is 'cultured' and 'freshwater'?
Cultured freshwater pearls are humanity's work at duplicating what nature first started. A "seed" - typically a round bead made of mother pearl is inserted into the freshwater mollusc. After three years, you have a pearl!
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What is a chronograph?
A chronograph is a type of timepiece which combines a stopwatch and a regular watch.
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Are your gemstones enhanced?
All of our gemstones are natural unless specifically stated in the product title and product description.
Product Care
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What is the Michael Hill Diamond Promise?
Diamonds mean many things in life - a promise, an investment, an heirloom, a token of our most precious memories. We want you to feel confident that the diamonds you select today will be there for all your tomorrows. It's our promise that through all of life's changes, our commitment to you will stay the same.
We offer, free of charge:
- We will replace any diamond covered by our Michael Hill Lifetime Diamond Warranty if it chips, breaks or is lost from its original setting during normal wear. This includes labour and materials for setting the replacement diamond.
- We provide a Michael Hill Certificate of Authenticity that guarantees your diamond is a natural diamond with each of the characteristics outlined in the certificate. The Certificate of Authenticity also guarantees the metal content to be the stated purity.
- We partner with the Australian Diamond Grading Laboratory to give you an Independent Diamond Certificate that assesses the 4Cs of your diamond so that you can understand your diamond's individual characteristics.
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How do I care for my Michael Hill jewellery?
With our simple care tips, your special piece will sparkle for years to come.
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How do I care for my Michael Hill Watch?
No matter which Michael Hill watch you've purchased, we know it's more than a way to tell time. It's an expression of your style, a hallmark of an important life accomplishment or a gift from someone special and with basic care information, your watch will stand the test of time.
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How do I care for my Michael Hill diamonds?
Your Michael Hill diamond was hand crafted to stand the test of time, so you'll always have that sparkling reminder of how your story first began. If you follow these simple steps for daily care, your diamond will always be there.
Engravable Products
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How much does engraving cost?
We offer engraving as a complimentary service for Michael Hill Brilliance members, with the purchase of our engravable products online.
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If I have jewellery engraved, can it be returned?
Once your piece has been engraved, it cannot be returned under our 30-day change of mind policy. However if for any reason your jewellery is faulty it may be returned according to our terms and conditions.
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Do you offer engraving in-stores?
At this stage, engraving is offered as an online-only service.
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Can I use Reserve in Store for an engraved item?
No, as engraving services are completed at our in-house workshop and distribution centre, engraving is available for online purchase and delivery only.
The Reserve in Store button will still appear on the product page, but please note this applies only to the plain product itself, without engraving.
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What can I have engraved?
At Michael Hill we offer a range of engravable products. Character limits will differ depending on the product and the space it allows – this will be specified on the product page when you are entering your engraving message.
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What fonts and characters are available?
We have one serif font available for engraving. You can have engraved upper and lowercase letters (including all letters in the standard English language alphabet), all numbers, and special characters including ’ ' - & $ ! ? # . /
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How is the engraving done?
All jewellery engraving is completed in-house by our local teams in Australia and Canada. We use state-of-the-art machines which etch your engraving.
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How can I ensure my engraving is done as I want it?
Your desired engraving message is sent to us directly from your online order, so it will be etched just as you envision. For this reason, please ensure that the text you request is correct and exactly as you want it to appear. Michael Hill accepts no responsibility where the text you have requested is incorrect.
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Does engraving affect my delivery timeframe?
Please allow an additional 3 – 4 days on top of our regular delivery timeframes, for your piece to be personalised and shipped to you.
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Can I cover my engraved jewellery under the Professional Care Plan?
Yes, you can purchase a Professional Care Plan for your engraved piece. To arrange your Professional Care Plan, please take your piece into your nearest store, book an appointment, or chat to our customer service team live online.
Ring Sizing
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What's my ring size?
To find your ring size, download our Ring Size Guide and follow these tips:
- Remember that your left and right hands may be different sizes so be sure to measure the finger the ring will be worn on most.
- Measure when your hands are warm, not cold. For best results, measure a few times in the middle of the day.
- Ensure you also measure your knuckle so the ring will slide over it.
- Please be aware that rings with a wide shank may have to be ordered in a larger size than normal.
- Mens Tungsten rings cannot be resized
If you're still unsure, you can avoid resizing issues by visiting your local Michael Hill store for a personalised size assessment.
If it's a surprise, ask friends or family if they know her finger size, borrow one of her rings (from the correct finger) and use the ring measurements in our Ring Size Guide to determine the correct ring size.
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What if I need my ring to be re-sized?
Some rings can be resized depending on the style and setting of the stones. In general, ladies rings are a size O and men's rings are size U. If a ring has to be resized it can take between seven (7) to ten (10) days for both online and in-store purchases. Men's Tungsten rings cannot be resized.
Please check each product page for the size range available to purchase online. If you are purchasing in store the size range and timescales will vary.
Gift Cards
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Do you sell Gift Cards?
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My Gift Card has expired, can I still redeem it?
Your physical Gift Card or e-Gift Card is valid for three years from the purchase date – you can find the purchase date displayed on the receipt and on the back of your Gift Card (when you buy your Gift Card in-store), or within your e-Gift Card email (if you bought your e-Gift Card online or received an e-Gift card when you returned your order). You can also see the expiry date when you check your balance online here. Please contact our Customer Service team on free call 0800 445 590 or email [email protected] with the card number and the country where it was purchased, and we will be able to advise you.
Feedback
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How can I provide feedback?
We'd love to hear your feedback about our website, stores, staff and products. You can provide feedback by emailing [email protected], or quickly provide feedback by clicking the 'Give Feedback' button at the bottom left of every page on our website.
Wishlists
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How do I create a Wishlist?
Your Wishlist can be used to create shareable gift suggestions, shopping lists, or just to drop a hint. To get started, create a Michael Hill account and ensure you are signed in. When you see something you like, simply click the 'Add to Wishlist' button on the product page and the item will move to your Wishlist.
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How do I add or remove a product?
When you see something you like, click on 'Add to Wishlist' on the product page.
If you'd like to remove an item from your list, simply click 'Remove' on that item from your Wishlist page.
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How do I share my wishlist?
You can share your wishlist several ways:
- Simply click the 'Send to a Friend' button to send your wishlist to a friend via email.
- Click 'Share Wishlist' button to share your wishlist on Facebook, Twitter or via other social sites.
- Copy and paste the URL of your wishlist to send to friends any way you choose.
- Click 'Make Wishlist Public' to make your wishlist searchable by others.
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How do I purchase from my wishlist?
Shopping from your wishlist is easy:
- Simply click 'Add to Bag' next to the item you wish to purchase.
- Review items in your bag by clicking the Shopping Bag at the top of the page, then then click the 'Checkout' button to complete your order
- Your friends or family can also purchase items from you wishlist if you've shared it.
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Are items in my wishlist reserved?
Products in your wishlist are not reserved for you and can sell out at any time. Products labelled 'Low Stock' may sell out, so purchase early to avoid disappointment.
Product Reviews
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How do I see what other people have said about a product?
You can see other's reviews by visiting any product page. You can also easily see a products star rating by hovering your mouse over any product as you are browsing the site.
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How do I submit a review?
To submit a review, ensure you are signed in and then click on 'My Account' at the top of the site. Once in your account, click 'My Reviews' and you will see a list of purchased products. From here, you can view the product, as well as click 'Review Now' to submit your review. If you have already reviewed the product, you can see the star rating you gave it, or click on 'View my Review' to check what you said.
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What information do I need to provide?
The review process is completely anonymous; all we ask is for you to provide:
- Overall rating (out of 5)
- Quality (out of 5)
- Appearance (out of 5)
- Would you recommend this to a friend?
- Review summary (a few words to describe your experience with the product)
- Your review
- Gender
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Got any writing tips?
When writing your review, please consider the following guidelines:
- Keep your review focused on the product
- Avoid writing about customer service; contact us on free call 0800 445 590 or email [email protected]
- Refrain from mentioning competitors or the specific price you paid for the product
- Do not include any personally identifiable information, such as full names
- All submitted reviews are subject to our Content Guidelines
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When will my review be published?
It usually takes a few days for your story to be moderated and published. On submission you will receive an email confirmation. Once your review has been posted, you will receive a second email confirming that it has been accepted, including a link to your review. If we can't post your review you'll also received an email notifying you of this.
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Will Michael Hill edit my review?
Content submission will not be edited by Michael Hill, but simply removed if they do not meet our Content Guidelines. This includes submissions that include personal information, such as full names of people who are not public figures, phone numbers, specific physical addresses or email addresses.
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How do I edit my review?
Once you have submitted your review you cannot edit it.
Privacy & Security
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How secure is my credit card and personal information?
Your security while shopping online with Michael Hill is extremely important to us, and we've taken all reasonable measures to make sure your credit card and personal details are kept safe at all times.
All areas of our website that require you to enter your personal information or payment details are secure, using 128 bit SSL encryption.
To check that the page you are viewing is secure, look for a padlock icon to the left of the address bar within your browser.
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How do you deal with my personal information?
We want your online and instore experience to be enjoyable and we take care to respect your privacy when you visit our stores and our web site. We do this gladly because we know that if you have a good experience with us, you will want to visit our website and our stores again, and maybe even tell your friends about us.
At Michael Hill Jewellers, we are bound by the Privacy Act 1988 (Cth) and the National Privacy Principles, which govern the way private sector organisations collect, use, keep secure and disclose personal information. This privacy policy applies to personal information collected by us. It includes information on how Michael Hill Jewellers collects, uses, discloses and keeps secure, individuals' Personal Information. It also covers how Michael Hill Jewellers makes the Personal Information it holds available for access to and correction by the individual.
Generally, we use the information we collect about you for two purposes: to facilitate your order and to create a better, more personalised experience for you. You can view full details on our privacy policy.
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