FAQ

As all our pieces are handcrafted and made to order in our Byron Bay, please allow 4 to 6 weeks for production lead time.

Production time starts from confirmation of your order. We have estimated production times outlined on each product and you may also refer to your order confirmation which states the estimated production time.

Once handcrafted, orders are dispatched by Express Post or DHL for International Orders. For more information regarding shipping please refer here.

Due to the nature of our business, all of our pieces are handcrafted and take time. However we do upon enquiry and order confirmation, offer an artist sketch hand drawn by Giovanni D’Ercole personally, which we can package up and send within 5 days and available for express shipping.

We also suggest contacting our Studio - info@loveandhatred.com to see if we are holding any stock.

Orders may be cancelled or refunded up to one hour after placing your order.

After this time, unfortunately we are unable to amend the order, such as changing size. If you would like to add another item we are happy to assist you and if your order hasn’t been dispatched, we are still able to amend any personal details, such as your shipping address.

Please contact our Studio here to confirm.

We accept VISA, Mastercard, AMEX, Shopify Pay, Apple Pay, Google Pay, PayPal and we absolutely support Direct Deposit.

We recommend contacting your payment provider or bank for further assistance. If you continue to experience issues, please contact our customer care team here.

For security reasons, we do not facilitate transactions over the phone. We do however offer a secure method of payment via email through our payment portal should you wish to reserve a piece of LOVE & HATRED

We express ship Australian orders with Australia Post and international orders with DHL.

You can learn more about our shipping options, including any shipping fees here.

If you are in Byron Bay and you would like to pick-up your order in person, please email our studio and we can discuss the options further.

Once your order has been dispatched, you will receive a shipment confirmation outlining your order details, delivery details and your consignment reference which you can use to track your order.

Yes, we ship to PO boxes for orders that are dispatched with AusPost Express Shipping.

Australia, Austria, Belgium, Canada, China, Croatia, Cyprus, Denmark, Fiji, Finland, France, Germany, Greece, Hong Kong, Hungary, Indonesia, Ireland, Israel, Italy, Japan, Latvia, Malaysia, Malta, Mexico, Netherlands, New Zealand, Norway, Phillipines, Poland, Portugal, Qatar, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Arab Emirates, United Kingdom, United States and Vietnam.

For more information, visit our Shipping & Returns conditions here.

Customs duty and tax are not included in our product prices, however are calculated and payable at checkout.

For Australia Post Express Post shipments, your order will be taken to your local Australia Post outlet and may be collected with photographic identification.

For DHL, your order will be taken to the local depot. If this occurs, you may arrange another delivery attempt or contact DHL directly for other options.

In most cases, the parcel has been delivered and signed for by another person.

Please check with your reception, concierge, office and neighbours before contacting our Customer Care Team

Products purchased from our online store may be returned for a credit in Australia if returned unworn, in saleable condition within 14 days of dispatch date. Some exclusions may apply including bespoke. We do not issue refunds for change of mind or incorrect purchase. Read our Return Policy in full here. Our studio will gladly repair genuine LOVE & HATRED pieces purchased through our online store for a repair fee.

Products purchased from our online store may be returned for a credit in Australia if returned unworn, in saleable condition within 14 days of dispatch date. Some exclusions may apply, including bespoke. We do not issue refunds for change of mind or incorrect purchase.

Read our Return Policy in full here.

For returns, please contact our Customer Service - you will need the original order number and email address used for the order. If you are the gift receiver and are unsure about the order details, contact Customer Care to help locate this for you.

Our studio will gladly repair genuine LOVE & HATRED pieces purchased through our online store for a repair fee. .

All of our jewellery is designed and handcrafted to order in Byron Bay.

We work only with solid 9K and 18K Gold and solid Sterling Silver sourced from Responsible Jewellery Council accredited suppliers.

Our diamonds are sourced from family artisan miners and Responsible Jewellery Council accredited suppliers. Our engagement ring white diamonds also come with GIA certification.

All LOVE & HATRED pieces are made by Mastercraftsman and come with a six-month voluntary manufacturer’s warranty.

Any repairs or modifications made to your LOVE & HATRED jewellery not performed by LOVE & HATRED will void the voluntary warranty. Our voluntary manufacturer’s warranty covers defects but excludes damage caused by ther wearer including scratches or cracks to gemstones or damage to cast precious metals. All Warranty claims are subject to inspection by our team of Mastercraftsman. In addition to this, they come with guarantees that cannot be excluded under the Australian Consumer Law. Please find the terms of LOVE & HATRED’s current voluntary warranty against defects and warranty period below as well as your rights under the Australian Consumer Law here.

We operate a repair service at our Byron Bay studio and in most cases can repair jewellery to its original condition.

For repairs please contact our customer service - you will need the original order number and email address used for the order. If not covered under warranty, an estimated cost for repair will be provided and confirmed upon physical assessment.

Bracelets | Available as per description. If lengthening adjustments are required you will be quoted the updated price.

Necklace Chain | Available as 45cm and 60cm. If lengthening adjustments are required you will be quoted the updated price.

A bespoke fee is applicable depending on the request.Please contact our Customer Care Team here for a quote.

All LOVE & HATRED Rings are made to order and therefore are bespoke to your measurements. To identify your fit, please follow our Ring Size Guide for measurement instructions here.

Please request a Bespoke order here

Our LOVE & HATRED bespoke service welcomes you to go on a personal journey with our very own designer, Giovanni D’Ercole.

An alchemist of symbols and design Giovanni will work inuitaively with you, travelling through his 35yr body of work to create and reveal your unique talisman made manifest just for you and your wishes.

Our bespoke service service has a six to eight week lead time after design confirmation.

Please note we do not offer exchanges or returns for any bespoke items.

If you have an enquiry regarding creating a bespoke piece, please fill in our Bespoke form