FAQs

How can we help?

GENERAL

PRODUCT, MATERIALS & CARE

SIZING

RETURNS & EXCHANGES

ORDERS & SHIPPING

WARRANTY

GENERAL

  • Byotto is based in Sydney, Australia.

  • All products are displayed in AUD (Australian Dollar) and your orders will be processed in AUD.

  • You can reach us via our Contact Us page or email us at help@byotto.com.au.

    Please allow up to 1 business day for us to respond back to your message. Our operating hours are Monday to Friday, 9am to 5pm (Australian Eastern Standard Time).

PRODUCT

  • All our pieces are designed locally in Sydney, and depending on the design, the production process may be started locally or internationally.

    For locally made designs and styles, our in house Master Jeweller owns the entire process from sourcing, cutting, soldering, stone-setting and polishing. The last step involves quality checking of the piece to ensure it meets our standards before we deliver it to you.

    For other styles, we start our production process in our accredited ethical and sustainable international factory. Our Master Jeweller will finalise the details by hand and under a third round of quality checking to ensure it aligns with our standards.

  • Not at all! Our gold pieces are made of solid gold, but may vary in gold content (9k, 10k, 14k or 18k) depending on the design.

  • Our pieces are made from recycled solid gold (9k, 14k and 18k depending on the design) to ensure that it won’t tarnish or fade over time, even with washing and everyday wear.

    Materials matter to us and it’s a significant reason why we do what we do.

  • When it comes to quality, longevity, value and durability, solid gold is the winner compared to gold-plated, gold-vermeil and gold-filled jewellery.

    Solid gold jewellery is the most valuable form of jewellery you can buy.

    From a sustainability perspective, it is also the best choice because no gold is wasted and can be easily recycled over and over again to create new pieces.

  • Yes, our jewellery is hypoallergenic and is one of the reasons we chose solid gold as our base material.

    Allergies to gold are super rare, but the higher the gold content the less likely you are allergic to the gold alloy (nickel, copper).

MATERIALS & CARE

  • Our jewellery is safe to wear in water because solid gold is not affected by water.

    However, it can lose its polish and shine over time when the metal alloys come into contact with shower products and chlorine. So it is recommended to take your jewellery off before taking a shower.

  • When you are not wearing your jewellery, we recommend storing it in your Byotto microfiber pouch.

    It is also best to avoid contact with perfumes, body products, salt water (sweat) and chlorine. Whilst these things do not react to gold, it does react with the other metal alloys and can affect the integrity of the gold jewellery. Prolonged exposure to perfumes, body products, salt water (sweat) and chlorine can lead to loss of lustre of gold overtime.

    These are some general recommendations. For more information about how to take care of and how to clean your jewellery, you can read our jewellery care guide here.

  • Yes we do! If you’re after resizing or repairing your Byotto jewellery, please reach out to us at help@byotto.com.au and we will be happy to provide a quote.

  • All orders go through a quality control process, however, if you believe you received a faulty product, we will gladly look into this to resolve your matter! All Byotto pieces come with 5 years warranty to cover you from any manufacturing faults - refer to our Warranty Policy for more information.

    If your Byotto jewellery is broken as a result of user error, we do offer a repair service at a cost. The repair cost varies depending on what is broken. Feel free to reach out to us at help@byotto.com.au and we will be happy to provide you with a quote.

SIZING

  • You can refer to our size guide to match your preferred ring size closest to the diameter provided.

    Our recommendation is to choose a size that allows your finger to pass through easily. If you’re unsure about the correct size, or if you’re shopping for a special piece as a gift, reach out to us on help@byotto.com.au and we’ll be happy to help!

  • It depends on the style and shape of the ring. If the ring style features details or gemstones set the entire way around the band, some stones will need to be removed in the process.

    At Byotto, we make a note in the description on which rings can be resized if required.

    We offer a complimentary resize within 4 weeks of your first purchase to help you achieve the perfect fit.

RETURNS & EXCHANGES

  • We offer free 14 day returns or exchanges on all full price jewellery provided you meet the conditions outlined in our Returns and Exchange Policy.

    For health and safety purposes, we do not accept returns or exchanges for earrings.

  • We cover the shipping cost for returns and exchanges made within 14 days of you receiving your order.

  • Please have a read of our Returns and Exchanges policy and complete the Return and Exchange Request Form if you meet the conditions and would like to initiate a return or exchange.

  • The full amount of your return will be refunded within 5-10 days of receiving the piece and after professional verification by our Jewellery Specialist.

ORDERS & SHIPPING

  • We currently only ship domestically within Australia and do not ship internationally as we’re still early in our journey. As we grow, we’ll definitely look to extend our products and services internationally.

  • All purchases are made to order and it will take up to 4-5 weeks (including shipping) for you to receive your order.

    For more information about order process time, production time and shipping estimate, please refer to our Shipping and Delivery Policy.

  • The estimated shipping window is 1-3 days. You can read more about it here.

    If the estimated shipping date has passed and you haven’t received an update, please feel free to reach out to us and we’ll be happy to help.

  • Yes, you’ll be required to sign off on your package on the delivery day or upon collection at the post office. We’ve made a careful selection of the courier services we use to ensure that delivery is timely and secure.

  • Contact us immediately or within the first week at help@byotto.com.au so we can rectify the delivery address.

WARRANTY

  • Yes, we offer a five-year warranty for all our pieces. This warranty covers any manufacturing faults that may cause the jewellery to break or become defective.

    For more information, visit our Warranty Policy.

  • If you believe you’ve received a defective item in your order, please contact us at help@byotto.com.au as soon as you become aware. Please also ensure you read through our Warranty Policy beforehand.