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FREQUENTLY ASKED QUESTIONS

Below you'll find answers to the questions we most frequently receive.

Our Pearls

Q: Where do Kailis pearls come from?
A: Kailis' South Sea pearls are grown in the pristine waters off the north west coast of Australia, and the worlds most repuatable and highest quality providers in other parts of the worlds. 

Q: How are Kailis pearls different from other pearls?
A: 
Kailis pearls are born naturally beautiful, requiring no treatment processes to alter them. At the very most only the best 10% of what is produced annually makes the stringent criteria to be a Kailis pearl –only the best pearls are selected by the highly trained Kailis pearl graders for being set into Kailis jewellery.

Q: How long does it take to produce a pearl?
A: It takes two years of dedication and nurturing for the oyster to produce a single Kailis pearl, born from the Pinctada maxima or Pinctada margaritifera oyster - the largest pearl producing oysters in the world.

Q: Where are Kailis Golden South Sea pearls from?
A: The Pinctada maxima oyster is native to the crystal clear warm waters of Australia, the Philippines and Indonesia. Like the Australian South Sea pearl, golden pearls are grown in the Pinctada maxima oyster, however for a golden pearl to be produced the oyster must have a gold coloured lip.

Q: Where are Kailis Tahitian pearls from?
A: Tahitian pearls are grown from the Pinctada margaritifera, a black lipped oyster which thrives in the waters of Tahiti and French Polynesia.

Q: What are Keshi pearls?
A: Japanese for poppy seed ‘Keshi’ pearls are small seedless pearls, perfectly unique in size and shape. Layers upon layers of nacre are precisely placed over time resulting in a small individual miracle of nature. Keshi pearls can be found in a number of pearl producing oysters, however it is the Australian South Sea Keshi pearls which are famed for their superior quality, remarkable lustre and glowing surface. Often confused for natural pearls, Keshi pearls are a result of the culturing process and are often not discovered until the very end of the pearling process. These small, but beautiful gems are treasured for their organic appearance and are a truly beautiful works of art.

Q: What are Baroque pearls?
A: Baroque pearls describe interesting and uniquely formed pearls, occurring in all oyster varieties. Baroque South Sea pearls can grow to be quite large in size and can develop beautiful ribbons of lustre and colourful hues across their surface due to the irregularly growing form of each pearl. Baroque pearls are famed for their distinctive and usually asymmetrical form which, when set into jewellery, become wearable forms of magnificent art.

Q: Do Kailis have their own pearl farms?
A: Kailis were pearl farmers for 30 years but now works closely with the pearl producing companies who purchased their farms, and other leading pearl providers. We have good relationships which ensure that we are still able to access the very best of all the pearls produced. All of Kailis’ resources are now focused on creating the most beautiful settings to highlight the virtues of the world’s most valuable pearls.

Q: Why do pearls have small markings on them?
A: Pearls are the only gem produced by a living organism. The minor blemishes and marks found on a Kailis pearl are the natural birth marks of that particular pearl. Like humans no two pearls are alike.

Q: Are the diamonds used in Kailis jewellery ethically sourced and conflict free?
A: Yes – Kailis only selects diamonds from trusted suppliers who guarantee the diamonds were not sourced from mines or dealers involved in funding conflict and are in compliance with the United Nations resolutions.

Q: How can I be sure I am getting the best?
A: Kailis provides a certificate of authenticity to guarantee the pearl within the piece of jewellery is un-treated and of natural colour and origin. Kailis designs are modern and contemporary and include a hidden black diamond as another guarantee it is an authentic Kailis design.

Q: How do I know what ring size to buy?
A: We would recommend visiting your nearest Kailis boutique, stockist or jeweller to have your finger size accurately measured. If your size isn’t available online you can place a special order with us to make sure your ring has the perfect fit. If you are ordering a ring as a gift and are unable to order the exact size, you can return the ring to Kailis to be resized free of charge after it has been given to the recipient. Most Kailis rings can be resized but please confirm with us by contacting customercare@kailis.com.au or calling on (08) 9239 9387 between 8:30am and 4:30pm Western Standard Time.

Q: How do I care for my pearls?
A: Please see our page Caring For Your Pearls where we have detailed everything you need to know about caring for your treasured Kailis jewellery.

Shipping, Payments & Delivery

Q: Do Kailis ship internationally?
A: Kailis ships to most international destinations. We use FedEx to ensure the fastest and safest delivery. Some countries apply a tax to imported foreign goods. You should check with your local taxation department to see what tax, if any, will be applied.

Q: Do Kailis ship regionally?
A: Kailis ship to every corner of Australia. If you have any questions please contact our customer service team at customercare@kailis.com.au or on (08) 9239 9387 during 8:30am to 4:30pm Western Standard Time.

Q: What is the usual delivery time for an Australian order?
A: Deliveries within Australia are usually sent overnight. In some instances despatch may take up to 3 days. Please allow up to 6 business days for your purchase to be delivered. If you have not received your order within 6 days please contact us at customercare@kailis.com.au or on (08) 9239 9387 between 8:30am and 4:30pm Western Standard Time and we will follow up the status of your delivery.

Q: What is the usual delivery time for an international order?
A: International deliveries take between 3 and 7 days from dispatch. In some instances despatch may take up to 3 days. You will be sent an email once your item has been dispatched, or you can login to your account and check the status. Please allow 10 business days before contacting us at customercare@kailis.com.au or on +61 8 9239 9387 between 8:30am and 4:30pm Australian Western Standard Time to follow up the status of your delivery.

Q: What online payment options will Kailis accept?
A: We accept Visa, Mastercard, American Express and PayPal payment options using a secure gateway. If you would like us to process your payment over the phone you can call us on (08) 3239 9387 during 8:30am to 4:30pm Western Standard Time.

Q: Do you provide gift wrapping and cards with orders?
A: When checking out online you will be provided with the option to nominate some or all of your items as gifts at Step 4 - Shipping Method. You will then have the choice to select Classic or Chinese Red gift wrap. To add a personalised message click on ‘Gift Message’, or you have the option to leave this blank if you do not wish for a message to be included.

Q: My Kailis Jewellery purchase hasn’t arrived, what should I do?
A: You should receive status updates via email when; you place an order, your payment is processed and your item has shipped. These updates are also available in your account online if you log in. If you have any further questions please contact our customer service team at customercare@kailis.com.au, or on (08) 9239 9387 during 8:30am to 4:30pm Western Standard Time.

Q: I need help deciding, can a personal shopping assistant contact me? 
A: Kailis offer a personal shopping service to help you select the perfect gift. Please contact our friendly team at customercare@kailis.com.au to have someone call you, or call us on (08) 9239 9387 between 8:30am and 4:30pm Western Standard Time to speak with a Kailis Jewellery personal shopping assistant.

Refunds & Returns

Q: What is your warrenty refund and return policy?
A: We treasure the fact that each Kailis pearl is a rare and unique creation. We are dedicated to crafting luxurious pieces of jewellery that make a hero of these precious pearls. Our pride lies in setting each carefully hand-selected pearl into quality pieces that last through time and beyond trends. Every pearl that carries the Kailis brand is assessed to our strict brand standards before being set into jewellery by our master jewellers. Every piece of Kailis jewellery is accompanied by a Certificate of Authenticity, detailing its origin and natural qualities of lustre, size, shape and colour as graded by Kailis Australian Pearls.

Kailis Jewellery offers a 24 months warranty from the date of purchase against defects in material and/or workmanship on all of the products that we sell, with the exception of Silver collection items and non-jewellery items, such as corporate gifts including pens and cufflinks on which Kailis Jewellery offers a 12 month warranty from the date of purchase.

If you receive the wrong item or an item that does not match the description of what was ordered, Kailis Jewellery will accept items for replacement with the correct item, exchange or credit note if returned in saleable condition, with the original sales receipt, all original packaging and within 30 days of the original purchase date.

If you have simply changed your mind about your Kailis Jewellery purchase, we may, at our discretion, accept items for exchange or credit note if returned under the same conditions. If the original sales receipt is not available, (for example, because you received the product as a gift or the original receipt is lost by you), we may, at our discretion, offer an exchange only so long as the Kailis Jewellery item is returned in saleable condition and with all original packaging.

Costs and liabilities relating to the return shipping of exchange items are at the risk and expense of the person sending them if there is found to have been no error or the item has been returned because you have changed your mind.

Q: I live overseas, how do I return a product for a warranty claim?
A: To contact Kailis regarding any repairs or returns you can email us at customercare@kailis.com.au or call us on +61 8 9239 9387 between 8:30am and 4:30pm Australian Western Standard Time.

Q: I live in Australia and how do I return a product for a warranty claim or return?
A: To contact Kailis regarding any repairs or returns please contact the store where you purchased your item or you can email us at customercare@kailis.com.au or on (08) 9239 9387 between 8:30am and 4:30pm Western Standard Time.

Repairs

Q: What should I do if my jewellery needs to be repaired?
A: All Kailis Jewellery items must pass a number of Quality Control checks before it leaves our workshop.

If you believe that a Kailis Jewellery item purchase has a fault, or is not fit for its original purpose or is otherwise not of merchantable quality, then we will gladly assess the item at our initial cost to determine the fault and its cause. If a fault is found from the assessment which is covered by our warranty, we will either repair or replace that item at no extra cost. If it is not possible to repair or replace the item, then we may offer an exchange, credit note or refund. This excludes items where the pearl does not match the photo, as every pearl is individual and some pearls may appear different in shape or colour to those pictured. Kailis will only replace or repair the item where the pearl does not fit the product description of size and described shape.

Kailis Jewellery’s warranty does not cover damaged items resulting from misuse, un-authorised repairs, accidents, alterations, exposure to corrosive or abrasive substances or other factors outside of normal expected use and Kailis Jewellery denies any obligation to take any action in respect of such damaged items. Please see the Caring for your Pearl Jewellery guide  for instructions on proper care and handling of your Kailis Jewellery items.

Other than in respect of manufacturing defects or a lack of either fitness for purpose or merchantable quality, repairs of products may incur a fee. 

We offer ring-resizing free of charge on any Kailis ring designs. Please contact our customer team if you require a ring to be resized.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure rendering the goods unfit for the purpose for which they were originally purchased or of unmerchantable quality and for compensation for any other reasonably foreseeable loss or damage. You may be entitled to have the goods repaired or replaced if the failure does not amount to a major failure.

To contact Kailis Jewellery regarding any repairs or returns please email: customercare@kailis.com.au

Can't find what you're looking for? Get in touch using our contact form, email us at customercare@kailis.com.au or phone us on (08) 9239 9387 between 8:30am and 4:30pm Western Standard Time.