You have questions? We have answers....


Order FAQ's

Can I cancel or edit my order?

We try to fulfill orders very quickly and are unable to cancel or edit any orders at this time.

What can I do if an item is "sold out"?

In the case an item is "sold out" please send us your details by clicking on the "Email Me When Available" button.

You will be placed on a Waiting List and be notified when the item is back in stock.

What happens if an item I ordered is unavailable?

If for any reason at all we’re unable to fulfill your order, we will:

* Let you know by email as soon as possible

* Let you know when your item will be available or do our best to offer you an alternative

* Reverse your payment, if the transaction has been processed

What Payment Options do you accept?

We accept payment by credit cards, Visa, Mastercard, Afterpay, PayPal and KATERINA ROZA Gift Cards.

Payments are accepted through the following express payment gateways:

* Shop Pay

* GPay

* ApplePay

Please refer to our  Privacy Policy for details on credit card security measures.

Also, please note that for the security of our customers, all payment types are subject to security review.

What is Afterpay and how does it work?

Afterpay is available for Australian Customers only !!!

Enjoy Now: Place your order and receive your order in the mail.
Pay Later: Pay in four fortnightly payments.
Interest Free: You won’t be charged any extra if you pay on time.

Simply select Afterpay as your payment method during checkout. You
will need to have an Australian credit/debit card, be over 18 years of
age and live in Australia.

For further information on Afterpay, please visit this link.

I have a problem with my credit card!

Please check the following:

* there are no spaces in your credit card number

* your name exactly matches the name on the credit card

* your billing address is the same address as on the credit card

* there are sufficient funds on the credit card

If you experience any further difficulties, please contact us and we'll be more than happy to assist.

Can I request for re-sizing on a piece listed on the website?

Most products listed on our website, can be adjusted in size.  The surcharge for adjustments in size depends on the items' design and components required.


Please specify your preferred size in the Special Instructions box in your cart. (There may be some minor adjustments to the design as component sizes vary per style).  We will evaluate your re-size request and advise you on the surcharge by email.  Size adjustments take approximately 1 week for production. 

Please JUST ASK - we will try to accommodate your requests, in the case it can be done, as best as we can.


In the case you have received your order and the sizing on your piece is not suitable for you - we are more than happy to re-size your piece, so that it fits you to perfection.

Please specify your preferred size (There may be some minor adjustments to the design as component sizes vary per style). 
Size adjustments take approximately 1 week for production. 

Just drop us a line with your re-sizing request, we will evaluate your re-size request and advise you on the surcharge by email. 

You will receive a Custom Merchandise Authorization (CMA) number, and the process of return.

Please JUST ASK - we will try to accommodate your requests, in the case it can be done, as best as we can.

When returning goods for re-sizing, we recommend you use a return shipping method with a tracking number. We are not responsible for returns damaged or lost in transit.

Due to the custom nature, all sales are final.

Do you offer Gift Wrapping?



Shopping online can be daunting, we want you to have the best experience possible! We want your shopping experience with us to be comparable to the outstanding service you would receive if you visited us in store! 

For us, that starts with our packaging! You deserve only the best, and when your new parcel arrives at your door, we want you to feel WOWED!

We truly want you to feel special and make your day! 

We pride ourselves on our packaging to ensure you feel special when unboxing your new Katerina Roza pieces!
Our gift boxes not only look good, but they are built for purpose! Yep, that's right! They keep your pieces safe on their journey to you! (Pro tip: They can be repurposed for storage!)

We are currently working on more sustainable packaging options for you too! So keep an eye out for when we launch this!

We go the extra mile. . .  

Jewellery is one of the most popular gift ideas out there! That’s why we offer FREE gift wrapping on all orders.  We don’t want you to have to worry about a thing, especially if it’s a gift for someone else!  

All you have to do is write your gift note in the “special instructions” section of your order in cart.  We even write all of your
gift notes by hand, so it has that extra special touch!

In the case that you are purchasing multiple items, please advise us which items you would like to be Gift wrapped separately, as with multiples pieces ordered, for shipping, they may all be packed into one Gift Box.

Shop today to experience a Katerina Roza unboxing for yourself!

Afterpay available.

What is your Returns & Exchange Policy?

All jewellery is thoroughly quality controlled and checked for any faults in our Sydney Studio, before they are dispatched to our customers. 

Pre-Orders, Bespoke/Customised pieces, Katerina Roza Gift Cards, Sale items, Gift Cards and items purchased during a promotional period are Final Sale.

Consumer guarantees for returns/exchanges do not apply to:

* Earrings - due to Australian health and safety regulations

* Change of mind

* Decided you did not like the purchase

* Decided you had no use for it

* Misused a product in any way that caused the problem

Please refer to our Returns & Exchanges Policy for more information.

Shipping FAQ's

What shipping methods do you offer?

Due to COVID-19 Australia Post is experiencing slight delays, therefore, estimated shipping/delivery times may be longer than expected.  Please ensure you take this into consideration when placing your order.

All orders are dispatched within 2 business days, from our Sydney Studio via Australia Post Standard Shipping. (This excludes the production lead time for bespoke/custom items)

We offer FREE shipping on all Australian orders.

For Australian orders - if you would like to receive your order sooner, we offer an Express Shipping upgrade at checkout.

For International Orders and more information on Shipping please refer to our Shipping & Delivery Policy.

Where do you ship?

Due to COVID-19 Australia Post is experiencing slight delays, therefore, estimated shipping/delivery times may be longer than expected.  Please ensure you take this into consideration when placing your order.

We currently ship Australia wide and Internationally. To see the list of International countries we currently ship to please refer to our Shipping & Delivery Policy.

Delivery FAQ's

How long will it take for my order to arrive?

Once you place your order, it will process within 2 business days. We’ll ship it out and send you your tracking number once it’s out the door.

Click on the Australia Post Tracking link and enter your tracking number for an updated shipping status on your order.

For more information on shipping times and international countries we ship to, please refer to our Shipping & Delivery Policy.

How do I track my order?

You’ll receive a shipping confirmation email with your tracking number as soon as your order ships out.

Click on the Australia Post Tracking link and enter your tracking number for an updated shipping status on your order.

Who pays Customs Duties on International Orders?

KATERINA ROZA is not responsible for any additional charges associated with international customs & taxes.

For International Shipping – You will be liable to pay your country’s applicable Import/Duty Taxes on receipt of your package. 

If the buyer refuses to accept delivery as they do not want to pay the Duty/Taxes, they then wear the cost of returning the order to us, and this includes the freight cost. 

These amounts will be deducted from their refund.

Why has my order been returned to Katerina Roza?

If your order has been returned to Katerina Roza, it's likely to be for one of the following reasons:

* The delivery address was incomplete (e.g. misspelled or missing information).

* The order was not collected from the pickup point after it being delivered.

* The package was refused.

If your shipment is "returned to sender", we recommend contacting us immediately, to verify your shipping address and have your order reshipped.

Please note, that re-shipping charges will apply.

My Tracking says "Delivered", but I didn't receive it, What can I Do?

If your package has been marked as delivered but you don’t see it on your doorstep, e-mail us at and we’ll help track it down!

When I received my order it was damaged in transit !

If your order is damaged in transit, please contact us immediately upon receipt of your order.

All packaging must be retained by receiver and failure to do so, may invalidate any claim with Australia Post.

Help! I received a wrong/faulty item !

Please inspect your order upon receipt and contact us immediately, in the unlikely case, the item is defective, damaged or if you receive the wrong item(s), so that we can evaluate and make it right.

To speed up the process please make sure you include your order number and details of the item.

Please refer to - RETURNS & EXCHANGES

Product FAQ's

What materials are used in your products?

Our luxurious brand aesthetic is reflected through the high-quality
materials used; the metal components are sourced from premium manufacturers in Europe, where the workmanship is second to none - having the highest-grade micron plating of 24K gold & 999 silver with an added Premium double E-coating finish to maintain the lustre of
each piece for many seasons to come.

Our metal components are Hypo-allergenic - Nickel, Lead and Cadmium Free, in accordance with EU REACH Regulations. 

The chains used in our pieces are 24K Gold-plated stainless-steel.
(Stainless steel will not discolour and is a more durable metal)

Other materials used in our designs are premium Austrian crystals, Swarovski® Crystals, Freshwater Pearls, Myuki® Rocaille seed beads and semi-precious stones.

The earring posts are Titanium - which is extremely lightweight and ideal for people with concerns about nickel sensitivity, it is the most bio compatible element (less than 0.6% of people are allergic to it) and will not irritate even the most sensitive skin.  Since titanium is inert and non-reactive to almost all chemicals it will never corrode
tarnish or rust.

What is 24K Gold and 999 Silver Plating?

24K Gold and 999 silver plating is a method of bonding a thin layer of liquid gold or silver onto the surface of another metal such as brass or stainless steel by electrochemical plating.

KATERINA ROZA pieces have
one of the highest quality plating.  Wear in plating is subject to change due to the acidity of the wearers skin, and exposure to products such as perfumes, moisturisers, tanning lotions or cleaning products.
Wear in plating and tarnish are not manufacturing faults.

The length of time that plating will last varies to each individual.
If you have not worn a plated item before we recommend researching this prior to purchasing.

What do you use to string your beaded pieces?

Our beaded necklaces and bracelets are hand-beaded on industrial strength beading wire and the majority of our Freshwater Pearl pieces are strung on natural silk thread, in our Sydney Studio.

If you are experiencing any problems with our hand-crafted beaded items, please reach out to us here.

To clean your semi-precious stones, gently wipe with a damp cloth.
Natural products such as semi-precious stones will take on moisture from their environment, so please avoid wearing them in water or exposing them to detergents or chemicals. Hair spray, perfumes, chemicals and soaps can damage and discolour the stones. Natural stones are subject to change over time through wear. 

How should I care for my Katerina Roza jewellery?

Our pieces are all limited in quantity and delicate due to the
handmade nature of each piece.They are designed to live a long life, if they are carefully taken care of. 

Please follow our recommended care guide below, to enable you to extend the life of your jewellery - with a little extra TLC, your pieces can be enjoyed and loved for many seasons to come...............

AVOID wearing your jewelry in the shower, ocean, or pool or undertaking any other sporting activities  We would also recommend removing when sleeping.

AVOID-  contact with chemicals, such as perfume, lotions, tanning products, hairspray, creams or similar products - chemicals in these products can cause

Definitely AVOID throwing your pieces into the bottom of our bag…….(Oops !!!)

AVOID banging your jewelry on table tops or against any other hard surfaces.

STORAGE – We advise storing your jewellery in a safe, dry place that is preferably
flat, out of direct light, free from moisture and away from any extreme heat.  Please ensure each piece is stored separately to prevent scratching, chipping or damage from direct contact with other jewellery.

CLEANING – After wear, it is advisable to clean your jewellery with a soft cotton cloth, to remove any moisture or chemicals from perfume, hairspray, moisturisers, tanning lotions etc., to help keep your jewellery sparkling.

REMEMBER - Occasionally let air get to your jewellery – avoid popping it into a jewellery box and forgetting about it for a long period of time!

For more information please refer to our Care Guide.

Can I have my Katerina Roza jewellery repaired?

KATERINA ROZA pieces are all hand made in our Sydney Studio.  We stand by our product and want you to be happy with your purchase! 

If your jewellery needs a little TLC (aka a repair), we'll take care of it with a one-time repair within 30 days of purchase at our discretion, and depending on the repair required - just drop us a line – include clear images of the item, with an explanation of the damage/breakage, and your purchase order number and we'd be more than happy to assist you!  It is at our discretion whether the faulty product will be repaired or replaced. 

If it has been over 30 days from purchase, and we still have available components to repair your piece, we're still happy to help - there will be a charge depending on the repair required.

Contact us with your repair request, including clear images of your item, with an explanation of the damage/breakage and we'd be happy to assist you!

Return postage will only be charged for any repairs required on goods purchased over 30 days. 

Will my jewellery tarnish?

Tarnish occurs for many reasons and is subject to the environment of the wearer.

Tarnish is not a manufacturing fault as it can be caused by many different things such as perfumes, moisturisers, tanning lotions and cleaning chemicals. Even ones' skin acidity can cause metals to tarnish.

Tarnish can also be a result of oxidation from the way items are stored. Oxidation is a natural process that occurs from the combination of oxygen with a substance forming oxide. This can be caused by either lack of oxygen or too much oxygen exposure.

We recommend storing your pieces in a purpose-made jewellery box. We find that a simple polish with a clean microfibre or jewellery polishing cloth will remove tarnish. 

For more information please see our Care Guide.






Need help ? We're here for you.

For general enquiries & support please Contact Us

Our customer service hours are:  Monday-Friday: 10am to 6pm

Like you, we all like our weekends. We will get back to you first thing Monday morning.