FAQs

OPAL GEMSTONES AND OPAL JEWELLERY
Where does Black Star Opal source its unset opals and opal jewellery?
What determines the price of an opal?
How do I know I am purchasing a piece of genuine Australian opal?
Will my opal look exactly as it does in the picture?
How do I purchase the correct size ring?
How do I clean and care for my opal?

PURCHASING AND PAYMENT
Who pays international taxes and import duties if applicable?
When will my order be processed?
I'm having problems completing an order. What do I do?
Does Black Star Opal offer secure credit card processing?
Are my personal details secure?

SHIPPING AND DELIVERY
Where does Black Star Opal ship items and what is the cost?
What shipping service does Black Star Opal use?
Is my purchase insured during delivery?
How long will it take for my purchase to arrive?
Am I able to deliver an item to someone else?
What can I do if my purchase has been damaged during shipping?

RETURNS AND EXCHANGES
Can I return an item I have purchased?
How soon will I receive my refund or exchange?
How should I pack and send the item I wish to exchange/return?

GIFT CARDS AND GIFT WRAPPING
I would love to give someone a gift from Black Star Opal but I’m not sure what to buy. Do you offer gift cards?
Does Black Star Opal offer a gift wrapping service?

OPAL GEMSTONES AND OPAL JEWELLERY

Where does Black Star Opal source its unset Australian opals and opal, gemstone and crystal jewellery? 
All unset solid opals come directly from Australia’s world-famous opal fields renowned for producing beautiful, high-quality natural opals, including Lightning Ridge and White Cliffs in outback NSW; Coober Pedy and Mintabie in South Australia; and Winton in Queensland.

Black Star Opal has long-term relationships with many opal miners as well as jewellery manufacturers, suppliers and skilled jewellery designers, both in Australia and around the world. Our jewellers either handcraft or we hand select our jewellery pieces, ensuring only the best quality, and most affordable, items are available from our online store, as well as our retail store The Opal Centre, located at The Big Banana in Coffs Harbour.

What determines the price of an opal?
Like all gemstones, the value of an opal depends on several factors including the type of opal (solid, doublet, triplet, black, white, crystal, boulder, etc), body tone, brilliance, pattern, colour bar thickness, and play of colour.

Other key factors that affect an opal's price are the size (carat weight), cut and polish of the stone. For more information about how opals are valued, please read our article The Value of Australian Opal.

How do I know I am purchasing a piece of genuine Australian opal?
Black Star Opal only sells 100% natural, ethically sourced Australian opals and opal jewellery, and we guarantee our collection for authenticity and quality. 

In addition to solid opals, we sell doublet and triplet opals, which are opal composites that feature natural opal as the main component. Doublet and triplet opals are sold throughout the world, mainly as an affordable alternative to natural black opal, retaining the beauty of this precious gemstone without the higher price often associated with the rare and precious black opal. Black Star Opal does not sell synthetic opal, which contains no natural opal and is man-made and created in a laboratory. 

We also retail all our products via our retail store The Opal Centre, which is located at the Big Banana in Coffs Harbour. Our retail store has been operating for over 35 years, and we have been involved in the Australian opal industry for more than 50 years.

We provide Certificates of Authenticity for most gold opal jewellery and, upon request, can provide Certificates for all other opal jewellery.

We are also a proud supporter of the Australian Opal Centre, as an AOC Founder, which is dedicated to showcasing rare opalised fossils and Australian opal.

Will my opal look exactly as it does in the picture?
We always try to capture the most accurate photographic representation of the colours and patterns of the opal gemstone or opal jewellery you are purchasing. However, you may be pleasantly surprised when receiving your purchase that the opal may showcase a broader colour palette and brighter pattern than you thought! If you'd like additional photographs or video of our opal jewellery pieces or opal gemstones, please contact us and we will supply these where possible.

Please note: As we have multiple items of various jewellery designs in stock, some opal jewellery images are representative of the item's style and design only. Opals in these products may differ slightly in colour or pattern. All opal pendants come with the gold plated or silver plated display chain pictured.

How do I purchase the correct size ring?
All rings sold through Black Star Opal are sized according to Australian and USA jewellery standards. To determine your correct ring size, we advise you print and refer to our convenient ring sizing guide and international conversion chart before placing your order.

Where possible, Black Star Opal is able to resize most 9K, 14K and 18K gold opal rings. Just let us know upon purchase if resizing is required and we will let you know if it’s possible. Please note: We do not offer a refund or exchange for change of mind on resized opal rings.

Silver or gold-plated silver rings cannot be resized. However, if you find a design you like but the correct ring size is not available, please contact us and we will do our best to source one for you.

Please note: we do not offer refunds for change of mind on resized opal rings.

How do I clean and care for my opal?
Treat opal as you would any other precious gem. When handled with care and cleaned in the correct way, your opal should last throughout time. To clean opal, wipe lightly with a damp soft cloth and mild detergent. For opal jewellery, you can also use a jewellery polishing cloth to clean the metal. We recommend taking your opal jewellery to a jeweller for professional cleaning as and when it needs to be cleaned. Take extra care not to immerse doublet and triplet opals in water for extended periods of time. Read our Top 5 Tips for caring for your opals.

Opal is the same hardness as glass, so when treated poorly or hit or knocked against a hard surface, this gemstone can, on occasion, unfortunately crack. Gemstones and gemstone jewellery are not indestructible, be they diamonds, sapphires or opals. Opal rings especially should be treated with great care and not worn while doing household chores, gardening, playing sport or any other activity that may cause damage to your opal gemstone. 

We also strongly advise avoiding bleach, chemicals and harsh cleaners, including ultrasonic cleaners; recommend removing your opal jewellery before using pools or spas; and encourage storage away from very hot natural or artificial light. 

If you find your opal jewellery tarnishing or discolouring over time, we recommend using a jewellery polishing cloth or taking it to your local jeweller to restore it to its previous shine. Tarnishing does not always mean your jewellery is damaged but is usually oxidisation as the result of exposure to environmental factors, humidity, chemicals, perfume, makeup, water and even human sweat.

Please note: Black Star Opal is not responsible, nor will provide a refund or free replacement, for any damage caused to an opal gemstone or opal jewellery through wear and tear, accidental or purposeful damage, or through any other misadventure or negligence. This includes loose and set opal gemstones that may crack, chip or break during ownership, wear or while being set into a piece of jewellery. We like to think of the purchase of opal jewellery as the same as a car - once you buy and drive it away, any physical damage is the responsibility of the owner, not the seller.

All opal jewellery is cleaned and inspected thoroughly prior to packaging to ensure each piece shipped is the highest quality possible and no prior damage to an opal gemstone or opal jewellery is evident. In the rare case of a manufacturing fault, we work with the customer to provide a satisfactory resolution, which can include a refund, repair or replacement. 

PURCHASING AND PAYMENT

What methods of payment does Black Star Opal accept?
Black Star Opal accepts most methods of payment including Visa, MasterCard and American Express credit and debit cards, PayPal, Afterpay, Google Pay, Apple Pay and Shop Pay. 

Do I need to pay the Australian GST if I am shipping to another country?
In Australia, GST (Goods and Services Tax) is a value-added tax of 10% added on to most goods and services transactions. If you are shipping outside of Australia, you do not need to pay this tax, as exported goods are tax-free. For ex-Australian shipping, the Australian GST will be deducted once the destination address is completed on the checkout page. If you are shipping to an address within Australia, you will need to pay the GST on your order. The GST is included in the product price.

Do I need to pay international taxes and import duties if I ship outside of Australia?
If you ship outside of Australia, you may be liable to pay importation taxes and duties in your country once we ship your order to you. Black Star Opal does not cover any international taxes and import duties for purchases shipped outside Australia, which are to be paid by the customer. Each country has different tax and customs rules, and it is the responsibility of the customer to check if you must pay local customs or any additional importation fees before finalising your purchase. These import duties and taxes are not payable by Black Star Opal nor do we have any control over their cost or payment, nor any customs delays while payments are waiting to be processed.

Your local postal service or customs agency will typically contact you for payment of these duties once your package reaches its destination country. If you haven't heard from them, please check with your local customs agency or postal service for payment instructions. Please note: Customs agents can hold your item until import taxes and duties have been paid, so please ensure immediate payment of these so your package reaches you as quickly as possible. 

When will my order be processed?
We try to ship orders as soon as we can. Most orders made before noon AEST are processed the same day, with orders made later in the day usually shipped at the start of the following business day. Orders received on the weekends are usually shipped on the following Monday. At peak times such as the period leading up to Christmas, we can take several trips to the post office daily to ensure your order is sent as quick as possible!

Once your order has been shipped, you will receive an email with a tracking number or tracking link to follow your package's journey to your door. The letter and number combination seen on the shipping email is your tracking number. For international shipments, tracking numbers typically start with an LK for standard shipping and EJ for express shipping. If you have not received a shipping email, please check your junk folder in the first instance and, if you still cannot locate it, contact us and we will resend it to you. 

Your tracking number can be used to track your package either on the Australia Post tracking page here or your country's postal service website. Simply visit your country's postal service tracking web page eg USPS in the USA, Royal Mail or Parcelforce in the UK, and input the tracking number where required. With Fedex packages, the tracking number will only work on the Fedex tracking page.

Please note: As our website operates on the Shopify platform, the shipping email may ask you to visit to the Shop website or app for tracking updates. This may involve downloading the Shop app to do so. If you are not comfortable using the Shop app to track your parcel, please copy the tracking number and visit the Australia Post or your country's postal service tracking page instead.

I'm having problems completing an order. What do I do?
Please contact us as soon as possible and we will be happy to assist you.

Does Black Star Opal offer secure credit card processing?
Our site is powered by the e-commerce platform Shopify, which provides a secure shopping cart that is certified Level 1 PCI DSS compliant and uses industry standard 128 SSL certificates - this is the same level of encryption large banks use to keep information secure. Rest assured, your Black Star Opal online shopping experience is encrypted and safe from hackers.

Are my personal details secure?
We will never pass on any of your contact details or personal information to any third party, ever. These are kept highly confidential and in a secure and safe location.

SHIPPING AND DELIVERY

Where does Black Star Opal ship items to and what is the cost?
We ship items quickly and securely to most addresses in Australia and around the world. We offer free standard worldwide shipping for all orders over AUD $200. Orders under AUD $200 incur a AUD $15 delivery charge within Australia and a AUD $20 delivery charge outside Australia.

We also offer domestic and international express post. Express shipping under AUD $200 is AUD $20 within Australia and AUD $40 outside of Australia. Express shipping between AUD $200 and AUD $1500 is AUD $10 within Australia and AUD $20 outside of Australia.

All orders over AUD $1500 will be express shipped free of charge. 

Which shipping service does Black Star Opal use?
Worldwide standard shipping is provided through Australia Post, which offers a range of convenient delivery solutions, and their global partners eg Royal Mail and Parcelforce in the UK, and USPS in the USA.

Parcels sent within Australia are shipped via Standard Post, and outside Australia via standard Air Mail, unless express shipping is requested. Once shipped, customers will receive a confirmation email with a tracking number for their parcel, which can be checked via the Australia Post tracking web page or your country's postal service website.

We can also ship globally through FedEx upon request, however this will incur an extra cost that will vary dependent on your location.

Please note: Black Star Opal is not liable for any extra duties or taxes your country may charge on an imported item. For more details information about importation taxes and duties, please see above in our Purchasing and Payment section.

How long will it take for my order to arrive?
Once we receive an order, we endeavour to pack and ship to you on the same day. Orders made after noon AEST may be shipped the following business day. During peak postal times such as the Christmas season, we may ship items multiple times a day to ensure the quickest shipping service possible.

Once your order is sent, you will receive an email with your tracking number so you can follow your order’s progress to your door. If you have not received a shipping email, please check your junk folder in the first instance and, if you still cannot locate it, contact us and we will resend it to you. 

Standard Australia Post delivery to most countries is usually around 10 to 12 business days, while delivery within Australia is usually between two to eight business days. Express international delivery is usually between five to eight business days, and within Australia is between two to four business days.

Please note: While we would love to guarantee your package will arrive within the timeframe noted above, we are unable to do so. These timings are provided by Australia Post and are an estimated guideline only. Some shipments may take longer, others may be quicker. Once we ship your item as requested (Express or Standard shipping), Black Star Opal has no control over how long your order will take to reach you, nor can we influence delivery times during the delivery process.

We find while most packages are delivered globally in a timely manner, unfortunately every now and again - especially during peak gifting seasons such as the lead up to Christmas when the global postal service is overwhelmed - transit delays can occur and packages can be delayed. While we appreciate this can be a frustrating experience, we request your patience and understanding that Black Star Opal cannot influence global shipping times and is not responsible nor to be held liable for any shipping delays. Orders cannot be refunded while delivery is in process, regardless of any shipping delays that may occur. 

International customs agencies may hold your parcel for a period of time for processing. Black Star Opal has no authority over, or involvement with, this processing time, and cannot provide an estimate of how long customs will hold your parcel. Customs processing times are not taken into account for shipment times in the Australia Post international delivery guideline.

We recommend if you are shipping outside Australia to keep an eye out for notices from the local customs or postal agency regarding any import duties or taxes that must be paid. Black Star Opal is located in Coffs Harbour, a regional New South Wales city, which may impact shipping times. For more information on international shipping and estimated delivery times, please visit Australia Post.

My parcel is not moving, is delayed or appears lost. What do I do?
While the majority of packages reach their destinations safely and on time, on occasion there can be unforeseen delays (especially during peak gifting seasons), and packages can on very rare occasions be lost or stolen during shipment. While this can be a disappointing experience, Black Star Opal is in no way responsible for these delays, or any loss or theft during transit.

If your item appears to be not moving or is very delayed beyond the shipping guideline provided, please contact your country's postal service with your tracking number in the first instance. On most occasions, this will rectify the situation as your parcel may be held in customs awaiting payment of importation duties or there could be local transit issues. Please note: Packages are scanned multiple times during shipment, which updates the tracking journey information, however at busy times scanning can be missed and a package may appear to not be moving but is actually in transit.

If your local postal service cannot assist you, please contact Black Star Opal and we will initiate an inquiry with Australia Post. Usually 28 days must pass from the shipment date before Australia Post will investigate a missing or stolen parcel, so your patience during the process is appreciated. All packages are insured for delivery, so in the rare instance an item is lost or stolen during shipping, customers will receive a full refund for their purchase.

Please note: Black Star Opal is unable to process refunds for packages while in transit to a customer, regardless of any delays that occur. We can only refund an item once we receive the item back from a customer or the postal service. For items lost or stolen, we will process a full refund as soon as Australia Post concludes their investigation and confirms the status of the shipment. Black Star Opal is not liable for any loss, theft or damage of your package once it has been delivered. It is the responsibility of the customer to ensure a package is delivered to a safe and secure location.

Is my purchase insured during delivery?
All domestic and international parcels are insured free-of-charge through Australia Post against theft, loss or damage during delivery.

What can I do if my purchase has been damaged during shipping?
In the unlikely event there is damage to your purchase during delivery, please contact us immediately.

I would like to change something about my order, what can I do? 
Email us as soon as possible at info@blackstaropal.com. Please include your name, order number and as much information as possible. If your order has not yet shipped, we may be able to accommodate your request. Please keep in mind that we do ship orders either the same day or the next day, so make sure you contact us as soon as possible. Please note: Once shipped, we cannot cancel or refund an order whilst it is in transit, only when it has been returned to us.

Am I able to deliver an item to someone else as a gift?
Yes, if you would like an item delivered as a gift, we are able to send the package to the recipient - even gift wrapped if you like. Please note, there may be a requirement for a signature on delivery. Please ensure any returns for change of mind are initiated within 30 days of ordering as we will not be able to process a refund for change of mind after that time.

RETURNS AND EXCHANGES

Can I return an item I have purchased for change of mind?
Black Star Opal is dedicated to ensuring you are satisfied with your purchase and with our services. If you are not 100% satisfied, please contact us immediately. 

If for any reason you would like to return your order, it must be sent back to us within 30 days of purchase for a full refund or exchange. Once 30 days have passed, unfortunately we will not be able to assist you with a refund or exchange. To ensure you are able to exchange your order, please open and inspect your jewellery as soon as possible upon receipt and notify us immediately if you'd like to initiate a return. While we understand some items may be held as gifts for special occasions, once 30 days have passed we will not be able to organise a return for change of mind.

You must provide the original invoice, and all original certificates and accessories, as applicable. Items must be returned unworn, unaltered and in the original condition they were sent, including the original jewellery box packaging. Returns or exchanges are not allowed on customised items including resized gold rings, whether we have resized the ring on behalf of a customer or a customer has resized the ring upon receiving it.

Please note, the original shipping and handling fees, any shipping and handling fees the customer incurs, and any international import duties or taxes are non-refundable on returned items for change of mind, unless the item is faulty.

Can I return an item I have purchased if it is faulty or breaks?

In the rare instance your opal jewellery is faulty due to a manufacturing issue, Black Star Opal will work with our customers to ensure a satisfactory outcome, be it refund, repair or replacement. We expect most manufacturing issues to be evident within the initial period of wear, and will work with customers on a case by case basis to assess any manufacturing issues that may arise.

Black Star Opal is not liable nor responsible for nor will we provide a refund or free replacement for any damage caused to an opal gemstone or opal jewellery through wear and tear, accidental or purposeful damage, or through other negligence. This includes cracking, chipping or breakage of opal gemstones. All of our opal jewellery is cleaned and inspected closely prior to packaging to ensure each piece is the highest quality possible and no prior damage to an opal gemstone or opal jewellery is evident.

Opal is the same hardness as glass, so when treated poorly or hit or knocked against a hard surface, this gemstone can, on occasion, unfortunately crack. Opal rings especially should be treated with great care and not worn while doing household chores, gardening, playing sport or any other activity that may cause damage to your opal gemstone. 

We also strongly advise avoiding bleach, chemicals and harsh cleaners, including ultrasonic cleaners; recommend removing your opal jewellery before using pools or spas; and encourage storage away from very hot natural or artificial light. 

If you find your opal jewellery tarnishing or discolouring over time, we recommend using a jewellery polishing cloth or taking it to your local jeweller to restore it to its previous shine. 

Opal jewellery is typically set into a bezel setting or claw setting. At times, claws can snag on clothing or become knocked during wear, potentially causing the opal gemstone to fall out. If this occurs, we recommend taking your opal jewellery to a professional jeweller for repair. 

How soon will I receive my refund or exchange?
Once the returned item has been received by Black Star Opal and accepted for a return, we will initiate a refund immediately. Please allow two to four (2-4) weeks for your account to be credited by your bank. It may take one to two billing cycles for the refund to appear on your credit card statement. Your refund will be credited to the same form of payment used in your original purchase.

Due to the time involved in receiving your return/exchange and attending to the amended order, we recommend placing a new order immediately for the item you want. We cannot guarantee the item will still be in stock.

How should I pack and send the item I wish to exchange/return?
You should pack and send your exchange/return to us in just a few simple steps:

1. Ensure you repack your item securely, in the original packaging.
2. If you would like an exchange, place another order online as soon as possible. We will credit you as required for your return once it is received. (Unfortunately we cannot accept requests for exchanges to be shipped before receiving your return.)
3. For your protection, we recommend that you use a secure method of postage and insure your item for delivery.
4. Please send returned items to: 
   Black Star Opal, P.O. Box 242, Coffs Harbour, NSW, 2450, Australia
5. Please keep and email us the return Tracking Number from the package you are returning to ensure we receive the package.

Please note: We are not responsible for packages lost in transit. All return shipping charges must be prepaid and we cannot accept COD deliveries.

GIFT CARDS AND GIFT WRAPPING

Do you offer gift cards?
Unfortunately, Black Star Opal does not currently offer gift cards, however this will be on offer in the near future. In the meantime, if you need help with selecting the perfect gift please don’t hesitate to contact us.

Does Black Star Opal offer a gift wrapping service?
All opal gemstones and opal jewellery products are packaged in a durable and attractive box that will keep your item safe and secure during shipping and delivery. If you would like the item gift wrapped, please add this instruction to your order or contact us with your order number and we will be more than happy to gift wrap free of charge.

For more information on our Terms of Service, please click here