HELP & FAQ
Our Products
- Do you offer your designs in metals other than sterling silver?
- Am I able to create a bespoke piece?
- Do you only work with Boulder Opal?
- Where does Boulder Opal come from?
- What is the difference between Boulder Opal and other opals?
- Is opal semi-precious or precious gemstone?
- Is opal fragile?
- What is the best way to care for my piece?
- Are miners treated fairly?
- What colors does opal form in?
- Do you use solid opal?
- Do you have ring sizing information?
Shipping & Returns
- What are your shipping rates and policies?
- Do you ship internationally?
- Who do you ship with?
- How long will it take to receive a piece once it is purchased?
- Am I able to return my Urban Boulder piece?
- What is your return policy?
Other Information
- What is the best way to get in touch with Urban Boulder?
- If I lost my connection whilst in the middle of ordering what should I do?
- What forms of payment do you accept?
- How can I access my order?
- Do you wholesale as well?
- What are your website's terms of use?
- What is your privacy policy?
- Do you offer your designs in metals other than sterling silver?
- Yes, absolutely. We can create a bespoke piece for you in Gold or Platinum. Please refer to the bespoke section of our site for additional information.
- Am I able to create a bespoke piece?
- Yes, we would love to work with you to achieve this. We can work with any precious metal and will give you the option to hand select the opal. Please contact us to start the process.
- Do you only work with Boulder Opal?
- Yes for now. It is Boulder Opal that provides the inspiration and makes sense for the designs we have but you never know what is around the corner!
- Where does Boulder Opal come from?
- Boulder Opal is found in the remote parts of Queensland, Australia. To learn more please visit the opal section of our site.
- What is the difference between Boulder Opal and other opals?
- Boulder Opal is one of three main types of opal found in Australia. The other two are black and white opal. Boulder opal is the only precious gemstone in which every single stone is unique. Not even the other types of opal can claim that!
- Is opal semi-precious or precious gemstone?
- Australian Boulder Opal is a precious gemstone just as sapphires, rubies, diamonds and emeralds.
- Is opal fragile?
- Whilst opal isn't as hard as a diamond it is still a pretty tough gemstone. Treat it with a little care and you will be fine. It is a precious stone after all.
- What is the best way to care for my piece?
- As it is made of precious elements it will need a little TLC from time to time. The silver we use is natural sterling silver so it will tarnish with wear. When it does, simply give the piece a quick rub with the Urban Boulder cleaning cloth and it will polish up like new.
Please do not use the cloth on the opal though…it isn't meant for precious stones. There are a few other things opals don't like: oily products like sunscreen, hairspray and dirty water, so remember to take your Urban Boulder jewelry off when washing the dishes. If the opal does get a little dirty just wipe it with a damp cloth, this way it will stay vibrant forever. - Are miners treated fairly?
- The Boulder Opal industry is comprised of a series of independent miners who lease and mine the land in search of opal. We buy directly from the miner and know a good majority of them on a first name basis. Our opal section (click on the "miners" tab) has a great video with one of the miners we work with…his name is Lou.
- What colors does opal form in?
- Amazingly opal is the only gemstone that can have any color in the rainbow!
- Do you use solid opal?
- Yes, we only work the natural solid opal. We do not use doublets or triplets, which are a processed form of opal.
- Do you have Ring Sizing information?
- What are your shipping rates and policies?
- Urban Boulder provides free domestic shipping for products that are sent and delivered within the United States (including Alaska and Hawaii). Urban Boulder also provides free international shipping for products that are sent outside of the United States on product orders of over five hundred U.S. dollars ($500). For international shipping of products for orders equal to or less than five hundred dollars, you will be charged for the cost of shipping. For international shipping of products, regardless of the value of the order, you will be responsible for the payment of all related taxes and duties.
- Do you ship internationally?
- Yes, we ship globally to almost every country in the world. All orders over $500 USD are shipped free of charge. You will just need to pay for the duty and taxes.
- Who do you ship with?
- We ship with UPS. They can accommodate our need to ship to anywhere in the world and ensure the precious piece you have purchased will arrive safe and sound.
- How long will it take to receive a piece once it is purchased?
- As every opal is individual the piece you purchased is the actual piece you will receive, not a replica. Think of it like purchasing a piece of original artwork. Once we receive confirmation of the purchase we will ship it within three business days via UPS. Depending on where you live will depend on when you receive it but expect to have it your hands within a few days to a couple of weeks!
- Am I able to return my Urban Boulder piece?
- Yes, we enable our clients to return their piece if they wish, however refer to our returns policy directly below for all of the details. The one exception is earrings.
- What is your return policy?
In order to return a product, you must take photos of the product and packaging, and email it to us with: (i) your name and address, (ii) the reason for the return, and (iii) the original order number at returns@urbanboulder.com. The product must be in new and saleable condition, without any marks, and inside the original packaging, unless it was damaged during shipment to you. Please specify in your email if the product was damaged during shipment to you. Once we receive your email and photo(s) and upon our approval of the return, we will email you a return shipping label. PLEASE NOTE EARRINGS MAY NOT BE RETURNED.
The product must be sent via UPS either using the box it was sent in or a similar UPS box and, in all cases, encased with bubble wrap or the like. You are responsible for all expenses related to the return of the product, unless the return is due to damage caused to the product during shipment to you.
Products will be returned for full refunds if returned in saleable condition, according to the terms of this section, within twenty-one (21) days of purchase and accompanied by a sales receipt. In such cases, a refund will be made to you upon request if payment has been received. Gift recipients are entitled to a nonrefundable merchandise credit. To return or exchange your gift selection, please follow the instructions included with your package.
- What is the best way to get in touch with Urban Boulder?
- It is really up to what is easiest for you. You can email, call or even write a letter. Please see our Contact Us section for all of the contact information.
- If I lost my connection whilst in the middle of ordering what should I do?
- The best thing to do is email us to let us know and we can confirm if you successfully purchased the piece or not. Our Contact Us section has all of our contact information.
- What forms of payment do you accept?
- We accept American Express, VISA, Discover and Mastercard. If you aren't able to use any of these please let us know and we will try to find a way to help you.
- How can I access my order?
- Urban Boulder will send you email confirmation upon purchasing a piece as well as emails once the piece is shipped. As a member you can sign in at any time and view your order.
- Do you wholesale as well?
- Yes we do. Please refer to our Contact Us section for the best way to get in touch. We would love to hear from you.
