Cullen Jewellery
OVERALL SCORE:
Strongly Recommended
Cullen Jewellery Review
Cullen Jewellery’s commitment to craftsmanship is evident throughout our research- customers rave about the durability and quality of their rings, and it’s refreshing to see no complaints about loose stones or bent prongs, issues which are all too common amongst the other jewellers we have researched. Cullen Jewellery’s pricing is also highly competitive, coming in at around 23% more affordable than the other brands, and making them one of the best value jewellers we have ever reviewed. Coupled with excellent shipping policies, free resizing within 12 months, and a lifetime warranty covering all manufacturing defects, it’s our strong opinion that Cullen Jewellery has designed their service with you in mind.
Visiting their showroom is memorable for all the right reasons. The consultants are knowledgeable and approachable, guiding you through the options without making you feel pressured to purchase. Cullen Jewellery’s clean, light-filled showrooms include unique touches like a view into the jeweller’s workspace, literally and figuratively enhancing transparency. Their website is just as polished. We consider it to be easy to use, packed with educational content, and perfect for efficiently browsing their extensive customisation options.
Cullen Jewellery excels in sustainability by exclusively offering lab grown diamonds that are certified carbon neutral, through a well-documented partnership with Clear Neutral. Furthermore, they plant a tree for every ring sold, demonstrating a tangibly positive environmental impact. Their charitable efforts, including sponsorships for children, volunteer leave for staff, and support for cancer research and local community initiatives, solidify their practical dedication to broader societal causes.
One thing to take into consideration is the absence of change of mind returns on engagement rings. However, we’re not concerned about this for a few reasons, which we’ll outline. In the experience of our dedicated mystery shoppers, Cullen Jewellery’s appointments are thorough, and the sales consultants provide in-depth education so you can make the right decision. They place a large educational emphasis on their website and social media just in case you’re not local to one of their showrooms, and this is proven through the availability of virtual appointments and an extensive range of educational blogs. Cullen Jewellery are also known to facilitate resizing and other ring adjustments inexpensively. On top of this, you are given an added layer of protection via a complimentary lifetime warranty in the rare case that your Cullen Jewellery ring has a manufacturing defect. And at the end of the day, it is unlikely that you’ll want to part with such a sentimental item anyway.
With stellar craftsmanship, excellent value, and a clear ethical focus, Cullen Jewellery is our jeweller of choice for those seeking sustainable, high quality jewellery. You can visit their website at cullenjewellery.com
Gallery
Ring Quality
SCORE:
Summary
“Exquisite craftsmanship”“Clearly crafted to be sturdy”
“Still looks as good as when we got it, even after a year and a half”
When it comes to product quality, Cullen Jewellery has an excellent reputation, based on thousands of almost exclusively glowing reviews, in addition to our meticulous product testing. When we read through their product quality reviews, we found that their customers reported no issues with stones falling out, prongs bending, or rings showing wear over time, which is a testament to their quality. This is a rare occurrence among the jewellers we have researched, and it’s impactful to see the number and frequency of these glowing reviews, as well as the people who passionately advocate for Cullen Jewellery in online forums. At the time of our research, we found that an impressive 98.5% of all reviews relating to Cullen Jewellery across Google and Trustpilot were 5 stars. This is especially meaningful given Cullen Jewellery has over 7000 reviews across platforms.
Our quality assessment echoed this sentiment resoundingly. The unboxing experience was thoughtful and elegant. The ring’s polish was excellent, with only the most minor of imperfections, and no signs of porosity or a solder join from resizing. The claws were hammered flush to the stone, which is something that didn’t occur in many of the other rings we assessed. Sawing through the band confirmed the validity of the advertised 18k solid yellow gold metal type, and the setting was fitted expertly to the centre stone, ensuring durability and security.
Under more rigorous testing, the ring excelled. It resiliently withstood the effects of being dropped ten times from a height of one metre, resulting in only minimal movement on a single melee stone. It showed impressive strength in our claw bending test, demonstrating remarkable craftsmanship, attention to detail, and gold quality. Notably, the centre stone remained secure even after this extreme manipulation.
The shank’s solid construction and the thoughtful inclusion of metal cutouts beneath the melee stones for easy cleaning further solidified the purposefulness and careful consideration with which it had been designed. Despite very minor imperfections, Cullen Jewellery’s ring stood out as the highest-ranked in our assessments, proving exceptional durability, design, and attention to detail.
While our tests have been meticulously developed to paint an accurate picture of a jeweller’s ring quality, it’s important to note that these are the results of just one ring. For this reason, we place much more weight on product quality reviews, where thousands of customers who have purchased rings and worn them for a lot longer than us can share their experiences. For Cullen Jewellery, the reviews in this area are emphatically positive, with the vast majority accompanying ratings of 5 stars. When this is combined with their favourable results in the face of our tests, we can confidently recommend Cullen Jewellery to you for their reliable product quality.
SCORE:
Customer Reviews
We’ve spent considerable time reviewing customer feedback about Cullen Jewellery’s ring quality, and the results are impressive. Clients consistently express satisfaction with the craftsmanship of their engagement rings. What’s especially reassuring is the lack of reports of poor quality, with no mentions of stones falling out, bands bending, or rings showing signs of wear over time.
Unboxing
When we unboxed our Cullen Jewellery ring, we found it to be a pleasant experience. In our opinion, the packaging was discreet and secure, with no mention of the jeweller on the outer packaging, and three layers of packaging between the ring and the outer packaging. We were pleased to see that the engagement ring was placed inside a protective pocket in the ring box, meaning that it had no chance of moving around in transit. We found the packaging to be minimal yet elegant, and it included everything that we expected- a diamond certificate, a few informational pamphlets, and a cleaning cloth. Overall, we were very pleased with the practical yet beautiful nature of the packaging.
Polish Test
Upon unboxing the ring, we assessed the polish before there was a chance of us causing any damage. We found that most of the ring was incredibly well polished, with a few very minor scratches on the sides of the shank and a tiny area that hadn’t been polished. The rest of the ring was beautifully polished, and we didn’t observe any porosity, pitting of the metal, or any solder join at the base of the shank. Overall, we were very happy with the finish of the ring.
Initial Assessment
After inspecting the polish, we examined the rest of the ring. It’s important to note that we assessed the ring under a 50x microscope, allowing us to observe characteristics that aren’t usually visible to the naked eye. We found that the band of the ring was stamped, confirming the advertised metal type. The tips of the centre stone claws all sat flush with the centre stone, which is something that has been inconsistent with the other jewellers we have reviewed. This was impressive to see, and increased our confidence in the durability of Cullen Jewellery’s rings. There was a slight amount of excess metal that had been cut out of one of the claws, but overall they were sharp and clean. Each of the melee stones seemed to be set securely, with all bezels mostly even. We did notice a slight amount of excess metal on the side of one round melee stone, and on the claw of a round diamond. Despite these minor inconsistencies, the melee stones were very well set. We also noticed that each of the melee stones had metal cutouts underneath them, which makes it much easier to remove dirt and grime from the stones, increasing your ability to restore the ring to its original shine. When we looked at the hidden halo, we noted that there was enough metal on each of the claws, which is something that we didn’t see in many of the other rings. We did note that a few of the claws looked slightly overpolished. We were pleased to see that the shank had a consistent thickness the whole way around it, and the stone was sitting completely centrally within the setting. Overall, despite a few slight imperfections, this ring ranked the highest out of all the rings we assessed, based on our initial observations underneath the microscope.
Cloth Test
The ring continued to hold up as we tested it further- when we rubbed a cloth over the face of the stone, no fibres caught in the centre stone claws. This was unsurprising, given how expertly flush the claws had been fitted to the stone.
Drop Test
Before we dropped the ring ten times from one metre high, we checked the security of each of the stones, and found that none of them were loose. After we had finished dropping the ring, we noticed very slight movement on only one melee stone. This result is commendable, and we were very impressed with how well the ring survived this test.
Claw Bending Test
When we bent back one of the centre stone claws, we noticed that it was incredibly strong, resisting our pliers. It was difficult to open up, due to the consistent thickness of the claw throughout. What we found most notable was that, unlike other rings, the point where the girdle sits was not noticeably thin, and it seemed like it had been custom made to fit the specific centre stone. We were very impressed to see that even after one claw had been bent back completely, the centre stone didn’t budge at all because of the way it was set in the support bar.
Sawing The Band Test
Upon sawing through the base of the ring’s shank, we were able to confirm that the 18k yellow gold was solid.
Overall, we were very pleased with the positive results that Cullen Jewellery’s ring yielded when put under such rigorous scrutiny and testing.
Value
SCORE:
Summary
In our opinion, Cullen Jewellery delivers exceptional value, consistently ranking among the best of the jewellers we have reviewed. Their engagement rings are approximately 23% more affordable than the other jewellers we have researched, without compromising on quality. This affordability is complemented by top-tier shipping, servicing, and resizing policies, making their offerings highly competitive.Customer reviews underscore the durability and craftsmanship of Cullen Jewellery’s rings, with no reports of quality issues. Our rigorous tests further validated this, showcasing the jeweller’s meticulous attention to detail.
Cullen Jewellery’s approach seems to prioritise long-term customer satisfaction, making repairs, resizing, and servicing both accessible and reliable. Their well-considered policies significantly reduce the likelihood that you will need to pay substantial costs for ring repairs or other servicing down the line. When you take into consideration each of the potential costs associated with owning an engagement ring, Cullen Jewellery stands out for having a significantly higher overall value than their competitors.
SCORE:
Value
We found Cullen Jewellery’s overall value to be one of the best when compared to the rest of the jewellers we researched. In order to assess the value of a ring, we take into account the price of the ring, the quality, the shipping policy, the cost of repairs and servicing, the cost of resizing, and the cost of duties and taxes. We weight each category accordingly to ensure that our ratings are accurate and reflective of the overall value of a jeweller’s offerings.
When we compared the cost of their rings with the average cost of those we researched, we found Cullen Jewellery to be approximately 23% more affordable. Cullen Jewellery additionally has some of the best shipping and duties/taxes policies available. Their servicing and resizing policies sit well above average, and their overall ring quality reviews reflect high levels of durability and consequent client satisfaction. Overall, in comparison to the other jewellers that we have researched, we consider the value offered by Cullen Jewellery to be one of the best available.
Customer Experience
SCORE:
Summary
Customer service at Cullen Jewellery stands out in every way. According to our 3rd party mystery shopper, the in-store experience was professional, educational, welcoming, and pressure-free. The consultant shared their knowledge and took the time to guide the shopper through options, answering all of their questions thoughtfully and providing reassurance about the process. The store itself was spotless, with a reportedly pleasant atmosphere.Cullen Jewellery also excels in education. During the appointment, the mystery shopper learned about the 4Cs, which made the process transparent and engaging in our opinion. The Cullen Jewellery website is a treasure trove of resources on diamonds, metals, and crafting processes, and their social media is full of educational advice.
The post-purchase care offered by Cullen Jewellery is top-notch. They offer a complimentary lifetime warranty for manufacturing defects, a free resize within 12 months, and complimentary ultrasonic cleaning. We’ve found servicing options to be thorough and affordable, and turnaround times seem to be clearly communicated. In our experience, their online communication was consistent, including timely booking confirmations and updates throughout the crafting process.
Overall, we have found that Cullen Jewellery seems to balance craftsmanship, customer service, and value exceptionally well. Their clear pricing and generous policies are likely to help you feel confident every step of the way. In our opinion, Cullen Jewellery is the kind of jeweller you can trust to make an important purchase stress-free and rewarding.
SCORE:
Appointment
The mystery shopper rated their appointment at Cullen Jewellery highly. When they arrived, the receptionist greeted them with a smile and a complimentary gift, starting the appointment promptly. The mystery shopper mentioned that the sales consultant shared their knowledge and made them feel reassured throughout the process. The shopper didn’t feel any pressure to make a purchase, instead, they were encouraged to explore options and ask questions, with their consultant providing thoughtful responses that helped to narrow down the options. Overall, the mystery shopper characterised the appointment as being well structured, and they stated that they would most definitely recommend Cullen Jewellery to their friends and family.
Online Communication
Cullen Jewellery’s responses to our enquiries were very consistent. All of our email enquiries were responded to within one business day, with consistently high levels of detail. Our questions were always directly answered, negating the need for us to send follow up emails. Because of this, Cullen Jewellery consistently provided the highest level of response effectiveness when compared to the other jewellers we’ve reviewed. Additionally, booking confirmations and reminders via email and text were timely and detailed, making the overall process of setting an appointment smooth and hassle-free in our opinion.
Customer Service Reviews
We reviewed customer feedback about Cullen Jewellery’s service and found a wealth of positive comments in reviews that gave ratings of five stars. Many clients praised the effort the consultants put into making them feel informed and comfortable.
Customer Service
The mystery shopper reported the level of customer service during their appointment at Cullen Jewellery to be excellent. The sales consultant they worked with shared substantial knowledge of the products and the diamond 4Cs with them. The consultant took the time to explain ring sizes, materials, stone options, and the crafting process. The mystery shopper mentioned that they never felt pressured to make a purchase, which we consider to be a relief when shopping for something as important as an engagement ring. The consultant also asked thoughtful questions about the mystery shopper’s preferences, which helped to refine their choices by way of an elimination process.
Store Appearance
The mystery shopper described the physical store as spotless, particularly regarding the condition of the display cabinet. They described the overall atmosphere in the store as quite pleasant.
Display Items
The range of rings and display items at Cullen Jewellery was impressive in our opinion. The mystery shopper shared that they were able to see a variety of pieces, and all of them seemed to be well-maintained, crafted from either gold or platinum. They noted that all of the rings were made with genuine stones, and they weren’t scratched or covered in fingerprints, which, in our opinion, significantly enhances the experience.
Comfort
Shoppers at Cullen Jewellery are offered a seat for comfort, and we consider the 45-minute appointment length to be just right, in that it isn’t rushed, but also isn’t overly drawn out. The mystery shopper did, however, note that the store wasn’t particularly private. In our opinion, this isn’t a major issue, but more privacy during the appointment would have made it more comfortable overall.
Educational Value
The educational value of the appointment was high in our opinion. The mystery shopper shared that the sales consultant provided a well-rounded explanation of the 4Cs (cut, clarity, colour, and carat) and the crafting process for custom rings. This gives the buyer the tools they need to be fully informed before making an important purchase.
Alterations
We found it straightforward and easy to add an engraving a few days after making the purchase, but we found that the 15 character limit for engravings was a little more limited than the other jewellers we’ve reviewed (many allow for 20 characters). The ring size was very easy to alter a few days after purchase, and was efficiently done with minimal back and forth in communication.
Ring Preview
Cullen Jewellery didn’t send us a CAD prior to crafting the ring (as it wasn’t a custom design), however, they sent us a video of the completed ring prior to shipment, which was helpful.
Key Dates
Cullen Jewellery provided both a completion and estimated delivery date, making it easy to plan ahead.
Website Navigation & Design
In our opinion, navigating Cullen Jewellery’s website is a pleasant experience. We found it to be well designed, responsive, and visually appealing. The layout seems quite intuitive, and we found it easy to find what we were looking for. However, we encountered some difficulty in finding available appointment dates, which could be made more user-friendly.
Imagery
Cullen Jewellery uses high-quality images and videos throughout their site, allowing users to view rings from multiple angles. We found the lifestyle images to be helpful, as they show how the rings look in real-world settings and natural light. However, we did observe that the metal colours in some product renders looked slightly pale, which might not fully represent what the product looks like in person. Still, we considered the ability to zoom in and see details up close to be a helpful feature.
Education
There’s a wealth of educational content on Cullen Jewellery’s website, which covers everything from the 4Cs of diamonds to the differences between lab-grown and mined diamonds. We appreciated the depth of detail throughout the blogs, but more guidance around customisation options, such as choosing the right stone ratio, would be beneficial in our opinion.
Booking Process
The booking process was simple enough, but we found it more challenging than it should have been to locate an available appointment. Our recommendation would be for them to add clearer indicators of availability to make this process smoother. Aside from that, the confirmation emails and reminder texts were helpful.
Payment
Cullen Jewellery provides clear pricing on their website. The payment process on the website is straightforward, allowing you to easily complete your purchase online. Cullen Jewellery has an extensive number of payment options available, and offers Humm and ZipPay as financing options. They don’t offer superfluous or unnecessary discounts and sales, which, in our opinion, signals that they aren’t looking to clear out excess inventory or encourage shoppers to make impulse purchases.
Responding to Enquiries
When it comes to responding to online enquiries, Cullen Jewellery proved to be incredibly consistent. Without fail, they responded within one business day to all of our enquiries, sometimes responding in less than an hour via email, depending on the time of day. The quality of the responses was consistently high, with Cullen Jewellery’s sales representatives continuously providing the highest level of response effectiveness amongst the jewellers we have reviewed. This level of detail, in our opinion, shows that they are committed to answering questions thoroughly, rather than rushing through enquiries just to keep up with volume.
Booking Confirmation
We appreciated the immediate booking confirmation emails and the detailed reminder notifications, which helped us to be informed about the details of our appointment. The text reminders were particularly useful.
Online Communication Reviews
Customer feedback on Cullen Jewellery’s online communication was very positive when we conducted our research, with most comments accompanying ratings of 5 stars. Many clients praised the updates they received throughout the crafting process, including videos of the finished products.
Warranty
Cullen Jewellery offers a lifetime manufacturer’s warranty, which is a strong statement of confidence in the durability of their rings. This warranty covers manufacturing defects, including porosity, blemishes in the metal, uneven settings, chips, scratches or nicks in stones, or any rhodium plating stains found on the metal at the time of pick up or during servicing. The terms are clearly outlined on the website, which isn’t something that is done well by many of the other jewellers we have reviewed.
Returns
Cullen Jewellery doesn’t offer returns for changes of mind on engagement rings, but they do accept returns and offer repairs for rings with manufacturing defects under the lifetime warranty. This is clearly stated on the website.
Resizing
Cullen Jewellery offers one free resize within twelve months of the ring’s completion, which is a generous timeline for clients who need to wear their ring through multiple seasons to determine whether it fits them properly. This policy sits well above those of the other jewellers we have reviewed, and is clearly outlined on the website.
Cleaning & Servicing
Although we couldn’t initially find information on cleaning and servicing through their website, after contacting them, they provided a very detailed breakdown. They offer free ultrasonic cleaning for their rings, which can be done quickly in-store. For more extensive maintenance, like polishing or repairs, they offer several levels of service, and the turnaround time is approximately 2-3 weeks. These services help you keep your ring in excellent condition for years to come.
Post-Purchase Care Reviews
The reviews on post-purchase care at Cullen Jewellery were positive overall when we read through them, with most accompanying ratings of 5 stars. Customers mentioned that they found complimentary cleaning and resizing to be smooth, easy processes. This further reinforces the fact that Cullen Jewellery is committed to maintaining strong relationships with their clients, even after the sale is complete.
Appointment Education
The mystery shopper mentioned that they were provided with what we considered to be an impressive amount of educational material. The consultant explained the 4Cs (cut, clarity, colour, and carat) and provided a physical visualisation of the gradings. Overall, after hearing about the educational value offered at the in-person consultation, we’d recommend Cullen Jewellery for their willingness to prioritise customer experience over the finalisation of a sale.
Online Education
Cullen Jewellery’s website is filled with educational resources, covering everything from the differences between lab-grown and mined diamonds to detailed guides on metals and ring anatomy. The articles are well-written and informative, but it’s our opinion that more detailed guidance on choosing stone ratios would provide more value.
Crafting Process
The mystery shopper mentioned that their sales consultant explained Cullen Jewellery’s crafting process, which we consider to be very helpful, ensuring buyers can make fully informed purchasing decisions.
Sustainability
SCORE:
Summary
Our research has evidenced that Cullen Jewellery sets the example in sustainability and community impact. Their commitment starts with their diamonds, which are exclusively lab grown. This is a choice which, in our opinion, sidesteps the ethical and environmental issues that are tied to mined diamonds. Taking this a step further, Cullen Jewellery partners with Clear Neutral to offset the carbon emissions of every single one of their lab grown diamonds. For every ring sold, they also plant a tree in collaboration with One Tree Planted, proving their commitment to environmental responsibility.Cullen Jewellery’s community engagement extends to meaningful charitable efforts. For every full-time employee, the company sponsors a child, and they actively support several major charities, including the Cancer Council, Australian Red Cross, and the National Breast Cancer Foundation. They have also made significant donations to The Otis Foundation. Additionally, they offer one week of paid leave, specifically for their staff to volunteer for organisations that matter to them.
It seems that Cullen’s focus on ethics and sustainability reflects a posture that prioritises giving back to clients, staff, and the broader community. From carbon neutral lab grown diamonds to tree planting and charitable giving, they seem to be building a legacy that goes far beyond jewellery. For anyone seeking to make an ethical and meaningful purchase, it’s our opinion that Cullen Jewellery’s intentional approach, in combination with their proven quality, makes them a standout choice.
SCORE:
Carbon Footprint Reduction
Cullen Jewellery’s approach to reducing their carbon footprint is strong, sitting well above the initiatives of the other jewellers we have reviewed. By partnering with Clear Neutral, they ensure that every single one of their diamonds is carbon neutral, which is a significant step in an industry that typically leaves a large environmental impact. Additionally, for every ring sold, they plant a tree in collaboration with One Tree Planted.
Product Materials
Cullen Jewellery exclusively offers lab-grown diamonds, avoiding the ethical issues that accompany mined diamonds.
Contribution to Charities
For every full-time employee, Cullen Jewellery sponsors a child. Additionally, their partnerships with prominent charities such as Cancer Council, Australian Red Cross, The Otis Foundation, National Breast Cancer Foundation, and Peter MacCallum Cancer Centre showcase their dedication to broader societal issues such as cancer research and treatment. Cullen Jewellery doesn’t specify the extent of their partnership with these organisations, however their commitment to combatting cancer is proven through their ‘For Pink’ range, which dedicates 20% of the proceeds from the range to the National Breast Cancer Foundation. Cullen Jewellery has also donated significant gifts to The Otis Foundation for their annual ball, and has sent representatives to the function for multiple years in a row. Based on what we’ve found, Cullen Jewellery takes meaningful steps to give back to the community.
The Nitty Gritty
SCORE:
Summary
Cullen Jewellery offers a robust customisation, production, and shipping process, which, in our opinion, ensures clients are well-supported from start to finish. Rings are typically crafted within 50 business days, which we consider to be reasonable. Unlike many other jewellers, instead of providing an estimate of how many weeks it will take to make the ring (sometimes with an up to four week give-or-take margin), Cullen Jewellery estimates a ring’s completion right down to the exact date. If you have a tighter deadline, expedited production is available, allowing you to reduce the timeline to 30 business days for an additional fee. Impressively, there are some customer reviews that highlight that their rings are completed ahead of schedule, which may serve as an encouragement for anyone who is eagerly awaiting their special day.We consider Cullen Jewellery’s customisation process to be a standout feature. Their website allows buyers to choose from various diamond shapes, grades, and metal options, including 18K yellow, white, and rose gold, as well as platinum. Engraving options with multiple available fonts also allow you to add a personal touch. In-person or virtual consultations provide even more flexibility, with consultants ready to guide buyers through bespoke design options.
In our opinion, their shipping policies further enhance the customer experience. Cullen Jewellery offers free express shipping within Australia and for international orders over AUD $500. Packages are fully insured, and signature is required upon delivery. Shipping reviews praise the speed and care of delivery, with no reports of delays.
Cullen Jewellery’s lifetime manufacturer’s warranty is another key advantage, covering defects in materials or workmanship. Returns for manufacturing defects are accepted, though change-of-mind returns aren’t permitted for any of their jewellery pieces. Their policies are clearly communicated, providing clarity for buyers.
With transparent shipping timeframes, strong warranty coverage, and impressive customisation options, we have found that Cullen Jewellery excels in offering accessibility, reliability, and value to both local and international buyers.
SCORE:
Website Policy
According to the Cullen Jewellery website, rings are usually crafted within 50 business days. This is fairly standard for custom-made jewellery and gives clients a reasonable and accurate ring completion date estimate.
Availability of Expedition
For those in need of a faster turnaround, Cullen Jewellery offers an expedited crafting option that reduces the production time by increments of 10 business days. This service comes with an additional fee which may be worth it if you’re working with a tighter deadline.
Production Reviews
Though reviews on production times were limited, the feedback we did find mentioned instances where rings were completed ahead of schedule, which we’d consider to be a pleasant surprise if we were in the customer’s shoes.
Level of Customisation Online
Cullen Jewellery offers an extensive range of customisation options online. You can choose from a wide variety of diamond shapes and grades, as well as different metal options, including 18k yellow, white, and rose gold, and platinum. While the customisation process is fairly intuitive, we did notice that it isn’t possible to adjust the band thickness online, which might slightly limit your options. However, engraving is available, with six different font choices. This adds a nice personal touch in our opinion. It’s important to note that the engraving comes at an additional cost of AUD$50 per ring, and is limited to 15 characters.
Process of Customisation Online
We found the online customisation process easy to navigate, though choosing the right stone ratio might be slightly tricky for those who are unfamiliar with diamond proportions. Cullen Jewellery provides a lot of options, and while this is great for customisation, it could be improved by providing a little more guidance- although customers can always contact the staff at Cullen Jewellery for help when it comes to selecting a stone.
Customisation in Appointment
In-person, the customisation options are explained in detail. The mystery shopper shared that their consultant explained what could and couldn’t be customised, and patiently addressed every query when it came to what customisation options were available.
Policy
Cullen Jewellery provides a lifetime manufacturer’s warranty, covering any defects in materials or workmanship. This warranty adds significant value, as it ensures that clients are protected in the long term against any manufacturing issues. The Cullen Jewellery website lists some examples of issues that they would cover, such as porosity or blemishes in the metal, uneven settings, chips, scratches, or nicks in stones, and rhodium plating stains found at the time of pick up or during servicing.
Clarity
The warranty terms are clearly communicated on the website, so you can feel confident knowing exactly what’s covered before you make your purchase. This level of clarity is something that is rarely provided by the other jewellers we have researched.
Shipping Policy
Cullen Jewellery offers free, insured, and express shipping on all Australian orders. International orders over AUD$500 also qualify for free, express, and insured shipping. This is a great feature, particularly for international buyers who might otherwise face high shipping fees. Additionally, they cover duties and taxes for the vast majority of countries, with applicable countries clearly listed on their website.
Shipping Reviews
Shipping reviews were consistently positive, with customers praising the speed of delivery and the care taken in packaging their jewellery. Most shipping reviews accompanied a rating of 5 stars. We found no reports of delayed shipments, and even international orders were delivered on time, which we consider to be a testament to their efficient logistics.
Policy
Cullen Jewellery has a clear return policy that doesn’t allow for change-of-mind returns on engagement rings. Despite the fact that this service is afforded to you by other jewellers, rings with manufacturing defects can still be returned, which is reassuring if you’re concerned about quality.
Clarity
We found the return policy to be clearly outlined on their website, with no ambiguity about what is and isn’t covered.
International Shipping
Cullen Jewellery ships worldwide, with the exception of India, China, Russia, Ukraine, and Iran. Their international shipping locations are clearly and transparently listed online.
International Insurance
Every package is fully insured, so international buyers can rest assured that their purchase will be protected during transit.
Delivery Duties and Taxes
For many international destinations, Cullen Jewellery covers the cost of delivery duties and taxes. This is well above the standard practices of the other jewellers we have reviewed. The website clearly outlines which countries are included in this policy.
Service-Related Shipping Costs
Cullen Jewellery provides complimentary shipping for the first twelve months if customers need to take advantage of the free resizing service. After that period, customers are responsible for covering shipping costs for services like resizing or repairs.
Local Servicing
A sales consultant confirmed Cullen Jewellery has partnerships with select jewellers in New Zealand and the US for resizing and repairs.
Shipping Timeframes
All shipments, both domestic and international, are sent via express services, with shipping timeframes clearly outlined on their website. This transparency helps you to set realistic expectations for when you can expect your ring to arrive.
Reviews
SCORE:
Summary
If you’re looking for a jeweller with glowing reviews, Cullen Jewellery is worth checking out in our opinion. Their customer feedback is above and beyond that of the other jewellers we’ve reviewed, with a 5 star rating on both Google and Trustpilot, based on more than 7000 reviews across platforms. Customers publicly rave about the quality of their rings, the friendly and educational customer service, and how well they’re taken care of even after the sale is made.Cullen Jewellery’s online communication also stands out, with clients expressing their appreciation for the regular updates throughout the crafting process. This is a great feature, especially for online shoppers. We consider the post-purchase care reviews to be equally impressive, with many reviewers highlighting how smooth and convenient it is to get their rings cleaned or resized. Shipping reviews echo this satisfaction, with customers noting prompt and reliable delivery, even for international orders. Their production process also earned high praise, with reviews noting quick turnarounds, often faster than expected.
With so many glowing reviews, it’s easy to see why Cullen Jewellery is so highly regarded. If you’re considering them, these reviews suggest you’d be in very capable hands.
SCORE:
Overall
Google Reviews
With a 5 star rating on Google based on over 4000 reviews at the time of our research, Cullen Jewellery clearly has a strong reputation amongst its customers. Common themes in the reviews include the quality of customer service, the craftsmanship of the rings, and the company’s excellent post-purchase care.
Other Customer Reviews
At the time of our research, Cullen Jewellery held an impressive 5 star rating on Trustpilot, based on over 4000 reviews. Customers frequently mentioned the excellent communication they received during the ring crafting process and expressed satisfaction with the quality of the finished products.
Customer Service Reviews
Customer service reviews mentioned helpful, friendly consultants who took the time to ensure customers were well-informed. The main negative (1 star) review we came across mentioned a lack of educational content during the consultation, but this was an isolated comment amidst thousands of otherwise glowing reviews.
Online Communication Reviews
Customers seem to be generally happy with the online communication at Cullen Jewellery, praising the regular updates they received throughout the crafting process. This transparency is a nice touch, particularly for those who are buying engagement rings online.
Post-Purchase Care Reviews
The feedback on post-purchase care at Cullen Jewellery is consistently positive, with most post-purchase care-related reviews accompanying a 5 star rating. Customers mention how easy it is to get their rings cleaned or resized after purchase.
Production Reviews
Though there weren’t many reviews specifically mentioning production times, one positive comment that accompanied a 5 star review noted that the crafting process was completed more quickly than expected.
Shipping Reviews
Shipping reviews were similarly positive (with most shipping-related comments accompanying ratings of 5 stars). Customers reported receiving their rings on time, with no delays, and international orders were delivered promptly as well.
Employee Reviews
At the time of our research, Cullen Jewellery had a 4.7 star rating on Glassdoor, based on 14 reviews. Employees highlighted the positive workplace culture and effective management structures. The only recurring concern mentioned was the lack of flexibility in store hours, but overall, employees seem to be happy working there.
Conclusion
OVERALL SCORE:
Strongly Recommended
Our research evidences that they provide consistently high standards of customer service, post-purchase care, online communication, appointment experience, and education. In our opinion, their policies, from warranty to production time and shipping, are reasonable and prioritise your needs. We found it easy to purchase a ring via their functional website, and international customers should find that Cullen Jewellery’s services are largely accessible. However, you will need to be sure of your purchasing decision, as Cullen Jewellery doesn’t offer change of mind returns on their rings.
After conducting a comprehensive review of Cullen Jewellery’s products and services, we can confidently recommend them to you for all of your engagement ring needs.
If you’d like to view more information, you can visit our rankings to confirm which jeweller best suits your needs.