SARAH & SEBASTIAN Reviews 

Lovely ring, great customer service and speedy delivery. Thank you!

I have previously been a long-time fan but recently the product quality and customer service has declined significantly.

December 2025 - gifted an internally threaded earring from the Armadale store.

Worn for 3 weeks then fell out and lost.
I regularly check that my earrings are tight and secure, and ears are a considerably low impact area to be wearing jewellery.
Sarah and Sebastian (S&S) kindly offered a voucher to 50% of the value to replace the item and recommended I purchase earrings with "butterfly backs" as they find them to be more secure.

I purchased a pair of butterfly back studs from the Melbourne CBD store. Got home to wear them and realised the butterfly back was completely bent and misshapen and the earring post slipped straight out.

Sent an email to S&S who organised to send a replacement back.

Received the replacement back and it was an entirely different back that did not match the original item.

Emailed S&S yet again and they advised they actually do not have the single back available to replace so I would need to send the earrings back to be replaced.

Sent the earrings back and received and email stating "The butterfly backing has bent and become loose and requires replacement. Following this review, the damage has been identified as wear and tear, which unfortunately falls outside of our manufacturing warranty. Our warranty covers manufacturing faults; however, over time fine jewellery can experience natural wear through everyday use."
I also received an invoice of $60 to fix the never worn piece.

The jeweller assessed my brand new, off-the-shelf, never worn piece as damaged due to "wear and tear".
The piece is literally the definition of a manufacturing fault, yet Sarah and Sebastian are attempting to absolve themselves of responsibility and blame it on "wear and tear".

The backing is more bent than would be possible with "wear and tear" of a piece of jewellery, especially an earring, especially an earring made with high-quality materials and at the price point Sarah and Sebastian sell their items.

Presumably the team either cannot recognise a brand new piece, or are dishonest in their assessment of pieces that are returned with manufacturing faults. 

I called the query the invoice and was told that customer service member who I had been communicating extensively with had simply omitted to mention to the repair team that it was a brand new item that they were to replace.
I also questioned the dishonesty of the team assessing a piece of jewellery with no marks, no scratches, no build up of skin cells etc, that is brand new, never worn and straight from your retail store but was not given an answer to this.
I have been told they will cancel the invoice and send me the replacement item.

I have repeatedly asked for a refund as I no longer want to own a piece of their poor-quality jewellery and do not trust the integrity of any further items they will send. I am concerned that yet again I will get a few weeks wear before the item breaks, and clearly they are very quick to blame manufacturing faults on customer "wear and tear".
S&S are still refusing to provide a refund.

For the price and the quality they tout, this has been an extremely poor experience and I will never shop at S&S again. It is now May 2026, 5 months later, and S&S have still not been able to provide me with a wearable item.

RMA 26816353

Something to keep in mind if you’re purchasing a sentimental or gift item from Sarah & Sebastian.

If you’re looking for a piece to last or be kept as a long-term keepsake, this experience has made us reconsider whether this is the right place for that.

We purchased a bracelet (~$320) as a 30th birthday gift, which unfortunately broke within the warranty period under normal use.

After some back and forth, the company confirmed the break was due to a manufacturing fault. However, the initial resolution offered was either a paid upgrade (an additional $110) or store credit, as they advised they could no longer repair or remake the original piece.

A refund was only offered after we pushed back, despite the confirmed fault being a manufacturing fault.

While we appreciate the matter is now being resolved, it was disappointing that a clear manufacturing issue still required escalation to reach an outcome and we feel that the sentimental value was not even considered during the whoel interaction.

I have a Sarah and Sebastian necklace that cost $380. I would expect such a necklace to last more than 3 wears, but it snapped on the 3rd wear. I’m still within the 2 year warranty period.

I went into a store to see if I could get it repaired. They informed me they no longer stock 10 karat pieces so can’t repair it - that’s fine. I was expecting therefore, given Australian Consumer Law, to be offered reimbursement for any out of pocket repairs. They flatly said no but how about a 30% store credit? Getting 30% back on a necklace that snapped with barely any wears does not feel like adequate compensation.

I then wrote in via the website the same day and didn’t hear back - didn’t even get a confirmation email. I emailed their listed email. Didn’t hear back and no confirmation. Tried to go via their website return portal - but it just has this weird thing where it almost looks like the portal has glitched (it’s too fast for me to catch the words) and then on the next page it talks about credit - but I literally don’t even know how much credit or what’s gone wrong that it doesn’t have anything about repairs, because the page before flashes up too fast and when you press back you can’t get to it.

Really frustrating. I’ll be calling on Monday to see if the phone customer service is any better, but if not I will probably be lodging a complaint.

I could not be more impressed and appreciative of the customer service at Sarah & Sebastian. The clasp on my gold letter necklace had broken and the process to get it fixed was seamless. While they couldn’t fix it without changing the gold given it was plated in 10k, they provided two great alternatives. I chose a store credit that now allows me to pick another piece of jewellery. I had assumed I would be out of pocket for this given it was a gift from my twin sister many years ago but much to my delight, I can now put the store credit to something else. Sarah and Sebastian have done a fantastic job at leading the market in premium fine jewellery and I’m confident that their exceptional customer service will ensure they continue to be the market leader in their field. Well done team and a special thank you to Amanda who I have been liaising with x

When dealing with the online team at Sarah and Sebastian regarding a custom necklace order they went above and beyond. They were immediately helpful and understanding when I queried a price increase. I can’t wait to receive my necklace. Cannot thank them enough for their assistance.

Super helpful and attentive experience by Charlotte!

Highly efficient problem-solving

Incredible service from the team with creating a bespoke signet ring. They were quick to respond, incredibly helpful and ensured the piece was delivered well within the time frame estimated. The ring itself is gorgeous, high-quality and quite the statement!

Their customer service is unbeatable!! They are so responsive and kind. I have soldered bracelets, and a letter necklace, now 4 people around me have all been influenced to also get the necklace, it is stunning and timeless.

I ordered a necklace in store to be sent to my home, I wasn’t home and unfortunately the post man signed on my behalf and was left at my property unattended, shortly after it was stolen. I contacted Sarah and Sebastian and they resolved the issue in less than 24 hours and are making me a new necklace. I’m so grateful! Thank you so much, I also had my ears done in store and it was such a good experience! Great service and beautiful jewellery:)

I had a great experience! S&S were generous to resolve my issue out of goodwill and I am very grateful

From my initial styling session, to piercing, to down sizing the backs, the service I have been provided has been amazing. I live interstate and the external service I have received has been so helpful. I cant wait to head back to add to my piercings :)

I love my pieces from Sarah and Sebastian but… massive but coming up.
I have two fine 18c white gold Liberty rings from Sarah and Sebastian. One is under two years old and the other is only a couple of months old. The older ring has been replated once already recently under warranty. However, today I noticed the both rings now need replating. Even the new one.
They don’t hold their plating which is disappointing for the amount I paid for both of them. Not happy doesn’t begin to cover the quality issues for the Liberty rings. I’ve stopped wearing them and put them safely away.
My other SandS fine ring is fine, holding the plating just fine.

Unfortunately my experience with Sarah and Sebastian was terrible. My necklace broke the first time I wore it and thanks to a passing pedestrian who saw it I would never have realised. As I was near my jeweller I got him to try and fix it but he informed me that it will continue to break & it did before I left store! He told me it was impossible to repair as it would need too many points of resoldering to (hopefully)make secure. The jeweller said it was so poorly made he advised to return it to S&S, which I did.

I was honest and told them the advice I was given., they sent it away and then received a emailed response from Customer Service that it would be $160 to replace the chain.

Now let's just refresh I had worn this $700 + necklace once paid to try and get it repaired, yes I should have gone immediately back to S&S but did not want to drive all the way to Chadstone.

Anyhow already over priced this necklace was certainly not worth the original $700 so to be told to spend another $160 , with no guarantee it wouldn't happen again was unbelievable. For if it did happen again I might not be so lucky as to find it again.

I think, in good faith S&S should have replace necklace for free. So now the result is I have told my friends/ family, you who have read this to purchase at your own risk, wear at your own risk. There are so so many good jewellers out there go somewhere else. Don't fall into the great marketing, glamorous shop front, the cute packaging trap. Don't be the fool that I was. You work hard for your money, jewellery is usually purchased for a special reason don't be so disappointed as I have been. It's left, what should have been a happy memory into a complete disillusion disaster.

Charlotte was so kind and accomodating to all my questions and requests! She really went above and beyond to help me out.

Update: the answer they posted below is not a true reflection of the actual facts. They are not trying to find soltuions two this case. Despite me explaining multiple times that the offered options where not acceptable (please aee below why), they adopted a take it or leave it approach. So I am left with no option. I feel the money my friends paid for this gift has just gone down the drain and I am left with no gift symbolising my 40th bday, all this beacuse their products are of poor quality.

The response below is aiming to reassure furture readers but it's actually gaslighting.

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Don't fall into the traps of this brand.

Proof that their products are of poor quality:
I received a bracelet for my 40th birthday. 8 months later, and while still under warranty, it broke, and I almost lost it. They repaired it for free.
2.5 years later, the same breakage happened, and I almost lost it again. They repaired it again. I paid for the repair.
3 weeks later, it broke again. Almost lost it again.

Given that the bracelet broke 3 times at the same spot in just 3 years despite being repaired twice, I obviously lost total trust in the quality of both the bracelet and the provided repair. Wearing this bracelet again would for sure result in losing it at some point.

After some research, including on this page and on other websites, I found out that many people are complaining about their products' quality, and especially their bracelets. It looks like many people had the same experience as me.

Proof their customer service is terrible:
It took me about 10 emails and sharing ACCC guidance for them to finally understand why I wouldn't accept a new repair as a fair resolution. It was utterly painful. They just ignored that the same breakage which happened 3 times including under warranty, and that their team failed twice to repair it.

When raising ACCC guidance, they finally conceded to give me a voucher. I was not enthusiastic, as I obviously have no trust in this brand anymore, but I accepted, as I wanted to end this case. I checked their website many times for many weeks. I excluded all necklaces and bracelets to avoid facing the same quality issue. I saw a ring, but it was out of stock. I waited for a couple of weeks and contacted them, asking if the ring would be restocked. What mattered to me was to get some value back out of the gift my friends had given me. Indeed, I am very attached to how much care they put in spoiling me for my 40th birthday. They informed me that the ring was permanently discontinued. However, there is until this date still nothing else on their website I would want to buy for either for budget, quality trust issues or just personal taste reasons. I therefore asked to convert the voucher into a refund. I explained that getting a voucher I couldn't use was an ineffective solution and was taking the value of the gift I had received away from me for unfair reasons, and related to some quality default that started under warranty, and which they failed twice to fix.
Up until today, they still refuse to recognise that they didn't provide any effective solution and that the bracelet is faulty. I am therefore left at loss of the value of the gift I received for quality reason.

All throughout, they remained absolutely cold and deaf to my concern. I feel incredibly sad because I am very attached to this gift, the issue clearly comes from a quality default and I am now left with a value that is taken away from me.

They sell jewellery. Jewels are highly emotional items and are supposed to last forever. They clearly don't care about how well they fulfil this basic mission.

Charlotte is a fantastic customer service representative - i've also dealt with Mikaela in the past and both have been absolutely amazing. Assests to your team & truly make the buying experience great

I was in contact with Charlotte online in regards to purchasing a bracelet - she was amazing - very patient with helping me through the process. Thank you

Fantastic experience with Sarah & Sebastian. Their online customer service was quick, responsive and so helpful.
I also loved the luxe piercing experience in Armadale, beautiful space and stunning, high-quality pieces. Addicted to their earrings! Highly recommend!