Where are you located?
We are based in Sydney, Australia.
Do you ship internationally?
Yes! We are happy to say we serve customers from all over the world. Pricing may vary based on the shipping destination. Duties and taxes from countries outside Australia are the responsibility of the buyer. Please visit our Shipping page for prices and more information.
How long does it take to receive my order?
All items that are in-stock and non-personalised items take a minimum of 1-3 business days (excluding public holidays and weekends) to process before they are shipped out to the customer. Shipping time varies depending on the method of shipment and the location of the customer.
All personalised products are made-to-order and can take production up to 2-4 weeks to make from scratch before they are shipped out next business day and a shipment tracking is created.
If I place an order for a custom piece and a non-custom piece will they be shipped together?
Yes, non-custom and custom pieces are combined and will be shipped together. Once your custom piece is completed as custom pieces are made-to-order and have a processing time then both items will be shipped. We ship items together as we aim to be as sustainable and eco-friendly as possible as well as to add to the overall unboxing experience.
If you wish to receive ready-made items sooner, we recommend placing two separate orders.
How do I track my order once it has been shipped out?
An email notification with a tracking number will be sent to you once we ship your order. To check on the status of your shipment, enter the tracking number displayed in the email in the order tracking form.
Why have I not gotten a shipping update or tracking info?
You will receive a shipping confirmation email containing your tracking information once your order is shipped out and in-transit. You will not receive any emails between processing and production.
How do I return my item?
All sales are final. Personalised items are not eligible for returns since these pieces are made-to-order. However, in an unlikely event, you receive a non-personalised that is a defective item, or the item does not match your order an exchange will be offered.
You can find more on our Returns and Exchange policy page.
What happens if my item arrives broken or damaged?
In the unlikely event that you do receive a defective item we may be able to offer you an exchange or refund.
Can I cancel my order?
At this period in time we do not allow order cancellation after you have placed your order. If you have any issues please contact us at firstname.lastname@example.org. We are not required to provide a refund on the bases of a customer simply changing their mind or wish to cancel an ordered product.
.Can I Swim/Shower with my jewellery on?
With all jewellery, it is recommended to remove before showering, swimming and exercising as over time it can cause the sterling silver, gold plating to fade or cause jewellery to lose its shine. Please refer to the Jewellery Care Guide.
I entered/spelt the name incorrectly what do I do?
we got you! if this happens to you we are more than happy to help you correct your personalised piece. We have a 1 hour open window until it can be corrected as after that it is already in production. Please make sure you check all spelling before you place an order as after the order is created and sent to you it can not be returned.
What happens if my item tarnishes?
Over time it is normal to experience wear and tear as tarnishing in jewellery is inevitable. But if you do experience any unusual discolouration please contact us at email@example.com, so we can further look into this for you. Our main aim is to ensure our customers are satisfied with their purchase.
I think my order might be lost in the mail, what do I do?
If you have a tracking number and you see that your order is no longer in transit or you have not received your order within an extended period of time, you may file a claim with our postage carrier, or contact us through email and we can advise you of the process.
What if I need extra help or advice about my purchase?
Please do not hesitate to email us at firstname.lastname@example.org. We can help you with providing any further information and answer any additional questions you may have.
How do I become an affiliate?
To become an affiliate please email us at email@example.com so we can further discuss.