We've been moving away from the wholesale model for the past few years, and at this time we're not taking on any new stores.
FREQUENTLY ASKED QUESTIONS
DO YOU WHOLESALE?
HOW TO BEST CARE FOR YOUR JEWELLERY
As with most things in life, a little love and care goes a long way when looking after your jewellery. Always store your items in a jewellery box, taking care not to drop or scratch them. For gold and silver plated metals, and vintage / REPLAY pieces please expect some natural tarnishing over time and with wear.
To reduce the effect of wear, gently wipe jewellery with a soft polishing cloth and store the item in its box. Air and light is the enemy when storing your jewels! Always protect jewellery from abrasive surfaces and chemicals such as lotions, makeup and perfumes, as these can damage your precious pieces.
I ENTERED THE WRONG SHIPPING ADDRESS, WHAT SHOULD I DO?
When entering your shipping address, always take care to double check all building / unit / apartment numbers / floors are included where applicable. We also highly recommend shipping to a work / business address where possible. If you have incorrectly entered your address and not yet received a shipping confirmation from us, please email us ASAP and we will advise you of the status of your order. If your order has already shipped, unfortunately there is nothing we can do until (and if) your order gets returned to us. Sorry!
WILL I BE CHARGED CUSTOMS / IMPORT DUTIES?
Unfortunately we cannot control any duties/taxes applied to your package. You will be responsible for paying any additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.
WHERE IS MY ORDER CONFIRMATION?
As soon as you place an order, you will receive an email confirmation via the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder and double check you entered your email address properly. If you still haven’t received it after 24 hours please email us at email@example.com
WHEN WILL MY ORDER SHIP?
We currently ship orders on Tuesdays. Please note that hand-made jewellery orders can take up to 5 business days to produce before shipping. During busy times (holiday season, sales etc) there may be further delays. If there is an issue or we are unable to fulfil your order for any reason, we will contact you to let you know! Similarly if you have a deadline, get in touch and we'll do our best :)
WHERE IS MY ORDER?
Before emailing us re: the whereabouts of your online order, please check out the estimated delivery times below.We ship all orders from our studio in Melbourne, Australia so please bear this in mind when ordering internationally :) We use Australia Post for all deliveries.Delivery times can be anywhere from 2–30 business days, depending on your location (a big window, we know).
Unfortunately, we cannot promise your package will arrive by a certain date, but please know that we do our best to get everything to you ASAP! Sometimes packages are held up in customs for seemingly no reason, and transit times can vary greatly from country to country.
WHY HAS MY CARD BEEN DECLINED?
All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card does not, for any reason, authorise payment then you will be notified of this immediately at the checkout. A common reason for orders being declined is due to the billing address details being entered incorrectly. Please ensure that in the “billing address” section, the address to which your bank statements are sent is entered. For full details of why the payment was declined, please contact your card issuer
WHY IS MY ORDER LATE?
We endeavour to get your orders to you in the timeframe outlined, but sometimes this is out of our control. If you’ve received our dispatch notification, and it seems like your parcel is taking forever to arrive, it may be awaiting collection at your local Post Office or delivery depot and you may need to rearrange delivery with your local postal service. If you received one, the instructions on your attempted delivery card should explain how to collect your parcel or rearrange delivery. If the estimated delivery date has passed and there is no relevant information please contact us.
WHY IS THE COLOUR OF MY ITEM DIFFERENT TO WHAT I SAW ON SCREEN?
While we do our very best to capture the true colour / nature of our wares, the colours shown online may not exactly reflect the colours of your item. The appearance of colours may also differ across various screens and devices.
I HAVE RECEIVED AN INCORRECT ITEM / SOMETHING IS MISSING FROM MY ORDER, WHAT SHOULD I DO?
We aim to get your order right every time but mistakes occasionally happen. If the item you received is not what you originally ordered or is faulty, please email firstname.lastname@example.org with your name, order number and what you have received / the fault and we will take if from there!
WHAT IF MY ORDER NEVER COMES?
As much as it sucks, orders can occasionally (but luckily rarely!) go missing in action. We are a small, independent company, and as such we can’t accept responsibility for packages that have been stolen or lost by the postal service where your shipping method is untracked. If such is the case, please email us at email@example.com and we will work with you to find a solution.
THE ITEM I WANT IS SOLD OUT, ARE YOU GETTING MORE?
Our collections are usually limited edition and some of the items on our website sell out quickly. We do not usually re-order but if something is very popular we might do. Check back regularly or sign up to our newsletter to stay up to date.
THE ITEM I BOUGHT IS NOW ON SALE! CAN I HAVE THE DIFFERENCE REFUNDED?
We totally get how frustrating this can be, however, our prices change in accordance with trends, customer demand and stock availability. Therefore, we are unable to refund any difference in price if an item you have purchased goes into sale.
WHAT CURRENCY DO YOU CHARGE IN?
All prices listed on our site are in AUD, and charged in AUD. The bank that has issued your card determines the exact exchange rate that you will pay, but in general it will match very closely with the current exchange rates.
WHAT IS YOUR RETURN POLICY?
We do not currently offer returns or exchanges simply for change of mind. We are more than happy to exchange your item or issue a credit note if there is a notable problem or flaw with your purchase. Please email us if there is a problem with your order.