Frequently Asked Questions

Q. Are my payment details secure with your website?

A. Absolutely.  We have varinode verification, are level 1 PCI DSS compliant, and use 256-bit SSL encryption to protect the connection between you and our website.  Our store is powered by Shopify which is the largest e-Commerce platform on the planet, used by millions of large online stores.

Q. Where do you ship?

A. We ship to Australia and New Zealand.

Q. Where are your products made?

A. Our products are handmade in Toowoomba, Queensland unless otherwise stated.

Q. How long will it take to arrive?

A. All of our products are meticulousy packaged and shipped from where they are made in Toowoomba, Queensland.  Once dispatched, If you are within Australia, please allow 2-7 business days for your package to arrive depending on your location.  International shipping may take up to 2 weeks.

Q. I made a mistake with my order, how can I fix it? OR I want to cancel my order.

A. If you made a mistake with your order (incorrect address, incorrect size selection etc), or you would like to cancel your order - You have 24 hours from the time of purchase to contact us - if you fail to contact us in this time, it is likely your order has already been dispatched.

If you gave us the wrong address and the item has been dispatched, there is not much we can do from our end,  The only advice we can give is to contact Auspost (or your countries postal service) and see if they can divert the package to the correct address.

If the parcel ends up being returned to us, we can ship it out to your again at your cost (ie.  You will need to pay the shipping & handling fees again).

Q. I ordered something but never received an order confirmation or receipt.

A. All of our order confirmation and receipt services are fully automated.  If you did not receive an order confirmation, it is extremely likely that you made an error when entering in your email address (everyone is human, we make mistakes too!)  It is also possible that our emails are going into your junk folder, or that your inbox is full and not accepting mail.

Please contact us if you did not receive your order confirmation, and we will update your email address and resend it!

Q. I have ordered a product, but haven't got my tracking number yet!

A. Most products will be dispatched within 3 business days.  When your item has been dispatched, you will receive a notification via email.

Sometimes certain payment types take a while to clear (such as PayPal eCheques).  Your item will not be shipping out until your payment has cleared.

Q. OK - I got my tracking number, but I can't track the item!

A. No, your tracking number isn't wrong and we certainly are not ripping you off!  Tracking numbers can take several days (and in some rare cases, up to 10 days) to become active in the tracking system.  If you have received a shipping notification and a tracking number then rest assured your item is on the way.

Check the tracking number every day until it becomes active.

Q. Where do I check the tracking number?

A. We recommend firstly to use your countries national postage service to attempt to track the item, if it is in the country then it will appear in there.

If you are not in one of the 5 countries above, you can use your local post tracking service or, you can use 17Track, which is an all-in-one package tracking website.

If it has been 10 days, and you still can't see your tracking number active on either or your countries postal service - please contact us.

Q. If I am not satisfied with my purchase, can I get a refund?

A: If you are not satisfied with your purchase, you may request for an exchange, replacement, or refund within 30 days of receiving the order. Return restrictions are detailed on our Refund Policy page.

We can not and will not process a refund on earrings that have been used.  We are also not obliged to offer an exchange or refund on items which are the incorrect size. However, please contact us as we will treat each case on an individual basis.

If an item is defective, we will either replace it at no cost to you, or you can return it for a full refund.

Q. I have a different question...

A. Please contact us.