Custom Orders Open • Free AU Shipping • AusPost is experiencing delays due to lockdowns, please allow for additional shipping time

FAQs

How has COVID-19 effected the label / my order?
I am lucky enough to have a home studio that is able to keep ticking along like normal. The only effects we are feeling are delays on getting some raw materials, and getting your orders out to you as both of these are dependant on external freight providers. I just ask you be patient at this time if postage takes a bit longer. 

What metals do you use?
We make our pieces out of recycled silver and recycled 9ct gold (or a combination thereof for our mixed metal lovers). We also are happy to make custom orders in 18ct gold at request. All our metals are solid (not plated or filled EVER), are recycled and are sourced from a local Australian business. 

 

What gemstones do you use?
Almost everything! If you have a request and its a vegan item (eg. not natural pearls) we are happy to source the right stone for you. 

 

How do I know my ring size?
 Most jewellery shops will be able to tell you if there is one nearby, otherwise in a pinch head over to our sizing tab for a way you can work this one out at home. Please note, if the size ordered is wrong charges will apply for us to remake in the correct size. Measure twice please! 

How do I know my bangle size? 
Head over to our sizing tab for a way you can work this one out at home. Please note, if the size ordered is wrong charges will apply for us to remake in the correct size. Measure twice please! 

 
Can you resize a ready to ship ring for me? 
Sometimes. It depends on the ring, the stone and the size we are going from and to. Each ring listing says whether or not it can be resized and if there are limits. Check that and if in doubt it’s best to get in touch and we can advise. If not, we can usually make you a new piece similar in your size so don’t despair. 

Can you melt down my old metal / use my stones? 
At this stage this is not something we can offer, sorry.

What kind of packaging do you use?

All of our pieces are sold with a linen trinket bag and delicately placed in a cardboard box before going into a compostable mailer bag and into the post. 

 

Where do you ship to?
Almost everywhere, minus countries with import restrictions. Ask us for an obligation free shipping quote and we would be happy to provide. Please note all import duties are the responsibility of the buyer and in no way controlled by us. 

 

What currency are your prices in?
All our prices are displayed in AUD. 

How long will it take to get my order? 
All of our one of a kind pieces and crystals will leave the workshop within 2 business days of purchase. All other items that are made to order, or if resizing is required, will leave the workshop within 5-10 working days. Further delays may occur during busy periods, such as the holidays. If you have a specific deadline please reach out to us and we will do all we can to accommodate. 

 

What does vegan mean in relation to jewellery?
Great question! It means all of our tools are leather + hide free, we only use vegan materials and all proceeds go to a supporting a vegan family (mine!) so you know your purchase will not in anyway contribute to harm of our fellow earthlings! 

 

Are there any care instructions for my piece?
Like all fine jewellery all of our pieces can be misshaped or damaged if bumped or knocked, so please be gentle with us. We recommend that you take your piece off before bathing to help preserve the polish and avoid tarnish. Silver can be tarnished by common household chemicals found in cleaning products and perfumes. If tarnish does appear we recommend a silver polishing cloth be gently used. All our pieces are solid metal so the finish won't wear off, but polish does still dull over time. Gold is a soft metal and therefore particular care should be taken to avoid bumps and other knocks as it can scratch. All pronged jewellery should be inspected once a year by a jeweller as prongs can wear down overtime and can risk the stone becoming loose. Every gem has different requirements in regards to what can damage it, gems like diamonds cannot be damaged by water, but Ethiopian Opal can be. If you would like to know care details for a particular gemstone you are purchasing please get in touch. 

 

What is your warranty policy?
We offer a 12m warranty in full accordance with Australian legislation. 
We do not take responsibility for damaged caused by wear and tear including bumps and scratches that cause lost stones, however we encourage you to reach out and we will provide repair where possible for reasonable market cost.  Wear and tear damage includes broken chains, bent rings, chipped or cracked stones or bent prong settings as these are not manufacture faults. 

 

What is your return policy?
There are no change of mind returns on custom orders or sale items. For full price ready to ship items that haven’t been resized - we want you to be happy with your piece so it’s loved and treasured for a long time, as that is what sustainability is all about. If you aren’t happy, please reach out and we will try do all we can to find you another piece you will love. All returns on these grounds must be initiated within 7 days of delivery. Please note postage costs will apply for all returns/exchanges.  

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More questions? Get in touch here or email me at earthheartjewellery@hotmail.com or Insta DM @earthheartjewellery