Unless explicitly stated in the listing, all jewellery we sell is made-to-order.
Most items will be made and shipped 1-2 weeks after payment.
Payment is accepted through PayPal. If you don’t have an account, you can still pay using a debit or credit card!
We also accept payment through direct debit from Australian customers.
If your payment will be delayed for any reason, please get in touch!
Items will be shipped within 1-2 weeks of receipt of payment. If for some reason this can not be done, we will contact you and let you know. We make every single piece ourselves, by hand, from raw materials – you are not getting factory-made or component jewellery.
Items are shipped in a bubble mailer envelope. Each item is housed in a card holder, and gift-wrapped. This flat-packing method saves considerable shipping costs.
International Customers Please Note – we are shipping from Australia. Packages to the rest of the world may take up to 2-4 weeks to arrive.
If your package does not turn up within the expected timeframe, please contact us and we will do our best to rectify the situation! However, please be aware that we don’t consider a parcel ‘lost’ in the post until it has been a full 30 days from the date of shipping (domestic) or 60 days (international), and we will not replace an item sooner than this.
We do not accept responsibility for any customs issues, costs, or refusals. If you are concerned about your country’s customs laws or costs, please investigate before purchase. If a package comes back to us from customs in the original condition, we will of course refund the cost of the item. Shipping costs will not be refunded.
Overtime Policy (rush orders)
We’ve instituted a fast-track fee for any customer who would like their order made faster than our regular turn-around time. If you would like to upgrade to fast-track (turn-around of 1-2 business days, rather than 7+), please contact us prior to purchase. The fee is $30 AUD.
We instituted this fee because – to be fair to all our customers – we don’t allow any customer to ‘jump the queue’. Instead, if you need your order faster than normal, we actually work overtime hours to get it done.
Shipping costs do vary depending on the item and your location.
However, most items ship for the following amount:
- $6 registered post
- $12 Express Post
Australian customers can add Express Post to their order.
Outside of Australia:
This varies by country. You can see your full shipping cost in the cart prior to checkout.
Refunds and Exchanges
We offer a 10 day full refund for return policy. If you are unhappy with your purchase for any reason, please contact us within 10 days of receiving it.
However – please be aware that we cannot accept returns of custom orders (this includes rings). We also cannot accept returns of earrings that have been worn for health and safety reasons.
We want you to be happy with your order, and we will do whatever we can to work with you to sort out any issues!
Return the item in original condition, and we will refund the full price on receiving it back (excluding custom orders and rings in accordance with the information below).
We cannot accept responsibility for repaying postage and handling charges.
IMPORTANT NOTE: PLEASE ENSURE YOU GET YOUR SIZE CORRECT. Due to the fact that your ring is a custom design – made to your size – we cannot refund your purchase if you give us the wrong size or simply change your mind. This is in accordance with Australian Consumer Law. It is your responsibility to give us the correct size.
We charge $40 AUD per ring (plus postage) for resizing of my wedding and simple sterling silver bands (not stacking sets). So, please make sure to take the time to work out your exact size. Most local jewellers’ shops will happily size your finger for you at no charge. We can re-size down as far as necessary, BUT CAN ONLY RESIZE UP ONE FULL SIZE.
So if you’re unsure at all, err on the side of going too big rather than too small. If you order a ring smaller than one full size than the size you end up needing, you need to buy a new ring (though I will give discount on this as below).
For all the info you need to know on ring sizing – please visit this page.
If you receive your wedding band and decide you want a different style or width, we offer a 25% discount on purchase of the new ring IF you return the old one to me.
~*~*~ Brides + Grooms: please note – we are in Australia. If you are inside of Australia, do not order a wedding band without at least 4 weeks lead-time between your order and your wedding day. If you are outside of Australia, please allow at least 6 weeks between order and your wedding. We CANNOT guarantee your ring/s will arrive in time if you order with a lead time shorter than this. ~*~*~
Additional Policies and FAQs
***How to Care for your Sterling Silver***
Sterling silver jewellery naturally takes on a blackish tarnish over time in reaction with air.
When you receive your piece of sterling jewellery it may have black tarnish spots if it’s spent a long time in transit (though we do our best to prevent this) – these are easily removed!
You can either buy a silver-cleaning cloth, or simply use some toothpaste on a cloth or brush – gently rub at the tarnish, then wash and dry to bring back the super-shine!
Please keep in mind that all items in this shop are completely handmade, and therefore some small imperfections may be present.
Hopefully, you will, as we do, see any small imperfection as part of what makes a personally hand-made item unique. After all, we are, none of us, perfect!
Information I Collect
To fulfil your order, you must provide me with certain information, such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (phone number for a customs form or details for a custom order of jewellery, for example), if you contact me directly.
Why I Need Your Information and How I Use It
I rely on a number of legal bases to collect, use, and share your information, including:
– as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;
– when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for my mailing list;
– if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services.
Information Sharing and Disclosure
Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:
Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
Business transfers. If I sell or merge my business, I may disclose your information as part of that transaction, only to the extent permitted by law.
Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.
Transfers of Personal Information Outside the EU
I may store and process your information through third-party hosting services in the US, Australia and other jurisdictions. As a result, I may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction.
If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:
Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.
Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.
Object. You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
Complain. If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.
How to Contact Me
For purposes of EU data protection law, I, Jess Van Den, am the data controller of your personal information. If you have any questions or concerns, you may contact me at jessica AT epherielldesigns.com.