FAQ
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Frequently Asked Questions (FAQ)
1. How long will it take to receive my order?
- Ready-to-ship items: dispatched within 1–2 business days
- Custom or made-to-order items: dispatched within 7–14 business days
- Delivery times:
o Australia Standard: 3–7 business days
o Australia Express: 1–2 business days
o International: 10–21 business days
All orders are shipped via tracked carbon-neutral delivery services, including Australia Post and DHL International.
2. Can I track my order?
Absolutely. You will receive tracking details via email once your item is shipped. If you haven’t received tracking within 3 business days, feel free to contact us at carrie.jobmail@gmail.com.
3. Do you accept returns?
Due to the fragile and handmade nature of glass, we do not accept returns for change of mind.
If your piece arrives damaged or incorrect, please contact us within 48 hours with photos and your order number. See our [Refund Policy] for full details.
4. What if I purchased via Afterpay?
Our Refund Policy applies to all payment methods, including Afterpay.
If your return is approved, you will receive a store credit or refund, but your Afterpay payment schedule remains unchanged. For more info, visit Afterpay’s official site.
5. Do you offer repairs or warranty?
We offer a 3-month complimentary repair period for faults not caused by misuse or impact.
Repairs requested outside this period may incur a fee. Damage from improper care (e.g., dropping, wearing during sports, saltwater exposure) is not covered.
To request a repair, email us with your order number, photos, and issue description. Please include a prepaid return satchel with your return.
6. Can I return earrings or custom pieces?
Unfortunately, we do not accept returns for earrings (hygiene reasons) or custom-made orders, unless they arrive damaged or incorrect.