FAQ / T&CsCustom Orders
I love taking on custom orders, although will only be able to create orders which are within my personal capabilities and style.
The custom process:
- Contact me with your design requirements (including metal type, precise ring size, and gemstone/s) including any relevant images. If you would like a specific gemstone, you may either choose one from my collection or I can order one from a supplier
- I will provide a quote once your design is finalised and confirmed, and a 30% non-refundable deposit must be paid upfront before I order materials and begin making your piece
- Your custom order will take 2-4 weeks to create. I will provide photos before finishing your piece in case alterations are required. (if major changes are required that differ from the agreed design, an extra fee may be required)
- Once complete, a final photo will be sent and the final payment (minus deposit) and shipping cost is required before dispatching your order. Final payment must be paid within 14 days of initial request, or your item may no longer be available.
I provide ring sizers in store which can help you find your ring size.
Alternatively, I highly reccomend going to any jeweller store as they provide free ring sizing! (just take note that the same size may differ on each hand).
If your ring has been incorrectly sized on my end, I may be able to provide a free resize if delivery is covered by you.
If your ring was correctly sized and you would like a resize otherwise, a resizing fee will apply.
Some types of rings may not be able to be resized so please contact me with photos of your ring so I can get back to you.
All orders are mailed with a free polishing cloth that can be re-used as much as you need (just make sure not to wash it!).
For a general clean, I also reccomend using warm water, soap and a soft toothbrush to shine your jewellery up again.
Looking after your gemstones
Most of the gemstones I work with, including opals, are relatively soft stones.
It is recommended to take precaution to not bump, scratch, or apply pressure to stones as they can break.
Gemstone jewellery can be worn in water unless stated otherwise in the product description.
I cannot take responsibility for stones broken by the wearer.
All orders are processed within 1-2 business days and a tracking number is provided when dispatched.
If an order is dispatched with incorrect postage information provided by the buyer, I cannot take responsibility, but recommend you contact Australia Post to redirect your parcel.
My shipping policy is that as soon as an item has been shipped, it is now the buyer's responsibility.
If an item is lost or damaged in transit, please contact me immediately with your tracking number so I can contact Australia Post. If an item is declared lost or damaged by Australia Post, I may be able to repair or refund your item. This can be a long process, so your patience is appreciated.
If you are concerned about transit issues, I recommend choosing express delivery.
Returns / Refund / Exchange policy
Due to the time and care put into my handmade jewellery, I cannot provide refunds or exchanges on items due to change of mind, change of ring size (unless incorrectly sized), personal neglect, general wear and tear, or losing jewellery once shipped.
If an item breaks or is faulty, please contact me with photos/videos and we can discuss a potential repair, refund, or return. This is a case-by-case situation.
As a requirement of selling my jewellery, I may require personal information such as your name, email, address and phone number for delivery and receipt purposes. Your information will not be shared online or publicly, and will only be confidentially stored for delivery, receipt, return and refund purposes.
For all enquiries or if you are unsure, please contact me at email@example.com or @wombatfernjewellery on instagram.
By shopping with Wombat Fern Jewellery, you agree to the terms and conditions above.