Frequently Asked Questions

Please understand that we are a team of two doing all of this by ourself and can only do or work so much.

Please read through this page before contacting us or purchasing any of our pieces. Please note emails/questions that can be answered by reading through this page will not be answered to. All of this is here for your own benefit.

For questions/problems that are not answered here you are welcome to email us personally to: 

nataliacolichon@gmail.com/

If you have questions about your order please reply to the email receipt sent electronically when you made your purchase. This makes it easier for the both of us.

Thank you. Your patience is greatly appreciated. 

xx Natalia and Martin J.

 

Do you Ship Worldwide:

Mostly. Unfortunately due to carrier limitations, we are unable to ship to the following countries/regions:

01. Iran       

02. Israel      

03. Korea     

04. Kuwait

05. Pakistan

06. Syria

07. Sudan

09. Morocco

10. Saudi Arabia

What are your operating business days:

Monday to Friday. Purchases made on weekend and public holidays will be processed the next business day. 

What currency is the store under?

All items are marked in AUD currencies. 

Do you have a brick and mortar shop or office?

No we don't. Our studio/office/shop is our own home, and no, visitations are not allowed.

Do you do wholesale?

We are not big fans of mass producing work, but we are open to possibilities. We would be happy to chat to small businesses that follow an ethical/sustainable aesthetic. If you are interested in wholesale and can work around our time frames, we will be happy to work with you. 

I didn't receive a confirmation email, but I placed my order.

Every order placed immediately receives an email receipt/confirmation via  Squarespace to the email provided with your purchase. No email means the order has not gone through or is non existent. 

Do you have payment plans?

No. Layaway, holds or payment plans are not available. 

Afterpay is not available because Squarespace does not allow it. Sorry.

Why does my piece not look exactly like the online picture?

Everything in the store is handmade and one of a kind and no two things are ever the same. All our handmade pieces are perfectly imperfect, and can sometimes come with little adjustments. 

Do you provide hard copy receipts with items?

No. Receipts are not sent with your order and no physically receipt are provided at all. The only receipt you get is sent electronically when making your purchase online.

Do you do gift wrapping?

No. Gift wrapping or personalised notes are not available. This is your responsibility. Sorry.

I placed the wrong information in shipping details..

Please make sure your email is full and correct when placing an order or sending an email. If it is put in incorrectly we cannot contact you. 

Do you do repairs?

No. Sorry, but unfortunately that is the responsibility of the customer. We do provide information and care instructions in regards to metal adornments. They can be found here.

I didn't receive a confirmation email, but I placed my order.

Every order placed immediately receives an email receipt/confirmation via  Squarespace to the email provided with your purchase. No email means the order has not gone through or is non existent. 

What are your shop policies/refunds like?

Refunds can only be done, before shipping/shipment, with a $10 cancellation fee (regardless of the purchase price) and must be done within 48 hours of purchasing. Once your order has been sent to our studio which happens 48 hours after receiving the order, your order cannot be refunded.  This is non-negotiable, and does not include if you purchased items separately, and then want to combine them, so please be sure of what you are purchasing. PLEASE NOTE if you want items to ship together please purchase them together.

Also once an item is shipped it is no longer in our possession and is out of our control. We are not responsible for the way it gets handled once it has been shipped. In other words, once your order is shipped we are no longer responsible for it. If your item is broken/lost/damaged/delivered to the wrong address during shipment there is unfortunately nothing we can do unless you purchase insurance. Insurance is the responsibility of the customer. 

We are not liable for any damage/loss of an item, if they are stolen by someone or delivered to the wrong address by the postal service in Australia or internationally. This is a risk that must be assessed when purchasing both locally and overseas. They cannot and will not be replaced/refunded under any circumstances due the nature of the pieces.

Insurance CAN be purchased but at an extra cost and will only be provided when asked for, you can ask for a quote in the customer notes as you checkout. So if you have had problems with your postal service in the past with items being broken it is highly recommended you purchase insurance. 

PLEASE NOTE insurance covers damage ONLY during shipping, NOT if you break the item yourself.

A change of mind or heart is on you, not us. No refunds or exchanges can and will be done for this reason and refunds can only happen in circumstances stated above.

Refunds cannot be done on sale items under any circumstances, or if a sale occurs and you want to get your item/order at sale price and have purchased it before the sale occurred. All sale item purchases are final. 

What is your shipping situation like?

Being a team of two inside this brand, life does get in the way of things, so please be understandable. Please allow 3-5 weeks for production. Orders cannot be posted off any faster than this time frame after purchase, and nothing is sent off on the weekends. If you would like for your order to arrive quicker, then consider getting express shipping. 

Orders within Australia usually take 2-10 days to arrive, once shipped, but time frame varies. Please check auspost.com.au for more details and specifics in regards to your location.

Keep in mind that public holidays do effect arrival times greatly. We do not control the postal service.

For International orders please allow 2-8 weeks for parcel to arrive. Every country has different arrival times. Express shipping is available but at an extra cost to you and varies in price depending on your location.

All orders do come with a tracking number which gets sent to the email you made the purchase with as soon as your parcel is sent. Please note that when you receive this email your shipping label has been created and is now in the hands of Australia Post. It does not mean it has been shipped yet.

If you are going to contact me about your shipping status, please allow 3-5 weeks before you do. 

Please make sure you type your email address in correctly when purchasing. If you do not you will not receive any email notifications for your order. 

If your order gets stuck in customs both within Australia and internationally, we do not have control over it. So shipping times stated may be longer. Also note that sometimes their is a fee to be paid to customs depending on the country you are in. YOU ARE FULLY RESPONSIBLE FOR THIS.  Import duties, taxes, and charges are not included in the item price or shipping cost. These charges that may incur are the buyer's responsibility. Please check with your country's customs office to determine what additional costs may be prior to purchasing, as we are not responsible for these charges and will not pay them for you.

Please do not ask us to mark your items as gifts in order to avoid taxes as I won't. 

It is highly recommended that you send your order to your own personal address or P.O box rather than a friends/family or business address, because once again we are NOT responsible for what happens to your order. If you feel confident enough to rely on someone else to receive it please acknowledge that delays and confusion may occur, and you are again its under YOUR RESPONSIBILITY to sort it out.

If buying items as a birthday present/gift please purchase 8-9 weeks before the date you want or need it. Shipping and production times can vary greatly so it is better to order in advance as we cannot control whether items get sent off in time or not.

All orders, both local and international require a signature to be received, and will not be sent another other way. This is for both the safety and peace of mind for you the customer as well as for us.

Failure to pick parcels up is on you not us. 

If your order is returned/sent back to us for any reason (address provided was incorrect, failure to receive order/sign for it order etc.) you will have to pay for postage again to receive it.

Shipping/postage is the buyers responsibility, we cannot and will not cover the costs of postage if items need to be sent again. As stated we are not liable or responsible for what happens to your order once sent. That includes returns, and for that we am sorry, but we don't control the postal service. 

If your purchase is returned and you don't want to pay postage again and want a refund, that is fine, but only the purchase price will be refunded. Shipping cost will not be refunded.