Jewellery Care and FAQs

 
WHAT ARE YOUR PRODUCTS MADE FROM?
Our handstamped jewellery range is made from a variety of metals ranging from Sterling Silver, Argentium Silver, Gold Fill, Rose Gold Fill & Stainless Steel.  Standard thickness for our Sterling Silver and Gold Fill pieces is 18ga (1.25mm) thick.  For our Stainless Steel and premium range we use a much thicker gauge.   In the product description of each product we give information on the material the product is made of and it's sizing.

Sterling Silver is made from 92.5% silver and 7.5% another metal (usually copper). This is what gives it strength and makes it a great product for hand stamping.

Gold Fill is not to be confused with gold plating.  Gold Fill is an actual layer of 14ct or 18ct gold – pressure bonded to another metal giving it strength to withstand hand stamping.   The layer of gold must make up a minimum of 1/20th of the total weight of the piece.  Gold filled jewellery offers many of the same characteristics of solid gold, giving strength, durability and beauty, but without the price tag.

Argentium Silver is purer than 925 sterling silver with 93.5% silver Vs 92.5%.  It is made from pure silver and germanium.  It has the natural colour of pure silver and is brighter and whiter than sterling, platinum and white gold.  It is hypoallergenic therefore a great choice for those unable to wear tradition sterling.  It is also requires little maintenance and is the most tarnish resistant form of silver.

Stainless Steel is hypo allergenic and does not rust or tarnish. Our Stainless steel products and chains are made from 316L Stainless steel. 

If you have any type of metal allergy please contact us prior to ordering for further information as we are unable to be responsible for any reactions that may occur to the above mentioned metals.

WHAT SHOULD I EXPECT FROM MY JEWELLERY AND HOW DO I CARE FOR MY PIECE?
Over time, without proper care, all jewellery is susceptible to tarnish. This happens because some metals undergo a chemical reaction with sulphur-containing substances in the air. Salt water, humidity, chlorine, soap, perspiration and perfume all cause oxidization on your jewellery and can lead to tarnish.  To avoid this we recommend wiping your keepsake clean with the complimentary cloth provided or a similar jewellery cloth that can be purchased at any jewellery store. Storing your jewellery in an air tight container or plastic zip lock bag can also help to prevent tarnish. For transit we may include a black anti-tarnish pad which can be kept in the box where you store your keepsake to help prevent tarnish, especially in humid conditions. These pads eventually lose their effectiveness and should be replaced. 

If you have chosen black lettering on your keepsake we create this by using an oxidation process (basically we 'tarnish' your lettering to look black) therefore we do NOT recommend liquid silver polish cleaners where you submerse your jewellery, as over time they will remove the black lettering.  Over time, and exposure to the elements, the blackening of your letters may slowly disappear.  Please email us for a quick solution to restore the blackened letters on your piece or feel free to send your piece back to us for us to restore your blackened letters. Stainless Steel pieces should only be wiped over with a polish cloth specific to steel and not silver polish cloths. 

When purchasing layered pieces, scuffing may occur on the bottom pieces. This is to do with the natural movement of the pieces back and forth as they are worn. This should be expected and is not considered a defect. Our pro polish pads contain a mild abrasive and are a great product to assist with the removal of any scuffing that may occur. Polishing pads can be purchased in our Extras, Crystals & Charms section or click here: pro polish padsOur pieces may contain natural flaws or runs on the surface area due to the handmaking of your piece. 

As each keepsake is "hammered" by hand, impressions & marks will occur on your keepsake (in particular on the reverse of the piece). 

WHEN WILL MY PRODUCT BE DELIVERED AND HOW LONG WILL IT TAKE?
We make every effort to complete your handstamped keepsake as quickly as possible. Our pieces are created letter by letter and we take great care in our workmanship.  During normal trading times please allow up to a week for production and dispatch.  The average turnaround time on our orders is 2-5 business days.  If an item required for your order is out of stock and there will be a longer production time than 2 weeks we will send you an email to let you know.  During peak trading times such as Christmas and Mother's Day order cut off dates may apply.  Cut off dates will be displayed on the website. If you require your keepsake by a certain date please email us first and we can usually arrange to work with you to help you meet your deadline. 

For urgent orders we now have a PRIORITY SERVICE and more information regarding this can be found here: Priority Service 

POSTAGE OPTIONS
In each product you have the option to choose insurance and/or signature on delivery for your keepsake (this is an additional upgrade and does not include basic postage charges shown at the checkout). We highly recommend insurance. In the event Australia Post fails to delivery your parcel insurance will enable us to claim compensation on your behalf to replace your keepsake. Without insurance you are only able to claim the cost of postage. If you are choosing insurance and/or signature and are purchasing multiple items you only need to add it to the cart once. Please do not leave notes asking for the parcel to be left in a specific location (ie, side of house next to pot plant, by front door, or if not home take to post office). Delivery is by Australia Post, they will deliver an article to your letterbox. If it does not fit it will go to your local post office for collection and a missed post card will be left- we also email you tracking details so you can follow your parcel's progress - in the event you miss the card left by the postie for some reason you will still see in the tracking that an attempted delivery was made. They will only knock on your font door to see if you are home if you have chosen signature on delivery as a postage extra. 

 At the checkout you will have two postage options - registered post or express post. Registered post means that you will be provided with a tracking number to follow your parcel. Registrered post can take 2-10 business days to arrive depending on your location. Express means faster delivery once your item is ready for dispatch. For metro areas express post is next business day delivery from dispatch, for all other areas it cuts down the normal delivery time and can be between 2-4 business days. You can check your delivery zone via the Australia Post website. 

DO I RECEIVE A CHAIN WITH MY ORDER?
All our Sterling Silver or Gold Fill pendants come with a complimentary 18” chain.  Our Stainless Steel products also include a chain and the details of this can be found within each product.  Most products have the option to upgrade your chain length where available. There are so many chain styles and lengths to choose from that we cannot possibly list them all on our website. If you have a particular style or length that you prefer please contact us and we will be happy to provide a quote.   

HOW WILL MY ORDER BE PACKAGED?
Our standard flat packaging is included in the price of our products. Your keepsake will come attached to a printed insert in a clear plastic cover.  Most of our products also have the option to upgrade to a premium gift box if your keepsake is for a special occasion.

I HAVE MADE A SPELLING MISTAKE ON MY ORDER!
Please contact us immediately using the contact us section on this website or email sales@emandeve.com.au.  Due to the personalised nature of our products once production has begun we won't be able to make any changes. 

WILL ALL THE LETTERS BE THE SAME AND WILL ALL MY LETTERS FIT?
Hand stamping is a process where individual letters are hammered by hand onto your keepsake. As a result of this process depth, spacing and alignment of the letters can vary from piece to piece.  This is what gives hand stamping its unique characterIf you are expecting your wording to be perfectly structured then perhaps hand stamping is not for you. Our font styles can be viewed in each product and a character count guide is given for each piece.  These character counts are a guide only as all letters are different widths. We check all wording for best fit on your keepsake and will contact you should your wording require any adjustment. Please note that on layered pieces if you use the maximum character count then some words may be hidden on the bottom pieces. For some keyring styles we will use our judgement to space out wording on each line. For design stamps placement details should be listed in the special notes of your order, where this information is missing we will place the design stamp at our discretion. Please note that some fonts can have ornate or 'old fashioned' style lettering - for example our lower classic font the 'r' and 'n' are very similar in look. Once you have decided on a font have a look around the website at the different photos and spot the lettering that you will use to create your piece to get a real feel for how it will look. We are unable to offer a 'preview' piece of your wording. 

WHAT PAYMENT OPTIONS DO YOU HAVE?
At the checkout you will be directed to a third party secure site for PayPal. Here you can also pay by VISA, MasterCard or American Express - you do NOT need a paypal account to pay by credit card. Should you not be able to pay by one of the above methods please contact us to arrange direct deposit by using the contact us section of this website or emailing us at sales@emandeve.com.au

I HAVE A COUPON BUT IT'S NOT SHOWING THE DISCOUNT? 
Coupon codes should be entered as you go through checkout. If you have entered a coupon code and the discount is not showing the code may have expired or has conditions where by it cannot be used with any other offer or on sale items. If you believe your code should be working please email us with the details and we will be happy to have a look for you. Our Facebook page is a great way to see all our current promotions, specials & flash sales www.facebook.com/emandeve

HOW DO YOU USE IMAGES OF MY KEEPSAKE?
At the checkout you are asked to agree to our Term's & Conditions which includes information on photographing your keepsake and use of the images for marketing purposes. Should you not wish for your keepsake to be used in marketing purposes, please let us know by making a comment in the special notes section of your order, or send us an email to sales@emandeve.com.au. We can use the image any time from the keepsake has been delivered so it's important to notify us asap should you not wish your image to be used. 

We offer complementary cleaning & inspection of your keepsake. Return Postage costs apply. Please email us to arrange delivery of your keepsake to one of our locations and we would be happy to make it look new again!  Email us: sales@emandeve.com.au