Frequently Asked Questions

About Us

Who are you and what do you do?
We’re an Australian-owned brand dedicated to offering thoughtfully designed, high-quality pieces that celebrate individuality and timeless beauty.

Where are you based?
We’re proudly based in Melbourne, Australia and all orders are shipped from here!

Is everything designed in-house?
A handful of our designs are conceptualised in-house with a focus on craftsmanship, quality materials and a meaningful connection to nature. The rest of our pieces are designed by our team of skilled jewellers.

Materials

What materials do you use?
Our pieces are crafted using high-grade materials including brass, stainless steel, 18k gold plating, freshwater pearls and recyclable brass. We prioritise sustainability wherever possible.

Is your jewellery hypoallergenic?
All of our pieces are nickel-free and safe for sensitive skin. Please refer to individual product descriptions for material specifics.

Do you use real gold?
We use gold plating and gold vermeil techniques for a luxe finish.

Sizing

How do I choose the right size?
You can refer to our detailed size guides available on each product page, including ring sizing charts and necklace length references.

Do you offer adjustable sizes?
Yes – many of our rings and chains come with adjustable features. Please check the product description for details.

Can you custom-size a piece for me?
We don’t currently offer custom sizing, but we may be able to guide you to an adjustable or alternative fit. Get in touch and we’ll do our best to help.

Products

Do you restock sold-out items?
Some popular styles may be restocked. You can sign up for back-in-stock alerts on the product page or follow us on Instagram for updates.

Are your items handmade?
Many of our pieces are made or finished by hand, giving each item a unique touch. We work with skilled artisans abroad.

Can I request a custom design?
At this stage, we don’t offer fully custom orders – but feel free to share your ideas; we’re always open to inspiration for future collections!

Shipping

Where do you ship to?
We ship Australia-wide and to selected international destinations. All orders are sent from Melbourne.

How much is shipping?
We offer free standard shipping within Australia for all orders. Express and international rates are calculated at checkout.

How long does shipping take?
Standard shipping within Australia typically takes 2–7 business days, while express takes 1–3 business days. International delivery times vary by location.

Delivery

How can I track my order?
Once your order is dispatched, you’ll receive a confirmation email with tracking details. You can follow the link to monitor its progress.

What if my order hasn’t arrived?
If your parcel hasn’t arrived within the expected timeframe, please check your tracking link and then contact us if you need further assistance.

Do you offer local pick-up?
Currently, we don’t offer local collection, but this may change in future.

Returns

What is your return policy?
We accept returns on full-priced items within 14 days of delivery, provided the item is unworn, unused, and in original packaging. The only exclusion is earrings due to hygiene reasons.

Do you offer exchanges?

Yes. Please email us for more information. If you’d like a different item, we recommend returning your original order and placing a new one.

Are sale items refundable?
Sale items are considered final and cannot be returned or exchanged unless faulty.

My item arrived damaged – what now?
Please contact us within 3 days of receiving your order with clear photos of the damage. We’ll arrange a replacement or refund as appropriate!

Miscellaneous

Do you offer wholesale or bulk orders?
Yes, we love working with like-minded retailers and event planners. Please visit our Wholesale page or email us directly to enquire.

Still have questions?
We’re here to help. Reach out to us via our Contact page or email us at info@asteraura.com