FAQs

Here are all the answers to your tricky questions! We hope this helps you have a great experience with us.

 

General Product Info

Our necklaces come with a standard 80cm chain across our range. We have the options on each pendant necklace for you to customise as desired to a shorter or longer chain.

Our word charms come as set shapes, as per the pictures on our website (customisations only available in quantities over x100).

CUSTOMISATIONS

• Supply customised word charms for bulk orders, groups, events & conferences where the quantity is over x100.

• We can supply for events and conferences where the amount is less than x100 using options within our current range.

• We can customise an order for you with designs and words we offer within our range.

• We can resize bracelets to suit.

• We do have a ‘Customise your necklace’ section on each necklace page.

• Unfortunately, we do not provide a service for small order personalisation’s.

• We do not offer an engraving service.

• We do not have the facilities to create word tags with personal messages or personalised word charms for small orders.

• Our word charms come as set shapes that we have made in large batches previously, we cannot customise this for small orders (available for bulk custom orders only).

GIFTING & PACKAGING

• We do not include receipts in our parcels as we know many of our parcels are sent as gifts, we send our receipts digitally.

• We are passionate about presentation and package our necklaces and barcelets come in black organza bags with our product tag included, so that if the item is sent as a gift it presents beautifully.

• We include a handwritten gift card with love from us in each parcel. If you are gifting our products (where the billing address differs to the shipping address) we will write on our card #A PARCEL FROM *** so that the recipient knows where the love has come from. We pay special attention to the order notes if specifics like ‘Happy Birthday’ need to be added.

SHIPPING

1. BUDGET POSTAGE - $3.50
3-15 Business Days
Parcels are sent as large letters with Australia Post, whilst this is a great option to keep costs low, delivery times within Australia can vary greatly with this option.

2. REGISTERED POST - $7.80
Available for additional security add on to our budget post, these parcels must be signed for on delivery.

3. STANDARD POSTAGE SATCHELS - $8.50
3-7 Business Days 

4. EXPRESS POST SATCHEL - $12
1-3 Business Days (This is not an overnight service to all postcodes)

* For larger orders the satchel prices will show at checkout.
To check estimate delivery times for tracked satchels to your postcode use the following Australia Post link: Estimate delivery times. We post from NSW 2322.

1. BUDGET INTERNATIONAL POST
From $4.80AU for 1 piece of jewellery Worldwide (Under 50g).
$9AU covers you for up to 6 pieces of jewellery.
Both of these options are sent as large international letters. These are not tracked and can take anywhere from 8 days to 5 weeks - based on each countries customs system. These are not tracked parcels. **Please note New Zealand is particularly slow due to the customs system and has been known to take up to 8 weeks. 

2. INTERNATIONAL TRACKED SATCHEL
$28AU (up to 500g) This option is tracked and tends to be the quickest option. You can choose this if you prefer to have tracked parcels and a quicker delivery time. 

*Anything above 500g we can quote manually as we do our best to get the best rate for you.

• We process & post next business day, unless there is a question regarding your order in which case we will contact you via email.

• Postage times are estimated from the next day after postage has occurred. You will receive an email confirmation to say postage has occurred, the timeframe count will be taken from the following day.

RETURNS AND GUARANTEES

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only and not offer a refund. Our friendly team can assist in this matter on email hello@sisterandsoul.com.au

If it is identified that there is no fault with the product or that the product has been damaged through misuse, abnormal use or abuse, Sister & Soul may require you to reimburse us for any costs that we may have incurred, including return postage.

Sister & Soul will offer you a refund or exchange for most purchases (some exclusions apply) within 30 days of purchase, provided that:

• you produce proof of purchase (your order receipt, online order or tax invoice)

• the product and packaging (including tags) is in its original condition; and

• the item is in unused, unworn and in resaleable condition.

Please note that delivery fees and customisation fees (for example a charm change on a necklace or a chain length modification) paid for online orders are non-refundable for change of mind returns. However, if you receive an item that is different to what was described, or is clearly damaged or defective, please contact the Sister & Soul team on email hello@sisterandsoul.com.au for assistance. 

If you cannot provide proof of purchase of a Sister & Soul branded product, we will offer you an exchange but not a refund for change of mind returns. 

Certain items, because of their nature, cannot be returned if you change your mind. These are:

• Gift Vouchers

Please contact the Sister & Soul team on hello@sisterandsoul.com.au to arrange a product return.

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