FAQs

 

About Ekalake

Q: Where are you located?

A: All orders are shipped from our studio, which is based in Brisbane, Australia. 

Q: I have sensitive skin. Can I still wear your jewellery?

A: Most certainly! More than 90% of our products which use metal findings are lead and nickel free and/or made with stainless steel. The materials we used for each item is clearly stated in the item description on the product page, hence it is highly recommended that you read it before placing your order to be sure that your new jewellery will not cause a skin reaction. 

Ordering Process

Q: How do I place an order?

A: Click on the product you're interested in and it will take you to the Product's page. Once there, after reading the item description and looking at the images, scroll down, select a quantity and click on "Add to Cart". For some of the items like our Bird Nest necklaces range, you can also select your chain length (at no extra cost) before proceeding with "Add to Cart".

Q: What if an item is out of stock?

A: If an item that you want is out of stock, drop us an email at hello@amoretta.me and with enough requests in line, we will considering restocking. 

Q: Do you accept custom orders?

A: Most certainly - Yes! We LOVE custom orders, it represents a meaning (whether hidden or not) that is truly unique only to the person who requested the customization(s), and we love hearing your stories too! Definitely drop us a line with details of your customization requirements and we will send you a quotation and go from there. 

Payment & Shipping

Q: What currency are your products being sold in?

All our items are priced in AUD (Australian Dollars).

To convert prices into your local currency, check out this tool: xe.com

Q: How much does shipping cost? 

We use a flat-rate shipping system with no minimum or maximum spend required. 

For orders shipped within Australia, it's $5 per order via Standard delivery (3-5 working days; No tracking/signature) or $10 via Express delivery (2-3 working days, tracking number provided). 

For orders shipped to the rest of the world (more specifically USA, Canada, Europe, New Zealand and some parts of Asia), it's $9 per order via Standard Airmail (5-7 working days; No tracking/signature) or $15 via Registered Airmail (3-5 working days; tracking number and signature on delivery). 

Refunds & Returns

Q: Do you accept refunds? 

A: Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. A photo of the item might be requested for and has to be supplied before the refund process starts.

Please note that for change of mind returns, there is a 20% restocking fee. 

There are certain situations where only partial refunds are granted.
- Obvious signs of wear and tear from usage
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery


Please note that only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Q: What should I do to get my refund? 

A: Firstly, send us an email to hello@ekalake.com detailing the specifics of your refund request. Since each refund process is dealt with on a case-by-case basis, we will reply you with the necessary steps that you'll need to follow to kickstart the process.

Please note that the buyer is responsible for paying for shipping costs involved in returning the goods.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Q: When can I expect to see my refund in my account?

A: Usually within 3-5 working days from when we receive the returned goods.

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@ekalake.com.