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HELP & FAQS

What type of materials and metals do you use in your jewellery pieces?
Our collection features immaculately crafted pieces made from high-grade materials available in yellow gold and silver finishes. Our pieces are crafted in four luxe finishes:

Gold Plated Zinc Alloy
This involves gold electroplating on a zinc alloy base.
18kt Gold Layered Brass

This involves 8 layers of 18kt gold coated onto a brass base.
18kt Gold Layered Stainless Steel
This involves 3 layers of 18kt gold coated onto a stainless steel base.
Silver Stainless Steel
This involves uncoated stainless steel in an already shiny silver finish.

Although our product is fundamentally crafted using the above materials and metals, a small percentage of other alloys may be found in our product, such as zinc, nickel and copper. If you are sensitive to jewellery metals and/or alloys, please take this information into consideration before purchasing our product.
For more information about what each piece is made from, descriptions can be found in each product's page on our Shop. 

What do I do if I want a custom necklace or earrings in a language other than English?
We aspire to be a brand that has diverse clientele. If you wish to purchase a custom-made necklace or earrings in a language other than English, please email customercare@namesakecollection.com and you will be assisted further. Like English custom-made jewellery pieces, the same guidelines apply, that is: a maximum of 12 characters per jewellery piece, a minimum of 12 days for your piece to be crafted by hand excluding delivery time, (sometimes more depending on when you place your order) and the choice of your piece in either a yellow gold or silver finish.

How long do custom orders take?
If you are ordering a custom necklace or earrings that are personalised with a name or word, it will generally take a minimum of 12 days to create your piece from when your order is placed (this does not include delivery time to you).
Please note that the 12 day minimum may increase. Namesake Collection does not hold responsibility of late delivery, this is a general timeline and guide. We will aim to notify our customers in the unlikely event of a late delivery.
Should you require a custom jewellery piece to be received by a certain date, please email customercare@namesakecollection.com prior to submitting your order. Our Customer Care team will be able to confirm if your request can be fulfilled by your desired date.

Help! A piece I had my eye on is now sold out. What do I do?
Sold out, the shortest horror story ever. For any stock enquiries, please contact our Customer Care team at customercare@namesakecollection.com. As a rule of thumb, please note that all our initial pendants and custom pieces are ongoing in our collection and will therefore usually be in stock. In the case of fashion pieces, we can’t guarantee the piece will be restocked once sold out.

Can I cancel or make changes to my order once it has been submitted?
Unfortunately not, girl. Once your order has been placed, we are unable to amend or cancel your order. Please be mindful of this as once orders have been placed, they are final.

What payment methods does Namesake accept?
We offer our customers two types of payment methods. We can only accept one of the following payment options:
○   All major cards including VISA, MasterCard and AMEX
○   PayPal
Please note that you cannot use a combination of these payment methods when purchasing from our website. We only accept one of the two payment types per each order placed.

How will my order be packaged?
All of our orders are packed with care and precision. Each Namesake order will come packaged in a high-quality soft pink velvet jewellery box, with a white branded Namesake ribbon wrapped around each box - totally gift ready! If you are purchasing a Namesake product as a gift, we do all the hard work for you - and of course, no price tags will be displayed with any of our packed orders. We recommend keeping your jewellery in this velvet box when you are not wearing your piece to preserve its shine and quality. Make sure you store the box in a cool, dry place too. 

What are your delivery methods within Australia? 
Namesake Collection offer two delivery methods to our Australian customers: Australia Post Standard Delivery (received in 5 - 6 business days) or Australia Post Express Delivery (received in 1 - 2 business days). Naturally, if you live in metro or rural areas, this will influence delivery time. All Namesake Collection orders will receive an Australian Post tracking identification number. Using that tracking number, you can monitor your order hereIf you have any complications with your tracking number, please contact customercare@namesakecollection.com for further information and assistance.  
Please note if for any reason, your package is returned to Namesake Collection as the sender, you will be responsible for paying for the order to be re-sent to you. The delivery method (either standard or express) that you originally chose will be applied in this situation. Usual delivery costs will also apply in this scenario.

What happens if my order is lost, stolen or damaged during delivery?
Once Namesake Collection orders are sent out for delivery, the responsibility lies with Australia Post. We are not responsible if your order is lost, stolen or damaged during delivery. We recommend that you contact our postal service, Australia Post, for further information and assistance.  

Does Namesake offer refund or exchange?
Due to hygiene reasons, we do not offer refunds or exchanges if you change your mind. For this reason, all sales are final. Please be mindful of this and shop carefully. Please also note that our custom-made pieces cannot be cancelled once your order has been placed.
In the extremely unlikely case of there being a major problem with your product, please contact customercare@namesakecollection.com for further support. Please remember to keep your proof of purchase/receipt. For more information, please refer to our Deliveries, Refunds & Exchanges page. 

How should I care for my Namesake product?
To keep your jewellery shiny & clean, simply polish with a soft, clean jewellery cloth. We recommend avoiding liquid jewellery cleaners & anti-bacterial soaps. It’s always best to store your jewellery in the velvet box provided, in a cool, dry place.
To preserve your jewellery, we also recommend avoiding direct contact with:
○   Water and other liquids
○   Perspiration – make sure you remove your jewellery before working out and sleeping
○   Cosmetics including make-up, cream, lotion, oil, powder and perfume and
○   Other jewellery metals
Care cards with instructions are enclosed in all Namesake Collection deliveries as a reminder to our customers.

What should I do if I notice that I have any irritation, reaction and/or allergies from wearing Namesake products?
Everyone has different skin and sensitivities. If you are sensitive to jewellery metals and/or alloys, please consider if our product is right for you before purchasing. If you notice any type of irritation whilst wearing our jewellery, we recommend ceasing use immediately and seeking medical advice. 

What do I do if I’m experiencing technical issues on the Namesake website?
In the extremely unlikely case of one of our customers experiencing technical difficulties on our website, please email customercare@namesakecollection.com for further assistance. Please email with the subject line 'TECHNICAL DIFFICULTY' and our Customer Care team will endeavour to respond to you as soon as possible.

Want to be a brand ambassador? We’ll let you know the next steps!
At Namesake Collection, we are genuinely grateful to our customer base who show interest in becoming a Namesake influencer or brand ambassador. If you’re in interested in this opportunity, please contact us at info@namesakecollection.com. Please do not express your interest through Instagram direct messages, as your message could be overlooked and missed. 

How do I get in contact with Namesake Collection?
We’d love to hear from you! For all queries, please contact us via email on: customercare@namesakecollection.com. A member from our Customer Care team will endeavour to respond to your query within one business day.

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