FAQ & Contact
I love one of your designs but I wish it was in a different colour! What do I do?
Get in touch by filling out the form below with the name of the product and the colours you'd love to see the product in. Make sure to include the size or shape of the product you want to have made in a different colour, since I often make my styles in multiple sizes and configurations.
Please allow 48 hours for me to get back to you. Once we've confirmed the design together via email, I'll confirm a timeline for how long it will take me to make your jewellery and when it'll be shipped.
Where are my products made and who makes them?
Every piece is handmade in my little studio in the Northern Rivers of Australia, in regional NSW. I handle the full process of making and shipping the pieces, including sculpting, sanding and buffing, assembly, packaging and shipments - usually with my baby Henry and Aussie Shepherd Bickie at my side!
Some of your earrings look pretty chunky... are they heavy too? I don't want my ears to be weighed down!
Nope! You'll find that all of my styles are really lightweight, thanks to the main material being polymer clay.
What are your products made of?
Most of my products are made predominantly from polymer clay (professional grade plasticine). The metal components are made from either surgical-grade steel or steel plated in gold. To find out what a specific product is made from, look for the italicised section of each product listing.
Is polymer clay safe to wear? What is it?!
Yes polymer clay is safe to wear, and is a durable material that will last for years and years. It's essentially made from PVC, a non-toxic material similar to the plastic used to make baby dolls and beach balls. For more information, check out this great source for a comprehensive breakdown.
How long will shipping take from when I buy my item?
Your item will be shipped within 2-3 business days. If I expect a delay, I will reach out to you and let you know. Once the order is shipped, shipping times are totally dependent on the postal service selected so make sure to check your tracking number once your item has been marked as shipped.
Do you accept returns/refunds/replacements?
If there is an issue with your item (s) I'm happy to work with you on arranging a refund or replacement within 30 days of the item being received.
What do I do if there's an issue I need to resolve?
Get in touch with me at hello@gemsau.store or fill out the form below if there are any issues with your order e.g. if your item is damaged in transit or you receive the wrong item. Please make sure to inspect your order as soon as you receive it, so you can get in touch promptly.
When I email you back, I'll ask you to attach a picture of the problem so I can assess the issue, and I'll work together with you on a solution.
Note: custom orders are not eligible for returns or refunds unless faulty.