PRODUCT CARE

All Precious Hearts pieces are made from responsibly-sourced and Australian precious metals.
To keep your Precious pieces looking great we recommend avoiding wear whilst swimming or during strenuous physical exercise. Products should never be dragged on the ground, including baby bracelets.
You will receive a white polishing cloth with your order which you can use sporadically. You may notice the cloth turning black, this is totally normal.
Sterling silver is a precious metal so it will naturally start to tarnish over time, depending on several environmental factors as well as the pH of your skin, this can occur more quickly for some and not others. Exercise, perfumes and some chemicals and medications can quicken this process.
To remove tarnishing or dirt use the white polishing cloth provided. For a more thorough clean you can use silver cleaning solution or a basic bicarb + water solution in alfoil.
When you aren’t wearing your Precious Hearts piece, ensure you keep it in the travel pouch provided.

RETURNS AND EXCHANGES

Due to the nature of custom made jewellery we do not accept returns on made-to-order pieces.
Ready-made items can be returned for a store credit.  Please get in touch within 7 days of receipt of your order.

Any returned items must be received back within 30 days of delivery and in the same condition they left our workshop- including packaging.

For hygiene reasons, all earring sales are final.

IMPERFECTIONS

Returns or exchanges are not accepted for naturally occurring microscopic polishing marks, hairline surface marks visible under magnification, or marks visible under intense directional lighting. As with all polished precious metals, a completely mark-free surface at microscopic level is not achievable. Variations visible only under magnification or specialised lighting are considered inherent characteristics of the material and finishing process, rather than a manufacturing defect. If an item arrives with obvious scratches, dents, engraving defects, or damage visible under normal viewing conditions, please contact us within 48 hours of delivery.

REFUNDS and CANCELLATIONS

Cancellation requests on custom items will incur a Cancellation Fee to compensate for time, materials, and labour already expended.
Due to the bespoke nature of our services, we implement the following terms regarding returns, cancellations, and associated fees.

• • Design Not Started: A fee of 4% of the total order value + $15 per Fingerprint Kit (if applicable).
    This also covers the original transaction fees we are unable to recover.
  • Design Started: 20% of the total order value

To cancel an order please email us by replying to your Order Confirmation providing a brief explanation for the reason for cancellation.
We will confirm the status of your order and any applicable fees before processing your cancellation.

This policy complies with Australian Consumer Law (ACL). Nothing in this policy limits your rights under ACL for defective products or misrepresentation.

CANCELLING or CHANGING YOUR ORDER

After 24 hours of receipt of all engraving details, changes to your design usually cannot be made. We will begin working on your piece as soon as possible so do be sure to double check all details. However, often we can change orders and/or designs so get in touch as soon as possible so we can confirm whether the change is possible.
Cancellations of Solid Gold incur a restocking fee as we order gold in specifically for your piece.

DAMAGES

If your product is damaged on arrival, please get in touch and send photos for us to look into the issue and replace your item upon its return to us.

We do not offer refunds for damaged products; instead we will repair or replace your piece upon its return. This company policy complies with ACCC guidelines.

INCORRECT ITEM/ SPELLING

If your product arrives and is different to what has been ordered, please get in touch and send photos to hello@precioushearts.com.au. We will be more than happy to arrange a complimentary replacement.

We do not offer refunds for faulty, damaged or incorrect items, rather we will repair or replace the item. This company policy complies with ACCC guidelines.

DISCOUNTS

Precious Hearts does not offer discounts; we choose to price our products fairly all year long to ensure customers mourning the loss of a loved one do not feel the need to hold off on their special memento.

PRODUCT SAFETY WARNING

Precious Hearts does not recommend necklaces for children as they contain small parts that can become a choking hazard. If you do wish to purchase a necklace for your child please ensure the necklace is removed at any time the child is not under constant supervision.

FAQS

You can view our FAQs here. If there is anything you need further clarification on please email us at hello@precioushearts.com.au