Quick FAQ Search

All orders are shipped from our studio, which is based in Melbourne, Australia.

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. 

Gold, Rose Gold and Silver plated items have a very thin layer of metal electroplated onto the base metal while Gold filled/ Rose Gold filled have comparatively 100 times more metal bonded onto the base metal. What this essentially means is that the life span on filled metals is much longer than that of plated metals and with proper care (avoid chemicals, harsh sun & moisture/water) can last years and years compared to plated metals. 

It is important to note that plated metals will eventually tarnish - it could be days, weeks, months or even years in some cases - this all depends on a variety of factors such as the condition in which it was worn, exposure to moisture, chemicals or the sun and even reaction with your skin (differs from individual to individual).

This is the reason why filled is more valuable & thus more costly than plated and if you are planning on wearing your jewellery on a regular/daily basis, you are highly encouraged to go for the gold/rose gold filled/sterling silver option as you will find that it will be well worth the investment. 

At Ekalake, we offer both types of chains (plated or filled/sterling silver) and bar/disc charms (for the hand stamped range).

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". 

Please note that all orders take between 2-4 days to process. If you are in urgent need of your order, you may purchase our "Rush Order" listing for an extra $15. This prioritises your order & it will ship within 24 hours from date of purchase. 

Please note that your choice of postage method does not in any way affect the standard processing times. 

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

Most certainly - Yes! We absolutely 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 set up a custom listing for you to purchase.

There are 2 components to this question - Processing time & Shipping time. 

Processing time
All orders have a processing time of 2-5 business days. In the case that you need your order urgently, we also offer a "Rush Order" that you purchase for an additional $15. This prioritises your order and it gets shipped within 24 hours from date of purchase. 

Shipping time
Your choice of postage method largely affects when you will receive your order. Standard postage (free! No tracking) takes up to 10 business days (within Australia), and 8-12 business days to the rest of the world. 
If you are in Australia, you also have the option of choosing Registered post (2-6 business days; with tracking) or Express post (1-3 business days; with tracking). 
For international orders, all your options are also available at checkout. 

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For standard postage (with no tracking number or insurance), we will not be liable for any missing parcels and if it does go missing in transit, we will not be able to issue you a replacement or refund. 

If you find that this will be an issue, we highly recommend that you opt for the tracked postage option at checkout, for peace of mind and added security (order replacement/refund if parcel goes missing). 

In the case of a missed delivery and buyer wasn't able to pick the parcel up from their local post office in time before it got re-sent back to us, or if buyer supplied the incorrect address and/or details, we are happy to re-send your order (by Standard postage) at an extra fee of $6 per order/package. If you require express postage, it will be a $12 fee.

This fee is to cover all re-packaging and re-handling costs incurred to re-send your order to you. 

The default store currency is set to AUD (Australian Dollars). You may use the currency picker dropdown tool we have to select your preferred currency. However, please note that your total cart order will be converted back to AUD at checkout. 

Australia

Orders up to $150
Standard Postage (Tracking number provided; up to 7 working days) - $5
Express Postage (Tracking number provided; 1-3 working days) - $10

Orders over $150, under $200
Standard Postage - $0
Express Postage - $5

Orders over $200
Express postage - FREE

Rest of the World

All (tracked) delivery options are available at checkout - depending on where you live.

All shipping options are displayed at checkout. 

Updated: 7th October 2017

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

Personalised/Customised pieces (i.e products with no custom text or specific requests made/done)
Due to the nature of personalised & custom orders, we are unable to issue a refund or accept a return for change of mind or faulty goods due to wear & tear (beyond 30 days from Order date).

In situations where the goods received is significantly different from what is described in the original product listing, or becomes faulty within 30 days from Order date (Date of purchase), in most situations, we will ask for photos to show us where the fault has occurred and then offer to either repair it or send through a new product. 

If repair work cannot be done, or a new product cannot be sent out, then a refund (less shipping cost) will be issued. 

Non-personalised/Customised pieces (stock products with no personalised or custom requests made/done)
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 on the cost of the item. Shipping costs cannot be refunded. 

There are certain situations where refunds cannot be 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

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

Note: Services that have been purchased and fulfilled (for example, if you purchased the Rush Order listing and your order was shipped within the 24 hours as stated) cannot be refunded.
Shipping costs cannot be refunded across all circumstances once your order has shipped. 

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.

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.

You may only cancel an order you have put through if it hasn't yet been processed/made. A 10% cancellation fee will apply to all cancelled orders.