FAQ

We’ve compiled answers to some of the most common questions our customers ask. If you can’t find the information you’re looking for, feel free to contact us directly.

1. What materials do you use in your jewelry?

At Oz Hearts, we use high-quality materials such as sterling silver, gold plating, and hypoallergenic metals to ensure our jewelry is safe and durable. Each product page lists the specific materials used for that piece.

2. How do I care for my Oz Hearts jewelry?

Proper care helps your jewelry last longer. For detailed tips on how to keep your jewelry looking its best, visit our Jewelry Care page. In short, avoid exposing your jewelry to harsh chemicals and store it in a dry, cool place when not in use.

3. What are your shipping options?

We offer two shipping options within Australia:

• Free Standard Shipping: 3 to 6 business days
• Express Shipping: 1 to 3 business days at a flat rate

For more details, please visit our Shipping Policy page.

4. Can I track my order?

Yes, once your order has been dispatched, you will receive an email with a tracking number so you can follow your package’s journey to your door.

5. What is your return policy?

We accept returns within 30 days of delivery for items that are unused and in their original condition. Please note that customers are responsible for return shipping costs. For more information, check out our Return & Refund Policy page.

6. How do I initiate a return?

To start the return process, please contact us with your order number and reason for the return. We will provide instructions on how to proceed.

7. Can I exchange an item?

We offer exchanges only for defective or damaged items. If you received a faulty product, please contact us within 7 days of receiving your order, and we’ll arrange for a replacement.

8. How long does it take to process a refund?

Once we receive and inspect your returned item, we will notify you of the refund approval. Refunds typically take 7-10 business days to be credited back to your original payment method.

9. Do you offer custom or personalized jewelry?

Yes, we do! Many of our pieces can be personalized with engravings or custom designs. Please note that personalized items are non-refundable, so double-check your details before placing an order.

10. Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible. We’ll do our best to accommodate your request, but once the order has been processed or shipped, changes may not be possible.

11. Do you ship internationally?

Yes, we do! Oz Hearts is proud to offer international shipping, so you can send meaningful jewelry gifts to loved ones around the world. Shipping times and costs vary depending on the destination.

12. How can I contact you?

You can reach us via through our Contact Us page. We’re here to help!