FAQ

  • Do I have to send a physical polaroid/picture?
  • What are the best photos to choose?
  • How do I crop my photos to the required ratio?
  • Can I change my photo?
  • Can I change my text or flowers?
  • Can I send you flowers for you to use in the frames instead?
  • When will I receive my frame?
  • How do I care for my frame?
  • Where is my confirmation email?
  • Can I update my order?
  • When will my order arrive?
  • Can I track my order?
  • What countries do you ship to?
  • How long is shipping time?
  • There's a charge in my bank account but my order didn't go through, what do I do?
  • Can I return or exchange an item?
  • My order has arrived but it’s not as I expected. What can I do?
  • What should I do if I receive a wrong product?
  • How do I cancel my order?
  • What is your jewellery made from?
  • I have sensitive skin, can I wear your jewellery?
  • Can I swim/shower with my jewellery on?
  • Can I exercise with my jewellery on?
  • How do I take care of my jewellery?
  • My product is damaged/broken, can you help?
  • How will my jewels arrive?
  • How do I contact you?

Personalised Frames

Do I have to send a physical polaroid/picture?

We print your photo for you! All you have to do is upload any digital photo onto the corresponding product page - photos from your phone or camera will work perfectly! If you have a physical photo, you may scan it however, we suggest you upload original digital photos to ensure the best printing quality

What are the best photos to choose?

Polaroid Frames

We want to print the highest quality photos for you! Please avoid photos that are taken at night unless a flash camera is used, avoid having faces close to the edge and avoid photos that have a light filter. Generally, the best photos for our Polaroid Frames are ones taken in natural sunlight or outdoors. When printed, shadows will become harsher and highlights will become brighter. 

Photo Frames

Please avoid having faces close to the edge so there is ample room for our craft!

Line Art Frames

Generally the best photos to choose are upper body or full body shots. If we deem your photo is not suitable, we will reach out via email and try to find the best solution for you!

How do I crop my photos to the required ratio?

In your phone's gallery, simply click 'Edit' followed by the 'Crop' tool. A variety of ratios will pop up. For polaroid frames please use 5:7 and for photo frames please use 3:4 or 4:5. If you're having trouble cropping your photo, we can do it for you! 

Can I change my photo?

You may change your photo within 24 hours of placing your order by emailing us at hello@empyreanthecollective.com. After this period, if your photo has already been printed a $2 fee will apply to print a new one. If you cancel your order and your photo has already been printed, the $2 fee will be deducted from your refund.

Can I change my text or flowers?

Yes, it is possible! Please email us within 24 hours of the order being placed so that we can make note of your changes. 

Your order cannot be updated if it has already been fulfilled.

Can I send you flowers for you to use in the frames instead?

It is possible however please contact us prior to placing an order. You will have to press the flowers yourself to avoid them withering during shipment. Don't stress, we'll guide you throughout the process! If you are from Sydney, Australia, a pickup can be arranged however, flower pressing fees will apply and an additional 2-3 weeks is needed for your frame to be made.

When will I receive my frame?

Depending on your order number and frame design, frames are made within 7-10 days. If you are ordering for a special event such as an anniversary or bithday, please account this handling time when placing an order and also consider shipping times.

More information on delivery times can be found here

How do I care for my frame?

To keep your flowers and frame in optimal condition, keep it out of direct sunlight and out of humid areas. Wipe your frame with a microfibre cloth and any window cleaner to keep it shining!

Ordering & Shipping

Where is my confirmation email?

This is automatically sent to your email address when you place an order. Please check your spam and promotions folder - occasionally we end up there. If you do not receive your order confirmation email within 12 hours of placing your order you may have entered your email address incorrectly. Please email us at hello@empyreanthecollective.com and we'll resend it straight away!

Can I update my order?

Kindly note that as our team works hard to get your order ready to ship as soon as possible, we may not be able to cancel your order upon request.

If your order has not yet been fulfilled please contact us at hello@empyreanthecollective.com with your order number and details on the change.

Your order cannot be updated if it has already been fulfilled.

When will my order arrive?

We're excited for you to receive your products too! For Personalised Frames, due to their customised nature, please allow up to 7-10 days for your order to be made and dispatched. Exceptions may apply during promotional and busy holiday periods. Kindly note, our handling times do not include shipping and delivery periods.

Jewellery orders will be dispatched within 1-3 business days of the order being placed. 

Please refer to our Shipping & Delivery page for shipping times relevant to your country

Can I track my order?

Yes! We’ll provide updates at every stage of your order, from the moment you place it, through to dispatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

If you're unable to locate your shipping notification emails please check your spam folder or contact us

What countries do you ship to?

We ship worldwide from Sydney, Australia! Please visit our Shipping page for more info. 

How long is shipping time?

Australia

  • Standard Shipping: 3-5 business days
  • Express Shipping: 1-3 business days

 

International

The below timeframes are estimates only and will vary country to country. Please visit Australia Post's website for Standard and Express delivery times specific to your country here

Standard Shipping:

  • New Zealand: 7-12 business days
  • Asia: 12-15 business days
  • United States & Canada: 12-20 business days
  • United Kingdom: 12-20 business days
  • Europe: 12-20 business days
  • Rest of the world: 12-20 business days

Express Shipping:

  • New Zealand: 5-8 business days
  • Asia: 5-10 business days
  • United States: 7-12 business days
  • Canada: 7-12 business days
  • United Kingdom: 7-12 business days
  • Europe: 7-12 business days
  • DHL International Express: 5-8 business days

Please note shipping times may be affected by COVID-19. We apologise in advance if your delivery has been delayed.

There's a charge in my bank account but my order didn't go through, what do I do?

We're so sorry for the confusion! What you see in your bank account is an authorization (pending charge) and not a real charge and will be reversed in a few days.

In this situation, your card was not billed and we did not receive your order. Instead, an authorization has been placed on the card (which if you use a debit card may appear as a “charge” since it temporarily lowers your available spending limit). This can happen as we've enabled AVS (Address Verification System) or CVV rules to help protect against fraudulent transactions.

The processing bank sent the request to charge your card, and initially an authorization was approved, but, secondarily, the AVS or CVV rule failed, so the payment gateway declined the transaction. We apologise for the inconvenience, this system is in place to protect you and us! 💙

Returns

Can I return or exchange an item?

Personalised Frames & Polaroid Prints

Unfortunately, we are unable to accept returns or provide exchanges on our Personalised Polaroid, Line Art and Photo Frames due to their customised nature.

Jewellery & Glass Cups

Due to hygiene reasons, we do not accept returns or exchanges on all earrings and glass cups

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and contact us via hello@empyreanthecollective.com with the following details and we’ll respond within 48 hours. 

Email details:
Your order number: #
The name of the defective item:
Photographs of the defect:

What should I do if I receive a wrong product?

If you received a product different from the one that you ordered, sorry about that! Please contact us within 14 days and we will be sure to get you the products you ordered!

How do I cancel my order?

Please contact us witin 24 hours of your order being placed via hello@empyreanthecollective.com. If you ordered a Personalised Frame and it has already been made, unfortunately we cannot accept refunds or cancellations due to their customisable nature. 

Jewellery

What is your jewellery made from?

Our jewellery has a base of 925 sterling silver, a precious metal, and are electroplated with a fine layer of 18k gold for a shining finish. Some of our earrings are also adorned with Cubic Zirconia crystals so you can enjoy the diamond appeal minus the price tag! 

I have sensitive skin, can I wear your jewellery?

Absolutely! Our earrings are made from solid 925 sterling silver – a precious metal that possess hypoallergenic qualities and is ideal for those with sensitive skin. Our pieces are made without the toxic three – nickel, lead and cadmium which are culprits of skin irritation.

Can I swim/shower with my jewellery on?

No, we suggest always taking off your jewels before swimming/showering. This will ensure that your plating lasts for as long as possible and your jewels will stay clean and sparkly. Crystals in particular, will dull if exposed to chlorine or salt water.

Can I exercise with my jewellery on?

No, we suggest always taking your jewellery off before exercising as your sweat can damage the plating of your piece. Additionally, while strong, our jewellery is still fine and delicate and will break if pulled during vigorous activities.

How do I take care of my jewellery?

It’s important to remember that all metal is susceptible to natural wear and will eventually oxidise, fade or require expert maintenance in its lifetime. Maintaining your gold plated pieces is a simple task that can increase the longevity of your jewellery. Please refer to our product care instructions here.  

My product is damaged/broken, can you help?

Each order that is sent out is subject to strict quality inspections during the packing process. In the unlikely event that you have received a faulty or defective product, please contact us with proof of purchase details and attach supporting images. If items are deemed to be faulty it will be replaced at our discretion. However, you will be responsible for paying for your own shipping costs when returning the item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Any accidental breakage or damage through wear and tear by the customer is not covered under this policy. Note: Natural oxidisation of the jewellery, stripping of colour due to skin PH levels and water damage are not considered faults and will not be refunded.

Please note that our jewellery is delicate in nature and although quality materials are used, they are still susceptible to damage. To avoid accidental damage or breakage, please follow our care instructions.

How will my jewels arrive?

If you purchase multiple pieces, they will be packed together in our signature recyclable Empyrean boxes. To further prevent unnecessary wastage, complementary pouches on earring and necklace orders are provided according to the individual order. If you would like more than one pouch for gifting reasons, please leave a note at checkout or contact us prior to dispatch. 

Contact Us

How do I contact you?

You can contact us via the Contact Us page. Alternatively, you can directly send an email to hello@empyreanthecollective.com

We're always more than happy to help and will answer your enquiry within 24 hours.