FAQ

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 (photos from your phone will work perfectly) onto the corresponding product page. If you'd like to use a physical photo instead, you may scan it.

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 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 as they may die during shipment. If you are from Sydney, Australia, a pickup can be arranged (flower pressing fees will apply and it will take an additional 2-3 weeks for your frame to be made).

When will I receive my frame?
Depending on your order number and frame design, frames are made within 1-1.5 weeks or less. Please account for this when placing an order if you need it for a special event.

More information on delivery times can be found here

Can I change my photo?
If your photo has already been printed, a $2 fee will apply to print a new one. If you decide to cancel your order and your photo has already been printed, the $2 fee is also applicable.

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!

 

Refund Policy

What is your returns policy?
Unfortunately, we are unable to accept returns or provide exchanges on our earrings and hair accessories due to hygiene reasons. We are also unable to provide refunds on our personalised polaroid, line art and photo frames due to their customised nature. If your photo has already been printed, a $2 fee will apply. If the products are deemed faulty or damaged upon arrival, please advise us within 7 days of delivery by sending us an email.

Please refer to our full refund policy here.
 
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!
 

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. 

    Shipping

    Do we ship worldwide?
    Yes, we ship internationally from Sydney, Australia! Please visit our Shipping page for more info. 

    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.