FAQ
Where are your products made?
All items are designed and made in house in Australia. Materials are sourced from Australian businesses as much as possible.
Is the gold plated or filled?
No, all our fine jewellery is solid 9ct gold
How do I clean my polymer clay earrings?
Polymer clay components - are just clay (no paint or sealant) and can be cleaned with a wet wipe/cloth
Brass components - have a protective jewellery coating to prevent fingerprints & tarnish and can be cleaned with a wet wipe/cloth
What payments do you accept?
We accept payments by paypal, credit card, afterpay & direct bank deposit (must be received within 3 business days).
When will I receive my order?
This varies depending on the product as some are ready made while others may take up to 3 weeks to make, please see the item listing for production time.
Ready made - sent once payment has cleared
Made to order - please allow up to 3 weeks production time
If you have a certain date you require your order by please contact sales@keygems.com before ordering to confirm. If your order also contains ready made items these will be held until all items are ready to be sent.
Depending on location, you will receive a tracking number once your order has been sent
Regular domestic parcels 2-7 business days
Express domestic parcels 2-5 business days
International parcels 5-15 business days
How much is postage?
Australian orders
- free express post if over $100
- $8 for regular post if under $100
International orders
- $25 for regular airmail
- free regular airmail if over $250
Can I add to my order?
Yes, as long as your order has not already been sent just use code ''addtoorder'' so you don't pay for shipping again.
What is your Returns Policy?
Please contact sales@keygems.com to discuss your concerns. Generally we don't offer returns for change of mind. A refund, exchange or repair will be offered if the item is faulty or not as ordered. Items are carefully packaged to arrive safely, the returns policy does not cover items damaged after being shipped, nor does it cover orders lost in transit.
Can I buy in store?
Yes, current stockists are listed below
Va Voom & Co - Red Hill Homemakers Centre Rockhampton QLD
Poppy & Cotton - 2/17 Porter Street, Port Lincoln SA
Design A Space - 142 Chapel St, Windsor, Melbourne VIC