FAQ

2Where 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 5-20 business days

How much is postage?

Australian orders

orders under $75

- $8 standard post

- $12 express post

orders over $75

- free standard post

- $4 express post 

International orders

- $22 for regular airmail

- free regular airmail if over $150

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

Gift at Teacup - 116 McDowall St, Roma QLD 4455

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