Frequently Asked Questions
How do I order?
It’s easy - have a look at the range on our website and simply order online. To make the ordering process easier, register for an account so you don’t have to enter your details each time.
Do you accept custom orders?
Yes of course! There are a range of stones and design listed for priority customisation. We’re proud of our wide range of jewellery but also love to bring your dream piece to live. We encourage you to contact us at email@example.com if you’re after a specific piece or design.
I would love to stock your products in my shop. Do you do wholesale?
We’d love to talk! Please email us at firstname.lastname@example.org to find out more.
What are your materials made of?
Materials are included on each individual listing so please read carefully before placing your order.
Why does my item look different from the image on the website?
All our crystals are unique and hand-picked just for you, so they may vary from the image you see on our site. Each crystal boasts its own healing and magical properties, which makes them so very amazing.
How should I care for my jewellery?
It’s best to remove your jewellery before showering, swimming, sleeping, washing your hands or applying lotion or perfume. Be careful to avoid tugging your pieces when putting them on or off. When not in use, store your jewellery in a cool, dry place, ideally in a box or pouch (like the one we supply with delivery).
You can find out more jewellery care information here.
Why should I cleanse my crystals?
Cleansing your crystals is important as crystals travel long distances to reach you, exposing the stone to many energies along the way. Of course, we only want good energy, right? When used in healing, stones are said to be able to absorb or dispel the negativity you're working to release. Cleansing and recharging your crystals is the only way to restore your stones to their natural state so they can fully serve their purpose.
How do I cleanse my crystals?
There are a few ways you can cleanse your crystals at home, including using running water, sunlight or moonlight, smoking, smudging, sound and using other crystals. Check out our Caring for Crystals page for more detailed information on each method.
How long will it take to process my order?
Please note that all orders are shipped from Adelaide, South Australia.
Ready- to- ship items: Allow up to 5 business days for orders to be processed before being shipped (although longer processing times may occur during peak season or sales).
Pre-order items: Delivery time frames can vary. Please refer to the individual product page for more information.
Made-to-order & Custom-made items: Please refer to individual product page for more information. Custom made products are created working alongside you to bring your dream piece alive. Time can vary and will be communicated.
How will my items be shipped and how long will they take to arrive?
All orders are shipped via Australia Post.
Domestic orders take about 4-6 business days and Express is 2-3 business days. International shipping times will vary, depending on your location. Once your order has been shipped, you’ll receive a confirmation email together with tracking details.
How much does shipping cost?
Australia-wide shipping fees, up to 5kg, are as follows:
- Standard - $10
- Express - $15
International shipping fees will vary based on your location; and estimate will be automatically calculated at check out. Overseas customers should contact us to get a specific quote.
Heavier items may be shipped via courier and shipping fees above 5kg will be calculated at check out.
Do you deliver to PO Boxes or Australia Post Parcel Lockers?
Yes, we do via Australia Post Postal Services.
How will my order be packaged?
To reduce our environmental footprint and work towards making By Eileen as sustainable as possible, we package multiple pieces purchased together into ONE box; or cotton pouch. Additional boxes can be purchased here.
My order hasn’t arrived - what should I do?
If your package doesn’t arrive within 14 days of dispatch, get in touch so we can look into this for you - email email@example.com. As a first step, check the address on your order to ensure the details are correct. In the case of missing parcels, you may also have to contact Australia Post directly and lodge a case report.
What happens if my parcel is lost or damaged?
We’ll do what we can to help but we’re not liable for loss of parcels or damage during transit, as we have no control over the shipping process. Keep in mind that once items have left us, we’re unable to find out any extra information as we are not the addressee.
What happens if my parcel is returned before delivery?
Sometimes parcels can’t be delivered and end up back with us. This can happen if you’ve provided an incorrect or incomplete address, or if your parcel isn’t collected from your local post office within the stipulated timeframe. In these cases, no refunds will be provided for shipping costs and you’ll need to pay for re-delivery.
What do I do if I’m not happy with my item?
If for any reason you’re not satisfied with your purchase, please contact us via email at firstname.lastname@example.org within 48 hours of receiving your item(s). Due to the nature of our products, we cannot accept returns on any products unless they are deemed faulty. This includes change of mind and customised items.
We can only accept items for return that are sent via tracking and well packaged to minimise damage in transit. By Eileen is not liable for packages lost or damaged during return shipping.
I’ve accidentally purchased the wrong item - can I return it?
Unfortunately, we are not liable for unread or misread information. Please ensure you read each product listing and choose carefully when making a purchase. Each listing has detailed information and measurements to help you choose.
By purchasing any of our items, you confirm that you accept the suitability of the product. It’s your responsibility to ensure you’ve read the product description before buying an item.
Is my jewellery covered for wear and tear?
By Eileen is not liable for general wear and tear on our jewellery products. Refer to our handy guide on Caring for your jewellery to ensure your jewellery looks amazing for years to come. See more on what are covered in our warranty.
I’ve accidentally damaged my piece - can it be repaired?
If your piece is damaged due to an accident or negligence, we’ll see if we can repair it. In these cases, you’re responsible for the cost of postage and repair.
What if my item is faulty?
At By Eileen, we do our best to ensure that all products are inspected before delivery.
If you do receive a faulty item due to a manufacturing issue, send us a clear picture of the product within 48 hours. If it’s clear the item has a manufacturer’s fault, and it can be repaired, we’ll get you to send it back to us for the necessary repairs. Should the item be deemed unrepairable, we will organise a refund or replacement.
All our crystals are unique and hand-picked just for you, so they may vary from the images you see on our site. Each crystal boasts its own healing and magical properties which means we are unable to exchange due to change of mind.
All our pieces are delicate and therefore are important to be handled, stored and cleaned carefully. Please refer to “Jewellery Care Information’ on how to care for your crystals and jewellery.
Do I have to pay for return postage?
Yes- you will be responsible for the cost of postage/ re- postage due to a return unless you are returning a faulty product. We also do not refund deliver charges.
How do I send back my faulty item?
The returned item must be lodged over the counter at your nearest Australia Post outlet with trackable shipping service. We don’t guarantee that we will receive your returned item.
Upon receipt of the item, we’ll process your return, less any shipping costs. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.
How long do I have to return an item?
You have 14 days to return a faulty item. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund, credit, repair or exchange. Products also need to be returned in their original, unused condition and packaging.
Can I return an item I bought on sale?
No. Unfortunately, only regular priced items may be returned or exchanged. This includes change of size. Please note that warranties are also not applicable to sale pieces due to heavily reduced prices.
How can I organise an exchange?
We only replace items if they are defective or damaged due to manufacturer fault and if the product is deemed to be unrepairable. If you need to exchange it for the same item, send us an email at email@example.com so we can get the ball rolling for you.