Frequently Asked Questions
1. What is your current turn around time?
Our current turn around time is 7-14 business days (up to 14 business days applies to busy seasons such as Mother's Day, Father's Day, Christmas)
Due to the nature of what we do, every piece is hand stamped letter by letter, is covered in prayer and comes with a handwritten word of encouragement. Each order is allocated a time slot to pray for you or your loved one, to handstamp and handcraft your jewellery piece, to package your piece and to hand write a word of encouragement just for you! We will email your tracking number once your piece has been posted.
Unexpected delays with Australia Post do occur from time-to-time. If your expected delivery window has passed, please allow an additional day or two prior to contact.
*Please note that the current Covid situation is impacting delivery with Australia Post. NSW and VICTORIA in particularly, is experiencing more frequent parcel delays. Please allow additional arrival time for your delivery. Alternatively, we do strongly recommend ordering with express post. Whilst express post is also experiencing delays, these parcels are still placed under priority for faster delivery.
Prior to reaching out to our customer care team, please submit an enquiry via your Australia Post tracking number if you believe your parcel has been impacted. For more information on current Australia Post delays visit https://auspost.com.au/service-updates/current-covid-19-impacts
*We now have pieces that are 'Ready to Post' within 24 hours. Please visit the collection here
2. How do I care for my jewellery?
Each piece comes with a jewellery care card and you can also find information under our 'More information about our Jewellery' page. If you have any other questions, we would love to help so please email us at firstname.lastname@example.org or click on the chat icon on the bottom right hand side of our website.
3. Do you accept returns or exchanges on purchases?
As all of our pieces are made to order and personalised we do not accept returns or exchanges unless your order have arrived damaged. Please be mindful when wearing our pieces as some designs are quite dainty. We encourage our customers to be mindful when wearing our dainty pieces not allowing them to be tugged on and pulled. In the instance your piece is damaged or requires fixing, please email us at email@example.com with details and photos of the damage within 8 hours of receiving your order. We will then request for your piece to be posted back to us and we will make you a new replacement.
4. How long before my order arrives?
Generally Standard Post takes between 3-5 business days and Express Post takes 1-2 business days (unless you are located in a rural area). We will email your tracking number to you once your orders been posted and it can be tracked via the Australia Post website. Please check your junk and promotions folder as the confirmation email may be there. Once we have posted your order, in the occasion where it has not arrived we encourage you to contact Australia Post for further assistance.
We are currently no longer offering a pick up option.
*Please note: Due to covid restrictions in Victoria, please be mindful that there may be delays with Australia Post.
5. Do you have a store that I can visit to see your pieces?
At the moment we have an online store only. We will throughout the year, have pop-up stalls at women's conferences and events. Please follow us on social media or subscribe to our newsletter to keep up to date on any upcoming events we will be attending.
If you would like a Kairos Creative Studio pop-up stall at your next women's event or conference please email us at firstname.lastname@example.org
6. Do you have Afterpay & LayBuy available?
Yes! We are so excited that we offer Afterpay and LayBuy as a payment option. Afterpay and LayBuy are available, with a minimum spend of $50.
7. How do I order a prophetic piece?
Head over to our ‘Shop Now’ page and choose your piece. Select the colour (silver, gold or rose gold), chain length and style and then add to cart. There will be a ‘Special Instructions’ box where you can let us know if you would like your piece to be personalised or request a prophetic piece. If you would like your piece to be personalised, let us know what you would like to hand stamped on your piece. If you would like to request a prophetic piece, let us know.
If your order is a gift, let us know who it is for and whether you would like the piece personalised or prophetic. If there are any extra details you would like to include, pop it into the box for us.
8. Can you hand stamp on the back of the pendant?
Unfortunately we are unable to hand stamp the back. Due to the front of the piece being hand stamped, we have found that hand stamping on the back of the piece leaves marks on the front.