FAQs
Making & Shipping Times
How long will my order take?
We begin working on your piece straight away so please check all details of your order.
Typically we take 3-7x WD to create and prepare your orders for Sterling Silver. If we finish earlier, we do ship out your order upon completion. Custom Yellow or White Gold will take 15-20 WDs.
What if I want to cancel my order?
If you wish to cancel or change your order please contact us immediately at veronastudios1@gmail.com and we can check what stage in production your order is in.
If your piece has already been started it may not be possible to cancel or change it. However if you still want to go ahead and make changes, you may be to subject to a rework fee, or if you wish you cancel your order completely you may be subject to a restocking fee.
Shipping policy
Please be aware, due to COVID 19 Australia Post and Canada Post are experiencing delays. This has impacted all online businesses and we ask for your understanding.
The normal shipping times are detailed below but some orders may take significantly longer than this to arrive.
Standard shipping within Australia or Canada takes approximately 3-13 business days and express shipping is 3-5 business to most postcodes.
International shipping varies on country however 3-5 weeks is the average time. We won't get a tracking number until the parcel reaches your country, which can take up to 1-2 weeks. This is for any country outside of Australia or Canada.
N.B: The time frames listed above are in addition to our turnaround times for making.
Do you do rush orders?
We can usually accommodate rush orders, please email us at veronastudios1@gmail.com before you order. There may be a small charge depending on workload and timeframe needed.
Please note we aren't able to accommodate rush orders during sale times but will always go above and beyond where we can make you happy.
Why hasn't my tracking updated since it was shipped?
This is standard with AusPost, Canada Post and Sendle. The tracking usually doesn't update until the day it's out for delivery. If it's been over 10 business days past the expected delivery date, please contact us at veronastudios1@gmail.com and
we can lodge an enquiry to find your order.
Can I upgrade to Express shipping?
Yes if you tick the Express shipping delivery method in your check out cart we will ensure this is Express shipped.
If you have not selected Express shipping at this stage of your purchase and have already submitted your order please reach out to veronastudios1@gmail.com and we will see where your order is in production and let you know if it is possible to upgrade your shipping. This will incur an additional fee.
Buying jewellery for children
Verona Studios does not recommend necklaces for children as they contain small parts that may come loose and cause a choking hazard. If you do wish to choose to purchase for your child please ensure they wear there necklace only under supervision.
I am sending this as a gift, do you put the invoices in the package?
We love saving trees and operate our receipts paperless. We never send invoices/receipts with our packages. You should have received an email with the order confirmation/invoice details. If you didn't get this please let us know and we can resend it.
Is everything handmade?
Yes! We have two studios based in Australia and Canada to ensure we have both sides of the world covered. Everything is handmade and we pride ourselves on quality jewellery we ship direct to you.
Returns Policy
What is your return policy?
If your product is damaged on arrival to you, or wasn’t as you ordered, please contact us (and ensure to include a clear non-blurry photo) at veronastudios1@gmail.comand we will happily review, reach out for a discussion and either arrange a replacement or repair.
If a product is damaged please contact us to discuss a replacement - please note we do not offer refunds and can only replace with the same item ordered.
Unfortunately, with the nature of personalised jewellery we cannot accept returns for our made to order pieces, including the custom zodiac bracelets.
Earrings are non-returnable due to hygiene reasons. Unless earrings are deemed faulty, Verona Studios have the right to return the earrings to the sender as we cannot resell them.
If you’d like to return something which wasn’t made to order we’re happy to return for a store credit. To do this, please make contact with us within 7 days of receipt to lodge your return. Any returned items must be received by us within 14 days of delivery and in the same condition they left our studio - including packaging.
Return mailing costs are at the buyer's expense.
We do not offer refunds for faulty, damaged or incorrect items, rather we will repair or replace the item. This is our company policy which complies with the ACCC.
Do your products come with a warranty?
They sure do! All of our pieces come with a 45 day warranty. Should your chain or clasp break (as the result of a manufacturing fault) within this time please contact us so we can assess it.
Please note, a manufacturing fault does not cover tarnish, marks on the back of pendants/bar, improper storage or use of your piece or damage/breaks due to wear and tear.
Our products go through thorough quality checks before being packaged so whilst it is rare, mistakes do sometimes happen. Please contact us if your piece has not been made to your request.
Order Information
I ordered the wrong length necklace, can I change it?
Yes we can change the length of your necklace, however we do charge a fee to cover the cost for the new chain. Postage back to you is charged as per the shipping method that you select. Please email us at veronastudios1@gmail.com if you would like to change the length of your chain.
I ordered the wrong length bracelet, can I change it?
Due to the customisation of the bracelets we have placed a bracelet sizing chart to help you measure your wrist. Due to the unique customisation and time spent creating these bracelets we do not allow returns or exchanges.
Please email us at veronastudios1@gmail.com if you did not receive the custom order you selected and we can investigate and have a chat. Photos will need to be provided to help us review the situation.
Can I order just a pendant on its own?
Yes you will find these in the Pendant section of the website.
Buying jewellery for children
Verona Studios does not recommend necklaces for children as they contain small parts that may come loose and cause a choking hazard. If you do wish to choose to purchase for your child please ensure they wear there necklace only under supervision.
Quality & Care
What is your jewellery made from?
Our jewellery pieces are made of high quality precious metals and are either 9k yellow gold, 9k white gold. solid 925 Sterling Silver or 14k Golld-fill.
Does your jewellery have authentication stamps?
Yes! 9k yellow and white Gold, 925 Sterling Silver, and 14k Gold-fill pieces have an authentication stamp on the chain.
How to care for my jewellery
Jewellery is delicate and will wear over time. To extend the life of your jewellery avoid contact with creams, perfumes, chemicals such as chlorine in pools, liquids and salt water.
Avoid contact with excess water and steam and do not wear in the shower, while bathing or swimming. Avoid extreme sunlight and temperatures.
Remove jewellery for all sporting activity and physical exercise and before starting any household gardening and cleaning, especially where chemical sprays or gels are used.
Please use the complimentary anti-tarnish polish cloth to keep your jewellery clean and shining bright by wiping the metal gently.
How to store your jewellery
Keeping your jewellery in an airtight box or container in a safe dry place is the best way to store your jewellery, especially if you are not wearing your piece every day.
In hotter climates where humidity, heat and moisture are prevalent we recommend an anti-tarnish jewellery box or container or zip loc bag. We do not recommend storing your jewellery in our gift boxes as humidity can accumulate naturally within the boxes.
Regular polishing
Regular polishing with your complimentary polishing cloth will help keep the shine on your jewellery.
My pearl looks slightly different to the photo on the website
Each pearl is unique and can vary in shape and are handpicked to be as close to the photo description as possible. Freshwater pearls are organically formed around a piece of natural tissue. We do send out like for like as close as humanly possible to our descriptions. Please connect with us if you have any additional questions on pearls. We are happy to help.