Frequently Asked Questions

What materials do you use?

We use ethically sourced freshwater pearls and semi-precious gemstones in all of our designs. Our gold pieces feature 18k gold-filled materials, along with some items that are 18k gold-plated with a tarnish resistant coating. Rose gold items are 14k gold-plated and finished with a tarnish-resistant top coat. For silver designs, we use a mix of sterling silver and high-quality, tarnish-resistant silver plated hardware.

What is your 30-Day Satisfaction Guarantee?

We want you to love your jewellery. That’s why we offer a 30-day return policy on all pieces, even customised and personalised designs. Shop with confidence knowing we’ll make it right if your piece isn’t perfect. 

Do you offer refunds and exchanges?

Yes, returns are accepted within 30 days of delivery on all items, provided they are in their original condition and packaging. To start a return, simply email us with your order number and reason, and we’ll provide you with a Return Authorisation Number (RAN) along with instructions. Please note that shipping costs are non-refundable, and we do not offer direct exchanges—you’ll need to place a new order if you’d like a different item.

How quickly will I receive my order?

All of our jewellery is handmade to order with care and attention to detail. While we aim to get your pieces to you as quickly as possible, please allow up to two weeks for your order to be crafted and shipped.

We appreciate your patience and support for slow, intentional craftsmanship. It’s worth the wait!

Can I customise my piece?

Absolutely! You can add up to 4 initial charms to any of our pieces, available in either silver or gold. If you're looking for something unique or a special order that isn't listed on the website, feel free to reach out to us! You can email us at hello@embersandmaple.com.au or DM us on Instagram, and we'll be happy to discuss your custom request.