Shipping and Returns

Shipping Policy

At Embers & Maple, each piece is handcrafted to order with care and intention.

Processing Time: Please allow up to 2 for your order to be made before it ships.

Shipping Rates:

  • Local Delivery (within 10km radius of postcode 3156): Free for all orders
  • Domestic Shipping (Australia): Flat rate of $9.95.
  • International Shipping: Rates calculated at checkout. Customs duties and taxes may apply and are the responsibility of the customer.

All orders include tracking information once dispatched. Delivery times may vary depending on your location. Delays can occur during busy seasons or due to postal disruptions, but we’ll always keep you updated.

Natural Variations

We work with genuine gemstones and freshwater pearls, each with its own character. Slight differences in colour, shape, and size are normal and part of what makes each piece truly unique. Your jewellery may vary slightly from what’s pictured, these variations are part of the beauty of handmade jewellery.

Tarnishing

Tarnishing is a natural process that can occur over time, especially with metals like sterling silver, silver-plated, and gold-plated finishes. Exposure to air, moisture, skin oils, and chemicals (like perfumes or cleaning products) can accelerate this.

Tarnishing is not a manufacturing fault or defect. Regular gentle cleaning and proper storage can help maintain the finish. Visit our Care Guide for tips to keep your jewellery looking its best.

Jewellery Care

To keep your Embers & Maple pieces looking their best:

  • Store in a cool, dry place away from direct sunlight
  • Avoid contact with water, perfumes, lotions, and other beauty products
  • Gently clean with a soft, dry cloth - no harsh chemicals needed
  • Remove jewellery before swimming, showering, or exercising
  • With a little care, your pieces will continue to shine beautifully for years to come.

Returns & 30-Day Satisfaction Guarantee

We want you to feel completely confident when you shop with us. That’s why we offer a 30-day satisfaction guarantee on all pieces, including customised and personalised designs.

Returns:

  • Accepted within 30 days of delivery on all items
  • Items must be returned in original condition and packaging
  • To start a return, email us with your order number and reason. We’ll provide a Return Authorisation Number (RAN) and instructions
  • Shipping costs are non-refundable
  • We do not offer direct exchanges, please place a new order for a different item

30-Day Satisfaction Guarantee:
If you’re not in love with your piece, simply let us know within 30 days and we’ll make it right, exchange, refund, or repair. We want every piece to be loved.

Returns Process (Step-by-Step):

  1. Check Eligibility: All items (including custom) are eligible if in original condition
  2. Contact Us: Email hello@embersandmaple.com.au with order number, item, reason, and photos if relevant
  3. Return Authorisation: Receive a RAN and instructions before sending
  4. Pack Your Return: Use original packaging and include your order number and RAN inside
  5. Ship Your Return: Use a tracked and insured method; returns are your responsibility until received
  6. Inspection & Refund: Once inspected, refunds are processed within 7 business days

Warranty & Repairs

All Embers & Maple jewellery comes with a 3-month warranty against manufacturing defects:

  • Broken clasps or findings due to workmanship
  • Premature wear or breakage from normal use

Exclusions: Tarnishing, improper care, accidental damage, or exposure to chemicals/water.

After 3 months, we can still assist with repairs for a small fee. Email hello@embersandmaple.com.au with your order number and a description/photo of the issue.