FAQs

SHIPPING

Where do you ship from?
We ship from our warehouse.

Do you ship internationally?
Yes, we ship worldwide.

How much does shipping cost?
Shipping costs are calculated at checkout based on your location and order value. We often have promotional periods with discounted or free shipping, so keep an eye on our website and social media for announcements.

How long will it take to receive my order?

  • Standard Shipping: Please allow 3-7 business days for orders to be processed.
  • Express Shipping: Please allow 1-3 business days for orders to be processed.
    Please note these are processing times only and do not include the actual shipping transit time. You will receive a shipping confirmation email with a tracking number once your order is on its way.

My tracking hasn’t updated, where is my order?
Occasionally, there can be a delay in tracking updates from the courier. Please allow 2-3 business days for the tracking information to activate. If it still hasn’t updated after this time, please contact us via the form on our website and we will investigate for you.

Can I change my delivery address?
We can only ship to the address provided at the time of order. If you realise you have entered an incorrect address, please contact us immediately via the form on our website and we will try to amend it. However, once an order has been processed and shipped, we are unable to redirect it.

What if I miss my delivery?
The courier will usually leave a card with instructions on how to collect your parcel or rearrange delivery. Please follow the instructions on the card.

RETURNS & EXCHANGES

What is your returns policy?
We offer a 30-day money-back guarantee from the date you receive your items. If you are not completely satisfied with your purchase, you can return it to us for a full refund. The item must be unworn, in its original condition, and with all tags and original packaging intact. For hygiene reasons, we cannot accept returns on earrings.

How do I make a return?
To initiate a return, please log into your account on our website and follow the steps for your specific order. If you checked out as a guest, you can use our returns portal on our website. Once your return is received and inspected, we will process your refund to the original payment method.

How long does a refund take?
Once we have received and processed your return, please allow 3-5 business days for the refund to appear in your account, depending on your bank or card provider.

Do you offer exchanges?
We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item.

The item I want is out of stock, what can I do?
We recommend signing up for the restock notification on the product page. We cannot guarantee if or when a specific design will be restocked.

MY ORDER

I have a discount code, how do I use it?
You can enter your discount code in the ‘Discount Code’ field at the checkout.

I haven’t received a confirmation email.
First, please check your junk or spam folder. If you still cannot find it, please log into your account on our website to see if the order was placed successfully. If you are unsure, please contact us via the form on our website and we can check for you.

Can I cancel or amend my order?
We process orders very quickly to get them to you ASAP. Please contact us immediately via the form on our website and we will try our best to help, but we cannot guarantee changes or cancellation once an order is placed.

PRODUCT & CARE

What materials do you use?
We design our products to last. Our components are made from high-quality, nickel-free alloy and are plated in either sterling silver, gold, or rose gold. We also use hand-set resin and Austrian crystals to add a beautiful, vibrant touch to our designs.

How should I care for my jewellery?
To ensure your jewellery stays beautiful:

  • Always apply perfume, hairspray, and lotions before putting on your jewellery.
  • Remove your jewellery before swimming, bathing, cleaning, or exercising.
  • Gently clean with a soft, dry cloth. Do not use chemical cleaners.
  • Store your jewellery in a dry place, ideally in the original packaging or a soft pouch.

Are the earrings hypoallergenic?
Our earring posts are made from high-quality, nickel-free alloy. However, we cannot guarantee they are hypoallergenic. If you have very sensitive skin or metal allergies, we recommend consulting with a dermatologist before wearing our or any other brand of jewellery.

Do you do collaborations?
Yes, we love collaborating with talented artists and like-minded brands! If you have a proposal, we’d love to hear from you via the form on our website.

Do you have a wholesale program?
Yes, we do! If you are interested in stocking Erstwilder, please get in touch with us via the form on our website for more information.

I have a question that isn’t answered here.
No problem! For any further questions, please reach out to our friendly team via the contact form on our website.