Frequently Asked Questions
How do I find out what my ring size is?
You can follow the link below to determine which ring size you will need to select
Please be advised not following the printout instructions correctly and result in the wrong ring size measurements, A Piece of my Heart will not be held accountable and a resizing fee will be required at the customer's cost. For an accurate measurement of your ring size please order a mailing kit with a ring sizer included or pop into a local jeweller to have your ring size determined.
http://www.ringsizes.co/sizingtool.pdf
What is your current turn-around time for DNA jewellery?
Approximately 8-20 weeks from the time your inclusions are processed in our studio - this time frame is subject to change based on circumstances. While it may take the full 20 weeks, most designs are completed and shipped before this date - however, we do please request that you plan on a 20-week time frame in planning your purchase. We are a small business run by full-time mamas, and we work collaboratively with other small businesses - we ask for understanding if your item exceeds our stated turn-around time.
Additional Turn-Around Time Considerations:
· Turnaround time is based on the time your inclusions are processed, not from the date of order.
· Many of our designs are collaborative, meaning that we await the setting from another artist creating hand-made settings. Delays caused by a collaborative artist are possible and can affect overall turn-around time.
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Will my breastmilk jewellery go bad or discolour over time?
· If cared for properly, then no! Your breastmilk is professionally preserved with our proprietary process of chemicals and high heat, effectively killing any bacteria or contaminants that would cause your stone to discolour. However, we have our care instructions for a reason! This especially applies to resin-based breastmilk jewellery. Resin is essentially a plastic and needs to be treated with care. It is susceptible to damage and some damage such as chemical stains or UV or high heat exposure can discolour the resin itself. It isn’t the breastmilk that would change colours, but even clear resin with nothing encased inside can yellow over time if it isn’t cared for properly.
Do you accept custom orders?
· Yes! We accept custom orders on a limited basis depending on time availability and our confidence that we can create your vision for you. Please email us at sales@apieceofmyheart.com.au with as much detail as possible to begin the process for a custom quote.
How does the ordering process work?
· Our process begins when you place your order on our website. Please review all Terms and Conditions prior to placing your order. All available design options can be seen in the listing for each piece.
· You will receive an order confirmation email with a link to our Guide to Mailing Inclusions. (Please check your junk/spam folder if you haven't received this email.)
You can then package your inclusions and ship them to our studio - this must be done within 6 weeks of placing your order.
· When your package arrives at our studio it is carefully inspected to ensure all your inclusions arrived safely and that all labelling is correct. We have a live tracking tab on our website where you can view the status of your order at any time and see when your inclusions were checked into the studio
· You will receive an email with a tracking number when your completed jewellery has shipped. Note you receive this email when your design has been packaged, not when it has been delivered to the post office. Please allow up to five (5) business days for the tracking information to update after you receive your shipment email. International customers can expect your packaged design to be delivered to the post office within ten (10) business days.
How do I mail my inclusions to you?
Click here for our Guide to Mailing Inclusions
How much of each inclusion (breastmilk, placenta, ash etc.) is required?
Please refer to our Guide to Mailing Inclusions for a comprehensive list of all inclusions requirements.
When is "artistic discretion" utilized?
Many customers use our social media photos and design guide to inspire their design choices - which is exactly why we post so many photos! That said, our artist Talia has many years of experience and does reserve the right to make necessary changes if she believes the requested design choices will result in jewellery that is not up to our high standards. We believe that our customers choose A Piece of my Heart based on design style and aesthetic, and for that reason, we ask that your trust extends to our artist's judgement during creation. We will do everything we can based on many years of experience to utilize your design preferences and personal elements to create the best possible outcome for a beautiful piece that you can treasure for a lifetime.
We respect your elements and what they represent to you - if you are particularly sensitive about the outcome of your piece and granting artistic license is difficult for you at this time, we fully understand and recommend holding onto your elements to be preserved and created at a later time.
Can my DNA design include multiple inclusions?
A small number of our designs can accommodate milk and hair - this will be noted in the individual listing. Multiple samples of the same element are fine - for example, you may send multiple locks of hair. Aside from those situations, multiple inclusions cannot be used in our designs.
I have already placed my order, but there is an error, or I have changed my mind about what I want. Can I change or update my order?
All design choices are considered final once check-out has been completed and no changes can be made. If you fail to make styling selections during check-out, your design will be subject to complete artistic discretion. Please be certain of the jewellery you wish to order before making your final selections. You may email us at any time before placing your order if you would like to discuss design options and possibilities at sales@apieceofmyheart.com.au
We are unable to make any changes to the information submitted during check-out. This includes email addresses and shipping addresses. This is a limitation of our website platform and outside of our control. In the event you need to change your shipping address, please be sure to set up mail forwarding with Australia Post or have your parcel redirected via the Australia Post App/Website
What is your cancellation, refund or exchange policies?
Please see our Terms and Conditions page for complete details.
How do you mail back my jewellery?
All jewellery is shipped via Australia Post with tracking. We offer a selection of shipping options that offer various levels of insurance coverage. We currently offer up to $2000.00 in insurance, however for orders greater than $2000.00, please contact us before placing your order and full insurance coverage can be arranged.
A Piece of my Heart cannot be held responsible for post office loss, damage or theft either on the way to us or for your jewellery being sent home. Lost or damaged items will not be replaced free of charge, however, we proudly offer a wide variety of insurance options via Australia Post.
How do I care for my jewellery?
Treat your jewellery with care and like fine jewels. We do not recommend showering, swimming, washing hands, or doing housework while wearing your jewellery. Avoid all soaps, cleaners, shampoos, lotions, perfumes, essential oils, and other topical products while wearing your jewellery. Avoid excessive heat and UV rays. The use of ultrasonic jewellery cleaners isn’t recommended for the upkeep of your piece and can result in damage to your stone and the removal of Plating on plated Jewellery
Why does my jewellery not look like the pieces on the website?
Every piece of jewellery is made individually by hand -so no two designs will ever look the same. Element colour, texture, the amount available and styling selections chosen are only some of the factors that determine how individual designs present when completed. The photos on our website and social media pages are basic examples of the design style, and we are unable to guarantee any specific outcome. Please allow for variances in how your pieces look.
By choosing a handmade design and not a machine produced piece, you may also see evidence of that in your jewellery. Common variations in handmade DNA resin jewellery include small air bubbles, moulding lines/seams, variations in element placement, and evidence of hand shaping and moulding parts of your jewellery. Very rarely is there uniform "perfection" in handmade resin work, and to invest in A Piece of my Heart is to invest in handmade workmanship and all the variations that can result.
What if I receive my package and I do not like my jewellery?
First, please refer to our Terms and Conditions.
Our devoted designer does absolutely everything she can to create quality, handmade pieces that you will love and cherish. Please understand that every single piece is individually crafted by hand by one person - this means that there will be slight variations and from time to time, there will be minor imperfections especially compared to having a factory produced piece.
Can discount or promo codes be applied to custom orders?
Discount codes such as “flash sales” cannot be applied toward custom orders or gift certificate purchases. Any custom order or gift certificates purchases that proceed with an applied promo or discount code will be cancelled following our cancellation policies listed above. Please note that Gift Certificate codes may be applied toward custom listings and gift certificate purchases.