Frequently Asked Questions
Order Processing & Shipping Times
How long does it take to finish my order?
Handmade pieces take time to make. I make sure that your pieces are carefully and lovingly made for you in 3-5 days. Special occasions such as Mother’s Day and Christmas are busier than usual so “the hand-making times” will be longer. But, I promise to keep you updated on the processing times and will announce it on our website and all our social media platforms.
Do you do rush orders?
I do, but, please leave me a note on the “Special Instructions” box located at the bottom of the personalisation options when you order. Also, please email me at email@example.com OR send me a Facebook or Instagram message and I will let reply/chat with you about your rush order details.
How long does it take for my order to arrive?
Standard Domestic shipping may take 5-7 business days. I wish it could be faster but once your order is shipped out it will in the hands of Australia Post. You will be able to track your order when you log in to your account. As per Australia Post, delivery to the country may take longer than major cities in Australia. International shipping will take approximately 2-6 weeks depending on the destinations’ customs checks.
Warranty & Returns
Do you offer warranty on your products?
Yes. All Runaway Rosy pieces come with a 30-day warranty (excluding gift cards). If you receive your jewellery in faulty condition for example a clasp or chain breaks within the warranty time, please let me know by email. Please include your name and order number in your message and I’ll get back to you to fix the issue.
Can I cancel or change my order?
If you change your mind. Please let me know IMMEDIATELY (within 24 hours) by emailing me at firstname.lastname@example.org Please include your name and order number so I can start processing your refund. It takes up to 10 days to get your refund depending on your mode of payment. Please note that a restocking fee of 10% of your order amount will be deducted from the refund.
Can I have the chain replaced if I ordered the wrong length?
Yes, you can. If you change your mind and wanted a chain longer than 50 cm, I can replace the chain but I do need to charge you to cover the cost for the replacement and return postage cost. If you want a shorter chain than what you ordered, there is no additional cost for the replacement chain but I do have to charge for the return postage as well.
What is your return policy?
Unfortunately, returns are not accepted on custom made /personalised products as they are made specifically for you and I do not have any other way to resell it. However, if your order is damaged when you receive it, email me and I will arrange for a replacement (with the same item you ordered). I do not offer a refund at this time.
Runaway Rosy Gift Cards / Gift Vouchers are electronic / virtual /downloadable products and are non-refundable and non-returnable.
What material do you use? Are your products gold plated?
I do NOT use gold plated materials at all. I use high quality Gold Filled (14k fineness) for products in yellow gold, high quality Rose Gold Filled (14k fineness) for rose gold pieces and eco- friendly, 100 % recyclable Australian-made Sterling Silver. See below question about Gold Filled.
What is Gold Filled? What is Rose Gold Filled?
Gold Filled jewellery is composed of a Solid Layer of Gold mechanically bonded to a base metal. High quality Gold Filled have the appearance of a high carat Gold and can last for years when cared for properly. Rose Gold Filled is colored gold, it’s pink / rose colour comes from copper. Gold Filled jewellery can be used daily and are hypo-allergenic and nickel free.
Rose Gold is coloured gold, its pink / rose colour comes from copper. Rose Gold Filled, therefore, is a layer of rose gold mechanically bonded to a base metal. People who are hypersensitive to copper (with copper allergy) should take precautions or should completely avoid wearing rose gold.
What is Recycled Sterling Silver?
Recycled Sterling Silver are responsibly made from 100% recycled product meaning that they are NOT obtained from mines but only from used metals from jewellery and photograpic industries.
Can you stamp on the back of the bars/ pendant?
Not at the moment. Since each stamp will leave a slight mark, I prefer not to stamp on the back. I am working on obtaining materials that can be stamped both sides and will update my website as soon as this is possible.
How many characters / letters can fit in the bars/ pendants?
The number and letters that can fit depends on the size and design you pick. Each product comes with different options so please select the one that suits your style & personalisation needs. You can most definitely email me before ordering if you need help and advice.
Do they tarnish? And how do I clean them?
Gold Filled items should not tarnish as it is made with solid gold bonded to a base metal. Harsh cleaning materials and chemicals may cause the base metal to be exposed and gold to wear off so I advice to follow the Care Instructions that come with your purchase.
Sterling Silver, however, is known to tarnish especially when exposed to body sweat and natural elements but it can easily be cleaned with a Sterling Silver cleaning agent or brushing with soap and water. Your purchase will include a high quality cleaning and polishing cloth that is made specifically for Sterling Silver.
How long do they last?
When cared for properly (following care instructions included in your purchase), Gold Filled jewellery can last for years (see also above question). A well made Sterling Silver can last for generations when treated and cared for well.