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Frequently asked questions

Do you have a physical shop front anywhere?
No, EA is an online business only, connecting independent studio artisans to the global market. The EA curators work from their personal studios in Brisbane, Australia. 

I don’t know what size to buy.
We have made it easy for youjust scroll to the bottom of the page and click on Jewellery Sizing. Here you will find information on rings, bangles and necklaces to assist you. 

What is a bespoke item?
A bespoke item is any item that is not held in stock by the artisan. The bespoke item is made to order, in the size, colour and other specifications you request.

Can I return my bespoke item?
Unfortunately, no, the artisan has made this item just for you and in your size, it is therefore unable to be returned.

How long does a bespoke order take?
This will depend on the artisan concerned and their own production schedule. Good things take time; they are after all crafted by hand, not mass-produced. The majority of our artisans are committed to a turnaround of no longer than two weeks, with shipping time being additional. Specific production times are listed on each individual product's page. 

Can I order one-of-a-kind items again?
Many of our artisans create one-of-a-kind exceptional pieces. They are made only once, which means you are guaranteed never to see your beautiful piece on someone else. This means that we are unable to accept orders for pieces that are one of a kind once they have sold.

I need something quickly, can you help?
We are happy to contact our artisans for you to see if we can facilitate a quicker turnaround for you on bespoke items, just call or email us and we will get on it straight away for you. 

Can I contact the artisan directly if I have a question?
Please phone or email us directly at Eclectic Artisans for immediate helpthat's what we're here for! As artisans ourselves, we usually have the answer you need. Our artisans are busy creating so we don’t want to interrupt the creative process unless absolutely necessary.

 

PAYMENT 

Can I pay over the phone?
We can accept payment but you will need to provide proof of your address (where goods will be shipped to) and photo identification. We are available 8am to 6pm Monday to Friday and 9am to 5pm on weekends. Please note AEST time zone (Australian Eastern Time Zone) – UTC+10

I am ordering from multiple artisans, does that mean I have to make individual payments to each?
No, at checkout, your items will be individually listed with a total combined shipping amount. You can choose your payment method from our secure single payment process.

Can I pay in my own currency?
EA accepts, £GBP, $EUR, $USD and $AUDyou can choose your preferred currency by clicking on the currency selector located in the top left-hand corner of the page.

What are my options for payment?
You can pay using Visa, Mastercard, American Express, or PayPal.

Can I use Afterpay?
This service is available for people residing in Australia only. Afterpay is a digital service that allows you to purchase an item(s) up to the value of $1,000AUD and pay it off in fortnightly instalments. You will receive the goods now, and pay later. There are no additional charges implemented by EA. This option will appear at checkout for Australian customers only.

 

SHIPPING

When will my order ship?
If you have ordered an item that is available immediately your goods will ship within 48 hours (Monday to Friday).
If you have ordered an item that is bespoke or needs to be made your item will ship within 1-2 weeks of ordering.

Do you deliver to post office boxes?
This will depend on the method of shipping for your order and the seller. If your order ships by a courier service such as DHL, UPS or FEDEX your item will not be able to be delivered to a post office box. In a small number of cases your item may ship by the country of origin’s own postal service. If in doubt, please ask. For your safety, we prefer our items to require a signature on delivery.

Who is responsible for any duty or taxes?
Each country has different rules and ‘tax free’ thresholds. This means that you will be responsible for any duties and taxes payable. We strongly suggest that you check the limits that apply to your country.

What happens if I don’t pay the duty and tax?
Your item will be returned to the shipper. Your order will be cancelled and a refund made to you via the same method you paid for the item. Initial shipping charges and return freight will be deducted from any refund.

I received one item, but I haven’t got the rest, where is it?
If you ordered all your items from the same artisan you should have received them in one parcel. Please contact us immediately to advise.
If you ordered your items from different artisans each item will ship directly from each artisan’s studio: one item could be coming from one location, and a different piece from a second location. Shipping times will therefore vary. 

My parcel has arrived but it’s damaged.
Please contact us immediately at info(at)eclecticartisans.com and provide a photograph/s of the damage. We will work with you to arrange for the item’s return, replacement if possible or refund.

Can I track my order?
We will email you when your order has shipped and provide a tracking reference for you to monitor delivery progress via the courier’s website. Don’t forget to make our email one of your ‘safe’ email contacts or our communication may end up in your spam folder.