KBN FAQs

For current turn around times please click the pink banner at the top of our website.

Please note, if we need to contact you about your order, it will likely be delayed. Please make sure you read the character and design limitations for your piece.

Standard shipping within Australia takes approx 3-13 business days and express shipping is 3-5 business to most postcodes.

International shipping varies on country however 3-5 weeks is the average time. We won't get a tracking number until the parcel reaches your country, which can take up to 1-2 weeks.

N.B: The time frames listed above are in addition to our turnaround times for making.

Please don't worry, as this can happen with various courier companies. The tracking usually doesn't update until the day it's out for delivery. If it's been over 10 business days past the expected delivery date, please contact us and we can lodge an enquiry to find your order.

We can usually accommodate rush orders, please email us at hello@kbnjewellery.com.au before you order. There may be a small charge depending on workload and timeframe needed.

Please note we aren't able to accommodate rush orders during sale times.

Once your order has been placed we cannot guarantee any changes. Please email us and we will see where your order is in production.

This could be for a variety of reasons, but don't worry, we'll contact you as soon as we receive your parcel and let you know. Depending on why it was returned to us, you might need to pay for postage again.

As each piece is custom made and we begin working straight away we unfortunately cannot change or cancel your order. Please contact us asap at hello@kbnjewellery.com.au if you do wish to change/cancel and we can check where it is in our production. If we have already began work then the change might incur fees. 

Please note if we can cancel your order it may be subject to a restocking fee.  

While I wish I could say yes, Unfortunately, we are unable to stamp on a piece that has already been sent out, this is due to a few reasons, the main one being we wouldn't want to make an error in the stamping when we add to it later and accidentally damage your beloved piece. 

Don't worry, we never send invoices/receipts with our packages. You should have received an email with the order confirmation/invoice details. If you didn't get this please let us know and we can resend it.

Yes we can change the length of necklace, however depending on what style necklace you have and how much longer you would like it will determine the cost for this.

Email us (hello@kbnjewellery.com.au) if you would like to change the length of your chain. Please note that postage back to you is charged as per the shipping method that you select.

Our Luna chain is available on all hanging pendants and does incur an additional cost. You can use this link here to upgrade your chain!

Unfortunately at this point we can't, just the front of each piece as our stamping process leaves a small blemish on the back. See an example of the back here.

Answer

Most definitely!
You’ll find them in the Pendants & Chains section on our website.

You can either send your
current KBN piece back to us for us to attach the new pendants, or we can send
them out to you. If you did want the pendants sent out they won’t slide onto
the chain (we do this purposely to stop them sliding off and becoming lost) so
you’ll need to follow these instructions and use a pair of pliers, or you can take to a local jeweller.

They sure do! All of our KBN pieces come with a 180 day warranty. Should your chain or clasp break (as the result of a manufacturing fault) within this time please contact us so we can assess it.

You can find all warranty details here.

Please note, a manufacturing fault does not cover: tarnish, marks on the back of pendants/bar, improper storage or use of your piece or damage/breaks due to wear and tear.

Our products go through 3 sets of hands as well as a final quality check before being packaged so whilst it is rare, mistakes do sometimes happen. Please contact us if your piece has not been made to your request.

Unfortunately with the nature of personalised jewellery we cannot accept returns for our made to order pieces.  

Any 'ready made' items can be returned for a store credit.  Please complete the returns form here within 7 days of receiving. 

Any returned items must be received by us within 30 days of delivery and in the same condition they left our studio - including packaging. 

Due to hygiene reasons, all earrings are final sale.

If a product arrived to you and is damaged, please contact us to discuss a replacement - please note we do not offer refunds and can only replace with the same item ordered.

For all products with a font choice you'll find an image of the available fonts in the product photos.  View our font options here. 

Where the font is not an option on a piece the only font we can use is tiny neat font (Arial font).

All of our products will have a pendant size comparison photo in the photo slide of each product. You can also see it here

We have a growing number of symbols available and you can see them, and which size pendant they will fit onto here

Check out our Instagram page here. Or take a look at this little video.

When we texture a bar or pendant, the wording isn't the sole focus all of the time. Depending on the angle the patterned background (texture) can make the bar/pendant super shiny and bright but the wording might not appear as noticeable.

Each piece and each font varies for what we can fit. All products have the approx number of characters (including spaces) detailed when you choose the font. If you're still unsure if what you would like will fit, please email us.

Gold filled jewellery is a great alternative to pure gold. It is created by pressure bonding a layer of gold so has 100% more gold than gold plated. The finished product is a beautiful piece which won't chip, discolour or tarnish and should last many years.

Read all about Gold Filled jewellery here

Our Gold Filled jewellery won't chip or flake - however, to maintain its shine please avoid wearing while swimming in the ocean or chlorinated pools.

If you (like many of here at KBN!) love to wear your pieces 24/7, we recommend giving your jewellery a quick polish with the little white polish pad we send with each order to ensure its looking its best; and when not being worn, store in an airtight container.

For more in depth info on gold fill please visit this page

Sterling silver is a precious metal and will naturally begin to tarnish over time, for some people much quicker than others. To remove tarnish or dirt use the little white polish pad provided with your order or for a more thorough clean use a silver cleaning solution. Please avoid wearing while swimming and take care while wearing in the heat as sun screen and perspiration can cause the tarnishing process to quicken.

Read our full silver care info here.

We do!

You’ll need to send the pendants back to us as well, as they don’t slide on and off the chain. You can find the replacement chain service on the website here.

Good question! And we have a good answer - all our sterling silver and gold filled/rose gold filled products are nickel free.

To give them the longest life looking their best, it is recommended to keep them dry at all times and to give them a wipe with a soft, dry jewellery cloth after each wear.

It's extremely important to take care of freshwater pearls and keep them clean to ensure they maintain their original lustre.  Pearls shouldn't be worn in chlorinated water or exposed to dish washing liquid/hand soap etc, and ideally should avoid contact with any moisturiser, sun lotions, perspiration and perfumes.

As a genuine full-grain Crazy Horse Leather piece, this item is designed to grow in character as it ages. That being said, you can extend its life with a little extra TLC. Avoid contact with abrasive surfaces, overfilling and store away from direct sunlight and moisture when not in use. We recommend regular use of a leather conditioner to keep it looking its best!

We do our best to get back to every enquiry as quickly as possible whilst ensuring each of our customers receives the time and thoughtful response they deserve.

Typically we'll get back to all emails within 24-48 hours. This could be longer during Christmas/Mothers Day/sale periods.

If it's been longer please make sure you check your spam/junk box as our reply could have went there.

We sure do! Please note, Afterpay has a $75 minimum spend.

Yes we do! If you can
email Asha at asha@kbnjewellery.com.au and she will send you all the important
details and answer any further questions you have.

Unfortunately not. We try to keep our costs as low as possible, whilst still providing a supreme product. If you sign up to our newsletter you'll be the first to know about any discounts or new products.

At the checkout page there's a box which says 'Discount code or gift card' this is where you enter the code.