FAQ
WHAT CURRENCY DO YOU CHARGE?
AUD
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards including Visa & MasterCard, PayPal, Afterpay & Sezzle
CAN I UPDATE MY ORDER?
We can edit any order as long as it has not yet gone into production or packaged. Be sure to let us know as soon as possible as pieces go into production quickly.
We're not able to add items to existing orders, if you'd like to add more to your order you will need to place a new order & provide us with both order numbers so we can merge them before shipping & reimburse any shipping fees, if eligible .
CAN I EDIT MY SHIPPING ADDRESS?
If your order hasn't shipped, email us: info@lensiathelabel.com with your new address you'd like to update & your order number & we can adjust this for you.
If your order has already shipped we're unable to update your address or re-route to another address for you.
WHEN WILL MY ORDER ARRIVE?
For ready to ship items, orders are packed and shipped within 2 business days of your purchase.
Orders during a sale period will take 4 - 5 business days to ship.
Good things take time, if a piece isn't a ready to ship piece this will take 7 - 10 business days to produce. Please refer to description under product for production time or email/DM us if this information cannot be found.
Personalised pieces take up to 14 days (sometimes more during holiday or sale periods) as they are handmade to order. If your order doesn't include name/word, preferred metal material & font styles the order will remain on hold until we receive this information.
14K Fine Collection pieces take up to 14 days (sometimes more during holiday or sale periods) as they are handmade to order.
Repurposed Designer pieces take 15 business days (sometimes more during holiday or sale periods)
If your order includes a not ready to ship piece with a ready to ship item, your order will be shipped altogether once the personalised piece / 14K piece is ready to dispatch. If you'd like seperate shipping for these items, please contact us via email info@lensiathelabel.com
RETURNS
Unfortunately we don't accept returns & don't offer refunds or exchanges. PERSONALISED + REPURPOSED DESIGNER PIECES CANNOT BE CANCELLED, RETURNED OR EXCHANGED
ALL SALES ARE FINAL. PLEASE SHOP CAREFULLY.
REPAIRS
Customer satisfaction is of the utmost importance to us, slide in our DM or email us with any questions you may have about repairs babe, we gotchu!
LENSIA the label reserves the right to deny unreasonable repairs. A cost may be involved but we will specify this once we receive your returned item.
For more information on returns/repairs click here
WILL I HAVE TO PAY ANY DUTIES ON MY ORDER?
Possibly. We are not responsible for any taxes or duties that may be incurred on international orders
MY ITEM IS LOST IN THE MAIL, WHAT DO I DO?
Although this sucks, once items are shipped it is out of our hands. We are not liable for items that are lost, stolen or damaged during shipping. Please contact the postal service your item/s were shipped with to track down your package.
More information on shipping can be found here
WHAT IF MY PACKAGE WAS RETURNED TO SENDER?
If your package is returned to us for any reason you will be responsible for paying for the package to be resent
MATERIALS
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Gold-plated jewellery - A base metal such as steel or brass which is basically dipped into a bath of gold. When an electric current is applied, a thin layer of gold is deposited on the metal. Since the plating is quite thin, the plate (and hence the color) on findings can wear off.
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Sterling Silver jewellery - Sterling Silver is a mixture of pure silver and some other metal, usually copper. The resulting alloy gives the silver strength. The standard is at least 92.5% silver. Hence the .925 stamp you see on some sterling silver items.
- Solid Gold jewellery - Solid gold is what it is babe, solid fu*k!ng gold. It's gorgeous, it looks like a super model, think Linda Evangelista. It's going to last forever without tarnishing or fading. It also retains it's value so think of it as an investment as opposed to a purchase. If your order is a custom nameplate necklace or custom ring you can pass them along to your kids, if you're crazy enough to have them. We also use 3 colours (tri gold) on some pieces which is white, yellow & rose gold.
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Stainless Steel - A stainless alloy with a minimum 10.5% chromium content by mass and maximum 1.2% carbon by mass. Stainless steels are most notable for their corrosion resistance aka rust free.
Allergies:
Some people have allergic reactions to some plating. If allergy is a problem, please avoid purchasing plated pieces.
Care for your jewellery:
Filled or Plated Jewellery
For best care, do not wear her in the shower, pool or ocean. Please remove while exercising, don't sleep with her on. If you're going to wear her while you're having sex, go slow & only do missionary (boring, I know) so take her off cause she's delicate.
Avoid contact with perfumes, lotions or hair products, even organic ones.
Do not use harsh chemicals, bleach, oil, jewellery cleaners or polishing cloths. This can affect the finishing. LENSIA is not responsible for the maintenance of your jewellery
Solid Gold Jewellery
Queen, you're working with solid gold now so feel free to wear her in the pool. If you're a nature kinda gal, wear her to the beach! Just remember the chain is precious & fragile so treat her kindly & wear with confidence - I know you will!
WHAT IS ECO-FRIENDLY JEWELLERY?
Stainless Steel is a green product, the most environmentally friendly materials are corrosion resistant & durable. It is 100% recyclable, as it is not coated with any other material. It's impact on the environment is minimal & it doesn't harm the person making it.
WHAT IS 14K GOLD FILLED?
Great question sis, we've broken it down below:
We choose to work with 14k gold-filled over 925 sterling silver jewellery because it allows us to offer top-of-the-line quality at an affordable price, it is the closest thing to gold. The thick outer layer of gold makes it highly durable and safe for people with allergies or sensitive skin. We get a lot of questions about gold-filled and what it actually is. So we've compiled a list of Q&A below on some topics that we hope you find helpful!
“Gold-filled” is an industry standard that legally requires 1/20th, or 5% pure gold by weight. It’s a strictly regulated process that involves pressure bonding multiple layers of solid 14k gold with extreme heat over a core of high quality jeweler’s brass resulting in a durable, quality real gold product.
Q: IS "GOLD-FILLED" THE SAME AS "GOLD FILL"?
Q: IS GOLD-FILLED JEWELRY REAL GOLD?
A: The gold in 14k gold-filled is definitely real. There’s a thick layer of real, solid 14k gold on 925 sterling silver base. The 14k gold that’s on the outside of gold-filled is the same gold as you would get from a solid 14k piece.
Q: HOW MUCH REAL GOLD IS IN GOLD FILL?
A: Gold-filled jewellery is required to have a minimum of 1/20th (5%) gold by weight. The 5% gold in gold-filled jewelry may not sound like a lot, but it’s all on the outside and it's plenty to keep your jewelry looking great for many years.
Q: IS "ROSE GOLD-FILLED" DIFFERENT?
A: If you see "rose gold-filled," you can assume we mean "14k rose gold-filled", rather than yellow gold. The difference is just in the color, not in the quality or durability. Both 14k yellow gold and 14k rose gold alloys contain the same amount of 14-karat solid gold. It’s the combination of metals that are added to the pure 24k gold that changes the colour.
MY SKIN IS TURNING GREEN AND MY JEWELLERY IS RUSTING, WHAT DO I DO?
Although it sucks, everyone's skin type is different babe. Some people have strong reactions to bronze, nickel & gold plating, it is not our fault. If you are susceptible to this, please avoid buying non-solid gold or sterling silver jewellery & go for solid gold.
No refunds or returns are given for this reason or the turning of your jewelry colour caused by skins oils. We apologise in advance.