FAQ

Click here for full details on material info, sizing and care.

IS YOUR JEWELLERY REAL GOLD?

Yes, our jewellery contains real gold. However some pieces contain more gold than others. This determines the difference in metals; gold plated, gold filled and solid gold.

DO YOU PROVIDE AUTHENTICITY CERTIFICATES FOR YOUR REPURPOSED DESIGNER RANGE?

Authenticity certificates are not provided as they are only buttons and charms taken from clothes, bags, jewellery etc. reworked into wearable designer pieces. Our designer buttons and charms are sourced by our reputable vendors that inspect and certify the authenticity of the items. Our vendors have extensive and long-standing experience in authenticating designer items.

MY TRACKING INFO HAS NOT UPDATED. WHERE IS MY ORDER?

Unfortunately, we can not speed up the delivery process or fix delays caused by postal services. Once your package has been shipped, you can kindly contact the courier for further updates.

MY JEWELLERY HAS TARNISHED/ BROKEN, CAN I RETURN IT?

We will NOT be held responsible for the maintenance of your jewellery. We provide a material and care guide link on every product page on our website, there is no shortage of information provided. It is your responsibility to maintain the quality of your jewellery.

WHEN WILL MY ORDER SHIP?

Orders are shipped out within 3-5 business days, as items are made to order.

CAN I CONTACT YOU GUYS VIA INSTAGRAM DM?

Our DM's are closed, as they are extremely hard to keep track of. For serious order enquiries, please contact us via our contact page or email.

HOW OFTEN DO YOU RESTOCK?

Due to the nature of our products, restocks are uncertain. Subscribe to our mailing list and follow us on instagram for restock updates.

WHERE ARE YOU LOCATED?

We are located in Sydney, Australia.

CAN I SHOWER WITH MY JEWELLERY ON?

It is highly recommended that you do not wet your jewellery to maintain the quality and increase the longevity. Exposure to salt, chemicals and/or chlorine can tarnish and dull the shine of your pieces. Medusa is not responsible for the maintenance of your jewellery.

WHERE SHOULD I STORE MY JEWELLERY?

When you are not wearing your jewellery we recommend storing it in a safe, dry space, out of direct sunlight. Do not store it in high moisture areas such as windowsills and bathrooms.

HOW CAN I CLEAN MY JEWELLERY?

Using a dry lint-free cloth, gently wipe your jewellery. Do NOT use chemicals to clean your jewellery. For further details, click here

WILL IT MAKE MY SKIN TURN GREEN?

We are unable to determine whether our jewellery will stain your skin, as it is purely based on ones body chemistry. This is not our fault so we do not offer refunds or exchanges for this reason. If uncertain, we recommend solid gold jewellery.

WHERE DO YOU SHIP?

We ship worldwide. 

WHAT DO I DO IF MY ITEM IS PAST PRODUCTION TIME?

It is rare for production to pass the 4-6 week mark. If you notice a delay in your order past production time, please contact us via email customercare@medusalabel.com.

WHEN WILL MY ORDER BE SHIPPED?

It may take 3-5 business days for your order to be shipped out as all items are handmade to order. For custom items please allow 4-6 weeks at most for production. This does not include shipping. Please do not email us regarding your orders whereabouts unless it is past production time. Once your order has been shipped, you will receive shipping confirmation.

MY ORDER ARRIVED BROKEN, WHAT DO I DO?

All items are hand packed securely. In the rare case you do receive a faulty item upon arrival, we offer free repairs. Please send photographic evidence to customercare@medusalabel.com within 48 hours after receiving the product. If 48 hours have past we unfortunately can not offer a return. Please email us to obtain return authorisation and information. 

MY PACKAGE IS LOST. WHAT DO I DO?

If you have not received your order and tracking says it has been delivered, you can submit a missing item form here: https://helpandsupport.auspost.com.au/s/missing-or-lost-item. Please note this is not our fault, nor is it our responsibility to find/replace your package. 

CAN I CANCEL MY ORDER?

You may cancel your order within 2 hours of it being placed by emailing customercare@medusalabel.com. Unfortunately, if your item has been shipped out, it can not be cancelled. Custom pieces can not be cancelled, as we forward custom details instantly to our vendors.

WILL I HAVE TO PAY TAX/DUTIES ON MY ORDER?

We are not responsible for any taxes or duties that may occur upon international orders.

WILL CUSTOM AND NON-CUSTOM JEWELLERY SHIP TOGETHER?

Yes, we ship your pieces all together. This means you may need to wait 4-8 weeks at most for your entire order. May you wish to receive your non-custom items sooner, please place two seperate orders.

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