F r e q u e n t l y   A s k e d   Q u e s t i o n s

Where are you located?

We are located in Sydney, Australia.

Where do you ship?

We ship worldwide.

When will my order ship?

It may take 3-5 business days for your order to be shipped, as all items are handmade to order. For custom items please allow 4-6 weeks for production. Once your order has been shipped, you will receive a shipping confirmation email.

How often do you retsock your repurposed designer range?

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

Do you provide authenticity certificates with 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 jewellery. 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 jewellery has tarnished, can I return it?

We will NOT be held responsible for the maintenance of your jewellery. We provide a care guide card in every order. It is your responsibility to maintain the quality of your jewellery.

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.

My tracking information 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.

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.

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.

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.