Frequently Asked Questions

Orders and Shipping

When will you send my order?

I usually ship out ready made items from Brisbane, QLD, Australia within five business days. Within Australia shipping times may take between a couple of days and within a fortnight depending on how far away you are from me. 

Express Post (within Australia) is available, however it does not expedite processing time on the FLI side. Orders are processed chronologically, but if there are special circumstances please send me a message via the contact form and I will try to accommodate you. 

How long will it take for my order to arrive?

Within Australia, parcels can take 1 to 2 weeks, depending on the time of year.

International parcels can take anywhere from a week to a month, in some circumstances post has taken 6 weeks or more. This is unfortunately totally dependant on the various postal systems and if I could, I'd teleport your order to you immediately. 

Your order will be updated with a tracking number so you can eagerly hunt down your goodies! (Letters are not tracked.)

What payment methods do you accept?

Visa, Mastercard, American Express, Shop Pay, Apple Pay, Google Pay and Paypal.

I removed AfterPay in 2022 as I am uncomfortable with their business model.

Is my order lost?

It's very important that your postal address is correct. Many times the Australia Post system is able to autocorrect addresses but sometimes it's not possible. 

Unfortunately, I can not refund the cost of lost or undelivered shipped items. If an item is returned to me, I'll contact the customer to check the address is correct; reshipping costs are payable by the customer.

Where the address is incorrect and the item is returned to me, reshipping costs are payable by the customer.

Hey I got a customs bill!?

All customs fees and taxes are to be paid by the customer. Every country has its own regulations and customs process, and sometimes the Man wants to spoil our fun by holding up packages. 

Do you ship to the UK and Ireland?

So, remember Brexit? They really stuffed it up for us hey. Unfortunately there are some really complex tax things in place now that make it really difficult for microbusinesses like F.L.I to sell to the UK and Ireland.

The moment it becomes possible, I will send you parcels all day and night!

Return Policy

What's your return and exchange policy?

I do not accept refunds or exchanges upon change of mind.

If your item is received damaged or unfit for purpose, send me an email. An exchange or refund may be offered dependant on the situation.

Unauthorised returns or refused packages are ineligible for refund or exchange.  

Please attach proof of purchase and a photograph of the item in your email - in some cases the item must be returned in order to get a refund.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Can I make changes to or cancel my order?

If your order hasn't been fulfilled, you can make changes! Email me as soon as possible though so we can sort things out.

Cancelling your order is possible right up until the time the order is marked as fulfilled in the system. You'll get an email when your order is fulfilled and on its way to you by mail.

Cancellations are not available on pre-orders.

And another thing...

Chain lengths and earring fixings.

The necklace chains are designed for people with larger necks and shoulders first and foremost. Please read the description for the chain length. Should you require a shorter or longer chain, please let me know how long you require it in the checkout notes so I can adjust it for you.

In many cases I can switch the earring fixing to a stud, clip on or hook. Drop me a note at checkout with your preference. Some styles aren't suitable to certain fixings and it'll be noted within the product description.

What's the deal with Pre-sales?

I have run many pre-sales and pride myself on delivering pre-ordered items as soon as possible; most of the time I'm able to beat my time estimates. Where issues arise I contact all pre-sale customers first and keep them in the loop.

Pre-sale items can not be cancelled, as I use the proceeds to help raise funds to order from my suppliers. In many circumstances, I am able to order extra stock for my store, so if you miss out on a pre-sale or are unsure about placing a pre-order you may have a chance to grab that special piece.

Where can I send complaints to?

Shoot me an email and I'll do my best to help you out.