FAQ
A list of our FAQs. Please read below before contacting our staff.
What is your returns policy?
Our returns policy can be found here.
What is your shipping policy?
Our shipping policy can be found here.
I want to apply for a return or exchange.
To apply for a return, or exchange, or replacement, you can do so through the link here. Please note that every return and exchange must be approved and must include a filled out returns/exchanges form to maximise efficiency, and to ensure your return/exchange is processed as fast as possible. If you do not receive this when contacting our team, please remind our team. Orders sent back to us without this form or approval will not be accepted, and may be returned to you at your cost.
Where is my order?
Each time an order is placed, a confirmation email including tracking is sent to every customer. Please check your inbox, including 'spam' and 'other' for the tracking number. Just a kind reminder that if you are based overseas, your package will take longer to arrive as it is travelling across the world, so please be patient due to distance and customs processing.
Something is wrong with my order!
If something is wrong with your order, please reply to your order confirmation email with photos of your order so that we can rectify it.
I'm missing a piece in my order.
We sincerely apologise if this happens, please reply to your order confirmation email with photos of your order so that we can rectify it.
My order was missing a gift box.
We sincerely apologise if your order arrives with a missing gift box. Unfortunately as this is a complimentary offer, we are unable to send a replacement box on its own. However, we are more than happy to send the missing gift box with this new order, please leave a note to remind us. If you have purchased a gift box you are entitled to a replacement.
What is your returns policy?
Our returns policy can be found here.
What is your shipping policy?
Our shipping policy can be found here.
I want to apply for a return or exchange.
To apply for a return, or exchange, or replacement, you can do so through the link here. Please note that every return and exchange must be approved and must include a filled out returns/exchanges form to maximise efficiency, and to ensure your return/exchange is processed as fast as possible. If you do not receive this when contacting our team, please remind our team. Orders sent back to us without this form or approval will not be accepted, and may be returned to you at your cost.
Where is my order?
Each time an order is placed, a confirmation email including tracking is sent to every customer. Please check your inbox, including 'spam' and 'other' for the tracking number. Just a kind reminder that if you are based overseas, your package will take longer to arrive as it is travelling across the world, so please be patient due to distance and customs processing.
Something is wrong with my order!
If something is wrong with your order, please reply to your order confirmation email with photos of your order so that we can rectify it.
I'm missing a piece in my order.
We sincerely apologise if this happens, please reply to your order confirmation email with photos of your order so that we can rectify it.
My order was missing a gift box.
We sincerely apologise if your order arrives with a missing gift box. Unfortunately as this is a complimentary offer, we are unable to send a replacement box on its own. However, we are more than happy to send the missing gift box with this new order, please leave a note to remind us. If you have purchased a gift box you are entitled to a replacement.
What material is your jewellery made from?
You can find each design's materials on the product listing. We only use real freshwater pearls and gemstones in our designs.
How many days does it take to dispatch my order?
Please note that our dispatching days are Mondays, Wednesdays, and Fridays. Generally, orders can take 1-3 business days to process, however, this is subject to orders, and can sometimes take up to 5-7 business days. Please note this is a guide, and not an exact confirmation of how long it will take to dispatch your order.
I'm outside of Australia and I'm getting charged import tax.
Each country has their own laws around import purchases. Unfortunately this is out of our control, please refer to your country's specific import laws and taxes. We do not accept returns for unpaid import taxes.
How long will my jewellery last?
That all depends on how you care for your jewellery. Technically you can wear our pieces in salt water and freshwater, however, each time you do, it reduces the longevity of your pieces. To ensure that your pieces last a lifetime, it is important to care for them. This includes avoiding getting them wet, or spraying perfumes on them, as well as putting on your jewellery last when you get changed for example.
We include a care card in each package for your reference.
We include a care card in each package for your reference.
Something is not listed here:
Should you have any questions, queries, or concerns not listed or addressed here, please contact Adrian at hello@thetravellerseries.co or through Instagram at @thetravellerseries
Please note that sending multiple emails about the same subject, or without relevant photos, your query will be pushed to the back of the queue. To ensure that your enquiry is tended to ASAP, please ensure relevant photos and details are supplied.