FAQs
📦 Can I track my order?
Yes! Once your order is shipped, you will receive a tracking number via email so you can follow your package every step of the way.
✨ How do I take care of my jewellery?
To keep your jewellery looking its best, we recommend the following care tips:
- Avoid exposing the jewellery to water, lotions, and perfumes.
- Store your pieces in a dry, cool place.
- Clean with a soft cloth to maintain shine.
🪄 Can I request a custom design?
Absolutely! We offer customization options. If you have a specific design or message in mind, feel free to contact us, and we’ll work with you to create the perfect piece.
Customer Service Hours:
Monday to Friday: 9 AM - 5 PM AEST
Email: info@mxwjewellery.com
SMS: 0403 886 002 (Text us for a quick response)
📍 Where are you based?
We are based in Melbourne, Australia 🇦🇺 and ship worldwide!
⏳ How do pre-order items work?
Pre-order items require additional processing time. The estimated shipping timeframe for pre-orders is 2-3 weeks. If an item becomes unavailable, we will notify you via email.
Orders containing both pre-order and ready-made items will be shipped together once all items are ready. If you would like to receive your ready-made items earlier, we recommend placing separate orders.
💰 Will I have to pay tax or customs fees?
If you are based in Australia, all prices on our website are in AUD and include GST.
For international customers, prices on our website may automatically convert to your local currency based on your location for convenience.
Customs duties, VAT, or import taxes may apply depending on your country’s regulations. These charges are the responsibility of the customer. Please check with your local customs office for more information before placing your order.
For more details about tax policies in different countries, please visit our Tax & Duties.
💸 Why don’t you offer big discounts?
We believe in fair pricing all year round rather than inflating prices to offer big discounts later. Our goal is to provide high-quality jewellery at the best possible price every day. That said, we occasionally run special promotions—sign up for our newsletter to be the first to know about exclusive offers and new product launches!
📦 Will my order include an invoice or receipt?
No worries! We do not include invoices or receipts in the package—only a packing slip with the order details (excluding prices). Your order confirmation and invoice are sent via email. If you need another copy, feel free to contact us at info@mxwjewellery.com, and we’ll be happy to resend it.
🔄 Can I cancel or change my order?
We start working on your order as soon as it's placed, so please double-check all details before completing your purchase.
- If your order **hasn’t been processed or shipped yet**, we can cancel or modify it at no extra cost.
- For **engraved and personalized pieces**, once production has started, changes may not be possible. However, if you need an adjustment, reach out to us as soon as possible, and we’ll do our best to assist.
- If your order **has already been shipped**, we won’t be able to cancel it. Ready-made items can still be returned after delivery (return shipping fees apply).
If you need any changes, contact us immediately at info@mxwjewellery.com, and we’ll check what’s possible.
📦 Do you offer wholesale?
Yes! We’re happy to discuss wholesale partnerships. If you're interested in stocking MXW Jewellery, please reach out to us at info@mxwjewellery.com with some details about your store, and we’ll get back to you.
🛡️ Do your products come with a warranty?
Yes! We offer a 12-month warranty on all our jewellery. If you experience any issues related to craftsmanship or material defects within this period, please reach out to us, and we’ll assist you.
For more details, visit our Warranty Page.
💬 Need Help?
If you have any questions, feel free to contact us. We’re happy to assist! 💖
Email: info@mxwjewellery.com
SMS: 0403 886 002