FAQs

🎁 How will my order be packaged?

All items are carefully packed in a soft pouch or an MXW jewellery box. If you’d like gift packaging, simply leave us a note in your cart before checkout.

📦 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.
💧 What does “waterproof” mean?

When we say an item is waterproof, it means it’s safe for everyday wear—including in the shower or while washing your hands. Please check the product description for the exact material details of each item to confirm whether it is waterproof.

💎 Are your crystals Swarovski?

When we describe our jewellery as made with Austrian crystals, it means we are using genuine Swarovski® Elements. We use the wording “Austrian crystals” in product listings to comply with certain platform requirements. Rest assured, Austrian crystals = Swarovski® Elements on our website.

🚫 Why don’t you sell Pop Mart bag and phone charms anymore?

We previously offered handmade charms inspired by Pop Mart characters. To respect intellectual property (IP) rights and comply with Google’s policies, we’ve chosen to discontinue these items. MXW now focuses on original, waterproof jewellery designed for self-expression and meaningful gifting jewellery. If you have any questions, please email us at info@mxwjewellery.com.

🪄 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 to AU, NZ and US.

💰 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 more details about tax policies in different countries, please visit our Tax & Duties.

💎 Why is a charm sold separately sometimes priced higher than when it’s built into a necklace or bracelet?

When you buy a charm on its own, it is priced individually. In our Design-Your-Own app, charms may be offered at a lower bundle price because the system applies pricing per item added to a chain or bracelet. That means you may see a small difference between the “standalone” price and the “build-in” price.

💸 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 personalised 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.

✨ Why have the design or price changed for some products?

We are always improving our designs — from upgrading stone settings and findings to using stronger wire or better materials. These enhancements help our jewellery last longer and look even more refined.

As we introduce these upgrades, you may notice small differences in design or price between batches. Every change is made with one goal in mind — to give you the best possible quality and experience.

📦 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