Shop Information & FAQs
All our jewellery is handcrafted to order in our workshop in Sydney, Australia. Please note: as with all handmade things, your order may vary slightly in colour and shape from the image on the website. Our designs are produced in a limited edition of 50 units per design, unless otherwise specified. Kyoko also does commissions and in some instances, we can customise pieces to your liking. We are always happy to discuss any ideas you may have, so please feel free to email us at: info (at) kyokohashimoto (dot) com
How can I pay?
Big Cartel accepts payment via PayPal. You do not need to have a PayPal account to order with us. Once you go through the checkout, you will be directed to a secure payment page where you can either sign in to your existing PayPal account, or securely enter your card details.
Please let us know in the ‘message to seller’ section if you have any specific requests for your order. For larger orders, or for anyone unable to use PayPal, we can also accept bank transfers. Please email us for details.
How much is postage and handling?
We offer free postage for orders within Australia.
For all international orders the shipping and handling charge is $14.00 (AUD). This stays the same no matter how big your order. Our packages are always registered with a tracking number which can be checked by calling Australia Post on 13 13 18 from within Australia or +61 3 8847 9980 from outside Australia. (Australia Post does not offer online tracking for registered post at this time, but we will call on your behalf should your package not arrive within its expected delivery time).
If you would like to purchase insurance, or require express service, please notify us in advance.
Please note that we do not cover any additional taxes that may be incurred from your country, and we advise you check these yourself prior to purchase.
How long will it take to receive my order?
We strive to post orders as soon as possible after payment is confirmed, however please keep in mind it can take up to 2 weeks for items to be posted, depending on the complexity of the workmanship, and how busy we are at the studio. Typically an order is posted within 2 – 4 days after payment clears. Postage within Australia takes 1 – 3 days for delivery, International orders are typically received within 4 – 10 working days. We always notify our customers by email once an order has been dispatched. If you require your order urgently, please let us know via email, and we will do what we can for your parcel to be delivered to as as quickly as possible.
All jewellery sent from our studio is carefully packaged in custom designed gift box to ensure a safe delivery of your jewellery. Please ensure that the delivery information you enter is correct and current. Kyoko Hashimoto Studio is not responsible for delays caused by the delivery provider.
I want to pay in other currencies, what can I do?
All items listed at our web store is in Australian Dollars. Please use the Universal Currency Converter to convert the prices into your own currency. All orders, once passed through to check-out and PayPal, will automatically convert to your home currency.
How do I care for my jewellery?
Whilst all effort goes into the quality and construction of our handmade jewellery pieces, your jewellery needs to be handled with care. Please store your jewellery in a jewellery box / pouch when not being worn. Keep away from moisture, dust and hairspray.
Like most metals, silver and brass will slowly tarnish over time. Tarnish is a dark layer of oxide that builds up on the surface of metal when in contact with skin and the air. If you prefer to maintain your jewellery in a shiny pristine state, you can clean all metal surfaces from our range using regular metal polish such as Silvo or Brasso, and a soft cloth. We do not use electroplating in our jewellery so there is no risk of your jewellery looking “patchy” from over-polishing or from ware. Please avoid rubbing metal polish onto resin pieces. Powder coated jewellery is protected from oxidisation, so care is minimal. Just use mild detergent with warm water and gently brush with soft toothbrush. For more care instructions, please email us.
Damages / faults?
Kyoko Hashimoto Studio is a business registered in Sydney, Australia and we comply with Australian laws regarding the sale of goods and merchandise. All items are quality checked before dispatch, but occasionally there may be a fault we didn’t find. If there is an issue with your piece when it arrives, we will happily replace your piece, provided you notify us within 7 days of receiving your parcel.
Please note that wear and tear in the course of normal use is not considered a fault. All pieces comes with care instruction information that should be adhered to.
If an item becomes damaged in any way beyond the 7-day return period, do not hesitate to contact us. On occasion we are able to repair the item in house and will do so free of charge. Please contact us with details and a photo of the damaged piece and we will be happy to assist if repairing is possible.
Returns / exchange?
If you would like to exchange your purchase for another jewellery item of equal or greater value, either because the fit is not quite right or you have changed your mind, contact us within 5 working days from the date of receiving the parcel. You will be sent an email containing instructions on returning it. Once the jewellery is received and has undergone a quality control check, a new piece will be dispatched.
Exchanged or returned goods will not be accepted unless returned to us in new, unused condition, and in the original packaging that they were received in. We strongly advise customers to thoroughly check the jewellery and try it on when it is received to ensure satisfaction.
Are my personal details secure?
Yes. We use PayPal for all our financial transactions, your payment information is secure. We do not hold any payment information on record. To further protect our customers privacy, we do not sell, distribute or share customer information under any circumstances.