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FAQ

COVID-19 UPDATES

We are still sending your quirky parcels however there will be delays both inbound and outbound due to government restrictions and cancelled flights. So don’t worry, you can still get your brooch fix! You can read more about it here on our blog.

HOW CAN I PAY FOR MY ORDER?

In an ideal world we’d accept payment in records, organic veggies or our personal favourite - hugs. Alas, some form of remuneration is required or we might run out of money to produce more designs for you! You can check out with PayPal and all major credit and debit cards.

CAN I BUY NOW AND PAY LATER WITH AFTERPAY, ZIPPAY OR SEZZLE?

ZipPay and Afterpay are both available on ERSTWILDER.COM for our Australian shoppers - unfortunately neither are yet to be made available internationally but for those in the USA you can check out with a similar service called Sezzle. All three are safe, simple and convenient payment options, which allow you shop now and pay later for your purchases but receive your parcels immediately! For all the details and to choose the one for you please visit our information pages for Zippay, AfterPay and Sezzle.

WHAT CURRENCY CAN I PAY IN?

Though you can view prices in a variety of currencies (see ‘Currency Selector’ in the top bar) all prices are ultimately charged in Australian dollars.

CAN I USE A PROMO CODE AND GIFT CARD ON THE SAME ORDER?

Why yes you can! Gift cards are a valid form of payment and therefore you can use a discount code with gift cards. However, you can only use one discount/promo code per order.

IS MY PAYMENT SECURE?

When it comes to your information, we take our responsibilities and obligations very seriously. All personal information such as contact, shipping and billing details are encrypted and securely communicated to us via a secure server using SSL technology. We never see the full details of credit card information entered.

SECURE PAYMENT VIA CREDIT OR DEBIT CARD

Erstwilder offers a secure payment service via Shopify Pay which uses ‘Stripe’, an industry leading card processing authority that exceeds the most stringent security standards. For more information on Stripe, please visit the Stripe website.

SECURE PAYMENT VIA PAYPAL

Erstwilder offers payment via PayPal. Through this service your payment details are never exposed to us and are securely encrypted on PayPal’s own servers. For more information on PayPal, please visit the PayPal website. Please not we do not accept eCheque via PayPal.

DO YOU HAVE A REWARDS PROGRAM?

We sure do! With the Erstwilder Rewards Club you’ll receive points for every dollar you spend, which you can redeem for discounts on future purchases. And, if you want even more points there’s lots of ways to do that too, without spending a cent. Just signing up gets you 1,500 points to start with. It pays to be quirky! For full program details and to get started please visit the Rewards Club page.

CAN YOU REPAIR DAMAGED PIECES?

We don’t currently offer repairs, but minor issues can often be fixed easily if you’re outside of our returns and exchanges window so do ask us! We do have a fantastic returns and exchange policy though and for all the details on this please head across to our Returns Information.

WHY CAN DESIGNS VARY SLIGHTLY FROM PIECE TO PIECE?

Many hands are involved in producing an Erstwilder design. The process begins with our illustrators hands; creating unique, original character-based artworks. Once the layers of a given design have been laser cut, the layers and all components are then assembled by hand. Any additional painted detailing is also completed by hand. Because of the manual and human approach we take to production pieces may have slight variations in component sizes, colouring and even resin patterns. We like it this way and tend to think it makes our designs as unique from each other as the wonderful people wearing them.

WHY DO DESIGNS LOOK SLIGHTLY DIFFERENT IN REAL LIFE THAN THE PHOTOS ONLINE?

Resin is notoriously difficult to photograph due to its reflective nature. We’re often told photos simply don’t do our designs any justice. Colours also display differently on different computer monitors. That said we always do our best to photograph designs to show their colouring as accurately as possible.

DO PIECES COME IN GIFT BOXES?

But of course! Well, mostly 😊 All of our core Erstwilder jewellery line (including all brooches, earrings and necklaces) arrive packaged in a delightfully branded gift box. Designs released after February 2015 also include an insert in the lid featuring the design's original sketch, name and story. Designs which include packaging but not our round gift boxes include Erstwilder Essential earrings and scarves.

WHO COMES UP WITH ERSTWILDER DESIGN NAMES AND STORIES?

We do! And it happens to be every team members’ favourite job here at Erstwilder HQ. The design team, the illustrators, the person answering the phone and the person picking your order all participate in the creative process. And every now and then we throw it out to our community of ‘Erstwildians’ (you!) on Facebook and Instagram to help us name pieces. Last time you named ‘Oscar Wildenfox’ and he’s become one of our favourites!

I HAVE A GREAT DESIGN IDEA. WANT TO HEAR ABOUT IT?

Yes, please! We’ve even dedicated a page to it on our website. Head over to the Suggestion Box and tell us what we should make next! All your ideas are fed right through to our design team; they love it when some fresh sparks are thrown into their brainstorming sessions.

DO YOU HAVE ANY STOCKISTS IN MY AREA?

Check out our stockist page to search your area for recommended Erstwilder stockists. Note that no stockist carries the entire range so either shop online with us or email our team at hello@erstwilder.com and we’ll help you find the designs you’re after in a store near you. Alternatively you can try you luck in the ‘Erstwilder Shop Local’ group on Facebook which has been set up by us specifically to connect you with stockists near you.

WHERE IS ERSTWILDER BASED?

Erstwilder is a proudly Melbourne based label. We’re a true homegrown, owned and operated Australian business.

WILL I RECEIVE A PRINTED INVOICE?

We’re always looking at ways we can reduce our impact on the environment so, as of September 1 2018, we’ve gone paperless! Rather than including a printed invoice in your parcel you’ll find a link to your invoice in your order confirmation and shipping confirmation emails. We estimate this will save three average size pine trees every year! Can’t find the link? Email us and we’ll email you a copy of the invoice.

CAN I SUBMIT FEEDBACK?

Oh, we love feedback! Almost as much as we love baby pandas, ice cream and Bettie Page. If you’ve got something you want us to hear, send it on through to hello@erstwilder.com.

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