bird FREE SHIPPING FOR ORDERS OVER $80 FREE SHIPPING FOR ORDERS OVER $150
21 DAYS RETURN 21 days return image
my_currency my_currency my_currency my_currency my_currency my_currency my_currency

FAQs

Erstwilder Frequently Asked Questions


How can I pay for my order?
In our 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 design s for you! You can checkout with all major credit and debit cards and PayPal. Lay-By payments are available and Australian customers can shop now and pay later with zipPay and afterpay - see below for further information on these payment methods.

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.

Secure Payment via Credit or Debit Card
Erstwilder offers a secure payment service via 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.

Can I order with Lay-by (Lay Away)?
Yes! Thanks for requests from our fans we've added a payment option called Lay-Buy Powered by Paypal. It is available for all orders with 5 items or more. For full details check out the Lay-by Policy Page.

Can I order with zipPay or afterpay?
zipPay and afterpay have both arrived on ERSTWILDER.COM for our Australian shoppers - unfortunately neither are yet to be made available internationally. zipPay and afterpay 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 zipPay Information Page and afterpay Information Page.

Can I change my order?
We work hard to get your goodies out the door fast, usually within 24 hours but within 48 hours of receiving your order at the very latest. To achieve this we cannot make any amendments once your order has been processed. This includes shipping address, cart changes or combining or cancelling orders. For information on our returns policy please see our Returns page.

What currencies can I pay in?

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

What does shipping cost?
We’ve got too much to say to say it all here! For complete shipping information jump across to our Shipping & Returns page for all the info you’re after.

I’d like to submit some 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.

Can you repair damaged pieces?
We don’t currently offer repairs but we do have a fantastic returns and exchange policy! For all the details head across to our Returns page.

Where is Erstwilder based?
Erstwilder is a proudly Melbourne based label. We;re a true homegrown, owned and operated Aussie business.

Where are Erstwilder products designed and by who?
Right here in our hometown of Melbourne, Australia. Though originally designed by Louisa Camille, since late 2014 we've worked with an amazing mix of Australian illustrators and artists. These incredibly talented women are responsible for the design work which brings their collections to life. Though elements of the design work is done remotely (within Australia) by the illustration team, all designs are refined, finalised and submitted into production from our Melbourne HQ. Erstwilder design work has and always will be completed locally.

Where is Erstwilder made?
Production has always been completed in China, with components and being sourced across Asia. We've worked with the same resin manufacturer right from the beginning and have, over the years, developed wonderful relationships with our equally quirky production team, becoming very close with the small family owned resin producer.

Are Erstwilder designs ‘hand made’?
Well, neither ‘yes’ nor ‘no’ is quite sufficient here! Our designs are not made exclusively by hand, though part of the process is completed this way. Designs are produced initially from laser cut sheets of resin. Layers are then hand assembled to create that Erstwilder signature depth and dimensionality. All painted detailing is also finished by hand.

Is production 'ethical'?
Most certainly! Our owners and management team visit the production facilities regularly each year to ensure that workers are operating in an environment which is fair and ethical and the small family owned and operated business responsible for production share these values. No employees are under the age of 18, salaries increase each year in line with living costs and all employees are entitled to join unions should they so choose. Additionally, an independent government organisation visits the facility to ensure all production processes are safe. As a label that exists to spread a little joy in the world, the safety and fair treatment of our production team is of the utmost importance to us.

Why do designs sometimes vary slightly from piece to piece?
As we explained above there are many hands involved in producing an Erstwilder design. The process begins with our illustrators hands; creating unique, original character-based artworks. Once a given designs' layers have been laser cut the layers and all components (pieces) are then assembled by hand. Any additional painted detailing is also completed by hand. Because of the manual 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.

What are Erstwilder designs made from?
The main component of all our designs is resin, reminiscent of that gorgeous 1930’s Bakelite originally used for vintage radio and telephone casings. Our brooch pins, earring posts and necklace chains are made from a base metal, all lead and nickel free to minimise the chance of allergic reactions.

What do you mean by ‘Limited Production’
Yes! All Erstwilder designs are produced in a maximum quantity of 1000 world-wide. From time-to-time very popular pieces are brought back with new resin colours or textures but once the 1000-piece production limit is reached, the design is taken off production never to return! In the early years’ production was capped as low at 200 units. The label has increased this over time to be able to meet the demand from our community but designs released prior to the maximum limit change will remain at those initial limits and the maximum production will never exceed 1000 to ensure the collectability of the designs. This does mean we can sell out of styles quickly so snap your favourites up before they disappear… for good! 

Does every piece come in an Erstwilder gift box?
But of course! All Erstwilder designs 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.

Who comes up with your 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 fans on Facebook and Instagram to help us name a piece. 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 stockists in my area?
Check out our stockist page to search your area for recommended Erstwilder stockists. Plug in your post code and away you go! 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.

Who are those gorgeous ladies featured in your product photos?
We have an amazing mix of ladies we work with. Some are models in our photo shoots while others are wonderful women we have connected with who provide gorgeous photos for us to use. You'll find the likes of Teer Wayde, Kayla of Gracefully Vintage, Nora Finds, Miss Victory Violet and Amanda and Katie from Junebugs and Georgia Peaches among others popping up on product pages. If you’re an influential blogger or instagrammer and love Erstwilder you might want to work with us too! Find out more on our Join the Team page.

How do I become an Affiliate?
We're developing a great affiliate program for all you bloggers and instgrammers out there, who love talking about and wearing Erstwilder. Get in touch with our team via press@erstwilder.com for more information.

Why do designs look slightly different in real life to the photos online?
Resin is notoriously difficult to photograph due to its reflective nature. 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.