FAQ
Ordering & Shipping
Where is my confirmation email?
This is automatically sent to your email address when you place an order. Please check your spam and promotions folder - occasionally we end up there.
If you do not receive your order confirmation email within 12 hours of placing your order you may have entered your email address incorrectly. Please email us and we'll resend it straight away!
Can I update my order?
If your order has not been fulfilled, please email us with your order number and the details you'd like to change.
Your order cannot be updated if it has already been fulfilled.
What are your handling times?
We're excited for you to receive your products too! Kindly note, our handling times do not include shipping and delivery periods
Personalised Frames
Due to their customised nature, please allow up to 3-5 business days for your order to be made and dispatched. Exceptions may apply during promotional and busy holiday periods
Jewellery
All jewellery orders will be dispatched within 2-3 business days
Polaroid Prints
All Polaroid Print orders will be dispatched within 2-3 business days
Bouquets & Flower Boxes
All Everlasting Bouquets, Flower Boxes and Personalised Bears orders will be dispatched within 3-5 business days
Please refer to our Shipping & Delivery page for shipping times relevant to your country
Can I track my order?
Yes! We’ll provide updates at every stage of your order, from the moment you place it, through to dispatch and delivery. A tracking number will be sent in a "your order is on the way
email.
If you're unable to locate your shipping notification emails please check your spam folder or contact us
What countries do you ship to?
We ship worldwide from Sydney, Australia! Please visit our Shipping page for more info.
How long does shipping take?
The below timeframes are estimates only and will vary country to country
Australia:
Standard 3-5 business days
Express 1-2 business days
NZ:
Standard 5-8 business days
Express 3-5 business days
USA & Canada:
Standard 6-9 business days
Express 3-6 business days
UK:
Standard 6-8 business days
Express 4-6 business days
Europe (*dependant on country):
Standard 8-12 or 10-18 business days
Express 6-10 or 8-12 business days
*Please visit Australia Post's website for delivery times specific to your country here
Asia (*dependant on country):
Standard 5-7 business days or 10-18 business days
Express 3-6 business days or 4-11 business days
*Please visit Australia Post's website for delivery times specific to your country here
Rest of the world:
Please visit Australia Post's website for delivery times specific to your country here. Once the parcel lands in your country and goes through customs, your local courier will handle the delivery.
There's a charge in my bank account but my order didn't go through?
We're so sorry for the confusion! What you see in your bank account is an authorization (pending charge) and not a real charge and will be reversed in a few days.
In this situation, your card was not billed and we did not receive your order. Instead, an authorization has been placed on the card (which if you use a debit card may appear as a “charge” since it temporarily lowers your available spending limit). This can happen as we've enabled AVS (Address Verification System) or CVV rules to help protect against fraudulent transactions.
The processing bank sent the request to charge your card, and initially an authorization was approved, but, secondarily, the AVS or CVV rule failed, so the payment gateway declined the transaction. We apologise for the inconvenience, this system is in place to protect you and us! 💙
Returns
Can I return or exchange an item?
Due to the personalised nature of our products we do not offer refunds. If you wish to cancel your order, please advise us within 24 hours of your order being placed. If you ordered a frame and your photo has already been printed after this period, a $2 fee will apply.
Jewellery
Unfortunately, we are unable to accept returns or provide exchanges on our earrings due to hygiene reasons.
My order has arrived but it’s not as I expected. What can I do?
In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email us with the following details.
Your order number: #
The product name:
Photographs of the defect:
What should I do if I receive a wrong product?
If you received a product different from the one that you ordered, sorry about that! Please contact us within 14 days and we will be sure to get you the products you ordered!
How do I cancel my order?
Please email us witin 24 hours of your order being placed. If you ordered a Personalised Frame and it has already been made, unfortunately we do not issue refunds or cancellations due to their customised nature.
Personalised Frames
Do I have to send a physical polaroid/picture?
We print your photo for you! All you have to do is upload any digital photo onto the corresponding product page - photos from your phone or camera will work perfectly! If you have a physical photo, high quality scans are also acceptable
What are the best photos to choose?
Polaroid Frames
Please avoid photos that are taken at night unless a flash camera is used, avoid having faces close to the edge and photos that have a light filter.
Generally, the best photos for our Polaroid Frames are ones taken in natural sunlight or outdoors. When printed, shadows will become harsher and highlights will become brighter.
Line Art Frames
The best photos to choose are upper body or full body shots. If we deem your photo is not suitable, we will reach out via email and try to find the best solution for you!
How do I crop my photos to the required ratio?
In your phone's gallery, simply click 'Edit' followed by the 'Crop' tool. A variety of ratios will pop up. For polaroid frames please use 5:7 and for photo frames please use 3:4 or 4:5. If you're having trouble cropping your photo, we can do it for you!
Can I change my photo?
You may change your photo within 24 hours of placing your order by emailing us at hello@empyreanthecollective.com.
After this period, if your photo has already been printed a $2 fee will apply to print a new one. If you cancel your order and your photo has already been printed, the $2 fee will be deducted from your refund.
Can I change my text or flowers?
Yes, it is possible! Please email us within 24 hours of the order being placed so that we can make note of your changes.
Your order cannot be updated if it has already been fulfilled.
Can I send you flowers for you to use in the frames instead?
Yes we would be honoured to make a special frame for you! Please contact us so this can be organised. Note, a custom fee will apply and flower pressing takes 2-3 weeks.
If you are from Sydney, a pickup can be arranged however if you are from interstate/overseas, you will have to press the flowers yourself to avoid withering during shipment. Don't stress, we'll guide you throughout the process!
When will I receive my frame?
Depending on your order number and frame design, frames are made within 5-8 business days.
If you are ordering for a special event such as an anniversary or bithday, please account for our handling and shipping times.
More information on delivery times can be found here
Jewellery
What is your jewellery made from?
Our jewellery has a base of 925 sterling silver, a precious metal, and are electroplated with a fine layer of 18k gold for a shining finish. Some of our earrings are also adorned with Cubic Zirconia crystals so you can enjoy the diamond appeal minus the price tag!
I have sensitive skin, can I wear your jewellery?
Absolutely! Our earrings are made from solid 925 sterling silver – a precious metal that possess hypoallergenic qualities and is ideal for those with sensitive skin. Our pieces are made without the toxic three – nickel, lead and cadmium which are culprits of skin irritation.
Can I swim/shower with my jewellery on?
We suggest always taking off your jewels before swimming/showering. This will ensure that your plating lasts for as long as possible and so that your jewels stay clean and sparkly. Crystals in particular, will dull if exposed to chlorine or salt water.
Can I exercise with my jewellery on?
We suggest always taking your jewellery off before exercising as sweat can damage the plating of your piece. Additionally, while strong, our jewellery is still fine and delicate and will break if pulled during vigorous activities.
How do I take care of my jewellery?
It’s important to remember that all metal is susceptible to natural wear and will eventually oxidise, fade or require expert maintenance in its lifetime. Maintaining your gold plated pieces is a simple task that can increase the longevity of your jewellery. Please refer to our jewellery care instructions here.
How will my jewels arrive?
If you purchase multiple pieces, they will be packed together in our signature Empyrean boxes. Complementary pouches on earring and necklace orders are provided according to the individual order. If you would like more than one pouch for gifting reasons, please leave a note at checkout or contact us prior to dispatch.