Client Responsibilities Before Placing an Order

1. Client is responsible to have read and understand all policies, terms and conditions in full.

2. Client is responsible to have read and understanding the website FAQ page and other website information in full.

3. The client is responsible to have read and understanding the shipping guide in full.

4. The client agrees to secure in advance the required elements, in appropriate amounts, to create the desired product before placing an order.

5. Client agrees to send elements for creation into jewellery within six weeks of placing an order. Failure to do so may result in the voiding of the original order for a store credit that can be applied to a new order.  Any pending order, gift certificate or store credit is valid for 3 years from the date of original purchase. Any pending order, gift certificate or store credit not utilized before 3 years from the date of the original purchase will not be honoured or refunded.

6. Client agrees to under no circumstances send the very last of any inclusions to A Piece of my Heart for preservation and agrees to reserve some of these elements at home.

 

Client Responsibilities After Placing an Order

1. Client agrees to send inclusions to A Piece of my Heart within 6 weeks.

2. Client agrees to inspect completed pieces immediately upon receipt.

3. Client agrees to contact A Piece of my Heart via email within three days of receiving their order as indicated by the delivery time stamp on the postal tracking regarding any errors, discrepancies, or other concerns about the physical product

4. Client agrees to follow all jewellery care instructions in order to preserve the quality of their jewellery.

 

Change of Mailing Address
Due to our payment merchant terms and conditions we are unable to change your mailing address after your order is placed. This is to ensure we maintain our eligibility to remain a customer via our payment merchants across the board.
If you require to change your address of your order you can sign into Australia Post via the address supplied at the time of placing your order and Redirect It. Alternatively you can call Australia Post and have your order redirected. 
As we are not the customer we are unable to do this for you due to Privacy and Security reasons.

​

Terms and Conditions

By placing an order and completing a purchase with A Piece of my Heart, the customer is expressing agreement to be bound by all shop policies, terms and conditions. The Customer understands that a tangible jewellery product will be created using their own elements provided and mailed to the A Piece of my Heart studio at their own expense, and it is these elements that will be used to create their personal DNA jewellery.

​

By choosing to place an order with A Piece of my Heart and use the elements of their choice for preservation, the customer understands that we are using natural elements that have expected variations and that the completed piece may not resemble any completed pieces that have been seen, photographed and published by A Piece of my Heart onto their website or any social media pages.  These photographs are intended to be a catalogue of previous work and do not guarantee any specific outcome of any particular piece. This includes but is not limited to the colour of the finished piece, placement or settling of inclusions, textures, or other visual differences.

​

By placing an order with A Piece of my Heart, the customer understands that the elements provided to be created into jewellery will be the largest determining factor in the final look and outcome of the piece and that this is beyond the control of the creator.

​

By placing an order with A Piece of my Heart, the customer understands that with all custom created/made-to-order we cannot guarantee a final outcome or guarantee specific satisfaction of the customer for the final outcome of a particular piece. The customer agrees to examine the portfolio of A Piece of my Heart to determine if the style and artistic eye and skill of the designer meets the customer's artistic preference while understanding that no previously created work is guaranteed to be replicated.

​

The customer agrees that more satisfaction issues can arise if there are unclear or ambiguous requests and instructions given or incorrect information supplied. The customer understands that A Piece of my Heart holds no responsibility for any final outcome that does not meet the customer's satisfaction that is a result of incorrect or ambiguous information given by the customer. Please note that A Piece of my Heart is always available for consultation prior to placing an order, and we encourage all customers to take advantage of that opportunity.

​

The artists behind A Piece of my Heart will never make a direct copy of another artists work. If the customer is seeking an identical replica of another artists work, the artist at A Piece of my Heart will directly refer the customer to the artist/original maker of the piece they have expressed interest in.

 

Refunds, Returns and Exchanges

By placing an order with A Piece of my Heart, the customer understands that they have TWO consecutive days to cancel said order and that there will be a 20% cancellation fee of the total order cost. You understand that after two consecutive days, no cancellation or refund will be available at all.
If a refund is considered for any other reason, it will be given minus a $85 fee to cover preservation of inclusions and/or setting casting costs and transaction fees.

By placing an order with A Piece of my Heart, the customer understands that there are no returns available for our products due to the highly personal elements and nature of this type of product. The customer understands that there are no exchanges available at any time for completed or in process jewellery.

By placing an order with A Piece of my Heart, the customer understands that after two consecutive days, there are no refunds for any orders regardless of whether the customer sends in elements for creation. Failure to send in elements to be created into jewellery does not warrant a refund for any placed order.

A Piece of my Heart - Breastmilk Jewellery & Memorial Art cannot control services outside of our studio; therefore, we are not responsible for inclusions lost en route to the studio. We are only able to issue refunds for services rendered by A Piece of my Heart - Breastmilk Jewellery & Memorial Art itself. Shipping services are not within our control; therefore, we cannot issue refunds on shipping totals. If inclusions are lost en route to our studio, we are only able to issue refunds on payments made to our company for our services.
Once Breastmilk has been preserved it is then kept on file for 12 months in case of a warranty claim or wanting to reorder another piece. Once your milk is preserved it then becomes the property of A Piece of my Heart - Breastmilk Jewellery & Memorial Art. Due to Health, Safety and privacy reasons raw preserved Breastmilk Powder cannot be sent back. We have a number of options to use up the remainder of your milk on file. If you do not wish for your milk to be kept on file, please let us know and any leftover milk will be destroyed. 

​

Having your piece resized or related by another jeweller will void the warranty with A Piece of my Heart - Breastmilk Jewellery & Memorial Art and potentially put your DNA stone at risk of being damaged.

​

Plated Jewellery: Plated Jewellery although is plated over Sterling silver, Will fade to silver over time. Plated Jewellery requires regular plating to keep the plating colour. This can be arranged for a fee of no less than $80 but the design of the piece will be quoted upon inspection by the jeweller.
 

If you cannot replace the inclusion being sent please do not order/send it.

It is not the responsibility of A Piece of my Heart - Breastmilk Jewellery & Memorial Art to replace lost inclusions or parcels.

Inclusions may be changed in the event of not being unable to supply the original inclusion for instance; hair or dried florals to replace breastmilk 

In the event, this isn’t achievable a store  credit may be given 

By placing your order with A Piece of my Heart - Breastmilk Jewellery you are agreeing to these terms and conditions.

​

Warranties

A Piece of my Heart offers a 30-day warranty for any jewellery settings sourced through our business. Any failure of our jewellery settings within 30 days of receiving your jewellery as indicated by the postal tracking delivery timestamp will be considered a manufacturing error and will be rectified as deemed necessary by A Piece of my Heart. Customers experiencing any manufacturer defects to their jewellery settings are expected to contact A Piece of my Heart immediately to arrange rectification of the issue and are expected to mail their defective item back to A Piece of my Heart within two weeks of contact about the issue.  Jewellery not mailed back within this two-week time frame will not be addressed and rectified by A Piece of my Heart.

​

Please be advised that our 30-day setting guarantee only applies to complete jewellery settings that are purchased directly through A Piece of my Heart. Any jewellery parts such as wire wrapping services or jewellery settings (rings, pendants, etc) obtained and purchased separately from A Piece of my Heart are purchased at the sole discretion and responsibility of the customer. We do not accept responsibility for any design work or jewellery settings purchased separately from another artist to be used with our DNA artistry. The customer assumes responsibility for these pieces and assumes sole responsibility if their separately purchased jewellery setting becomes damaged or broken. A Piece of my Heart will not remake or repair a DNA stone for free that is set into a broken and irreparable jewellery setting that was purchased separately outside of A Piece of my Heart, including settings purchased separately with our collaborating artists and metalsmiths. 

​

Warranty defects do not include any issues that appear to be the result of improper care by the customer or abusive use of the jewellery and these circumstances are determined at the sole discretion of A Piece of my Heart. This warranty does not include improper or abusive treatment and handling of the jewellery by the customer or anyone else in contact with the jewellery, including professional jewellers with the exception of A Piece of my Heart’s collaborating metalsmiths. Any damage or breakage to the jewellery after 30 days will fall outside this warranty period and is not the responsibility of A Piece of my Heart, and by placing an order with A Piece of my Heart, you agree to our warranty terms.

​

The quality and longevity of your DNA stone have no specific warranty attached to it because the long-lasting quality of the DNA stone is directly determined by the care and treatment is received from the recipient. The customer understands that following all jewellery care instructions provided by A Piece of my Heart is absolutely critical to the integrity of the DNA stone quality and life and that A Piece of my Heart will not be responsible for any damage, loss, repair or attention needed to any DNA stones that have resulted in improper handling and care by the wearer. Breastmilk DNA stones are professionally preserved and will not discolour with proper care as described by our jewellery care instructions, which are available on our website.


Frequently Asked Questions

​

How do I find out what my ring size is?

You can follow the link below to determine which ring size you will need to select
Please be advised not following the printout instructions correctly and result in the wrong ring size measurements, A Piece of my Heart will not be held accountable and a resizing fee will be required at the customer's cost. For an accurate measurement of your ring size please order a mailing kit with a ring sizer included or pop into a local jeweller to have your ring size determined.

 

http://www.ringsizes.co/sizingtool.pdf

​

What is your current turn-around time for DNA jewellery?

Approximately 8-20 weeks from the time your inclusions are processed in our studio - this time frame is subject to change based on circumstances.   While it may take the full 20 weeks, most designs are completed and shipped before this date - however, we do please request that you plan on a 20-week time frame in planning your purchase. We are a small business run by full-time mamas, and we work collaboratively with other small businesses - we ask for understanding if your item exceeds our stated turn-around time. 

Additional Turn-Around Time Considerations:

Turnaround time is based on the time your inclusions are processed, not from the date of order.

Many of our designs are collaborative, meaning that we await the setting from another artist creating hand-made settings. Delays caused by a collaborative artist are possible and can affect overall turn-around time. 

   

Will my breastmilk jewellery go bad or discolour over time?

If cared for properly, then no! Your breastmilk is professionally preserved with our proprietary process of chemicals and high heat, effectively killing any bacteria or contaminants that would cause your stone to discolour. However, we have our care instructions for a reason! This especially applies to resin-based breastmilk jewellery. Resin is essentially a plastic and needs to be treated with care. It is susceptible to damage and some damage such as chemical stains or UV or high heat exposure can discolour the resin itself. It isn’t the breastmilk that would change colours, but even clear resin with nothing encased inside can yellow over time if it isn’t cared for properly. 

​

Do you accept custom orders?

Yes! We accept custom orders on a limited basis depending on time availability and our confidence that we can create your vision for you. Please email us at sales@apieceofmyheart.com.au with as much detail as possible to begin the process for a custom quote.

​

How does the ordering process work?

Our process begins when you place your order on our website. Please review all Terms and Conditions prior to placing your order. All available design options can be seen in the listing for each piece.

You will receive an order confirmation email with a link to our Guide to Mailing Inclusions. (Please check your junk/spam folder if you haven't received this email.)

You can then package your inclusions and ship them to our studio - this must be done within 6 weeks of placing your order. 

When your package arrives at our studio it is carefully inspected to ensure all your inclusions arrived safely and that all labelling is correct. We have a live tracking tab on our website where you can view the status of your order at any time and see when your inclusions were checked into the studio

You will receive an email with a tracking number when your completed jewellery has shipped. Note you receive this email when your design has been packaged, not when it has been delivered to the post office. Please allow up to five (5) business days for the tracking information to update after you receive your shipment email. International customers can expect your packaged design to be delivered to the post office within ten (10) business days.

​

How do I mail my inclusions to you?

Click here for our Guide to Mailing Inclusions

​

How much of each inclusion (breastmilk, placenta, ash etc.) is required?

Please refer to our Guide to Mailing Inclusions for a comprehensive list of all inclusions requirements.

​

When is "artistic discretion" utilized?

Many customers use our social media photos and design guide to inspire their design choices - which is exactly why we post so many photos! That said, our artist Talia has many years of experience and does reserve the right to make necessary changes if she believes the requested design choices will result in jewellery that is not up to our high standards. We believe that our customers choose A Piece of my Heart based on design style and aesthetic, and for that reason, we ask that your trust extends to our artist's judgement during creation. We will do everything we can based on many years of experience to utilize your design preferences and personal elements to create the best possible outcome for a beautiful piece that you can treasure for a lifetime.

We respect your elements and what they represent to you - if you are particularly sensitive about the outcome of your piece and granting artistic license is difficult for you at this time, we fully understand and recommend holding onto your elements to be preserved and created at a later time.

​

Can my DNA design include multiple inclusions?

A small number of our designs can accommodate milk and hair - this will be noted in the individual listing. Multiple samples of the same element are fine - for example, you may send multiple locks of hair. Aside from those situations, multiple inclusions cannot be used in our designs.

​

I have already placed my order, but there is an error, or I have changed my mind about what I want. Can I change or update my order?

All design choices are considered final once check-out has been completed and no changes can be made. If you fail to make styling selections during check-out, your design will be subject to complete artistic discretion. Please be certain of the jewellery you wish to order before making your final selections. You may email us at any time before placing your order if you would like to discuss design options and possibilities at sales@apieceofmyheart.com.au

We are unable to make any changes to the information submitted during check-out. This includes email addresses and shipping addresses. This is a limitation of our website platform and outside of our control. In the event you need to change your shipping address, please be sure to set up mail forwarding with Australia Post or have your parcel redirected via the Australia Post App/Website​

​

How do you mail back my jewellery?

All jewellery is shipped via Australia Post with tracking. We offer a selection of shipping options that offer various levels of insurance coverage. We currently offer up to $2000.00 in insurance, however for orders greater than $2000.00, please contact us before placing your order and full insurance coverage can be arranged.

A Piece of my Heart cannot be held responsible for post office loss, damage or theft either on the way to us or for your jewellery being sent home. Lost or damaged items will not be replaced free of charge, however, we proudly offer a wide variety of insurance options via Australia Post.

​

How do I care for my jewellery?

Treat your jewellery with care and like fine jewels.  We do not recommend showering, swimming, washing hands, or doing housework while wearing your jewellery.  Avoid all soaps, cleaners, shampoos, lotions, perfumes, essential oils, and other topical products while wearing your jewellery.  Avoid excessive heat and UV rays.  The use of ultrasonic jewellery cleaners isn’t recommended for the upkeep of your piece and can result in damage to your stone and the removal of Plating on plated Jewellery

​

Why does my jewellery not look like the pieces on the website?

Every piece of jewellery is made individually by hand -so no two designs will ever look the same.  Element colour, texture, the amount available and styling selections chosen are only some of the factors that determine how individual designs present when completed.  The photos on our website and social media pages are basic examples of the design style, and we are unable to guarantee any specific outcome. Please allow for variances in how your pieces look.

By choosing a handmade design and not a machine produced piece, you may also see evidence of that in your jewellery. Common variations in handmade DNA resin jewellery include small air bubbles, moulding lines/seams, variations in element placement, and evidence of hand shaping and moulding parts of your jewellery.  Very rarely is there uniform "perfection" in handmade resin work, and to invest in A Piece of my Heart is to invest in handmade workmanship and all the variations that can result.

​

What if I receive my package and I do not like my jewellery?

Our devoted designer does absolutely everything she can to create quality, handmade pieces that you will love and cherish.  Please understand that every single piece is individually crafted by hand by one person - this means that there will be slight variations and from time to time, there will be minor imperfections especially compared to having a factory produced piece.  

​

Can discount or promo codes be applied to custom orders?

Discount codes such as “flash sales” cannot be applied toward custom orders or gift certificate purchases. Any custom order or gift certificates purchases that proceed with an applied promo or discount code will be cancelled following our cancellation policies listed above. Please note that Gift Certificate codes may be applied toward custom listings and gift certificate purchases.

​

​