We ship worldwide, and accept AfterPay within Australia & NZ We ship worldwide, and accept AfterPay within Australia & New Zealand.

Frequently Asked Questions

Email Support

You can email us directly if you can't find what you're looking for



We do! However, AfterPay is currently set up for Australian & New Zealand residents only at this time. 

We look forward to hopefully offering AfterPay to other countries as soon as it is available for us to do so!

General FAQs

Queensland, Australia. However, we ship WORLDWIDE and have done so since 2013. We have an official Australian Customs permit that allows you to send your materials to us from overseas

Inclusions must be sent within 6 weeks of ordering. Please be mindful to only place an order if you will be prepared to package and send your inclusions off to us within this time frame. 

An automated email will be sent after 6 weeks to remind you to send your items to us if you haven't already done so.

Beautiful things take time, especially when they are lovingly and professionally handcrafted using both such organic & personal inclusions, with made to order high quality solid golds and silver jewellery.

Once your package arrives into the studio, it can take anywhere between 4 - 12 weeks for us to create, finalise and send home. Melanie, our sole creator and magic multi-tasker, is in the studio full-time most weeks to ensure we are working as efficient as possible. Our customers can use the  Track your order page to keep up to date.

We are both passionate creators & Mothers, with our core belief honouring balance.

We only guarantee sending home remaining cremation ash and umbilical. If we are working with hair or fur and are aware they are from someone who has sadly passed on, we will always include the left over fur or hair if there is any remaining.

We do not send back milk, either preserved or non preserved, and reserve the right to dispose of unused milk. We typically store some left over milk in the studio for a period of time after an order is complete, for peace of mind.

Please do not send us all that you have of any type of materials being used. We would rather you send a small amount than be disappointed that you no longer have any for safe keeping. 

We are a professional and in demand handcrafted service that works with a high level of orders both locally and internationall. Each order deserves the highest level of thoroughness, care and respect, and to achieve this, we require the time to do this

Working with milk involves using only professional preserving methods to ensure your milk will remain the same as the day you receive it. We do NOT use a craft project DIY powder method for preservation, and this can contribute to out turnaround time

We care dearly about our customers and their heart felt possessions. If you feel overly anxious about allowing another person to handle your personal items at this time, then perhaps wait until you are most comfortable in doing so.

Sorry, we do not create custom designs as we work with an extremely high volume of orders and time does not permit this.

While we do have a wide variety of settings to choose from, we can not alter a style or change the shape of a stone etc unless specified in the listing.

Important order questions and information

Please make sure you are certain on your design choice, your ring size, and any potential shimmers or flecks, prior to purchasing. Once you place your order you will not be able to make changes to the design, metal choice, or size.

You may change your flecks and shimmer choices prior to sending your package to us, however you will be required to email us to do so to ensure we have the correct details saved to your order and avoid confusion.

Ensure you have used the 'special instructions' box at checkout to add all sizing notes, engraving (only on specified designs), shimmers, and other choices. Please email us directly after purchase if you cannot find this box.

Once your order is placed and materials have been sent to us we cannot add to an existing order. You will be required to create a new order and may need to send materials for this separately, depending on multiple factors & each individual circumstance. 

This may cause a delay in your first order being sent within our standard turn around time, or each order will be sent seperately.

Please always email us at beyondthewillowtree@outlook.com if you are thinking about adding an additional order.

Yes, if you have made an order and haven’t yet sent within the 6 week guideline as yet, you can add another design. Ensure you send enough materials for all pieces and you MUST state all order numbers on the back of your envelope and inside your package to avoid confusion. 

Please email us first so we can add important notes to your existing order.

Please always alert us straight away by email at beyondthewillowtree@outlook.com & we will update your details on your online order.

We highly recommend using an alternative address if you think there's a possibility you may be on holidays/moving house in the 12 weeks post sending your package.  If you fail to alert us right away before we send your package, we take no responsibility.

If your package is under the category 'creating', it may be too late to make this change.

Any orders where a customer has not sent their inclusions to us within 12 months will be automatically cancelled with no refund or store credit given, and ruled as failure to supply due to something beyond our control.

For orders older than 3 months, and up to 12 months, we will check your original design is available, or in our studio. If it is not, we will then give you a store credit to use within 30 days, minus a $10 admin fee.
We absolutely understand that life events like illness can happen, however, the best way to avoid any disappointment is ensuring you are ready to proceed with packaging and sending at the time you place your order.
The responsibility to send inclusion materials for us to be able to fulfill our part of this service is with the customer. We are a small business and as such, we pay for an ongoing list of resources and fees per order. It is extremely important for us to finalise an order at the fastest time possible.

This is absolutely normal! All natural elements we work with is as individual as you are. Colours of all inclusions vary from person to person, so there will never be one which looks exactly like the next. The use of shimmers and flecks may also not give the exact same effects or colour, but this is one of the reasons your keepsake is so special. It can never be exactly replicated.

We have been designing and handcrafting using these specific elements since 2013, however, even in our professional experience, there are times we may find a little bubble captured. Or perhaps some strands of hair that have moved during the curing process. We take pride and joy in what we do, and we work our absolute best to give you the most beautifully created keepsake we can.

Each piece of jewellery is handmade from start to finish, so your inclusion stone may not be flawless, like that of a machine made stone.

In saying this, if there is something wrong with your order which clearly shows was a flaw that could have been managed and avoided (judged case by case), we will be more than happy take a look at this and work with you to find a perfect solution.

Please email right away at beyondthewillowtree@outlook.com to discuss.

We understand that each piece holds an emotional bond and connection, however as an artist, Melanie can only work with the materials she receives in a way that works for that particular piece. What you see on the website is a picture of someone else's finished piece, this may not be what you will exactly get - However possibly very close! 

Colours and textures play a huge part in how each piece will work, and by purchasing a design by us, you are happy for us to use our skills to create something special for you which is handmade, accepting there may be a slight imperfections. 

In the case of imperfections, there are a variation of normal possible imperfections such as a little bubble, and there are abnormal imperfections. We are always more than happy to discuss further if this situation does occur!

We will always strive to use our creative judgement and create a keepsake for you that you will love and admire every day.

Packaging & sending to and from us

After placing your order, you will receive detailed instructions attached to your automated confirmation email, along with the password to our after purchase info pack. If this email doesn't arrive to you within 15 minutes, please check your junk folder!
In the meantime, you can find a guide to sending each inclusion below;
Packaging Milk HERE
Cremation Ash HERE
Packaging Hair HERE
Umbilical & birth inclusions HERE

Sorry we are unable to provide this service. 

Sorry, to avoid confusion we cannot combine orders.

Once per week to once per fortnight. We typically work in volumes each fortnight, then post these completed packages home all togerher at the end of that two week period. Less volume weeks may see packages posted in 7 - 8 days.

Australia - 3 - 5 working days express post
Overseas - 7 -14 working days express post

Please note that we cannot control postal times, and the estimates above are based on current estimates.

Within Australia 

Express tracked - $12
Express tracked & insured up to $599 with signature on delivery - $19
Express tracked & insured up to $1200 with signature on delivery - $33

Overseas (displayed in AUD)

International express & tracked- $35 AUD
International express tracked + $599 insurance + signature on delivery- $45 AUD
International express tracked + $1200 insurance + signature on delivery- $70 AUD

International customer FAQs

Some countries may have an Import tax & Import duty fee payable at the time of your packages arrival into your country. All countries within the EU incur this fee. For all other countries, please check the import tax & charges on your local government website.

International customers are responsible for paying customs/duties/taxes in their own country, and Beyond The Willow Tree do not accept responsibility for these charges.

Gift certificates

You will receive an automatic email after purchase which contains your gift certificate & code to use at checkout. You may print and/or email as you please. We suggest writing the code into a lovely card to be presented to the recipient.

Please note that gift cards are valid for 36 months from the date of purchase.

Repairs and faults

Repairs are honored when you've experienced an unusual fault beyond the normal handcrafted expectation.

Each repair will be judged case by case, and we are always happy to work with you and give you the best experience possible!

We do our best when it comes to creating these special pieces for you and we aim to ensure all jewellery is inspected prior to packaging to rule out any possible faults.

Please forgive us if something isn't qute right, we're here to help!


Returning a fault 

Please contact us at beyondthewillowtree@outlook.com within 7 days of receiving your jewellery, with all relevant photo's & a description of what is at fault.
Faults after 7 days of receiving your jewellery can happen, however, we may take wear & tear into consideration after 14 days. We are very experienced in recognising faults Vs accidental damage and always aim to work with you to give you the most honest service we can.
In 9 years of experience, faults & accidental damage are rare & usually minor & straightforward for us to manage, so please know that we will do everything to assist you with the least amount of stress possible.

We will likely require for you to post your item back to for a full inspection.

You must send your item back to us securely within 14 days of reporting the fault or repair, preferably in the original packaging or bubble wrap. Please write 'URGENT REPAIR' on the outside of your package.

Any item which is to be at fault of the customer (accidental damage); We will take a look for you and help find a solution to repair this at the customers expense, starting from $20aud. This includes, and not limited to, replacing clear protective layers, re-tightening stones, repairing bent shanks and other precious jewellery parts, and removing stains on your stone. We all have accidents at time, so please don't hesitate to reach out if this is the case.


Email us at beyondthewillowtree@outlook.com with your photos and concerns

If your piece requires repair, we will forward on the best postal address for your returned item.

Take a photo of your tracking number and receipt, and email us a copy of this so we can refund you the agreed amount paid (as per guided below), via your original order.

If sending from within Australia;
For a fault of our own - We will cover the cost of this postage option (typically around $11). For any upgraded postage costs such as insurance, we will cover only the express tracked amount & the outstanding amount for insurance will be at the customers cost.

For fault or accident by the wearer - You will be responsible for postage costs. 

If you are sending from overseas; 
Foar a fault of our own - Please send your package via regular post with tracking. If you wish to upgrade your package to express or insured, please note that this extra cost will be up to the customer, as we agree to cover up to $21 (which is around $26.52AUD)

If in the US, this is First-Class Package International Service™ which costs $18.25USD (with tracking).

Please send your package back to us in its original jewellery box to prevent damage through the post. If you do not have this anymore, please send in layered bubble wrap and pop into another secure small bag or box.

For fault or accident by the wearer - You will be responsible for postage costs. 

Once your package is received by us; We will add your name to our arrived list (possibly directly into creating) and aim to have your jewellery checked and repaired within 2 weeks of receiving. Once repaired, we will package and send via the chosen postage method as your original order. Please keep an eye out for an email from us containing your postage notification & tracking.

Repairs may be subject to fees and postage and is discussed case by case via email prior.

We aim to ensure all jewellery is inspected prior to packaging to rule out any possible faults.

We are always happy to work with you and give you the best experience possible!