Frequently Asked Questions
Detailed information on the following can be found below:
- Information to know before placing an order
- Once an order is placed
- Once your order is completed & sent home
- Taking care of your jewellery & other information
Information to know before you place an order
Where are we located?
Queensland, Australia but we ship WORLDWIDE (excluding the UK due to the recent changes leaving the EU). We have an official Australian Customs permit that allows you to send your materials to us from overseas. All information is supplied to you after your order is placed.
How do I send my materials?
It is really quite easy! You will also find more of this information further down this page.
Please do not send us your materials with a declared value of more than $100. All natural human materials (eg - hair breast milk, ashes etc) are non insurable, so please do not send your package to us insured. Postal Insurance is only valid on completed jewellery (if this method of postage has been selected at checkout)
Once you place an order an automatic email will be sent to you with the password for our 'customer after purchase info pack' which appears on our website HERE. This contains our address and all in depth information needed to send your package safely to us, including the Customs permit for international customers. Please check your junk folder if this email doesn’t appear within 1hr of purchase.
How long does it take to make my order?
We work with an extremely high volume of orders, and currently this can take 8 - 12 weeks from the time it arrives to us until it is ready to be sent. We work as fast and efficiently as possible to have your beautiful jewellery home to you, however please be mindful that we are mother’s ourselves & are a very high in demand service creating everything by hand. The postal service can also vary in times that it takes to deliver so please keep this in mind prior to ordering.
What if I see an item which shows as out of stock, yet others are listed as in stock for the same design?Please email us as it may mean this particular combination has been quite popular and we need to adjust the availability
Are you able to create a custom piece?
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.
Do you send back left over items?
We will only guarantee sending back remaining ashes & umbilical stumps. Please DO NOT send all that you have of any type of materials being used. Please divide only what is required. We have no control over the postal service and can only take responsibility for your package when it is with us.
We will not send back any remaining milk back home, preserved or non preserved and reserve the right to dispose of any unused milk.
We understand this means sometimes only a very small amount will be sent to us, we would rather this than have you upset if we use all you provide.
Can i change my order if I change my mind?
Once you place your order, please know we cannot make changes as this can lead to confusion on our end and an unhappy experience for customers. Please make sure you are certain on your design choice before confirming your order. This includes flecks and shimmers.
At the time of placing your order you should see a section to add notes. Please use this section to confirm sizing, engraving (if valid), shimmers and other choices. If you are unable to find this notes section, please email us right away. We aim to forward your order onto our jeweller to begin making your ring for you within 12hrs of you placing your order, so any changes in sizing/metals/engraving means changes may not be able to be made.
If we live locally can we pick up and drop off?
Sorry we are unable to provide this service.
Do you create pieces with animal ashes/fur?
Yes we absolutely do - just order the appropriate piece and state that it is your pet's ashes or fur that you would like set.
My friends and I would all like jewellery created, can we ship together?
Sorry, to avoid confusion we cannot combine orders.
What happens when I order a gift certificate?
You will receive an automatic email after purchase which contains your gift certificate code. 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 12 months from purchase date. If you require an extension please be sure to contact us BEFORE the expiration date.
Information on providing & sending materials
Please choose the material you require more information on below and this will open in a separate browser.
More information from the above will be sent to you after you place your order regarding how and where to send to
Afterpay (payment plan) information
BTWT now offers Afterpay to Australian customers - just choose that option at check out. You are able to send your inclusions to us straight away.
Once an order is placed
Can I add more items to an existing order?
Once your order is placed and materials are sent to us we cannot add to an existing order. You will be required to create a new order and send materials for this separately. You must write the order number associated with each separate order clearly on the outside and inside of the package to avoid confusion.
I haven’t sent my materials yet (please send within 6 weeks of ordering) Can I add to this order?
Yes, if you have made an order and haven’t yet sent within the 6 week guideline, you can purchase another design. Please 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.
I am moving house and I have an existing order, HELP!
Please always ensure you alert us straight away by emailing us at firstname.lastname@example.org & 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.
Once your order is completed & sent home
How long does postage take from Beyond The Willow Tree to your home?
Australia - 3 - 5 working days express post
Overseas - 12 - 21 working days regular or tracked post
We ship packages home to you once a fortnight.
Please note that we cannot control postal times once it leaves us & best place to check on waiting time if you are concerned is with your local post office.
My jewellery doesn't look exactly like the one on the website..
This is absolutely normal given each piece BTWT works with is as individual as you are. Colours of all materials vary from person to person, so there will never be a piece which looks exactly like the next. Please remember each piece is handmade from start to finish, so won't be flawless like you receive from machine made items. If this is something that may be of concern please discuss with us first as handmade jewellery does not look like store bought, factory finished pieces.
What if I receive my package and I do not like it?
Please check our refunds policy in terms and conditions. Each piece is crafted with heart and soul by Melanie. Each piece takes time, and being handmade there is never a guarantee of a machine finish like something you will find in a store. 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 in our store, you are happy to purchase handmade (with love!) and accept there may be slight imperfections.
In saying this, if there is something wrong with your order which clearly shows was a flaw that could have been managed (judged case by case), we will happily take a look at this and work with fixing your precious item for you. If you feel overly anxious about allowing another person to handle your items (with love and respect) to create your precious keepsakes with, then perhaps having us create for you right now isn't the best time.
We care dearly about our customers and their heart felt possessions.
Why does it take so long?
Please be aware that each piece of handmade jewellery takes time.
All breast milk jewellery involves specially preserving to ensure your breast milk will remain the same as the day you receive it. We place all milk through an individual process of preservation which can take up to 10 days alone.
Packaging, sorting and labelling your arrived orders is very important and takes time to complete. Once we begin working with your items, there are many steps in setting up, pouring, mixing, drying, sanding and more. We understand your excitement, however please understand we work with the largest of volumes seen worldwide.
Once your order moves down the list in the order of received by me, and makes it to 'working with', this is where the setting up of each piece takes place. All setting, drying, sanding, polishing and photographing takes place.
This is not a 'quick turn around' process ... We are an in demand professional service used by families worldwide, which means it can take time for me to be working with your precious jewellery.
Please take into consideration that if you have a very large order, or one where you have not indicated your preferences clearly & we need to contact you, it may take an extra week to have your package out to you.
Each piece you buy from us is handmade with love and crafted so individually different. This means that no two products will ever be the same.
Although we put a lot of time and dedication into our work, there may be something which sets apart one piece from the next. It could be a small bubble, or a seam which is a little evident.
Buying handmade, means buying an extension of an artists expression.
Each item you send us will also be different from the next person's, so please remember we cannot replicate an exact version of something you may see on our store as colours & materials will always vary. Thank you for choosing handmade.