FAQ

Can I order an item that is out of stock?

You can pre-order an item that is out of stock by sending me a message via the contact form. Production time is usually four weeks depending on the item plus shipping to your destination.

I need an item quickly, can you do it?

It depends if it is in stock or if it needs to be made. If you do require a piece urgently please get in touch and I’ll see what I can do.

How do I view an item?

If you live in Nelson, New Zealand we can arrange a private viewing. Use the contact form to send me a message.

What markings are on the jewellery?

All pieces, with the exception of the Acorn Collection, will have the Erika Hansen logo engraved on the inside as discrete as possible. The jewellery is not hallmarked as this is not a requirement under New Zealand law.

Why might my Acorn jewellery look slightly different to the photos on this site? 

The Acorn Collection is made from sterling silver and ebony or rosewood. All woods vary in colour, form and texture - like all things in nature, no two pieces are identical. The Ebony and Rosewood is also hand made. The acorn earrings are made in pairs and I do my best to make them as identical as possible, however some variation in size, form, colour and texture is to be expected.

Jewellery Care

Like all beautiful things found in nature, the jewellery is delicate and requires a conscious degree of sensitivity. Please be gentle and give it your love and respect. If you do, like all good relationships, it will last a long time :)

How do I clean my jewellery?

DO NOT use any cleaning agents. A soft cotton cloth or ideally a precious metal polishing cloth is all you need to keep it clean and shiny.

My jewellery has tarnished. How do I get the shine back?

Sterling silver will tarnish over time depending on environmental conditions. To keep your jewellery shiny give it a massage with a soft 'precious metal' polishing cloth. You can pick one up at your local jewellers and they are usually inexpensive.

Where should I store my jewellery?

Ideally, in the jewellery pouch and wood box that your piece comes in, to avoid scratching and scuffing.

My moon bracelet has bent with wear - how do I make it round again?

Sterling silver is a soft material and will deform easily under pressure or with continuous wear. If this occurs, very slowly and very gently using only your fingers mould it back into shape. Please take extra care not to sit on, squash or otherwise damage your jewellery. It is designed to be worn and adored with love and respect. 

Can I wear my jewellery while practicing yoga?

It depends. If your practice will put your jewellery under physical stress, expose it to sweat, or if the jewellery could potentially cause harm to yourself please use your common sense and remove it beforehand. 

When should I remove my jewellery?

Please remove your jewellery before showering, swimming, gardening, cleaning or engaging in any physical activity that could potentially cause harm to yourself and/or your jewellery i.e horse riding, rock climbing, gymnastics etc. 

^This is particularly important for the Acorn Collection due to the wood component. Ebony and Rosewood are dense hardwoods that should not absorb water easily however please take care not to get them wet. If you do get caught in the rain or accidentally jump in the shower, wipe the wood dry with a clean cloth.

NOTE: Chemical and physical damage can occur from exposure to salt water, chlorine, perfumes, deodorants, soap and other beauty products. Please keep your jewellery away from these substances/conditions. 

Materials

If you would like an item in another material please see Customised Designs below.  

What is Sterling Silver made of?

The sterling silver is '925' which is 92.5% silver and 7.5% copper. The copper is required to strengthen the sterling silver. 

Does the Sterling Silver contain nickel?

No. The sterling silver is nickel free. 

What is Ebony and Rosewood?

Ebony and rosewood are very dense hardwoods. There are many species of ebony and rosewood which grow in different locations around the world. The ebony and rosewood in the Acorn Collection are ethically grown in the Philippines. The ebony species is Diospyros Blancoi, also known as Kamagong. The rosewood species is Petersianthus Quadrialatus, also known as Philippine Rosewood.

As with all things in our natural world, all wood is unique and will vary in grain, colour and texture. There may also be variations in the form because each piece of ebony and rosewood is hand made - that’s the beauty of each piece. I do my best to accurately display appearances and colours on the website, however each piece will have its own character which may be different to those displayed.

Customised Designs

Can a design be made in a different material i.e gold, brass or bronze?

Yes, most designs can be made in a range of materials. The price will vary according to the material and there may be an extra charge for customising the design. Best to get in touch to discuss options.

Can you design me a unique piece of jewellery?

Yes, see custom designs for more information and get in touch

What will it cost to create a custom design?

It depends on the design time, the size of the item and material.

Sizing

What is my size?

See the size guide to find your size. 

In New Zealand we use the UK letter ring size system but I can translate your size from another recognised size system. If you need help with this please contact before ordering. 

Orders

Please read all product descriptions carefully, view the size guide and check your measurements before placing your order. This is especially important for rings and bracelets where sizing is critical.

All orders will be confirmed via e-mail. Please ensure that you double check your order details, particularly your delivery address, as I am unable to change it once your order has been dispatched. If there are any errors with your details please email immediately.

I want to make a change or cancel my order. 

Send an email as soon as possible. Orders cannot be canceled or altered once they have been shipped. Customised designs can not be canceled or altered once the production of your item has commenced.

Shipping 

All orders are currently shipped from Nelson, New Zealand.

Do you ship internationally?

Yes, absolutely. As long as you have a physical address and a local postal service.

Shipping within New Zealand.

All New Zealand orders are shipped with NZ Post, Courier, non-signature. The shipping rate for all orders to New Zealand addresses is $6.50 + $3.70 for rural delivery. You will receive a shipping notification email with a tracking number.

Items shipped to New Zealand addresses with NZ Post Courier usually arrive the following day. Please allow an extra day for rural delivery. 

Shipping Internationally.

International orders are shipped with New Zealand Post International Airmail. Delivery time is usually 3 - 10 business days but will depend on your location.

Shipping costs for international orders:

Australia - $10.00

South Pacific - $14.00

North America, UK, Europe & Asia - $16.00

Rest of the world - $17.00

All prices are in New Zealand dollars (NZD).

Please see the shipping section of the Terms and Conditions for more information. 

Will I be charged customs and duty fees on my international purchase?

As rules differ for each country, please check with your local customs office about any duties or taxes you may need to pay before placing your order. Erika Hansen Jewellery is not liable for any import related charges.

Please note that your order may be subject to customs clearance procedures in the country of arrival which may cause your order to be delayed. 

Returns

What if my ring does not fit?

Please take extra care when measuring your finger size and refer to the size guide for instructions. Remember that our fingers are constantly changing in size throughout the day and will vary depending on the temperature. Please try your ring on at various times in both warm and cool environments. If after doing this you still feel the size is incorrect please email.

What is your returns policy?

If for any reason you are not satisfied with your jewellery get in touch as soon as possible. Most items, except for earrings and customised designs, can be returned within 7 days of delivery as long as they are brand new, in saleable condition, unworn and undamaged with all original packaging.

If in the unlikely event there is a quality issue with your piece of jewellery, not caused by neglect or general wear and tear, I will happily repair, exchange or refund it.

Please read the Terms and Conditions for more details on returns.

Gifts

Can you include a note with the order?

Yes, absolutely. When you click the "Add to Cart" button from the product page you will have the option to add extra information. You can enter any special requests here or alternatively send an email. Please include the order number in your email. 

Will you gift wrap the order for me?

Yes. Please let me know the occasion when you place your order.

Pricing

What currency are your prices in?

All prices are listed in New Zealand dollars (NZD).

What forms of payment do you accept?

Visa (credit and debit cards), MasterCard (credit and debit cards), American Express or PayPal. New Zealand customers can also pay via bank deposit or cash.