FAQS
We have combined a list of all your frequently asked questions to make it easier to shop anything fine jewellery with us. It’s all about the process for us so we’d like to know about your experience with us. Our website is like our home and Ilion Jewellery would like to make sure everyone feels welcome and has an awesome time.
1) How long will my bespoke piece take to make?
For all custom bespoke pieces our production times are noted on each product page, if things are taking a little longer than expected to create as each piece is handcrafted with love, we will let you know, Transparency and customer service is what we pride ourselves in and we are in contact with you every step of the way.
2) How long will my parcel take to ship?
If you are in Australia we dispatch using express parcle shipping which is usually arrives the next day delivery. All overseas parcels are sent with DHL tracking express service which usually takes 9-12 days from dispatch, depending on where you live. During the Pandemic shipping times may be subject to change due to limited flights and can take longer. At the time dispatch we will notify you the exact tracking information and approximately delivery time.
We recommend pre-ordering well in advance to your desired deadline or occasion to avoid any disappointments with couriers. Also do let us know if you need anything in a hurry, our team will do our best to accommodate.
3) Is my parcel insured?
Yes your parcel is insured. We ship in a carefully wrapped wooden box with protective bubble both inside and outside. Our packages are sealed in an envelop with protective seals. If your parcel has been opened before it arrives or the outside protective seal or goods are damaged please let us know on arrival. Email through pictures at info@iliondesign.com
4) Why is there an additional customs charge on my parcel?
Please check in with your local customs to find out what the additional charges are for your country. Every country has different tax applied to imported goods so we strongly suggest checking in with them to found out if there are additional charges and how much your expected to pay.
4) Can I return my custom order?
Every Ilion piece is made by hand and made for life. If you have purchased a collection piece that you’re unhappy with please let us know.
For all custom orders where pieces have been either sized to your specification or made up for you specifically we do not except refunds.
5) Can the ring I purchased be re-sized?
Yes, of course if you are Melbourne based we recommend getting in touch with us to arrange a studio appointment where we can personally measure your finger size. For all overseas and interstate orders we recommend getting in touch with us, we can send a ring sizer in the mail and once received we can discuss the best option for you.
6) Do you repair jewellery or resizing rings that have not been purchased with Ilion Jewellery?
Yes, We repair jewellery, pearl restringing, ring resizing, remodeling your existing jewellery that has not been purchased with us. We can even re-melt your preloved jewellery to create new and exciting pieces. Please email through your enquires.
7) What does the name Ilion jewellery mean?
Ilion represents and reflects the mythical ancient city of Troy written in homer’s poems. A place where an innovative free thinking society wrote poetry, sang, made art, jewellery and tiny artifacts. We are collective group of highly skilled artisans that have been at their trade for a very long time. We are operating in small artisan studios across Melbourne and come together at ilion to share our craft, forge new ideas, innovate and fabricate incredible fine jewellery.
