HELP & SUPPORT
Frequently Asked Questions
Find answers to common questions about our jewelry, shipping, returns, and care.
What materials do you use in your jewelry?
All Westlyn pieces are crafted from premium materials including 18K gold-plated stainless steel, freshwater pearls, and lab-created cubic zirconia. We never use cheap alloys or low-quality plating. Each piece is designed to last with proper care.
Is your jewelry hypoallergenic?
Yes! Our stainless steel base is hypoallergenic and nickel-free, making it safe for sensitive skin. We've had customers with severe metal allergies wear our pieces without any irritation. If you have specific allergies, please contact us before purchasing.
Will your jewelry tarnish?
Our 18K gold plating is significantly more durable than standard plating. With proper care (avoiding excessive moisture and chemicals), your pieces will maintain their shine for years.
Are your diamonds real?
Our diamond pieces feature lab-created cubic zirconia, which offers the same sparkle and brilliance as mined diamonds at a fraction of the cost. CZ is ethically produced and conflict-free.
Can I exchange if my jewelry doesn't fit?
Absolutely! We offer free size exchanges within 30 days of purchase. If your ring or bracelet doesn't fit perfectly, simply contact us with your order number and preferred size. We'll send you a replacement at no cost.
How long does shipping take?
Orders within Australia typically arrives in 3-5 business days. Express shipping is available and arrives in 1-2 business days. Orders are processed within 24 hours during business days.
Do you ship internationally?
Yes we do!
Can I track my order?
Yes! Once your order ships, you'll receive an email with a tracking number. You can use this to track your package in real-time via Australia Post or our courier partner.
What if my order arrives damaged?
We take great care with packaging, but accidents happen. If your jewelry arrives damaged, please contact us within 48 hours with photos. We'll replace the item or issue a full refund immediately - no questions asked.
Do you gift wrap orders?
Yes! All orders come in beautiful gift-ready packaging with cushioning and a branded box. For an extra special touch, add a personalized message card upon request.
What's your return policy?
We only accept returns for faulty or damaged items reported within 30 days of delivery. Items must be returned in their original, unworn condition with all original packaging and tags included. Proof of purchase and clear photos of the fault will be required before the return is approved. Please note that change of mind returns are not eligible.
How do I initiate a return?
Email us with your order number and reason for return. We'll provide you with a prepaid return label. Once we receive your item, we'll process your refund within 5-7 business days.
What condition must items be in for return?
To be eligible for a return, items must be in their original, unworn condition with all original tags and packaging included. Items must show no signs of wear, use, misuse, or additional damage. Returns are only accepted for faulty or damaged items reported within 30 days of delivery.
Can I exchange instead of returning?
Absolutely! Exchanges are often faster than returns. Simply let us know what size or style you'd like instead, and we'll send it out immediately. If there's a price difference, we'll adjust accordingly.
How do I care for my jewelry?
Keep your jewelry clean and dry. Avoid exposing it to harsh chemicals, perfume, chlorine, and saltwater. Remove jewelry before swimming, showering, or exercising. Store in a cool, dry place away from direct sunlight. We include a care card with every order.
How do I clean my jewelry?
Use a soft, lint-free cloth to gently wipe your jewelry. For deeper cleaning, use lukewarm water with a tiny drop of mild soap, then pat dry immediately. Never use ultrasonic cleaners or harsh chemicals.
Can I wear my jewelry while sleeping?
We recommend removing jewelry before bed to prevent damage and ensure longevity. Sleeping in jewelry can cause tangling, bending, and unnecessary wear on clasps and settings.
How long will my jewelry last?
With proper care, Westlyn pieces are designed to last for years. Our gold plating typically maintains its shine for 2-3 years with regular wear. Pearls and cubic zirconia are durable and long-lasting. We offer a 1-year tarnish guarantee.
Do you offer a warranty?
Yes! All Westlyn jewelry comes with a 1-year warranty covering manufacturing defects.
How do I use the WELCOME15 discount code?
WESTLYN10 gives you 10% off your first order! Simply enter the code at checkout. This code is valid for new customers only and cannot be combined with other offers.
Do you have a loyalty program?
We're launching our loyalty program in Q2 2025! Sign up for our email list to be notified first. Members will earn points on every purchase, get exclusive early access to new collections, and receive birthday discounts.
Can I contact customer service?
Of course! Email us, or contact us via our live chat box, or form submission. You could also DM us on Instagram @westlynjewelry. We typically respond within 24 hours during business days.
Do you offer corporate or bulk orders?
Yes! We'd love to work with you on bulk orders for corporate gifts, weddings, or events. Please email us with your requirements and we'll provide a custom quote.