FREQUENTLY ASKED QUESTIONS
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What is the difference between fashion and fine/real jewellery?
Fashion jewellery (also known as costume), is crafted from less expensive materials like base metals, plastic, or synthetic stones, designed to be affordable and mimic the look of fine jewellery without the high price tag! Our earrings fall under cultural fashion jewellery and handmade by us!
Do you offer custom made orders?
Unfortunately we are unable to offer custom made orders.
Do you sell in-person or at any events?
All our products are available for purchase online only, however we plan to attend Tonga Day in Sydney annually (Nov, 2025). We will inform our customer's via our social media page of any other events we may attend throughout the year.
Do you offer wholesale?
Unfortunately we are unable to offer wholesale at this stage.
YOUR ORDER'S
Can I return or exchange my items?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return (excluding Kiekie's for hire). Subject to law, we cannot accept returns or exchanges for all earrings including change of mind reasons. Please visit our Returns policy for more info.
I haven't received my order who do I contact?
Please visit Australia Post's website to track your order or contact their support team Monday–Friday (except national public holidays) 8am–6pm, via 13 POST (13 7678) or from overseas +61 3 8340 7239.
My item is damaged what can I do?
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. For faulty or incorrectly shipped items, return shipping costs will be covered by us.
SHIPPING INFORMATION
Is your free shipping via standard or express?
All order's over $150 within Australia are sent via express delivery, and processed through Australia Post.
Can I track my order?
Yes! Tracking details will be emailed to you within 24 hours of shipment from Australia Post. Please allow 1- 3 business days for your order to be processed before shipment. To track your order please visit their website here.
Do you offer international shipping?
Yes we do! We currently ship to NZ, Tonga, U.S and the U.K. Please visit our Shipping Policy for applicable rates. We will review our shipping regions periodically to include other destinations, depending on supply and demand.
Can my order be redirected to a different address?
Yes! You can redirect your order via Australia Post's website once you receive your tracking number.
OUR EARRING'S
Are the Ngatu and Shell's used authentic?
100! We source all our shells (Pule'oto, Paua, Capiz, Mother of Pearl) predominately from the South-Pacific. The Ngatu we use is also authentic (not Ngatu Pepa) handed down or gifted to us.
What type of metal components are used to create your earrings?
Our earring findings (french hooks, kidney ear wires, marquise hooks, jump rings, bars) are 18k gold plated, hypoallergenic and nickel-compliant, resisting tarnishing with proper care. Our connector charms range from brass, stainless steel and alloy. Please note our reference to the term ‘hypoallergenic’ simply means less likely to cause an allergy, it does not guarantee that your ear piercings will not react.
Are your earrings suitable for sensitive ears?
Gold plated, gold-filled, or gold overlay/vermeil jewellery is not recommended for sensitive ears. Even with proper care, the gold surface can wear or chip off, leaving your piercing exposed to the reactive metal underneath. Our reference to the term ‘hypoallergenic’ simply means less likely to cause an allergy, it does not guarantee that your ear piercings will not react.
What are your care instructions?
To maintain the quality of your earrings:
- Avoid Contact with Chemicals: Keep your earrings away from perfumes, lotions, and other harsh chemicals to preserve its shine and prevent discolouration.
- Clean Regularly: Use a soft cloth to gently wipe your earrings to remove any oils or dirt.
- Store Safely: Keep your earrings in a cool, dry place to prevent scratching and tangling.
- Remove Before Water Exposure: Always take off your earrings before showering, swimming, or exercising to prevent damage from moisture and sweat.
OUR KIEKIE'S
Why are your Kiekie's not for sale?
While we appreciate the beauty of traditional techniques and materials, our brand is a depiction of elegance blended with tradition whereby the uniqueness, craftsmanship and limited availability of our Kiekie's effectively differentiates our brand. Our materials are sourced globally where supply is very limited, therefore we cannot offer to sell our Kiekie's at this stage.
What are your terms of hire?
We strongly recommend our terms and conditions are read prior to all bookings. Please visit our Kiekie Terms of Hire for more info.
Is the bond refundable?
Yes. The bond is applies to all bookings to ensure the Kiekie is returned in the same condition it was delivered. This is fully refunded upon collection if these conditions are met.
WEBSITE INFORMATION
Why is it important to share your culture?
When we share our culture, we're essentially opening a door to our world. It helps others understand where we're coming from, what our values are, and why we do the things we do. The metaphor 'A Rising Tide Lifts All Boats' ties in with our values, as our intentions are to share, grow and uplift each other!
What is the meaning of 'Talavou'?
In the Tongan language, the word Talavou (pronounced tah-lah-voe) translates to BEAUTIFUL!
What is a 'Kupesi'?
A Kupesi is a patterned stencil made from pandanus and coconut fibres, used to transfer designs onto Ngatu. Kupesi designs are not just decorative; they often have symbolic meanings, a history which tells the place of origin of the Ngatu and it's makers.
What is the concept of 'Māfana'?
In the Tongan language, 'Māfana' translates to warmth, love, and passion. It describes a feeling of closeness, affection, and heartfelt emotion.
What does the term 'Manulua' mean?
The literal meaning of 'Manulua' in the Samoan language, refers to two birds or two pairs of bird wings. It is a design motif shared across both Samoan, Fijian and Tongan cultures, with the concept of bringing two groups or families together to form a new union. It can also be interpreted as a symbol of protection, strength, wealth, or blessings.
Who are your Kiekie's named after?
Our Kiekie's are dedicated to the matriarch's in our family out of appreciation, admiration and gratitude. Our grandmother's 'Maile and 'Milika, my beloved mother 'Enisela, and her beautiful siblings ‘Lavinia, ‘Alama and ‘Kalo.
CONTACT US
Please email us with any enquiries and we will endeavour to respond within 2 business days.