FAQ's & Contact Us

Got a question? Here are a few of our commonly asked questions.

 

Returns

I have ordered the wrong size or changed my mind. What can I do?

My Order has not yet shipped. Can I cancel it?

How long do I have to return items?

Are there any fees for returns?

My new jewellery is broken or damaged. What do I do now?

I want to return a gift that was given to me.

I lost a part of the jewellery. Can I get a refund or a replacement?

I purchased the wrong size and would like to exchange it for another size.

How long will my refund take?

I received a Gift Certificate. Can I get a refund on that?

I am not sure how to use my jewellery, and now it is broken. What can I do?

 

Shipping

Is there going to be a delay with Australia Post due to COVID19?

How long does it take to process and ship my order?

How much is shipping? Do you offer Free Shipping?

How can I track my order?

My order never arrived. What can I do?

Where is my order coming from?

Tracking says my order was delivered, but it’s not here. What can I do?

Do you ship overseas?

Can I pick up my order?

 

Payments

What payment methods do you accept?

What currency is this store in and is GST included in the displayed price?

My order has ‘Payment Pending’. What does this mean?

I have a Gift Card. How do I use it?

 

Accounts

Is there a discount code I can use?

I am a piercer. Can you offer me any special pricing?

 

Jewellery

Are your pieces sterile and ready to use?

Can you help me with the size of your jewellery?

What is your jewellery made of?

Do you have any tips on how to use the jewellery I am buying?

What style of jewellery is best for my piercing?

Why aren’t your plugs or nipple bars sold as pairs?

 

About Us

Who is MBPJ?

Where are you located?

How long have you been doing this? 

 

I have a different query that is not covered here. How can I get in touch?

 

**************************************************************************************

 

I have ordered the wrong size or changed my mind. What can I do?

You can certainly return any unopened pieces within 7 days of receiving them. This policy ensures you are able to check the item is what you were expecting. Return Authorisation must be requested within 7 days of delivery to be approved.

When you receive your order check all pieces before opening their packaging. Once unopened they are NOT returnable. 

Go to your account to request a Return Authorisation.

If pieces are packaged together, they must still be unopened to be returned. During the checkout process there is a section where you can request all your items be packaged separately. Use this option If you are unsure of sizing and may need to return some pieces. If this option is not selected, multiples of the same items may be shipped in the same packaging to limit unnecessary packaging and waste.

Return To Top

 

My order has not shipped yet, can I cancel it?

Maybe. We want to get your order to you ASAP so it may already be processing or packed. If we are unable to cancel your order, you will need to return the order after you receive it. We can certainly cancel your order if it has not progressed to the warehouse. Cancelled orders (prior to dispatch) will be refunded less our payment processing fees. This is due to the fees we are charged. Orders paid via Afterpay or Zip, will incur a 7% fee. Credit/Card payments incur a 2% fee. Paypal or Bank Transfer do not incur any fees. 

Return To Top

 

How long do I have to return items?

For change of mind returns, apply for a Return Authorisation within 7 days of receiving item. If you item is faulty or damaged, return request must be made within 90 days of receving item. 

Return To Top

 

Are there any fees for returns?

There are no fees for faulty items. However if it needs to be returned, the buyer is responsible for getting the item back to us. Postage is paid by buyer.

For change of mind returns, there are no fees* if you opt for Store Credit. However refunds will incur a fee depending on the payment method you use. This is due to the fees we are charged. Orders paid via Afterpay or Zip, will incur a 7% fee. Credit/Card payments incur a 2% fee. Paypal or Bank Transfer do not incur any fees.

*Shipping costs are not refundable/credited. If the entire order is returned the cost of shipping will be deducted from the refund/credit, regardless of the shipping you paid (free shipping etc). These are: Regular Post $3.99, Registered Post $5.99. Express Post $9.99, Express with Signature $14.99.

Return To Top

 

My new jewellery is broken or damaged. What do I do now?

We are sorry you have received a faulty piece of jewellery.

We know how disappointing this can be and will endeavour to rectify this as quickly as possible. 

Please go to your Account, to the Resolution Centre and put in a Return Authorisation.

Leave as much info as possible and clear photos of the defect. We will reach out to you ASAP with further assistance regarding repair/replacement.

Policy Change as at 21/07/2020 - As per Australian Consumer Law, faulty items will be repaired or replaced. If we are unable to do this, then a refund will be offered.

Return To Top

 

I want to return a gift that was given to me.

While we are unable to provide refunds direct to you, we are happy to exchange the item for a piece that will be perfect for you.

The jewellery will have to be unopened, in the sealed packaging to be accepted back for exchange. You will need to register for an account, we will then apply credit to your account when the item/s are received by us. You can then purchase different piece/s using the store credit from the gift return. 

Oh, and the gift giver will never hear about it from us :) 

Return To Top

 

I lost a part of the jewellery. Can I get a refund or a replacement?

Sorry, we are unable to accept returns, refunds if a piece of the jewellery is lost. To avoid losing ends, tops and other parts, ensure you check your jewellery closures on a regular basis. Items are not deemed faulty if balls/ends etc are simply 'lost'. If there is an issue with the thread or closure, reach out through your Account - Resolution Centre before the risk of losing parts.

Return To Top

 

I purchased the wrong size and would like to exchange it for another size.

Not a problem. Items are sent out in clear packaging so you can see the piece before opening. If you can see the piece not right for you, you can send it back within 7 days of receiving it.

Ensure the piece is still in its sealed packaging. If you have opened the packaging, it cannot be returned.

Go to your Account - Resolution Centre and request a Return Authorisation. Follow the instructions to send the piece back to us. On receipt of the item we will credit your account with the product price. You can then order the correct piece. 

Return To Top

 

How long will my refund/credit take?

We aim to process Return Authorisations as quickly as possible. Please allow up to 5 days after receiving your return for us to inspect and process the return. We will notify you of the outcome. Refunds via Credit Card and Bank Transfer will take longer depending on bank processing times.

Return To Top

 

I received a Gift Certificate. Can I get a refund on that?

No, Gift Certificates/Vouchers are non-refundable. Retuns for purchases paid for with a Gift Certificate will only be given as Store Credit.

Return To Top

 

I am not sure how to use my jewellery, and now it is broken. What can I do?

Damage caused by using the jewellery incorrectly will not be deemed as faulty.

Ensure you know how to insert/remove jewellery correctly prior to use.

Especially Twist Rings. gems loosened or damaged, or mis-shapened rings, caused by incorrect use is not deemed a fault in the jewellery.See YouTube tutorials on how to use twist rings.

Return To Top

 

Is there going to be a delay with Australia Post due to COVID19?

While Australia Post are experiencing delays, we are working hard to get your order out super fast to minimize the time you have to wait.

Order by 9am (Qld time) for Same Day Dispatch

All orders have Tracking numbers to ensure you know your order is on its way.

From our experience, most customers are still receiving their orders within the Aus Post timeframe. Most of our orders go out as 'Letters' and are not experiencing the same level of delay as 'Parcels'

The below information is directly from Australia Post

Important update to our services

At Australia Post, we’re working hard to deliver for our customers in these difficult times. We are however, experiencing significant delivery delays in our network due to limited flights, social distancing requirements and a substantial increase in parcel volumes as more people shop online.

These delays mean we are temporarily suspending the Express Post guarantee of next day delivery as we are unable to commit to this timeframe. Express Post is still available but parcels may not be delivered next business day every time.

We know you’re keener than ever to find out when you’ll receive your deliveries. You can track your delivery through parcel trackingthe chatbot and the MyPost App. We ask for your patience with our contact centre colleagues based here in Australia who are doing their best to keep up with the additional demand.

For all information about changes to service, up to date details on delays and impacts including any Post Office closures, please visit our website.

Please follow the tracking supplied in your shipping email or through your account.

Allow extra shipping times.

If your order is scanned in at our local Post Office, this means it is on it's way to you. It may not scan again until it reaches you.

if your order is not with you in 14 days (most are delivered well before this time) please lodge an enquiry with Australia Post. Click here to lodge an enquiry as the 'Recipient'.

Thank you for your patience during this time.

Return To Top

 

How long does it take to process and ship my order?

Order cut-off is 9am Business Days. Orders placed after 9am or over the weekends or Qld public holidays will ship the next business day.

Return To Top

 

How much is shipping? Do you offer Free Shipping?

We offer FREE REGULAR Shipping on orders over $40. Orders over $100 qualify for FREE REGISTERED Shipping

  • Regular Tracked shipping is $3.99 per order, or free for orders $40-$100
  • Registered shipping is $5.99 per order up to $40. Orders $40 to $100 is $3.49 shipping. Registered shipping is free for orders over $100
  • Express Post orders up to $100 is a flat charge of $9.99
  • Express Post on orders over $100 is $14.99 and requires a signature.

Return To Top

 

How can I track my order?

All orders are shipped with tracking. You can track your order using the tracking information emailed to you when we ship your order, or through the 'Track Order' link in your Account, or here.

Return To Top

 

My order never arrived. What can I do?

We are sorry your order has not arrived yet.

Please follow the tracking supplied in your shipping email or through your account and allow extra shipping times.

If your order is scanned in at our local Post Office, this means it is on it's way to you. It may not scan again until it reaches you.

if your order is not with you in 14 days (most are delivered well before this time) please lodge an enquiry with Australia Post. Click here to lodge an enquiry as the 'Recipient'.

Return To Top

 

Where is my order coming from?

All orders are shipped from our warehouse in the Lockyer Valley, near Brisbane.

Return To Top

 

Tracking says my order was delivered, but it’s not here. What can I do?

If you have looked everywhere and still cannot locate your parcel, you will need to put a 'disputed delivery' enquiry in with Australia Post. On the Australia Post Tracking page, scroll down until you see the section that says 'I Haven't recieved This Item". Australia Post will then reach out to the driver for details.

Please note that we are unable to assist any further or provide compensation if Australia Post confirm that delivery was definitely made. If you have any concerns regarding delivery options, PLEASE USE REGISTERED POST.

Return To Top

 

Do you ship overseas?

Sorry, we are currently only shipping to Australian addresses.

Return To Top

 

Can I pick up my order?

Sorry, we are currently unable to allow local pick up. We process orders fast and get them on their way quickly. If you are around Lowood, Plainland area, reach out after placing your order and we may be able to drop off your order to your letter box. 

Return To Top

 

What payment methods do you accept?

We currently accept payment via Credit/Debit Card, Paypal, Afterpay, Zip and Bank Transfer.

Return To Top

 

What currency is this store in and is GST included in the displayed price?

Prices displayed on this site are in Australian Dollars and are processed in Australian Dollars. Prices include GST.

Return To Top

 

My order has ‘Payment Pending’. What does this mean?

Payments using Paypal eCheque or Bank Transfer take up to 5 working days to process. 

Orders will be sent within 24 hours of completed payment notification.

Return To Top

 

I have a Gift Card. How do I use it?

You will need the Voucher Code and Secret Key provided in your Gift Card email.

Enter this during checkout, in the ‘Redeem Voucher’ section.

The value of the voucher will be applied to your order.

Any outstanding balance on the order can be paid with another payment method available at checkout.

Any unused portion of your credit card will be stored as Store Credit on your account.

Return To Top

 

Is there a discount code I can use?

We know everyone loves a discount.

That's why we offer everyday discounts of 5% to 15% on orders over $30. You don't even need a discount code. These Everyday Discounts will automatically be added to your cart.

Join our newsletter and follow us on Facebook to ensure you don't miss out on Flash Sales or special discount codes.

Return To Top

 

I am a piercer. Can you offer me any special pricing?

Definitely, Check out our Professionals/Piercers information page.

Return To Top

 

Are your pieces sterile and ready to use?

Jewellery is sent out NOT STERILE and will need to be sterilized before use.

An antibacterial solution or pure antibacterial soap should be used on all body jewellery prior to use.  Do not use soaps or solutions that contain perfumes or moisturizers.  Although alcohol wipes will not harm quality surgical steel or titanium parts, they can damage other materials such as acrylic and organic items.  Items that do not have any mechanical or vibrating parts, jewels, acrylic or organic parts can be boiled to sterilize.

Return To Top

 

Can you help me with the size of your jewellery?

We can definitely assist with general sizing and how to measure your jewellery. Please see the guides on our Size Chart.

Return To Top

 

What is your jewellery made of?

This will depend on the piece you are looking at. The material used is listed clearly in the product description. You can also check out our Materials blog. 

Return To Top

 

Do you have any tips on how to use the jewellery I am buying?

Some piercing jewellery can be tricky to use, or just confusing if it is a style you have not tried before. See the description on the product listing for some guides on how to use particular styles. Have a look through our blogs as well for useful tips. If it is not covered here, YouTube have videos and tutorials on almost anything imaginable and have some very useful tips.

Return To Top

 

What style of jewellery is best for my piercing?

Please have a look at our 'Piercing Name' category to find your piercing. Feel free to let us know if we have missed any. :) 

Please note that the items in these categories are suggestions and you will need to purchase based on the sizings and exact placements unique to you.

Return To Top

 

Why aren’t your plugs or nipple bars sold as pairs?

Seems logical to sell them as pairs right? Well, we used to sell them as pairs and had so many requests to buy just one, that we decided to change it to individual pieces. 

If you require a pair, simply purchase 2 pieces. 

Return To Top

 

Who is MBPJ?

We are a small Family Owned and Operated business.

Return To Top

 

Where are you located?

We are located in the beautiful Lockyer Valley Qld, near Brisbane.

Return To Top

 

How long have you been doing this? 

We have been selling body jewellery online since 2009

Return To Top

 

I have a different query that is not covered here. How can I get in touch?

Fill in the Contact Form below and we will respond as soon as possible.

Return To Top

 

Email Enquiry Form Complete this form to email us your enquiry.