Frequently Asked Questions

Here’s where you’ll find quick answers about orders, shipping and how everything works at The Modern Stitch Studio. My goal is to make your shopping experience feel easy and reassuring. If you still can’t find what you’re looking for, you’re always welcome to reach out through the Contact Page.  I’m here to help.

General
Why isn’t GST charged on my order?

As a small Australian business, I’m not currently required to register for GST. This is a normal part of operating as a small maker, and your order is still processed in full compliance with Australian tax regulations while I continue to grow.

Shipping & Returns
Where do you ship?

We proudly ship Australia-wide for a flat rate of $10.95 AUD, with free Australian shipping over $150.

International customers are welcome too – please contact me for a shipping quote.
How long will it take to get my order?

Your order will typically take 1-2 business days to process. Once shipped via Australia Post, delivery within Australia usually takes an additional 2-6 business days, depending on your location. In total, you can expect your order to arrive within 3-9 business days after placing it.

Please note that delivery times may vary slightly due to public holidays or delays with Australia Post.
What is your return policy?

I create each piece by hand, so every item is unique and made in small batches. For this reason, I cannot accept returns or exchanges for change of mind. If your jewellery arrives damaged or there is an issue with your order, please contact me within 14 days so I can help. I want you to love your jewellery and will make it right. For more information please view our Returns Policy.
Do you offer refunds or exchanges for change of mind?

No. Because each piece is handmade and created in limited quantities, I do not accept returns or exchanges if you change your mind or choose the wrong item. Please review the product details carefully before purchasing.
What if my jewellery arrives damaged or faulty?

If your item arrives damaged, faulty or not as described, please email me within 14 days with your order number and a clear photo. If the issue is confirmed, you are entitled to a refund, replacement or repair under Australian Consumer Law.
How long do I have to contact you about an issue?

Please contact me within 14 days of receiving your order. This allows me to assess the issue quickly and provide a solution before normal wear and tear occurs. Email me at lou@themodernstitchstudio.com
Do I need to return the item if there is a fault?

Sometimes. I may ask you to return the item so I can assess the problem. If the jewellery is confirmed as faulty, I will cover the return postage.
What isn’t considered a fault?

Because each piece is stitched by hand:

  • slight variations in stitching
  • tiny differences between pieces
  • small irregularities are normal characteristics of handmade jewellery and are not considered faults. Colour may also vary slightly due to device screens.
What if I entered the wrong shipping address?

Please contact me as soon as possible. If your order has not been packed or shipped, I can update the address.

If it has already left my studio, I cannot redirect it, and a new order may be required.
What happens if my parcel is lost?

If your parcel is lost in transit, please reach out and I will assist with a claim through the carrier. If the carrier confirms the parcel is lost, I will arrange a replacement or refund depending on stock availability.

Product Details & Care
Are your pieces really hand-embroidered?

Yes! Every piece is carefully stitched by hand in my Sydney studio. No machines, no shortcuts - just needle, thread, and time. Each design is unique, with its own tiny variations that make it truly one of a kind.
What materials do you use?

All jewellery is made with high-quality, lead- and nickel-free metal settings. Pieces are either gold- or silver-plated, depending on the collection, and embroidered with premium cotton threads on fabric backgrounds.

Hats are 100% cotton or 100% cotton-linen blends.
How should I care for my embroidered jewellery and accessories?

Keep your jewellery away from water, perfume, and lotions. When you’re not wearing it, store it in a dry place or jewellery box to protect the embroidery and metal finish. A soft cloth can be used to gently polish the metal if needed.

Hats can be gently hand-washed and air-dried. Be careful not to rub the embroidery.

Pre-order Items
What does pre-order mean?

Pre-order items are designs that have previously sold out and are now available to order in advance.
Are pre-order items ready to ship immediately?

No, pre-order items are made to order. Your piece will be crafted and shipped according to the lead time specified.
How long will my pre-order take to arrive?
  • Earrings or a necklace: approximately 2 weeks
  • Matching set (earrings + necklace): approximately 3 weeks
Can I cancel or change my pre-order?

Once a pre-order is placed, it cannot be cancelled or altered, as each piece is hand-embroidered specifically for you.
Can I return or exchange a pre-order item?

Pre-order items cannot be returned or exchanged unless they are faulty. Each piece is made especially for you.
Do pre-order items come with the same quality guarantee?

Yes! Every pre-order item is hand-embroidered with the same care, love, and attention to detail as our regular collection.

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