Frequently Asked Questions

Welcome to our iROSK FAQ page, where you can find answers to the most commonly asked 
questions about our company, products/services, policies, and more

General Questions

Product Related

Technical Questions

Account Questions

Contact Questions

1. General Questions

What is your return policy?
We want you to be completely satisfied with your purchase, so we accept returns on all items within 30 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
What if i made a mistake in my order?
We recognize that mistakes can happen, and that's why we've implemented various fail-safe measures to ensure your satisfaction with every purchase. 

Rings - If the ring you ordered is the wrong size, we will refund your purchase, and you can place a new order for the correct size. 

Necklaces - If you mistakenly order the wrong necklace size, don't worry; it happens. Reach out to our Customer Service team, and someone will promptly assist in resolving the issue. Keep in mind that some of our chains/Neckalces may differ in price, so be aware that additional payment may be necessary for chain exchanges.

Also, please note that Irosk does not cover postal fees for returning items related to a misplaced order. The exchange process commences upon receiving your returned item, and we'll keep you informed as we handle your requirements. Ensure you have thoroughly reviewed our product information to ensure the correct size and style choices. Items must be delivered in an unworn condition to be accepted for an exchange.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Welcome to Irosk Wandering Bazaars! We don't have a permanent physical store, but you can find our pop-up schedule, which is updated on the Irosk Wandering Bazaars page. Enjoy the freedom of risk-free shopping with complimentary shipping Australia Wide. Try our products at your convenience — no strings attached!
Which Countries do you ship to?
Irosk is an Australia-based business, shipping primarily to the following countries 

Australia
United States 
United Kingdom 
Canada 

Your orders are carefully dispatched from our Brisbane warehouse.

What is the status of my order?
Our customer service team is available from 9 am to 5 pm (Brisbane time) Monday to Friday. If you need information about your order status, feel free to reach out to us through telephone, email, or live chat.

Additionally, automated emails will be sent to keep you informed about the progress of your order. You'll receive notifications whenever there is a change in your order status, confirming the next steps and providing expected delivery times.
Do you offer a gift wrapping service?
Each piece is elegantly showcased in a sophisticated, soft-hinged black presentation box, carefully nestled within a secondary box for enhanced protection. Accompanying your purchase is a refined black gift bag, adding a touch of luxury. All items are discreetly packaged for shipping.

2. Returns and Exchanges

Returns Policy
If you are not completely satisfied with a Irosk purchase or gift for any reason, Irosk welcomes you to return products for a full refund to your original method of payment if returned within 30 days of purchase, in most cases. Returns that are made from 31-60 days after purchase are eligible for online credit or store credit . In order to complete the return, you must have a proof of purchase. Also Please visit our return and Exchange Page for further details.
How Long Does Refund Take To Process?
Upon receiving your jewelry, our Returns Department will promptly process the item. Subsequently, a refund will be initiated to the card used for the original purchase. Typically, this process takes approximately 3 working days to complete. Please be aware that the timeframe for this service is beyond our control, and the speed of the transaction depends solely on your bank or card provider.
Please review our return, refund, and exchange policies below for purchases made on Irosk.com.au, purchases of Irosk items on third-party marketplaces (including, but not limited to, Instagram, Google, YouTube, and Facebook), purchases made in Irosk stores. Products must be returned in new condition. Irosk monitors return activity for abuse and reserves the right to limit returns or exchanges at Irosk in all instances. All returns are subject to validation and approval at Irosk's discretion. If a return is not approved by Irosk for any reason, the item may not be returned to you. We appreciate your understanding and cooperation.

1. Gemstones Jewellery

What is your Gemstone Jewellery made from?
Our jewellery pieces are made of high quality precious metals and are either 925 Solid Sterling Silver or 18 K real gold plated silver. We have written about each of our precious metals in detail and production techniques on our Jewellery care page.
Do you sell your pendants Seperately?
Yes! You can purchase a pendant separately or add multiple pendants (max of 3) to any necklace. Simply send us an email ar info@irosk.com.au.What are your
Do you sell Natural and Lab Created Gemstones?
Yes. While we specialise in lab created gemstones, many of our designs include natural stones. Please consult the item details on each style where the type of stone will be fully displayed.
What are Lab created gemstones?
Lab created gemstones are chemically, physically and visually identical to natural gemstones. They are formed however, under lab conditions mimicking the formation process of natural gemstones. Lab created gemstones typically have fewer flaws, cost less and have a smaller carbon footprint. The most expensive and elusive gems such as sapphires, rubies and emeralds are popular lab created stones.

2. Custom Engraved Jewellery

Can i change my order after it is processed?
We understand that sometimes adjustments are needed, and we're happy to accommodate changes to your order up until your keepsake enters the production phase. These adjustments may include changes to the jewelry item, engraving details (such as name, initials, or date of birth), or the shipping address. 

Please reach out to us promptly at info@irosk.com.au to request any modifications. Once a piece has entered the production process, we regret that we won't be able to make further changes. It's important to note that the likelihood of modifications decreases significantly after the 12-hour mark from the order placement. If you find the need for changes, please contact us as soon as possible for assistance.
How do i palce an order?

Our Website if the only place you can purchase the irosk Jewellery.

Go to the custom- keep sake collection to view our collection by  jewellery type, personalisation type and precious metal type/

Once you have chosen yur desired piece of jewellery, choose the following when prompted
1. Precious Metal
2. Enter initials/Name/DOB

OR
Upload your print/design

Or
Enter previous order numbers (for repeat orders)
Is there a limit to how many words i can have on the handwriting pendant?
Given the diverse sizes and styles of handwriting, establishing a fixed word limit can be challenging. To accommodate our 16mm by 16mm pendants, we'll make necessary design and placement adjustments to ensure legibility. While we suggest a maximum of approximately 4 words, should your handwriting surpass this, we'll contact you to collaborate on a suitable solution.
Can i use Handwriting i already have on File?
Certainly! We're delighted to engrave existing handwriting, whether it's from a card, letter, a loved one's signature, or any other meaningful source. Simply use the upload function on the product page to submit a clear image of the handwriting.
Can i use Handwriting i already have on File?
The handwriting you supply will be replicated exactly onto our jewellery. 

We may have to stack the words appropriately where required to ensure the writing is not too small on the pendant.
Tracking an Order
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
What if i made a mistake in my order?
We recognize that mistakes can happen, and that's why we've implemented various fail-safe measures to ensure your satisfaction with every purchase. 

Rings - If the ring you ordered is the wrong size, we will refund your purchase, and you can place a new order for the correct size. 

Necklaces - If you mistakenly order the wrong necklace size, don't worry; it happens. 

Reach out to our Customer Service team, and someone will promptly assist in resolving the issue. Keep in mind that some of our chains/Neckalces may differ in price, so be aware that additional payment may be necessary for chain exchanges. Also, please note that Irosk does not cover postal fees for returning items related to a misplaced order. 

The exchange process commences upon receiving your returned item, and we'll keep you informed as we handle your requirements. Ensure you have thoroughly reviewed our product information to ensure the correct size and style choices. Items must be delivered in an unworn condition to be accepted for an exchange.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
What is the status of my order?
Our customer service team is available from 9 am to 4 pm (Brisbane time) Monday to Friday. If you need information about your order status, feel free to reach out to us through telephone, email, or live chat.

Additionally, automated emails will be sent to keep you informed about the progress of your order. You'll receive notifications whenever there is a change in your order status, confirming the next steps and providing expected delivery times.
Can you deliver to alternate address?
Certainly! If you desire delivery to an address different from your billing address, kindly specify it during checkout. Alternatively, we can arrange delivery directly to a recipient residing at a distant location for your convenience.
 
Can my delivery be left at safe loction of my choice?
All our deliveries are dispatched through Australia Post with a signature on delivery requirement. In the event of your absence, the package will be taken to the nearest post office for convenient pickup at your leisure. Choosing the 'leave safe' option implies that Irosk will not be held responsible for any incidents where the order is deemed lost. We appreciate your understanding.
Can i collect my item in person?
At this time, we operate exclusively as a mail-order service and do not provide click-and-collect options. While we may consider specific requests, especially for customers based in Queensland, please note that we do not currently offer a click-and-collect service. If you have urgent requirements, we recommend reaching out to us via email for further assistance. Thank you for your understanding.
I have received a payment error in thec checkout. What is this?
If you encounter a payment error during checkout, it may be due to various reasons, with one common cause being a temporary hold placed by your card-issuing bank. This precaution is often triggered when a higher-than-usual online transaction is detected, especially if it deviates from your typical spending patterns. In such cases, we recommend reaching out to your bank or card provider to inform them of your legitimate purchase attempt.

Please be assured that we take great care on our end, and your card will not be charged more than once. If you encounter any other errors or require assistance with your order, feel free to contact us during our working hours (Australia Time) at 07 3667 7451

Account registration, sign in, password & linked accounts

Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.

Irosk Australia

Suite 1604, Brisbane Business Centre, 3/100 Campbell St, Bowen Hills, QLD, 4006 AUSTRALIA
Email: 

info@thefacet.com.au

Phone:

07 3667 7451