CUSTOMER CARE

Customer Care

Need help? Got questions? We’ve got answers! 

If you can’t find the answer you’re looking for please email heidi@williewildeinks.com.au, or message on Facebook  and we’ll get back to you within 24hours.

When will my sparkles be posted?

Purchases are processed in order as received, those items listed as ‘in stock’ will be posted from the Wagga Wagga office Monday through Friday and are usually off to you within the 2-3 business days of placement of order (unless otherwise noted). Shipping time for custom/handmade pieces may take longer, details of which can be found in the product description. When your order ships, we will email you a shipping confirmation with tracking information. Please check your spam folder if you did not receive the shipping email.

How else can I purchase from Willie Wilde Inks?

Willie Wilde Inks is primarily an online small business, we do not have a physical storefront at this time. However, we do endeavour to ‘get on the road’ as often as possible and visit markets regularly on the east coast. If there is a particular market day on the calendar that you like to visit we are always open to attendance requests!

How will my sparkles arrive?

We love to gift wrap each order so it feels like a little present when it arrives. Your precious gift will be personally wrapped and sealed for maximum protection during postage to ensure they arrive safely to you or the recipient. If you are buying and sending to others, I am more than happy to include a personalised message and card – please email heidi@williewildeinks.com.au to advise.

What are your pieces made of?

Willie Wilde Inks carries a mixture of luxe curated treasures and those purely designed & handcrafted by Heidi. Only the highest quality materials are sourced in both instances. Our favourite metals are electroplated & natural stainless steel, titanium, tungsten and ceramic. The contemporary metals offer hypoallergenic qualities, indestructible features, tarnish/scratch resistance and a stylish appearance at an affordable price compared to solid sterling silver & gold. Other materials used in the handcrafted pieces include semi-precious stone, glass, resins & gels, clay and brass. Exact materials associated with each style are listed on their product detail page.

How should I best care for my sparkles?

To keep your little luxuries at their best, please give them occasional breaks and store neatly when not in use. Avoid contact with moisture and liquid cosmetics; this includes lotion, sunscreen, and perfume. Pieces that are not completely stainless steel/titanium should never be worn in the shower, the pool or the ocean. Also pack your sparkles carefully when not in use or for travel, some of the pieces – such as the memory lockets – are made with glass so particular care should be given to these pieces. The glass and metals can be easily polished to a high sheen with a soft, non-scratching cloth.

Does Willie Wilde Inks have a product guarantee?

Our Contemporary Metals Guarantee: The collections made using 316L stainless steel (Premium Snap Button products, Glass Memory Lockets, Coin Lockets, Interchangeable Crystal) are crafted using steel and superior 18K gold electroplating that stands up to wear, tear, and tarnish better than many wildly expensive brands. What makes us so sure? We “test-wore”the collection for a year; in hot & cold weather, 236 days of work, 99 events and 2 weddings (or was it 3?). If you’re not completely thrilled with your contemporary metals purchase, email heidi@williewildeinks.com.au for assistance. All our contemporary metal pieces come complete with a luxe pouch for storage to keep your little luxury safe from the elements when not in use. To keep your item at its best, please avoid contact with any moisture and liquid cosmetics, and do not wear in the shower. This is due to the other materials present in the crafting – such as crystals, glass, semi-precious stones etc – that may have been glued in.

If your little luxury is less than perfect upon arrival, we want to know! Send a photo to heidi@williewildeinks.com.au, and we will get back to you with a solution or a full refund including any postage paid.

What information do I need before I place a personalised or customised order?

All custom personalised pieces are made-to-order and final sale. The order cannot be cancelled or altered after submitted, and it cannot be returned. You will be charged at the time the order is placed. Production times vary from 1-2 weeks; you can find an item’s production time on its product page. Products are created at our discretion, and we will not produce any jewelry containing profane language. If you have questions about your custom piece, please email heidi@williewildeinks.com.au.

Where does Willie Wilde Inks deliver to?

At the moment we are posting within Australia only. Please see the shipping page for more details.

What should I do if my order hasn't arrived?

If you haven’t received your parcel within the specified time (see here for specified time) please email heidi@williewildeinks.com.au, and we can track your parcel.

What should I do if I have trouble placing an online order?

Please don’t hesitate to contact us via email , phone 0435052307 or even Facebook

How accurate are the product images on the site?

The images that represent each product are as accurate as possible and we aim to have numerous images for each product.

Sometimes there may be a slight variation between each item as some products have unique and natural components. Some colours may also vary slightly due to computer image quality.

How accurate are the product measurements on the site?

We do our best to ensure all measurements and diameters are as accurate as possible. Please don’t hesitate to query further or request a more detailed photo regarding a specific item.

Sometimes there may be a slight variation between each item as some products have unique and natural components. Some colours may also vary slightly due to computer image quality.

Do you have products suitable for sensitive skin or ears?

There are many pieces that are suitable for sensitive skin due to their hypoallergenic properties. Product descriptions will state the types of metals used, but if any doubt please don’t hesitate to contact us for further clarification. For example, some earrings are made with plated alloy bases (brass, iron) and others include a hypoallergenic stainless steel post/hook.

What forms of payment do you accept?

Willie Wilde Inks accepts all payments online through the security of the Paypal payment gateway. Paypal allows transactions with all major credit cards, however payments can also be made using a debit card if you have a Paypal account.

If you have problems placing an order online, we are always happy to take orders over the phone (0435052307) or via email (heidi@williewildeinks.com.au).

Can I return an item?

No problem! We make our pieces to last and be loved, if for any reason you are not 100% satisfied that this is the right product for you be assured that Willie Wilde Inks is happy to refund or exchange within a 30 day period of receiving goods. Please see the Returns page for further details, however, returns must meet 3 conditions…

  1. Be unworn – tags/stickers attached and include all original packaging
  2. Have receipt of online order confirmation
  3. Advise of return within the 30 day time frame

Please note, for hygiene purposes we cannot refund or exchange on earring purchases.

What should I do if my items arrive damaged from transit or items are missing?

If your goods are damaged when you receive them, please contact us straight away and we will replace your order. Ditto if there seems to be any items missing! Please see the information under Returns.

The particular sparkle I wanted is now out of stock - can I still get that item?

There are times when pieces are made as one offs, however more often than not it is possible to replicate or reorder…alternatively maybe you would like a custom made design – please email or Facebook us to discuss your needs.

We know you’re gonna love your Willie Wilde Inks sparkles, however, we know there are times when a colour is not close enough to your favourite dress or a ring may be a weeny bit tight .. so .. if you would prefer to discuss an exchange, modification or refund we are only too happy to make YOU happy! All returns can be made up to 30 days within the receiving of goods. Please note the following conditions must be met…


1... The Item Must Be in Original Purchase Condition

The item must not have been worn and must be returned in the same condition and packaging as originally arrived. This includes any tags or stickers that were attached directly to the item.

Interchangeable pieces such as snap fit buttons, coins and charms are also seal packed, and this seal will need to be unbroken to deem returnable.

2... Return Must Be Within 30 Days of Ordering & Receiving

You will have 30 days from receiving your item to advise of a return. Any return or exchange beyond 30 days will be at the discretion of Willie Wilde Inks.

Please contact us first so we are aware to look out for the returned items. You are responsible for the one-way return postage (if you bought your item via Paypal they will be able to refund you the postage fees).

3... Proof of Purchase Is Needed for Return

All online orders receive an email confirmation and tax invoice after purchase.

Please print & retain a copy in case of return, as this will be needed to included within returned package.


PLEASE NOTE: Strictly no refund or exchange can be given on earrings for hygiene reasons.

It is advised to return by trackable postage and all items to be returned must be packaged securely (wrapped in bubble or securely in a box) so the items are not damaged during transit.

Upon receipt of returned goods, Willie Wilde Inks reserves the right to deny refund or exchange if the product/s does not meet return policy requirements.


FAULTY GOODS

Your items will be considered faulty if they are received damaged, or they break within 6 months of purchase. Items damaged as a result of wear and tear are not considered to be faulty. If the product cannot be replaced or repaired we will offer a refund or exchange. Just send us a quick email outlining the fault including an image if possible and we will either replace it straight away or repair it. If you have any questions about our returns policy, please contact us. In the event that we process an order incorrectly or you receive a damaged or defective item, we will gladly replace the exact same item and we will pay the delivery cost.

EVERY ORDER IS SPECIAL!

We all love the feeling of receiving gifts in the mail.

You order. You wait. Hurray! It’s here!

Extra special attention is given to every order, gift wrapping is complimentary and we aim to securely package & mail within 48 hours.

Each order is sent as a standard trackable parcel with Australia Post in satchels or mailers. Parcels are also sent as registered mail when they reach $100.

We offer a standard flat postage rate of $5.95 Australia wide.

Express Post is available on all orders for a discounted rate of $9.95

 No International postage is offered at this time.

Currently, Australia Post standard post timeframes are estimated between 1-7  business days and express post 1-3 business days. These estimated delivery times are based on location. For example, rural WA may take 2-3 days longer than capital cities.

Disclaimer

We have chosen Australia Post  based on excellence and quality but there may be times when parcels are delayed due to unforeseen circumstances such as weather, natural disasters, transport conplications and strikes.  Willie Wilde Inks can not take responsibility for such delays out of our control.

ORDER PROCESSING

Once you order your new sparkles you will firstly receive an order confirmation email and invoice to confirm your order has been received.   Once your order has been processed, you will receive another email from us to confirm your goods are on their way!

Terms of Trading

When you purchase a product from the Willie Wilde Inks website you are accepting the following terms and conditions which are legally binding. Please read through carefully before making your purchase.

Customers must provide their contact details including actual full name, phone number, e-mail address and other requested information. Customers warrant that the payment details provided when purchasing products are theirs and are valid and correct.

PRIVACY

Willie Wilde Inks recognises and respects your privacy and treats your personal information as private. All personal details provided will be kept safe, secure and confidential and will not under any circumstances be distributed to third parties. Your details will be kept on a private database for Willie Wilde Inks use only.

PAYMENTS

We accept payment using PayPal. We do not accept cheques, cash or money orders.  All payments are processed at the point of order.

Please ensure all of your contact details are correct when placing an order so we can contact you should there be any issues.

CURRENCY

All product prices, shipping prices and payment transactions on the Willie Wilde Inks website are quoted in Australian Dollars (AUD).

GST & TAXES

All products bought on the Willie Wilde Inks retail website include GST. Products shipped internationally may attract customs duties and taxes. It is your responsibility to pay any additional customs duties and taxes on the delivery of your products.

ORDER PROCESSING

You will receive an order confirmation email and invoice via email once your order has been received.

We do our best to process and dispatch all orders within 2-4 business days from the time they begin processing, pending availability and payment authorisation. We will email you if we can foresee any delays.

Orders placed on a Monday will begin processing the next business day (excluding holidays). Orders placed on a Friday will begin processing the following Monday.

The Willie Wilde Inks customer service team will contact you if the product you have selected is not currently in stock.

CANCELLATIONS

Once an order is submitted we are unable to change or cancel the order.

We at Willie Wilde Inks (“Willie Wilde Inks,” “we,” “us,” or “our”) have created this privacy policy (this “Privacy Policy”) because we know that you care about how information you provide to us is used and shared. This Privacy Policy relates to the information collection and use practices of Willie Wilde Inks in connection with our Platform. By visiting our Platform, Visitors and Registered Users are agreeing to the terms of this Privacy Policy and the accompanying Terms of Use.

Capitalised terms not defined in this Privacy Policy shall have the meaning set forth in our Terms of Use.

The Information We Collect

In the course of operating the Platform, we will collect (and/or receive) the following types of information. You authorize us to collect and/or receive such information.

1. Personal Information

When you sign up to become a Registered User, you will be required to provide us with personal information about yourself, such as your name, e-mail address, and Credentials. If you contact us, you will need to provide your name and e-mail address. Registered Users may also provide identifiable information in the course of using the Platform. In addition, Registered Users may elect to use Facebook Connect or similar logins to automatically populate certain information on our registration page. If you use such third-party logins, you are authorizing Willie Wilde Inks to collect, store, and use, in accordance with this Privacy Policy, any and all information that you agreed that Facebook, Inc. (“Facebook”) or such other third parties could provide to us through their application programming interface (“API”). Such information may include, without limitation, your first and last name, Facebook username, Facebook profile picture, unique Facebook identifier and access token, and e-mail address. All information we collect and/or receive under this section is collectively called “Personal Information.” We do not collect any personal information from Visitors or Registered Users when they use the Platform, unless they provide such information voluntarily.

2. Geolocational Information

Certain features and functionalities of the Platform are based on your location. In order to provide these features and functionalities while you are using a mobile device, we may, with your consent, automatically collect geolocational information from your mobile device or wireless carrier and/or certain third-party service providers. Such information is collectively called the “Geolocational Information.” Collection of such Geolocational Information occurs only when the Platform is running on your mobile device. You may decline to allow us to collect such Geolocational Information, in which case Willie Wilde Inks will not be able to provide certain features or functionalities to you.

3. Billing Information

When you wish to purchase a product or service, you will be required to provide certain information to our third-party payment vendors pursuant to the terms and conditions of their privacy policies and terms of use. Such information may include a debit card number, credit card number, expiration date, billing address, activation codes, and similar information. Such information is collectively called the “Billing Information.” You authorize our third-party payment vendors to collect, process, and store your Billing Information. Willie Wilde Inks does not store or process your Billing Information.

4. Transaction Information

When Registered Users wish to make a purchase through the Platform, they must provide us with certain information about the transaction they are seeking to execute. Such information is collectively called the “Transaction Information.”

5. Other Information

In addition to the information noted above, we may collect additional information (collectively, the “Other Information”). Such Other Information may include:

a. From You. Additional information about yourself that you voluntarily provide to us (e.g., via a survey), such as household income range, gender, product and service preferences, and other information that does not identify you personally.

b. From Your Activity. Information that we automatically collect when you use the Platform, including, without limitation:

– IP addresses, which may consist of a static or dynamic IP address and will sometimes point to a specific identifiable computer or device; browser type and language; referring and exit pages and URLs; date and time; amount of time spent on particular pages; what sections of the Platform you visit; and similar data; and

– Information about your device, including the type of device; universally unique ID (“UUID”); advertising identifier (“IDFA”); MAC address; operating system and version (e.g., iOS, Android or Windows); carrier and country location; hardware and processor information (e.g., storage, chip speed, camera resolution, NFC enabled); network type (WiFi, 3G, 4G, LTE); and similar data.

c. From Cookies. Information that we collect using “cookie” technology. Cookies are small packets of data that a website stores on your computer’s or mobile device’s hard drive so that your computer will “remember” information about your visit. We may use both session cookies (which expire once you close your web browser) and persistent cookies (which stay on your computer until you delete them) to help us collect Other Information and to enhance your experience using the Platform. If you do not want us to place a cookie on your hard drive, you may be able to turn that feature off on your computer or mobile device. Please consult your Internet browser’s documentation for information on how to do this and how to delete persistent cookies. However, if you decide not to accept cookies from us, the Platform may not function properly.

d. Third-Party Analytics

We use third-party analytics services (such as Google Analytics) to evaluate your use of the Platform, compile reports on activity, collect demographic data, analyze performance metrics, and collect and evaluate other information relating to the Platform and mobile and Internet usage. These third parties use cookies and other technologies to help analyze and provide us the data. By accessing and using the Platform, you consent to the processing of data about you by these analytics providers in the manner and for the purposes set out in this Privacy Policy.

For more information on Google Analytics, including how to opt out from certain data collection, please visit https://www.google.com/analytics. Please be advised that if you opt out of any service, you may not be able to use the full functionality of the Platform.

e. From Other Sources.We also may collect or receive information from third parties, such as Facebook and/or other third-party social media sites.

Information Collected by or Through Third-Party Advertising Companies

We may share Other Information about your activity on the Platform with third parties for the purpose of tailoring, analyzing, managing, reporting, and optimizing advertising you see on the Platform and elsewhere. These third parties may use cookies, pixel tags (also called web beacons or clear gifs), and/or other technologies to collect such Other Information for such purposes. Pixel tags enable us, and these third-party advertisers, to recognize a browser’s cookie when a browser visits the site on which the pixel tag is located in order to learn which advertisement brings a user to a given site.

How We Use and Share the Information

We use the Personal Information, the Geolocational Information, the Transaction Information, and the Other Information (collectively, the “Information”) to provide our services; to process orders for products and services; to administer our rewards and promotional programs; to maintain and improve our Platform and services to you; to solicit your feedback; and to inform you about our products and services and those of our third-party marketing partners.

We may also use and/or share Information as described below.

– Willie Wilde Inks will access, use, and share the Information as required to process your orders and provide support to you.

– In order to provide our services and administer our rewards and promotional programs, we may share the Information with our third-party promotional and marketing partners, including, without limitation, businesses participating in our various programs.

– With your permission, third-party applications or services may access your Personal Information. We use standard OAuth (open authorization) to enable you to give permission to share your Personal Information with other websites and services, such as Facebook and Twitter (e.g., when you agree to a pop-up requesting you to allow another application to access your account information). We also use OAuth to allow us to share information about you that is stored by us without sharing your security credentials.

– We may employ other companies and individuals to perform functions on our behalf. Examples may include providing technical assistance, order fulfillment, customer service, and marketing assistance. These other companies will have access to the Information only as necessary to perform their functions and to the extent permitted by law.

– In an ongoing effort to better understand our Visitors, Registered Users, and our products and services, we may analyze Information in aggregate form in order to operate, maintain, manage, and improve the Platform and/or our products and services. This aggregate information does not identify you personally. We may share this aggregate data with our affiliates, agents, and business partners. We may also disclose aggregated user statistics in order to describe our products and services to current and prospective business partners and to other third parties for other lawful purposes.

– We may share some or all of your Information with any of our parent companies, subsidiaries, joint ventures, or other companies under common control with us.

– As we develop our businesses, we might sell or buy businesses or assets. In the event of a corporate sale, merger, reorganization, sale of assets, dissolution, or similar event, the Information may be part of the transferred assets.

– To the extent permitted by law, we may also disclose the Information: (i) when required by law, court order, or other government or law enforcement authority or regulatory agency; or (ii) whenever we believe that disclosing such Information is necessary or advisable, for example, to protect the rights, property, or safety of Willie Wilde Inks or others.

Information You Share

Please keep in mind that whenever you voluntarily make your Personal Information available to third parties — for example on message boards or web logs; through email; or in comment or chat areas — that information can be seen, collected, heard, and/or used by others besides us. We cannot be responsible for any unauthorized third-party use of such information.

How We Protect the Information

We take commercially reasonable steps to protect the Information from loss, misuse, and unauthorized access, disclosure, alteration, or destruction. Please understand, however, that no security system is impenetrable. We cannot guarantee the security of our databases, nor can we guarantee that the Information that you supply will not be intercepted while being transmitted to and from us over the Internet. In particular, e-mail sent to or from the Platform may not be secure, and you should therefore take special care in deciding what information you send to us via e-mail.

External Websites

The Platform may contain links to third-party websites. We have no control over the privacy practices or the content of any of our business partners, advertisers, sponsors, or other websites to which we provide links. As such, we are not responsible for the content or the privacy policies of those third-party websites. You should check the applicable third-party privacy policy and terms of use when visiting any other websites.

Changes to This Privacy Policy

This Privacy Policy is effective as of the date stated at the top of this Privacy Policy. We may change this Privacy Policy from time to time. By accessing the Platform and/or using our services after we make any such changes to this Privacy Policy, you are deemed to have accepted such changes. Please be aware that, to the extent permitted by applicable law, our use of the Information is governed by the Privacy Policy in effect at the time we collect the Information. Please refer back to this Privacy Policy on a regular basis.

How to Contact Us

If you have questions about this Privacy Policy, please contact us via email at heidi@williewildeinks.com.au with “Privacy Policy” in the subject line.

Well hello there!  Got a query or need to tell us something?

Feel free to call or text us on 0435052307 or

email us at heidi@williewildeinks.com.au

Alternatively, try our social media links…

NEED HELP?

EMAIL US heidi@williewildeinks.com.au | CALL US 0435052307 We aim to respond within 24 hours Monday to Friday