DustyJewelz FAQ
🖤 Product & Sizing
Are plugs, tunnels and ear weights sold as a pair or individually?
Unless otherwise stated on the product page, our plugs, tunnels and ear weights are sold as a pair. Except of most of our ear tapers and dead plugs/tunnels as customers sometimes prefer to stretch one ear at a time.
If a design is sold individually, it will be clearly mentioned in the item description.
If you’re unsure, feel free to contact us before purchasing.
I’m new — where can I learn about sizes and gauges?
No stress, we’ve got you 🖤
If you’re unsure about millimetres, gauge sizes, or jewellery terminology, check out our full sizing guide where we explain everything step by step.
👉 View the DustyJewelz Size Guide
For the safest fit, we also recommend confirming your size with a professional piercer before ordering.
What size should I order?
f you are unsure of your size or gauge, we strongly recommend visiting a professional piercer before ordering.
Because body jewellery is a hygiene item, we cannot accept returns for incorrect sizes.
If you need help, contact us before purchasing — we’re happy to guide you.
I ordered the wrong size — can I exchange it?
Returns are accepted within 30 days of delivery only if the item is unused, unopened and in original packaging.
Opened or worn body jewellery cannot be returned for hygiene and safety reasons, unless it is faulty or we did a mistake.
📦 Shipping & Delivery
Where do you ship from?
To get your jewellery to you as quickly as possible, we dispatch orders from multiple warehouses located in Australia and Singapore.
Depending on stock availability, your items may arrive in separate parcels.
If that happens, the rest of your order will follow shortly.
When will my order ship?
Orders are typically dispatched within 1–3 business days.
During sales, holidays or busy periods, processing may take slightly longer.
If there is a major delay, we will email you.
How long will delivery take?
Shipping times vary depending on your location and may be affected by customs or local postal networks.
Please refer to our Shipping Policy for country-specific estimates.
Why did my items arrive in separate parcels?
We ship from multiple warehouses (Australia, Germany and Singapore) to get products to you faster.
If items are split, the remaining parcel will arrive shortly after.
📬 Tracking & Delivery Updates
How do I track my order?
Once your order ships, you’ll receive a tracking email with a link.
Please allow a little time for updates to appear.
Once tracking is available you can also track your order here →
My tracking hasn’t updated
Tracking can take a few days to refresh, especially while parcels move between countries or through customs.
If it has been more than 5 business days with no movement, feel free to contact us and we’ll help investigate.
My tracking says delivered but I don’t have it
We recommend checking with household members, neighbours or your local post office first.
If you still can’t locate it, please contact us and we’ll assist you with the next steps.
Why is my parcel stuck in customs?
International parcels must pass through customs clearance.
This process is handled by local authorities and can sometimes cause delays.
If payment of VAT or duties is required, your postal service will contact you directly.
Who delivers my parcel?
Delivery is handled by your local postal service or courier partner once it arrives in your country.
🌍 Customs & VAT
Will I need to pay customs or VAT?
nternational orders may be subject to import duties, VAT or postal handling fees charged by the destination country.
Customers in some European countries are especially likely to be contacted by their postal service to pay VAT before delivery.
These charges are set by your local authorities and are not included in your order total.
Who is responsible for customs charges?
The customer is responsible for any import taxes or postal fees required by their country.
What happens if I don’t pay customs?
If a parcel is refused or returned because customs fees were not paid, original shipping and return costs will be deducted from the refund.
🔄 Returns & Refunds
My order arrived damaged or incorrect
Oh no — we’re really sorry about that 🖤
While we do our absolute best to check every parcel carefully, we’re only human and mistakes or shipping damage can occasionally happen.
Please contact us within 7 days of delivery and include:
• your order number
• clear photos of the item
• photos of the packaging
Once we’ve reviewed everything, we’ll make it right as quickly as possible with a replacement or refund.
Do you offer exchanges?
The fastest way to receive a different item is to place a new order.
If your original item qualifies for return, we will refund it once it arrives back and passes inspection.
What items are eligible for return?
We currently accept returns on:
• Charms & clasps
• Ear cuffs
• Dreadlock jewellery
All other body jewellery is final sale once opened.
💳 Orders & Payments
What if I entered the wrong address?
It happens more often than you’d think 🖤
If you notice an error, please contact us as soon as possible.
If your order has not yet been dispatched, we will do our best to correct it.
Once shipped, the parcel is in the hands of the carrier and we cannot guarantee that address changes are possible.
If the carrier determines the address is incorrect or undeliverable, the parcel may be returned to sender. You will be able to follow this movement using your original tracking link.
Once the parcel arrives back to us, we can organise a refund or arrange reshipping.
Please note:
• refunds are only processed after the item has been returned to us
• original shipping costs are non-refundable
• additional postage will apply for reshipment
Can I change my address after my order has been dispatched?
Once an order has been shipped, we are unfortunately unable to change the delivery address.
Parcels are already with the carrier and we no longer have control over rerouting.
We recommend contacting your local postal service as soon as possible — in some cases they may be able to assist.
Can I cancel my order?
Changed your mind? No worries — reach out to us as quickly as you can.
If the parcel hasn’t left our warehouse yet, we’ll try our best to cancel it.
After dispatch, we’re unable to stop the shipment and our regular return policy will apply.
What payment methods do you accept?
We accept major credit and debit cards.
We also offer PayPal, Klarna and Afterpay so you can shop now and pay later.
Available methods may vary depending on your location and will be shown at checkout.