FAQ

Where is Thread & Touch Jewellery based?

We're a small handmade jewellery brand based in West Auckland, New Zealand. Every piece is wire-wrapped by hand here.

Can I see your jewellery in person?

Yes. Most Saturdays you'll find us at Britomart Saturday Market. On the second Saturday of each month, we're at Mt Eden Craft Market instead. Times and locations are posted on our Instagram @threadtouch.nz. Free local pick-up is also available in Auckland.

How long will my order take?

Every piece is handmade to order, so please allow 5–7 days for preparation before your order is dispatched. After dispatch, delivery takes about 7–10 days within New Zealand and 10–14 days to Australia.

How much is shipping?

New Zealand: NZ$6, or free on orders over NZ$88. Free local pick-up is available in Auckland.
Australia: AU$12, or free on orders over AU$120.

Do you ship to other countries?

We currently ship to New Zealand and Australia. If you'd like to order from somewhere else, please contact us first.

Is my order gift-ready?

Yes. All orders are carefully packaged and ready for gifting.

Can I return or exchange my order?

Yes. You can return or exchange an item within 14 days of delivery, as long as it is unworn, undamaged and in its original packaging. For hygiene reasons, earrings can't be returned or exchanged unless faulty. For change-of-mind returns, return shipping is the customer's responsibility. If your item arrives damaged or faulty, contact us within 14 days of delivery with photos and we'll make it right. Full details are in our Refund Policy.

How do I start a return?

Email threadtouchnz@gmail.com or message us on Instagram @threadtouch.nz with your order number and the reason for the return.

Are the gemstones and pearls real?

Yes. Every piece uses natural gemstones, such as amethyst, aventurine, chalcedony, fluorite, tourmaline and moonstone, and real freshwater pearls. Because they're natural, each stone and pearl varies slightly in colour, size and shape.

Will my jewellery look exactly like the photos?

Our pieces are made with natural gemstones and freshwater pearls, so slight variations in colour, size and shape are part of what makes each piece unique.

What metal do you use? Is it solid gold or sterling silver?

The wire is colour-fast gold-plated or silver-plated copper, and the chains and ear hooks are plated stainless steel. It isn't solid gold or sterling silver, which keeps each piece affordable. The plating is made to hold its colour, and a little care helps it last even longer. See our Jewellery Care page.

How do I look after my jewellery?

Our plating is colour-fast, and a little care helps it last even longer:

• Keep it away from perfume and cosmetics, and take it off before showering
• After sweating, rinse with clean water and air dry
• Keep it in the pouch or box provided when you’re not wearing it

How can I contact you?

Email threadtouchnz@gmail.com or message us on Instagram @threadtouch.nz.