Frequently Asked Questions

Every piece at Tale of Heart is created with intention and care.
Below you will find answers to the most commonly asked questions.

If your question is not answered here, please write to us.

Orders

1. How do I place an order with Tale of Heart?

All Tale of Heart pieces are available exclusively through our official website at www.taleofheart.com. Simply select your piece from our standard collections or Personalisation Studio and complete checkout securely. You will receive an order confirmation email once your order has been successfully placed. For Custom 3D or Hand Drawn Heart pieces in our personalisation studio, we will contact you directly, after the order has been placed, to request for your design.
2. Are Tale of Heart pieces ready made or made to order?

Our standard collection pieces are crafted in small, intentional batches to honour slow handmade craftsmanship and avoid overproduction. This is also why each piece in our standardised collection is unique and may vary slightly between another, especially in colour of the semi precious gemstones.

All Personalisation Studio pieces are made to order. This means each piece is created specially for you with care and purpose.
3. How will my jewellery pieces arrive?

Your jewellery will arrive thoughtfully packaged in our signature Tale of Heart packaging.

Each piece is placed in a handmade jewellery holder and secured within our timeless black keepsake box designed to hold your treasures long after unboxing. Inside the jewellery box, you will find a small protective pouch for safely storing your jewellery when not worn.

The box is wrapped in a reusable drawstring bag, designed to reduce unnecessary gift wrapping waste while offering a beautiful, functional keepsake. Your order is then placed inside our outer protective box and shipped in a black fully compostable mailer.

Our packaging is crafted from FSC-certified paper sourced from responsibly managed forests and designed to be recyclable or reusable wherever possible. For detailed information on materials, reusability and disposal guidance, please visit Our Packaging page.
4. How long will it take for my order to arrive?

Our Full Collection (In Stock)
Orders are typically dispatched within 2–3 working days if placed on a weekday. Shipping times will vary depending on your location.

Our Full Collection (Out of Stock/Pre-Order)
If a collection piece is purchased via pre-order due to temporary stock shortage, please allow 4-6 weeks for production and dispatch. Each piece is handmade slowly by our artisans in Jaipur and we do not rush craftsmanship.

Personalisation Studio
All personalised pieces are made to order and may take approximately 4–6 weeks for production before dispatch, after the design and 3D imaging has been approved. Production times may vary during peak periods depending on order volumes. For urgent enquiries, please contact hello@taleofheart.com and we will do our best to try to expedite your order within reasons.

Please refer to our Shipping Page for full details.
5. Can I cancel or change my order once it has been placed?

Our Full Collection (In Stock)
We are unable to cancel or amend orders once placed, including size changes or adding additional items. If your order has not yet been dispatched, we may be able to update shipping details.

Our Full Collection (Our of Stock/Pre-Order)
We are unable to cancel or amend orders once placed, including size changes or adding additional items. If your order has not yet been dispatched, we may be able to update shipping details.

Personalisation Studio
As these pieces are made especially for you, we are unable to accept changes or cancellations once production has commenced. If you contact us within one hour of placing your order, we will do our best to assist before production begins.

Please contact our Customer Care team as soon as possible.
6. Can I place a phone or social media order?

For payment security and accuracy of order purposes, all orders must be placed directly through our official website. This includes Our Full Collection (In Stock), Our Full Collection (Out of Stock/Pre-Order) and all Personalisation Studio Pieces.
7. Do you offer gift cards? 

We currently do not offer gift cards. Digital gift cards will be launching soon.
8. Can I purchase an item that is out of stock?

Some pieces may be available for pre-order if temporarily out of stock. Production timelines for pre-order items typically range from 4–6 weeks.

If an item is unavailable for pre-order, please contact us to register your interest. If there is enough interest, we may bring back the favourite pieces into our collection.

Purchasing

1. What payment methods do you accept?

We accept VISA, Mastercard, AfterPay, Shopify Pay, Google Pay and Apple Pay.
2. What currency will I be charged in?

Australian customers shopping within Australia will be charged in AUD. International customers will be charged in their local currency where supported by Shopify. If your local currency is not supported, payment will be processed in AUD.

Please note that Tale of Heart is not responsible for international transaction fees or any additional charges applied by your bank/credit cards and/or financial institution.
3. My payment was declined, What should I do?

Declined payments are often due to insufficient funds, incorrect details, expired cards and/or security limitations set by your payment provider.

Please contact your bank or payment provider directly. If issues persist, contact our Customer Care team at our Contact Us page.
4. Can I purchase multiple items in one order?

Yes. You may purchase multiple items in a single order. Each item will be individually packaged to protect your jewellery.

Please note that all items within a single order will be shipped to one address. If you require delivery to multiple addresses, please place separate orders.

Human – Our Artisans

1. Where is Tale of Heart jewellery made?

All Tale of Heart jewellery is handcrafted in Jaipur, India by generational family artisans. To learn more, please visit our Human pillar page.
2. How are your pieces made?

Each piece is handcrafted one at a time in small batches. From casting to stone setting and final polish to engraving, every stage is handled with care to honour slow craftsmanship and minimise waste.

3. Are your jewellery and gemstones ethically sourced?

Yes. Our 14 karat solid gold is responsibly sourced and crafted in small batches to reduce waste.

Our CVD labgrown diamonds are ethically produced, certified and selected for quality and clarity. We chose labgrown diamonds to minimise the current global impact of naturally mined diamonds.

Our naturally occurring semiprecious gemstones are ethically sourced and carefully cut by hand to reduce wastage while maintaining integrity and beauty. This means each piece could look unique, different and made for you.

We are committed to honouring both your moments and the planet.

Shipping

1. What are your shipping delivery options?

All Australian and international orders are shipped via DHL unless unavailable in your location, in which case we partner with a trusted alternative carrier.

Shipping timelines vary depending on destination and production timelines.
2. How can I track my package?

Once your order has been dispatched, you will receive a confirmation email containing your tracking details.

All deliveries require a signature upon delivery to ensure your jewellery is safely received.
3. Will I need to pay customs duty and tax?

Customs duties, tariffs and taxes may apply depending on your country’s regulations and is payable by the recipient.

Where applicable, certain duties and taxes may be calculated at checkout. However, any additional brokerage fees, tariffs or import charges imposed by local customs upon arrival is the responsibility of the recipient.
4. Does delivery require a signature?

Yes. Due to the value of our jewellery, all deliveries require a signature. We do not offer unattended drop-off or locker delivery options.
5. What if I miss the delivery?

If you miss your delivery, DHL will typically hold your parcel at a local depot. You may arrange a redelivery attempt or contact DHL directly for collection options.

You will usually receive a notification from DHL prior to delivery with options to adjust timing if required.

Returns & Warranty

1. What is your return policy?

Ready made collection pieces may be eligible for return in accordance with our Returns Policy.

Personalised, pre-order and made to order pieces are final sale unless deemed faulty.

Please refer to our Returns Policy for full terms and eligibility.

2. Do you offer a warranty?

We offer a complimentary 6 month manufacturing warranty covering defects in craftsmanship.

This does not cover normal wear and tear, accidental damage, misuse or improper care.

Care

1. How should I care for my jewellery?

To maintain longevity:

• Store in a dry place
• Avoid water, perfumes and harsh chemicals, as much as possible
• Remove before swimming, showering or exercising
• Clean gently with a soft jewellery cloth or wash with water and soap

For detailed instructions, please visit our Jewellery Care Guide.

If you have additional questions, please contact our Customer Care team via our Contact Us page or email hello@taleofheart.com.

We are here to help you mark your moment and treasure it forever.