Where do you ship?

Currently we ship to: Australia, Canada, Japan, New Zealand, Singapore, and South Korea.

What are the shipping options?

We offer three shipping options:

Express Shipping + Extra Cover – Strongly Recommended

This option includes tracking, Extra Cover, and Signature on Delivery for added security and peace of mind, especially for high-value or one-off pieces.

*Extra Cover is an Australia Post service that provides compensation if a parcel is lost or damaged in transit - it is not insurance. Extra Cover is subject to Australia Post’s terms and conditions, and specific criteria must be met for a claim to be approved.

For full details, please refer to our policies and Australia Post’s official Extra Cover terms.

Express Shipping + Signature on Delivery

This option is includes tracking and signature on delivery. No Extra Cover is included.

Standard Shipping – Lowest Cost

This option is for orders of $500 and under. It includes tracking and Signature on delivery, but does not include Extra Cover. We offer this to make our jewellery more accessible to everyone, but it’s important to note that you, the buyer, assume all transit risk when selecting this option.

If your parcel is lost, stolen, or damaged in transit, we cannot offer a replacement or refund. Only true manufacturing defects are covered under our Refunds & Returns Policy.

Standard shipping is not recommended, particularly for high-value or one-off pieces of jewellery. By selecting this option, you agree to these terms.

How much does shipping cost?

Shipping fees are calculated at checkout and depend on delivery destination.

How long will it take for my order to be sent?

Ready-to-ship items: usually 1-3 business days, sometimes up to 7-10 during busy periods. Made-to-order items: 8-10 weeks, sometimes sooner. Custom projects (when available): as quoted individually - approximately 10-12 weeks. 

Can I change my shipping address after placing an order?

Try to tell us ASAP. We may be able to update before dispatch. Once your order is out the door, the address can’t be changed, and any re-delivery costs are on you.

Can I combine ready-to-ship items with made-to-order items in one shipment?

Yes, but the whole order will ship when your made-to-order pieces are ready. If you want ready-to-ship sooner, place a separate order. Separate shipping charges apply.

Do you ship internationally?

Yep - to all the countries listed above.

Why are shipping costs so expensive?

We hear you - shipping isn’t anyone’s favourite expense! But here’s the deal: we’re based in Australia, which is very far from most corners of the world. That, plus carrier fees, makes international shipping pricey (especially to the US). Sadly, these charges are set by the delivery carriers and your local governments - we can’t bend the laws of distance or gravity!

What happens if my order is lost or delayed in the post?

We pack every piece with care and include tracking, but once your parcel leaves our hands, the carriers take over. We can’t control delays, lost items, customs holds, or whether your tracking updates properly while in transit. Fingers crossed it gets to you safely, but technically, it’s out of our paws!

Why don’t you ship to my country?

We are working on adding more international shipping destinations but unfortunately, we do not currently ship to all worldwide locations due to postal restrictions, customs complications, or carrier limitations. If your country does not appear at checkout, shipping is not available at this time - sorry!

Click here to see our full table of estimated delivery times for Australian and international orders.

Are your rings true to size?

Yes - but sizing is your responsibility. Fingers change with temperature, time of day, and activity, so double check measurements before ordering. Wider bands feel snugger, so you may want to consider sizing up for chunkier pieces. Double check before ordering. See here for a size guide and conversion chart.

How do I measure my ring size?

Use a flexible measuring tape, a strip of paper, or measure an existing ring’s inner diameter. Measure fingers at normal temperature - width affects fit! See here for a size guide and conversion chart.

Is your jewellery hypoallergenic?

Sterling silver is hypoallergenic for most, but some may be sensitive or react to alloys. Sometimes you might notice a little green or black on your skin - this is harmless oxidation, not a reflection of quality. This can usually be prevented with proper jewellery care.

Are there variations between what I see online and what I’ll receive?

Yes! Each piece is handmade and/or hand-finished, so small differences in texture, finish, or gemstone placement are part of the charm. Consider product photos as a guide, not an exact blueprint.

Can I request customisations?

Depends! Reach out first and we’ll see what’s possible.

What materials do you use?

We work mostly with solid sterling silver (925) because it’s durable, looks incredible, and feels luxurious. Want gold? 9ct yellow gold is available on request (email us for a quote). Gemstones are mostly synthetic nano stones - they can be cast in place, they sparkle, and they’re kinder to the planet. Chains, clasps, and other findings may be pre-made, but they’re hand-selected and finished to keep everything looking cohesive and polished.

Can I return or exchange my order?

Because our jewellery is handmade, made-to-order, or one-off, we can’t offer returns or exchanges for change of mind, sizing mishaps, or personal preference.

What counts as a fault or defect?

If your piece arrives damaged, faulty, or not as described, it will be assessed. Genuine manufacturing faults, defects, or items unfit for purpose fall under this. Damage caused by wear, accidents, or misuse doesn’t count.

How do I submit a claim for a faulty item?

Email us at uglipupjewellery@gmail.com with: Proof of purchase & order number, a description of the issue, and clear photos showing the problem. We’ll review your claim and guide you on the next steps.

Who pays for return shipping?

If your claim is pre-approved as a genuine production fault, we’ll cover the cost of shipping back to us. If it’s determined the issue is from personal use or accident, you’ll need to cover return shipping back to you.

How long will it take to get a refund?

Approved refunds go back to the original payment method. It usually takes 5-10 business days for your bank to process the transfer. That part is out of our hands, so hang tight.

Do you repair jewellery?

We don’t do general repairs or resizing (unless it’s a genuine production fault on our end). For everything else, your friendly local jeweller is your go-to. PSA: we can’t be responsible for third-party work.

How do I care for my jewellery?

Treat it with love: keep it dry, avoid harsh chemicals, and store pieces separately to prevent scratches. Wear it often - it actually helps slow tarnishing.

Will my silver tarnish?

Yes, eventually - sterling silver naturally oxidises. Some people love the patina, and some like it shiny. Either way, it doesn’t harm your jewellery. Using a silver polishing cloth will remove the tarnish and make it bright again!

Can I wear my jewellery in the shower, pool, or while exercising?

Best to avoid it. Water, sweat, and chemicals can speed up tarnishing or cause damage.

How do I clean my jewellery?

Warm water, a bit of dish soap, and a soft toothbrush for crevices works wonders. Polish with a soft silver cloth to remove tarnish and restore shine.

Do you accept custom jewellery orders?

Yes! We'd love to hear your ideas and translate them through the Ugli Pup lens. Reach out to us at uglipupjewellery@gmail.com

How long does it take to make a custom piece?

Typically 10-12 weeks, but it depends on the design and materials involved. We’ll outline that with you and keep you updated if anything changes.

Can I make changes once a custom order has started?

Once production starts, changes aren’t guaranteed and may incur extra costs. Best to finalise all details before we get crafting.

Do custom orders have a warranty?

Yes, a limited warranty for craftsmanship defects only. Normal wear, misuse, or accidents aren’t covered.

Who makes your jewellery?

Just me - one-person studio, one-person chaos, one-person obsession. I design, craft, finish, and quality-check every piece myself. Outsourcing of casting is done by a trusted local casting house in Melbourne city.

What does “handmade” mean?

It means real hands, real tools, and a real human touch. Some pieces start as wax models, some are shaped entirely by hand. Each one has tiny quirks and charm because no two pieces are exactly the same.

Why are some pieces one-off or made-to-order?

One-offs = unique, never to be repeated. 

Made-to-order = a repeatable design crafted specially for you. 

Both ensure your jewellery is as special as you are.

Are your designs original? Can people copy them?

All designs are 100% Ugli Pup originals. Please don’t take a photo and ask someone else copy it - we work too hard for that.

How do I contact you?

uglipupjewellery@gmail.com