FAQ's

Got a question? Here are a few of our commonly asked questions.

 *** CURRENT ORDER PROCESSING TIME IS 1-2 BUSINESS DAYS DUE TO INCREASED ORDERS COMING UP TO XMAS ***

I have ordered the wrong size or changed my mind. What can I do?

My Order has not yet shipped. Can I cancel it?

How long do I have to return items?

Are there any fees for returns?

My new jewellery is broken or damaged. What do I do now?

I want to return a gift that was given to me.

I lost a part of the jewellery. Can I get a refund or a replacement?

I purchased the wrong size and would like to exchange it for another size.

How long will my refund take?

I received a Gift Certificate. Can I get a refund on that?

I am not sure how to use my jewellery, and now it is broken. What can I do?

 

Shipping

NOW OFFERING COURIER DELIVERY FROM $7.15 (Price Dependant on Location)

WE HAVE ALSO RECOMMENCED SHIPPING TO NEW ZEALAND

Is there going to be a delay with Australia Post due to COVID19?

How long does it take to process and ship my order?

How much is shipping? Do you offer Free Shipping?

How can I track my order?

My order never arrived. What can I do?

Where is my order coming from?

Tracking says my order was delivered, but it’s not here. What can I do?

Do you ship overseas?

Can I pick up my order?

 

Payments

What payment methods do you accept?

What currency is this store in and is GST included in the displayed price?

My order has ‘Payment Pending’. What does this mean?

I have a Gift Card. How do I use it?

 

Accounts

Is there a discount code I can use?

 

Jewellery

Are your pieces sterile and ready to use?

Can you help me with the size of your jewellery?

What is your jewellery made of?

Do you have any tips on how to use the jewellery I am buying?

What style of jewellery is best for my piercing?

Why aren’t your plugs or nipple bars sold as pairs?

 

About Us

Who is MBPJ?

Where are you located?

How long have you been doing this? 

 

I have a different query that is not covered here. How can I get in touch?

 

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I have ordered the wrong size or changed my mind. What can I do?

You can certainly return any unopened pieces Store Credit/Voucher within 7 days of receiving them. This policy ensures you are able to check the item is what you were expecting. Return Authorisation must be requested within 7 days of delivery to be approved. 

When you receive your order check all pieces before opening their packaging. Once unopened they are NOT returnable. 

Use the Contact Us for to request a return. Ensure you include your order number, purchase and delivery dates.

*Shipping costs are not refundable/credited. If the entire order is returned the cost of shipping will be deducted from the credit, regardless of the shipping you paid (free shipping etc). These are: Regular Post $3.99, Registered Post $5.99. Express Post $9.99, Express with Signature $14.99. Courier pricing varies.

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My order has not shipped yet, can I cancel it?

We want to get your order to you ASAP so it may already be processing or packed, for this reason, we are unable to cancel orders once they are placed. You will need to return the order after you receive it. Please see our 'change of mind' returns info above.

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How long do I have to return items?

For change of mind returns, apply for a Return Authorisation within 7 days of receiving item. If you item is faulty or damaged, return request must be made within 30 days of receiving item. 

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Are there any fees for returns?

There are no 'fees' as such for returns. For 'change of mind' and 'faulty' returns it is the buyers responsibility to get the product back to us. Return postage is paid by the buyer. Always use a shipping method with tracking. Returns are not processed until the product reaches us. 

*Shipping costs are not refundable/credited. If the entire order is returned the cost of shipping will be deducted from the credit, regardless of the shipping you paid (free shipping etc). These are: Regular Post $3.99, Registered Post $5.99. Express Post $9.99, Express with Signature $14.99. Courier pricing varies.

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My new jewellery is broken or damaged. What do I do now?

We are sorry you have received a faulty piece of jewellery. While we take every precaution during packaging and fully check the jewellery before shipping, faults can still occur.

We know how disappointing this can be and will endeavour to rectify this as quickly as possible. 

Leave as much info as possible (including the Order Number) and clear photos of the defect. Where requested by MBPJ, the item will need to be returned. Buyer is responsible for getting the item back to MBPJ. 

We will reach out to you ASAP with further assistance regarding repair/replacement.

As per Australian Consumer Law, faulty items will be repaired or replaced. If we are unable to do this, then a refund will be offered.

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I want to return a gift that was given to me.

While we are unable to provide refunds direct to you, we are happy to exchange the item for a piece that will be perfect for you.

The jewellery will have to be unopened, in the sealed packaging to be accepted back for exchange. Credit will be provided as a voucher code. You can then purchase different piece/s using the store credit from the gift return. 

Oh, and the gift giver will never hear about it from us :) 

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I lost a part of the jewellery. Can I get a refund or a replacement?

Sorry, we are unable to accept returns, refunds if a piece of the jewellery is lost. To avoid losing ends, tops and other parts, ensure you check your jewellery closures on a regular basis. Items are not deemed faulty if balls/ends etc are simply 'lost'. If there is an issue with the thread or closure, reach out through your Account - Resolution Centre before the risk of losing parts.

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I purchased the wrong size and would like to exchange it for another size.

Not a problem. Items are sent out in clear packaging so you can see the piece before opening. If you can see the piece not right for you, you can send it back within 7 days of receiving it.

Ensure the piece is still in its sealed packaging. If you have opened the packaging, it cannot be returned.

Use the Contact Us for to request a return. Ensure you include your order number, purchase and delivery dates. If approved, on receipt of the item we will provide you with store credit in the form of a voucher code. You can then order the correct piece. 

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How long will my refund/credit take?

Where a refund is approved, we aim to process Return Authorisations as quickly as possible. Please allow up to 5 days after receiving your return for us to inspect and process the return. We will notify you of the outcome. Refunds via Credit Card and Bank Transfer will take longer depending on bank processing times. 

Please note that 'Change of Mind' returns are processed as Exchange or Store Credit/Voucher ONLY. Faulty items will be repaired/replaced as a first resolution.

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I received a Gift Certificate. Can I get a refund on that?

No, Gift Certificates/Vouchers are non-refundable.

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I am not sure how to use my jewellery, and now it is broken. What can I do?

Damage caused by using the jewellery incorrectly will not be deemed as faulty.

Ensure you know how to insert/remove jewellery correctly prior to use.

Especially Twist Rings. gems loosened or damaged, or mis-shapened rings, caused by incorrect use is not deemed a fault in the jewellery. See YouTube tutorials on how to use twist rings.

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Is there going to be a delay with Australia Post due to COVID19?

While Australia Post are experiencing delays, we are working hard to get your order out super fast to minimize the time you have to wait.

Order by 9am (Qld time) for Same Day Dispatch

All orders have Tracking numbers to ensure you know your order is on its way.

From our experience, most customers are still receiving their orders within the Aus Post timeframe. Most of our orders go out as 'Letters' and are not experiencing the same level of delay as 'Parcels'

The below information is directly from Australia Post

Important update to our services

At Australia Post, we’re working hard to deliver for our customers in these difficult times. We are however, experiencing significant delivery delays in our network due to limited flights, social distancing requirements and a substantial increase in parcel volumes as more people shop online.

These delays mean we are temporarily suspending the Express Post guarantee of next day delivery as we are unable to commit to this timeframe. Express Post is still available but parcels may not be delivered next business day every time.

We know you’re keener than ever to find out when you’ll receive your deliveries. You can track your delivery through parcel trackingthe chatbot and the MyPost App. We ask for your patience with our contact centre colleagues based here in Australia who are doing their best to keep up with the additional demand.

For all information about changes to service, up to date details on delays and impacts including any Post Office closures, please visit our website.

Please follow the tracking supplied in your shipping email or through your account.

Allow extra shipping times.

If your order is scanned in at our local Post Office, this means it is on it's way to you. It may not scan again until it reaches you.

if your order is not with you in 14 days (most are delivered well before this time) please lodge an enquiry with Australia Post. Click here to lodge an enquiry as the 'Recipient'.

Thank you for your patience during this time.

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How long does it take to process and ship my order?

Order cut-off is 9am Business Days. Orders placed after 9am or over the weekends or Qld public holidays will ship the next business day.

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How much is shipping? Do you offer Free Shipping?

Australian Orders

We offer FREE REGULAR Shipping on orders over $50. Orders over $100 qualify for FREE REGISTERED Shipping. All shipping methods are fully tracked.

  • Regular Tracked shipping is $4 per order, or free for orders $50-$100
  • Registered shipping is $6 per order and requires a signature. Registered Post is free on orders over $100.
  • Express Post orders up to $100 is a flat charge of $10
  • Express Post on orders over $100 is $15 and requires a signature.
  • Courier shipping charges are dependant on your location. Prices start at $7.50. Not available to PO Boxes or some locations.

International Orders

We are currently shipping to New Zealand at a rate of $16 per order. This is fully tracked. 

 

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How can I track my order?

All orders are shipped with tracking. You can track your order using the tracking information emailed to you when we ship your order.

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My order never arrived. What can I do?

We are sorry your order has not arrived yet.

Please follow the tracking supplied in your shipping email or through your account and allow extra shipping times.

If your order is scanned in at our local Post Office, this means it is on it's way to you. It may not scan again until it reaches you.

If your order is not with you in 14 days (most are delivered well before this time) please lodge an enquiry with Australia Post. Click here to lodge an enquiry as the 'Recipient'.

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Where is my order coming from?

All orders are shipped from our warehouse in the Lockyer Valley, near Brisbane.

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Tracking says my order was delivered, but it’s not here. What can I do?

If you have looked everywhere and still cannot locate your parcel, you will need to put a 'disputed delivery' enquiry in with Australia Post. On the Australia Post Tracking page, scroll down until you see the section that says 'I Haven't recieved This Item". Australia Post will then reach out to the driver for details.

Please note that we are unable to assist any further or provide compensation if Australia Post confirm that delivery was definitely made. If you have any concerns regarding delivery options, PLEASE USE REGISTERED POST.

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Do you ship overseas?

We have just recommenced shipping to NZ.. Orders are tracked and charged at a rate of $16.

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Can I pick up my order?

Sorry, we are currently unable to allow local pick up. We process orders fast and get them on their way quickly. If you are around Lowood, Plainland area, reach out after placing your order and we may be able to drop off your order to your letter box. 

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What payment methods do you accept?

We currently accept payment via Credit/Debit Card, Paypal, Afterpay and Zip.

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What currency is this store in and is GST included in the displayed price?

Prices displayed on this site are in Australian Dollars and are processed in Australian Dollars. Prices include GST. GST is not included for international orders.

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My order has ‘Payment Pending’. What does this mean?

Payments using Paypal eCheque or Bank Transfer take up to 5 working days to process. 

Orders will be sent within 24 hours of completed payment notification.

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I have a Gift Card. How do I use it?

 

Gift cards are emailed to the purchaser, who can then forward them to the recipient, or keep them to use later. Enter the code on the gift card during checkout to redeem.

Gift cards have a 3 year expiry.

 

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Is there a discount code I can use?

We know everyone loves a discount.

Make sure you subscribe to our newsletter to be the first to hear about special offers and discounts.

Please also follow us on Facebook to ensure you don't miss out on Flash Sales or special discount codes.

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Are your pieces sterile and ready to use?

Jewellery is sent out NOT STERILE and will need to be sterilized before use.

An antibacterial solution or pure antibacterial soap should be used on all body jewellery prior to use.  Do not use soaps or solutions that contain perfumes or moisturizers.  Although alcohol wipes will not harm quality surgical steel or titanium parts, they can damage other materials such as acrylic and organic items.  Items that do not have any mechanical or vibrating parts, jewels, acrylic or organic parts can be boiled to sterilize.

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Can you help me with the size of your jewellery?

We can definitely assist with general sizing and how to measure your jewellery. Please see the guides on our Size Chart.

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What is your jewellery made of?

This will depend on the piece you are looking at. The material used is listed clearly in the product description. You can also check out our Materials blog. 

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Do you have any tips on how to use the jewellery I am buying?

Some piercing jewellery can be tricky to use, or just confusing if it is a style you have not tried before. See the description on the product listing for some guides on how to use particular styles. Have a look through our blogs as well for useful tips. If it is not covered here, YouTube have videos and tutorials on almost anything imaginable and have some very useful tips.

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What style of jewellery is best for my piercing?

Please have a look at our 'Piercing Name' category to find your piercing. Feel free to let us know if we have missed any. :) 

Please note that the items in these categories are suggestions and you will need to purchase based on the sizings and exact placements unique to you.

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Why aren’t your plugs or nipple bars sold as pairs?

Seems logical to sell them as pairs right? Well, we used to sell them as pairs and had so many requests to buy just one, that we decided to change it to individual pieces. 

If you require a pair, simply purchase 2 pieces. 

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Who is MBPJ?

We are a small Family Owned and Operated business. We have been selling body jewellery online since 2009. and have several stores.

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Where are you located?

We are located in the beautiful Lockyer Valley Qld, near Brisbane.

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How long have you been doing this? 

We have been selling body jewellery online since 2009

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I have a different query that is not covered here. How can I get in touch?

Reach out via the Contact Us page and we will respond as soon as possible.

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