Jewellery FAQ
How are our necklaces lengths measured?
We’ve made some changes to how we measure and design our necklaces to make them more user-friendly.
What's New
✔ More accurate measurements: Before, we measured chains from start to end without clasps or jump rings
From 1st July 2022, we include the jump ring at one end and the clasp at the other, so you know the full chain length!
✔ Smaller jump rings: Our new 3.5mm jump rings make it easier to swap crystals and pendants
✔ Better layering & style changes: Now you can mix, match, and layer your necklaces more easily
Note
Chains are handmade, so minor size differences may happen.
Ordered a chain too short or own too many necklaces of the same length?
We've got you covered!
You can now purchase our necklace extenders, available in 2" and 4".
What are your Signature Chains made of?
High End Collection
Experience the perfect blend of luxury and durability with our 14k Gold Fill & Solid Sterling Silver collection. Each piece is crafted to offer both elegance and lasting wear.
14K Gold Fill
✔ Thick layer of 14K gold: Bonded to a base metal for a rich, durable finish
✔ Resistant to tarnish: Keeps its shine and colour for years
✔ Everyday friendly: Made to withstand daily use, including water exposure
Solid Sterling Silver
✔ 92.5% pure silver
✔ Hypoallergenic & skin-friendly
✔ Maintains lustre with daily wear
✔ Durable & water-resistant: Safe for everyday use without worrying about damage
Demi-Fine Collection
Our Demi-Fine jewellery combines beauty, durability and sustainability
✔ Gold & Silver Plating: 0.5 micron of 14K Gold or Rose Gold or 1 micron of .925 Sterling Silver
✔ Over recycled brass
✔ Extra electroplating layer: for added strength and longevity
✔ Advanced e-coating: A modern electrophoretic coating ensures a durable, uniform finish that resists wear and corrosion
✔ Nickel & lead free: Gentle on sensitive skin
Visit our Jewellery Care Instructions
What is the wire made of?
High-End Collection
✔ Wire made from 14K Gold Fill & .925 Solid Sterling Silver
✔ Nickel & lead free
✔ Durable, high-quality and hypoallergenic
Demi-Fine Collection
✔ Wire made from 14K Gold, Rose Gold or .925 Silver plating over high-quality copper
✔ Tarnish-resistant coating for lasting shine
✔ Nickel & lead free
Visit our Jewellery Care Instructions
Can I wear my Jewellery in the shower?
You can wear your jewellery in the shower if it’s from our:
✔️ Stainless Steel Collection
✔️ High-End Collection (14K Gold Fill & Sterling Silver)
Why These Pieces Are Shower-Friendly
✔ Waterproof & durable
✔ Made to be worn every day
✔ Holds up to daily life without losing shine
What is your Jewellery of made of?
Visit our Jewellery Care Instructions to learn our materials and wear tips
How can I prolong my Jewellery's life?
To keep your jewellery looking beautiful for years, treat each piece with care!
Our collections feature high-quality materials, including:
✔️ 14K Gold Plated, 14K Rose Gold Plated, .925 Silver Plated, Gold Vermeil, 14K Gold Fill, 14K PVD Gold Plated Stainless Steel & Sterling Silver
Visit our Jewellery Care Instructions
How are Jewellery sizes determine?
Getting the right size makes all the difference for comfort and style
Please view our Size Guide
Crystal & Quality FAQ
Can I wear my crystals in the shower?
Yes! Most of our crystals can be worn in the shower but some may be sensitive to water.
As a rule of thumb, crystals that end in “-ite” like Selenite or Malachite can almost shrink or get damaged so it’s best to remove them before showering.
How do I know which crystal I need?
Trust Your Intuition
Something we always tell people: your crystal will literally jump out at you! You’ll feel drawn to it and know deep inside that you NEED it.
Listen to Your Inner Voice
✔ Follow your gut feeling
✔ Trust the pull you feel toward a crystal
✔ Let your intuition guide your choice
What guides your crystal selection process?
Our crystals are thoughtfully chosen and curated through connection and intuition. Each one finds us for a reason, and we let ourselves be drawn to them naturally.
Preparing Each Crystal
✔ Cleansed for new energy: Before jewellery creation, we cleanse every crystal to remove lingering energy from previous handling
✔ Recharged and ready: Each crystal is prepared to serendipitously connect with its new owner
Choosing Your Crystal
✔ Listen to your intuition
✔ The crystal you need will jump out at you
✔ You’ll feel drawn to it and know deep inside that you need it
✔ Trust the guidance you feel as you browse our collection
When and how should I cleanse my crystals?
Crystals are personal tools that are used to transform energy; they absorb vibrations and can be used to amplify, store and transmit your thoughts.
Over time, as you love and wear your crystals, they will absorb negative and positive energy from the world around you. If your crystals no longer give you the same feelings they did before, it may be time for a cleanse. There are many ways to do this.
⟢ Selenite charging plates: Leave your crystal on a selenite charging plate for up to 6 hours or overnight.
⟢ Moonlight: Place your crystals outside under moonlight, so it gently penetrates and recharges your crystals. The full moon’s light is the brightest in the cycle, giving a greater charge to your crystals.
⟢ Incense smoke: Pass the crystal through the continuous flow of smoke from an incense stick, cleansing the crystal in a smoke bath.
⟢ White light: Use thought energy to cleanse your crystals. Hold the crystal, visualise the bright white light surrounding it, and then watch the light pass through the other side, removing stored energy as it goes.
⟢ Sunlight: Use the sun’s light to cleanse, charge and revitalise your crystals. Leave them outside or on the windowsill for 6 to 24 hours or from dawn to dusk.
Orders & Shipping FAQ
How long will the delivery take and what are the costs?
All orders will be processed within 5-7 business days. Delivery will then take:
Australia
Express - from $14 (2-4 business days once dispatched - dispatch is up to 3 business days)
Standard - from $12 (3-10 business days once dispatched - dispatch is up to 3-5 business days)
Our shipping rates are calculated based on your estimated order weight.
International
Pricing varies depending on your country and delivery can take up to four weeks through Australia Post.
All orders will come with a tracking number.
Where is my order?
We will endeavour to get your order processed as quickly as we can however we can not be responsible for how long Australia Post takes to deliver your item.
For orders that are showing as delayed with Auspost we recommend doing an enquiry so the team at Auspost can follow up with your order
Enquiry via the Australia Post Portal here
All orders will come with a tracking number.
Validity and terms of discount codes?
All our discount codes have an expiry date and their own terms and conditions that will be stated in the message or email you will receive when one has been issued for you.
If you fail to claim the discount code or promotions within the given timeframe, we are not obliged to issue you with a new one.
In-store pick-up, how does it work?
📍 Botanical H2o The Boutique11/38 Mandurah Terrace, 6210 Mandurah.
The above is the ONLY location we will be able to fulfill your pick-up order from.
- Your order will be ready within 3 business days for pick-up
- You will receive an email when it is available in-store
- You must collect your order within 5 business days from the email
- Do not select pick-up unless you are collecting from the Boutique in Mandurah.
If you wish for it to be delivered please ensure you pay for shipping.
What's your return and exchange policy?
Returns and Refunds
We understand that sometimes things don’t go as expected. Below is all the information you need regarding our returns and refund process.
Sale items are final and cannot be returned or exchanged.
Do you provide refunds for returns?
We do not offer refunds for change of mind.
However, we are happy to provide store credit for incorrect ordering or if you change your mind.
Please read our full Returns Policy above.
Can I change my order?
If your order is yet to be shipped and you would like to add or swap items, please contact us as soon as possible at customerservice@botanicalh2o.com.au.
We will edit your order prior to shipping and invoice for any price differences.
How do you handle faulty items?
If you received a product you believe is faulty, please send photos to customerservice@botanicalh2o.com.au as soon as possible, so our team can assist you best.
You must initiate your return within the 30-day warranty period.
This warranty does not cover:
⚠️ The loss of a product or part of a product
⚠️ Failure on your part to follow the provided care instructions
⚠️ Chain or findings pulling/stretching
⚠️ Chain breakage, unless caused by a manufacturing default
What happens if my order contains a pre-order item?
If your order includes a pre-order item, your entire order will be held and shipped together once the pre-order item arrives at our warehouse. This ensures everything arrives in one delivery.
If you'd prefer to receive your in-stock items sooner, please contact our customerservice@botanicalh2o.com.au and we'll arrange a partial shipment for you.
Engravable FAQ
What is Laser Engraving?
Laser engraving is a precise method, using a laser beam to burn a design into a surface, creating a permanent mark.
It’s a durable and detailed way to personalise jewellery.
Can I return my Engraved Jewellery?
Engraved jewellery cannot be returned as they are personalised items, for further information, please refer to our Returns Policy.
What materials do you use?
We use Stainless Steel Silver, PVD Gold Stainless Steel, Solid Sterling Silver and 18k Gold Vermeil for our Engravable Jewellery Range.
Visit our Jewellery Care Instructions
What is your process?
Our process is simple!
Choose your jewellery and material type, design your message or image and our in house engraving team will bring your vision to life.
Please note that your engraved jewellery may feature small flecks or scratches due to the handcrafted nature of the engraving process.
Once your piece is finalised, we pack it up and ship it to you.
Can I have my Jewellery Engraved instore?
No, we don’t offer engraving in-store however, when ordering online you can choose in-store pickup once your piece is ready.
How long does the whole process take?
Please allow 2-3 Business Days for your bespoke piece.
In peak periods, due to high demand, please allow a two-week production time for your bespoke piece.
What fonts can I use?
We offer three font options for engraving: Pirata One, Roundhand and Roboto.
How many character can I have Engraved on my Jewellery?
The character limit varies by jewellery piece, you can find this information in each product listing.
Please note that spaces, full stops and other punctuation count as one character.
Will my Engraved Jewellery look exactly like the preview?
The final engraving colour may vary slightly due to factors like font thickness, design detail and depth.
The preview is a guide only and not an exact final version. Our engraving team, may make small adjustments to ensure the best possible result and perfect alignment.
What adjustments could be made to my design?
You can customise your design, but our engraving team, will make the final call to ensure your piece perfectly centred and polished.
Some possible variations include:
✔️ Text Size & Placement: ensuring the engraving is well proportioned and centred.
✔️ Symbol or Design Adjustments: modifying small elements to enhance clarity and aesthetics.
✔️ Spacing & Alignment: perfecting the balance of your design for a clean, professional finish.
Our team will fine tune your engraving to make sure your piece looks best.
What images can I Engrave on my Jewellery?
You can engrave simple line images on your jewellery, such as minimalistic designs or basic outlines. Highly detailed or shaded images may not engrave clearly.
Please review our Do’s & Don’ts to ensure your design meets our engraving standards. If your image is too complex, our engraving team will reach out to you via email.
Please note: we cannot engrave photographs or fingerprints.
How do I upload an Image to be Engraved?
In the product listing, you'll find an upload image section where you can attach your file.
Please ensure your file is in PNG or JPG format - for more details, review our Do’s & Don’ts.
Can I have both sides of my necklace Engraved?
Yes, you can have both sides of your necklace engrave, this will incur an additional cost of $20.
Can I send in my own Jewellery to be Engraved?
Unfortunately, we do not accept personal jewellery for engraving. It requires specific materials to ensure the engraving turns out perfectly and we can't guarantee the result on items we aren’t familiar with.
What do I do if I forgot to engrave my jewellery?
If you forget to engrave your jewellery, don’t worry! Please contact our customer service representative as soon as possible at customerservice@botanicalh2o.com.au.
We’ll do our best to assist you and make any necessary adjustments before your order is processed.
Can I wear my Engraved Jewellery in the shower?
We use Stainless Steel Silver, PVD Gold Stainless Steel, Solid Sterling Silver and 18k Gold Vermeil for our Engravable Jewellery Range.
Stainless Steel
Durable, waterproof, and tarnish-resistant, our gold and silver stainless steel pieces are made to be lived in and not taken off. To preserve it's finish, after each wear we suggest gently wiping it with a soft cloth to help maintain its shine and removing any dirt or debris.
Please note: silver stainless steel has a slightly darker tone than silver-plated pieces and our gold stainless steel is 18k gold meaning it has a deeper, richer tone.
Solid Sterling Silver
Yes! Sterling Silver is naturally waterproof, and is designed to withstand everyday exposure to water without damage.
Gold Vermeil
Gold Vermeil is water-resistant, it is not waterproof, and prolonged exposure to moisture can affect its appearance. To preserve its finish, remove your jewellery before swimming, bathing, or showering, and apply lotions and perfumes well in advance of wearing it.
Visit our Jewellery Care Instructions
What do I do if I put the wrong word, date or design in?
Please contact our customer service representative as soon as possible at customerservice@botanicalh2o.com.au.
We’ll do our best to assist you and make any necessary adjustments before your order is processed.
What if I just want the Jewellery without it being Engraved?
You can definitely do this! When selecting your Jewellery from our Engravable Collection, please select 'No Engraving' before adding it to cart.
Permanent Jewellery FAQ
Where can I get my Permanent Jewellery done?
First things first! Book your appointment here
📍 Location:
Botanical H2o – The Boutique
Shop 11/12, 38 Mandurah Terrace
Mandurah WA 6210
Please arrive 5-10 minutes early
What do I do if my Permanent Jewellery gets damaged?
We offer a 30-day warranty on all permanent jewellery pieces and are able to replace at no cost your chain/jump ring if it has stretched or come apart if:
✔️ you are still in possession of the chain
✔️ it was not intentionally damaged / pulled
✔️ you can provide us the proof of purchase
✔️ you have followed the care instructions provided on the day and disclosed on our website
Outside of the 30-days warranty, there will be a $20 charge to replace a damaged jump ring or shorten your permanent jewellery piece
You will have to purchase a new chain if you need to lengthen your permanent bracelet/anklet.
If discolouration occurs within the 30-days warranty, your chain will be inspected by our jeweller to determine if the care instructions were followed thoroughly and if you will be eligible for an exchange / credit.
Can anyone get Permanent Jewellery?
Permanent Jewellery is not recommended for individuals who have a pacemaker because of the welding process.
If you are under 16, a parent or guardian must attend and sign the waiver on your behalf.
Is Permanent Jewellery waterproof?
Yes! Our Permanent Jewellery is made using 14k Gold Filled and Solid Sterling Silver chains, meaning you can wear your bracelet or another soldered piece every day, even in water!
Visit our Jewellery Care Instructions
Does the process hurt?
Getting permanent jewellery is painless because the process does not involve piercing or breaking the skin.
Permanent jewellery is created by measuring and soldering a chain directly to your chosen size.
What do I do if I need to take my Permanent Jewellery off?
It’s really easy! Just cut the chain at the jump ring and store it safely in a bag.
If you need it back, book a re-weld appointment with us and we’ll reattach your chain for you.
Can I add charms to my Permanent Jewellery?
Yes! We have a selection of crystal pendants and charms at our boutique if you’d like to personalise your jewellery. These are waterproof too!
Do I need to pay a deposit?
Yes. A $50 non-refundable deposit is required when booking. The remaining balance is paid in-store on the day.
Can I reschedule my appointment?
Yes, appointments can be rescheduled up to 24 hours before your booking time. If you don’t attend or fail to reschedule within 24 hours, your $50 deposit will be forfeited.
How long is each appointment?
Each appointment is 20 minutes. We allow a 5-minute grace period. After this, your appointment may need to be rescheduled, subject to availability.
Can I book for more than one person?
Yes, but each person requires their own 20-minute appointment.
Do I need to remove it at airport security?
No, permanent jewellery does not need to be removed at airport security.
Do you offer refunds or exchanges?
No. All permanent jewellery is custom-fit and non-refundable/non-exchangeable for change of mind.
Is there a warranty?
Yes, we offer a 30-day warranty.
Replacement of the chain or jump ring at no cost if:
- You still have the chain
- It wasn’t intentionally damaged
- Proof of purchase is provided
- Care instructions were followed
A $20 fee applies for jump ring replacement or shortening after 30 days.
Who can I contact for more information?
Please email customerservice@botanicalh2o.com.au
Boutique FAQ
Where is the Boutique located?
Our magickal boutique is located along the Mandurah Foreshore!
📍 Location:
Botanical H2o – The Boutique
Shop 11/12, 38 Mandurah Terrace
Mandurah WA 6210
What are the Boutique opening hours?
We are open everyday from 9:30AM to 4:00PM excluding all public holidays.
Can I purchase online and collect at the boutique?
- Your order will be ready within 3 business days for pick-up
- You will receive an email when it is available in-store
- You must collect your order within 5 business days from the email
- Do not select pick-up unless you are collecting from the Boutique in Mandurah.
If you wish for it to be delivered please ensure you pay for shipping.
📍 Botanical H2o The Boutique11/38 Mandurah Terrace, 6210 Mandurah.
The above is the ONLY location we will be able to fulfill your pick-up order from.
What products do you sell at the Boutique?
Every witchy tool you need! We stock high quality jewellery, raw & tumbled crystals, cleansing tools & journals to guide your steps in your spiritual journey.
Do I need an appointment to visit?
Not at all! Visit us from Monday to Sunday 9:30AM to 4:00PM. We are here to answer all your crystal questions.
Do you offer gift cards in the Boutique?
Yes! Please ask one of our Boutique staff at the desk to help you with purchasing a gift card.
Payments FAQ
What payment methods do you accept?
We offer a wide range of payment methods as we ship international.
✔️ American Express
✔️ Apple Pay
✔️ Google Pay
✔️ Mastercard
✔️ PayPal
✔️ Shop
✔️ Union Pay
✔️ Visa
✔️ Afterpay
✔️ Klarna
Where do I enter my discount code?
When you begin checkout, you’ll see a box beneath your order summary. Enter your code there and select Apply. Please note that only one discount code can be used per order.
How many discount codes can I add to my order?
Only one discount code can be applied per order but the good news is if you have a few codes to choose from, just use the one with the highest value and you'll automatically get the best deal possible. We want you to get the most out of every order.
What should I do if my payment doesn't work?
We’re sorry for the trouble!
First, please double-check that your shipping and billing details are correct. If the issue continues, we recommend contacting your bank to confirm the payment. If you’re still experiencing problems, feel free to reach out to us at customerservice@botanicalh2o.com.au and we’ll do our best to assist you.
Gifting FAQ
Do you offer gift cards?
Yes we do!
We've made gifting a bit easier for you. You will receive the gift card in an email with instructions on how to redeem it - you will not receive a physical gift card.
Shop our Digital Gift Card here.
Do you have gift-ready packaging?
Most of our jewellery arrives in sturdy, premium, gift-ready packaging designed to feel special the moment you receive it. It also doubles as a handy travel jewellery box, so your pieces stay protected wherever you go.
I don't know their size. What do I do?
Don't stress! We have the perfect guides for you:
Start with our Sizeless Jewellery Collection. No need to take measurements for these pieces.
If you can sneak a measurement or grab an existing piece from your loved ones, our Jewellery Size Guide will make this process easier for you.
Still unsure? A Gift Card is always the perfect fit.
How do I pick the perfect gift?
Each crystal carries its own energy, meaning and story, making it easy to choose one that reflects what they need right now.
Choose with intention:
Love & compassion → Rose Quartz
Calm & clarity → Clear Quartz
Confidence & courage → Tiger’s Eye
Protection → Black Tourmaline or Evil Eye
Or choose by who they are:
❤︎ The one who leads with kindness and an open heart (Rose Quartz)
❤︎ The one who stays calm under pressure and brings clarity to every situation (Clear Quartz)
❤︎ The one who faces challenges head-on and keeps going (Tiger’s Eye)
Your gift becomes a mirror, reflecting their energy back to them in a way that feels deeply personal.
And if you’re looking for something truly fail-proof, our Birthstone Necklace Collection is always a meaningful choice. Each piece is designed to honour their birth month, making it a timeless, personal gift they’ll cherish.
Warranty FAQ
What is your Jewellery warranty?
We aim to provide the highest quality jewellery possible. As many of our pieces are handmade, we understand that occasional faults may occur that are beyond your control. Our warranty covers manufacturing faults within the specified warranty period for each item.
How long is the warranty for each item?
Our warranty periods are as follows:
⟢ Droplets (brass and high-end metals): 6 months
⟢ Plated necklaces: 6 months
⟢ Stainless Steel items: 12 months
⟢ Gold Vermeil items: 12 months
⟢ 14k Gold Fill and Sterling Silver pieces: 12 months
⟢ All rings: 12 months
What is not covered under warranty?
The warranty does not cover:
⟢ Tarnishing (this is considered normal wear and tear)
⟢ Loss of a product or any part of a product
⟢ Damage caused by not following the provided care instructions
⟢ Chains or findings that have pulled or stretched
⟢ Chain breakage, unless caused by a manufacturing fault
What should I do if I believe my item is faulty?
If you believe your item is faulty, please email clear photos of the issue to
customerservice@botanicalh2o.com.au as soon as possible. This helps our team assess the issue and assist you efficiently.
How long do I have to report a fault?
You must initiate your warranty claim within 30 days of receiving your order.
What happens after I submit my warranty claim?
Once we receive your photos and details, our team will review the claim and advise you on the next steps.
Returns & Exchanges FAQ
Do you provide refunds for return?
We do not offer refunds for change of mind.
However, we are happy to provide store credit for incorrect ordering or if you change your mind.
Please read our full Returns Policy above.
What's your return and exchange policy?
Please see our Returns and Exchange Policy Page here for all information.
Can I exchange my order for something else?
Yes! We have a 14 day window from when you receive your order to requesting an exchange.
Can I return or exchange exclusive/limited edition charms?
Each exclusive charm is uniquely made and released in limited quantities, making it truly one of a kind. Because of this, we’re unable to accept returns or exchanges on these special pieces
Am I able to exchange the free gift I received?
Free gifts included with your order are non-exchangeable and non-transferable. The free gift cannot be swapped, substituted or exchanged for an alternative item, store credit, or cash equivalent.
Community FAQ
What is the Botanical H2o Community Facebook Page?
Our Community Facebook Page is a members-only space where our customers get access to everything before anyone else. It’s where we share updates first and connect more closely with our community.
Why should I join the Community Facebook Page?
Members of our community enjoy:
⟢ Early access to new launches
⟢ First notice of restocks and limited pieces
⟢ Exclusive updates and announcements
⟢ A closer connection with our brand and team
If you love being in the know, this is the place to be.
How do I join the Community Facebook Page?
You can find the link here. Simply request to join, answer our questionnaire and our team will approve your request.
How can I stay fully up to date?
For the full experience, we recommend:
⟢ Joining our Community Facebook Page
⟢ Following us on social media
⟢ Subscribing to our emails
This way, you’ll never miss a launch, restock or special announcement.
Other FAQ
Ritual Use and Safety Disclaimer
Any references to enchantment, intention-setting, rituals, or spiritual practices provided by Botanical H2o Pty Ltd are offered for personal, spiritual, and educational purposes only.
Participation in any ritual or intention-setting practice is entirely voluntary and undertaken at the customer’s own discretion and risk.
Botanical H2o Pty Ltd does not make any guarantees or representations regarding specific outcomes and does not provide medical, psychological, legal, or professional advice.
Customers are responsible for ensuring all rituals are performed safely, including adherence to fire safety and personal safety precautions where applicable.
To the extent permitted by Australian Consumer Law, Botanical H2O is not liable for any injury, loss, damage, or harm arising from misuse of products, unsafe practices, or failure to follow provided safety instructions.
Nothing in these Terms is intended to exclude, restrict, or modify any consumer guarantees or rights that cannot be excluded under Australian Consumer Law.