Please email any questions or concerns to info@koolamandesigns.com.au and we will promptly respond to your queries. We are available on phone Mondays to Fridays 9am-5pm, your calls will be answered or returned. Emails can be made at anytime and our online store is open 24 hours 7 days a week.

We pride ourselves on our customer service and our products and hope that you are delighted with your silver with character® purchase. In line with our commitment to quality, value and service, we stand by our beautiful hand stamped sterling silver tags and pendants so that you can buy with confidence. The sterling silver jewellery is hand stamped by the team at koolaman designs. As you can see from the images on our website, our products are unique, we do not use an engraving machine to line up the letters. Instead part of the charm is to hand stamp the characters onto the silver pendants.

All prices at koolaman designs are inclusive of GST and are in Australian dollars (AUD). We reserve the right to change prices without notice.

chain exchange

To exchange your koolaman chain please print and complete the chain “exchange form” (link to downloadable chain exchange form) within seven days of receiving your koolaman parcel. Include the form with your chain to be exchanged and return to koolaman designs within 7 days. Chains must be received in new, unworn condition. Customers are responsible for cost of returning the items. For tracking and insurance purposes please send the chains using registered post. Koolaman designs will not be held responsible for any parcels sent by customers.

A $10 postage and handling fee will apply to exchange the chain as well as any cost difference. Chains will be sent from koolaman designs using registered post.

delivery

IMPORTANT - Express post is a faster service than registered post however it is not secure, we are unable to accept any liability once the koolaman parcels are posted should you select express post.

Please note that due to the popularity of our koolaman pieces during the lead up to Mother's Day, Father's Day and Christmas, we are unable to offer our normal shipping arrangements. Our cut off dates for these occasions will be exhibited on the front page of our website and posted on our facebook and blog.

Postage and handling of your koolaman designs silver with character hand stamped jewellery costs $15.00 registered post and $20.00 for our express post service, international orders are $30, except for New Zealand $20. All items are sent in our koolaman gift box. We will endeavour to hand stamp and dispatch your order within 5 working days on receipt of full payment. Priority of hand stamping pendants goes to orders which have selected express post. Parcels will be sent Mondays - Fridays and we use Australia Post postage services. If an item is sold out prior to receiving your order you will be notified immediately. If you have any questions please contact us info@koolamandesigns.com.au.

returns

Due to the personalised and customised nature of our products, we regret that returns or exchanges of pendants are not possible except where we have made a spelling error or there is a defect in the merchandise. koolaman designs always aim to have products of the highest quality, if there are any problems please do not hesitate to contact us at info@koolamandesigns.com.au. Your statutory rights are unaffected.

privacy policy

koolaman designs will not sell or give your details to a third party. Your details will be kept confidential by koolaman designs. Periodically we will send newsletters to our valued clients. If you have any questions or concerns please contact us at info@koolamandesigns.com.au

how we use cookies

Third party vendors, including Google, show our ads on sites on the internet. Koolaman Designs and third-party vendors, including Google, use first-party cookies (such as the Google Analytics cookie) and third-party cookies (such as the DoubleClick cookie) together to inform, optimise and serve ads based on someone's past visits to this website.
We use Cookies for the purposes of conducting Re-marketing Campaigns via Display Advertising.
Visitors can opt out of Google Analytics for Display Advertising and customise Google Display Network ads using the Ads Preferences Manager in your Google account.
Google’s Display Network use the DoubleClick Cookie. You can opt out of DoubleClick cookies by visiting the Google Analytics opt-out browser add-on.

copyright

All textual content, branding and images displayed on our website are subject to copyright and must not be copied or used without our permission. We actively monitor for unauthorised use of our material, and action will be taken where breach of copyright occurs.

security

Your payments are processed using NAB Transact, a private and secure payment system that encrypts all credit card details using SSL technology. In line with banking industry best practice, we do not store your credit card details.

q&a's

My parcel has been dispatched but it hasn’t arrived yet?
Every order has a unique Australia post tracking number, to find this number log into your account and view the comments section of your current order, or refer to the ‘dispatched’ note that was emailed. Using the Australia post tracking number which is found in the dispatched note, go to aust post (http://auspost.com.au/track/) and include your tracking number in the domestic tracking section to find out where your parcel is.

My parcel has been dispatched but I can’t find it on the Australia Post tracking website?
Don’t worry, your parcel has been sent from a rural post office that is unable to scan your parcel once it’s posted. The parcel will be scanned once it reaches its destination.

Can you include a birth date or other text on the back of the charm?
Dates can be included on the face of most charms (assuming it will fit).The koolaman designs sterling silver pendants and tags do not allow stamping on the back since it leaves a slight indentation.

Can I add a tag to a necklace if I have another baby?
We recommend that you purchase blank koolaman designs silver with character pendants with your initial purchase. Pendants may vary slightly over time and we do not guarantee that we will continuously stock the current items. If you think you would like to add pendants to your necklace, you can order blank pendants and send them back registered post for stamping. Registered post charges will apply.

What fonts are available?
The font you see on the samples is the font we use. There are a number of sizes depending on how many characters are required depends on which size we use. We use block letters (all capitals).

Do you have any special symbols or characters that can be stamped?
Besides alpha and numeric stamps, we have 3 additional stamps: - & .

What is the cost of postage and handling?
We offer Australian customers two options registered post $15 and express post $20. Overseas customers $30, New Zealand customers $20.

Can you gift wrap the koolaman designs silver personalised pendant and send it to a friend for me?
All of our pieces come giftboxed. In the checkout be sure to let us know who to send the gift to. We’ll post the koolaman designs pendant(s) and we can even put in a card. Don’t worry, we won’t send payment details with the gift.

Can I order a longer chain?
You can order any style or length of chain with your pendant. Select the chain option in checkout.

Can I find your jewellery in a store?
koolaman designs silver with character hand stamped name tags are not available in stores. We do however visit fairs and expos in capital cities and other select markets. Please refer to our exhibit tab for further information.

How long will it take to get my koolaman designs pendant?
The silver pendants are hand stamped within five days of your order being placed. Your order will be dispatched using registered or express post according to your order. Please note registered post must be signed for at your local post office and is not an express service. Express Post does not require a signature on delivery. We are unable to trace express post deliveries and cannot replace lost hand stamped tags.

On dispatch you will receive a tracking number which can be used on the Australia Post website to check on the location and delivery of your parcel.

What does '5 day dispatch' mean?
5 day dispatch means we will get your order into the postal system within 5 business days of us receiving full payment of your order. Weekends and Public Holidays are outside of this schedule. Orders placed on Fridays will be posted on or before the following Friday. In most cases express post parcels are posted within 48 hours. *** This service is not relevant in the lead up to Mothers Day, Fathers Day, and Christmas. *****

Are the tags available in gold?
Yes! All of our pendants are available in 9ct yellow, rose and white gold. If it's not available on our online store simply email us for a quote.

How should I clean my silver koolaman designs name tags?
Frequently wash with soap (phosphate-free) and water. Dry immediately. We provide a silver polishing cloth with every pendant sold. A polishing cloth will remove light tarnish.

Should I use chemical dips to remove tarnish?
No. Although these dips remove tarnish at an accelerated rate, they are too strong and you may end up removing an important layer of the silver’s surface. When this happens, your silver will tarnish more quickly in the future.

Are you planning to expand your product lines?
Yes, definitely. koolaman designs - silver with character plans to expand their personalised hand stamped silver jewellery to include bracelets, cufflinks and earrings. Customers on our email notification list will be automatically advised by email of new product offerings and promotions unless you've unsubscribed from receiving more information.

If you have a question that isn’t answered here email info@koolamandesigns.com.au