FAQ's
ORDERING
Can I change or cancel my order?
You are only able to change or cancel your order if it hasn’t been shipped. For further assistance, please email info@murkani.com.au with the order details.
Our full Murkani Jewellery range is available on our website. We have select boutiques located across Australia who stock the Murkani range as well. You can find our stockists here.
What if an item is sold out online?
Most items will be restocked unless the product has been discontinued. You can email info@murkani.com.au to ask when the item will be back.
What if I didn’t receive my welcome discount code?
First, you will receive an email to confirm your email address. After confirming, you will then receive your welcome discount code. Please also check your junk mail as it can find its way into there.
Why didn’t my welcome code work?
The welcome discount code excludes all sale items and the FREEDOM collection. Check if the product you are wanting to buy falls into one of those categories.
Why can’t I check out?
The problem could be with the browser, or the page was not fully loaded owing to traffic on the internet connection. We recommend that you reload the site or use an alternative browser, such as “private browser” on safari or on google chrome, “new incognito browser”. If you are still having issues, please email info@murkani.com.au for an invoice to pay via a link or pay over the phone.
Can I return my order?
Jewellery is a very personal item, and here at MURKANI, we want to ensure you love your newly purchased jewellery.
You may exchange or return your online purchase/s by emailing us at info@murkani.com.au to organize this. We require the item/s to be returned within 14 days from when you received the jewellery, in the original condition and packaging, with a proof of purchase.
Please note that Murkani cannot accept responsibility for any items that may get lost during transit. We highly recommend that you use Insured Registered Post and obtain a tracking number for your returned parcel.
Do you accept returns on all items?
We do not accept returns on any of the below items:
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Sale items
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Earrings due to health reasons
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Made-to-order pieces
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Pre-ordered pieces
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Gift-cards
SHIPPING
How long does the delivery take?
We aim to dispatch your order within 24 hours and once dispatched from our warehouse, delivery to most parts of Australia will take 3-5 working days. We also offer express shipping for $10 and this will usually take 1-3 business days however due to changes in postal services with covid, Australia Post no longer guarantees this.
Do you offer free shipping?
Yes, free shipping is offered on all Australian orders over $99.
Can I track my delivery?
Yes, once shipped, you will receive an email with the tracking number. You can follow your new jewellery order from our warehouse right to your door.
Do you ship worldwide?
Yes, we are very excited to announce that we ship to most locations across the globe. Depending on the country, the cost of shipping will vary from $20 – $28. You will be advised of the shipping details once the address has been entered when checking out. The delivery will generally take between 6 – 20 business days depending on the country and will require a signature upon delivery.
Do I need to pay for customs and duty?
Some countries do require customs and duty costs on entry into that country. Any duties payable for international shipping will be paid by the customer and vary depending on the country. The price that Murkani lists on our online store does not include international customs and duties.
POST PURCHASE
Do you offer a warranty?
We work hard with our artisans to ensure all our jewellery is free from any defects. However, on rare occasions something does go wrong, please email us at info@murkani.com.au for assistance. We do not cover breakages based on wear and tear. If you do experience a problem with your jewellery that is a manufacturing fault, Murkani will be responsible for the cost of delivering your repaired or replaced product back to you.
What if my jewellery breaks?
The reason why we use Sterling Silver as well as high quality 18KT Yellow Gold Plate and Rose Gold Plate in our designs is that are long wearing materials. By purchasing MURKANI Jewellery, it will last for many years to come. When properly stored and cleaned, your sterling silver jewellery will last a lifetime. Yellow Gold & Rose Gold Plate jewellery will tend to tarnish and wear earlier, however the length of time can be longer if you properly maintain your jewellery.
If in the case it does break, please email info@murkani.com.au for further assistance.
Can I return items purchased from a stockist?
We recommend contacting the stockist first if you need to return an item for any reason. If they are unable to help, please contact info@murkani.com.au so we can help.
How should I store my jewellery?
MURKANI Jewellery is made with precious metals and semi-precious stones and should be treated with care to retain its beauty. To ensure the longevity of the jewellery, avoid contact with all liquids and chemicals such as perfume, seawater, chlorine and sweat. Ensure your jewellery isn’t exposed to humidity and direct sunlight. To protect from scratches, please store your jewellery in the MURKANI pouch provided, allowing to slow down the tarnishing process. To further reduce the tarnishing effect, we recommend storing your silver jewellery in plastic zip-lock bags to avoid contact with air.
How do I clean my jewellery?
Silver can tarnish when exposed to air; the process is called Oxidization and results in a tarnishing effect on the silver from the Silver Sulphate. However, this can be removed by buffing with a silver jewellery cloth or using a silver cleaning product, such as Goddard’s Silver Cleaner or Connoisuer Liquid Cleaner which you can purchase here.