Frequently Asked Questions

All questions welcome! Hopefully it's answered here but if not - send me an email!

Do You Do Custom Orders?

Yeah! Si! Tak! Oui! Yes! We sure do and we LOVE it!

If there's a piece of your imagination that you'd like to bring to life, please contact Jules at for a chat about it.

We make the process easy as A-B-C!

Please note there will be a longer than standard 1-3 day dispatch time for custom orders. This is because pieces may require additional assembly, workmanship, and finessing before they are ready to send out.

We will always let you know lead-times to dispatch, and will always endeavour to stick to them as much as possible.

What is your shipping policy?

We offer free express parcel post through Australia Post for domestic orders $100 and over. Just use GONGSHIP100 at checkout to claim!

Free standard shipping is available through Australia Post for orders of $80 and over. Use GONGSHIP80 at checkout to cliam.

Any domestic orders under $80 will incur a standard postage cost of $10, or an express postage cost of $15.

Both services offer tracking as standard; a unique tracking number will be emailed to you on fulfilment of each order.

Express postage does not change our 1 to 3 days processing time, it only changes the service you pay for with Australia Post.

Please make sure you provide the correct postal address when checking out. Any orders that are returned due to an incorrect address will incur a postage fee for the item to be redelivered.

Fancy Dugong does not take responsibility for parcels delayed or lost by Australia Post, as this is out of our control. If your parcel is lost, please contact Australia Post to lodge an enquiry (this can only be done once the full recommended delivery time has passed). Recommended mailing times are available via the Australia Post website and your tracking number.

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

Our order assembly and dispatch time frame is 1 - 3 business days. We always try to send it out as quickly as possible!

PLEASE NOTE: Express postage does not change this processing time, it only changes the service you pay for with Australia Post.

Do you ship internationally?

I'm really sorry - we do not ship internationally at this time.

What is your returns policy?

In the interest of hygiene, we do not accept change of mind returns or exchanges. We endeavour to provide as much detail as possible on the listing for each item - but if you have any questions before you commit, please email me at .

Refunds are available if there's an issue with your earrings or you believe they are not as advertised - please contact me within 7 days of receiving your item at

I may need to ask you to take photos of the issue or ask for more information so that I can manage each issue personally - case by case. I want you to be happy!

What payment options do you have?

We accept Mastercard, Visa, Amex, PayPal and AfterPay.

Unfortunately we are not set up to support Klarna at this time.

My earrings and I had an accident :(

Oh no! Life happens, doesn't it?

Good news! Dr Dugong PhD has a Doctorate in fixing sad earrings and loves to nurse a broken piece back to life or reunite it with it's twin - especially if it means a second lease of life to your cherished wearables!

Just send us an email at with a description of the problem and we'll cost the repair or replacement from there.

What materials are your products made from?

All of our stud earrings are made from epoxy resin and use stainless steel studs and nickel free comfort grips. Dangle fittings are all stainless steel.

Our tassels are a high quality mix of natural and man made materials, and made in China by a craft manufacturer. We also hand make some of our tassels, and use a mix of ethical leather.

We try to avoid using pleather as this doesn't tend to last beyond a year or two and creates a microplastics problem down the track.

While we support anyone's preference for vegan products, we are still on the hunt for a durable, sustainable and eco-friendly vegan leather option.

As soon as we find it, we'll offer vegan leather options!

(If you know of any, please let me know!)

I want to modify your earrings and I want your help

Ultimately they're your earrings to do with as you wish. Creativity is for everyone!

At the same time, each design is a work of love. I make a really conscious effort to choose materials that work best with the pieces I make, and I give of myself to create something that is special and aesthetically pleasing.

I would be hesitant for any modifications to be made, and then for that piece to be promoted as Fancy Dugong piece.

Do you need a stockist?

Always! Please contact me at for a chat.

Please know though that I'm a one woman show. I make everything by hand, piece by piece, leather tassel by leather tassel. It's a painstaking process, and I don't have plans to mass produce anything - so stock numbers will be petite (and exclusive).

I have a complaint

Please send me an email on detailing what's going on and I'll do my best to make you happy.

I have a different question...

Oh man, I love a chat! Send me an email!