1. Before ordering your keepsake we recommend that you message us on instagram or send an email to see if your image is suitable to use.

2. We'll get back to you within 48 hours!

If you, your child or a loved one are planning to write a message or draw an artwork please do the following:

1. Use a clean white piece of paper.

2. Use a black sharpie marker/pen with a minimum 0.7 thickness.

3. Check the minimum size requirements for original artworks to ensure detail isn’t compromised.

1. Lay the original piece on a well-lit, flat surface when taking the photo.

2. Make sure there are no shadows cast with your device and turn off your flash.

3. Take a photo directly from above, ensuring the camera is positioned straight over the impression without tilting.

OR

4. Use a scanner (recommended) to scan the original at 300dpi. Save it as a JPEG or PDF file and email us or message us on instagram.

We do our best to get your jewellery/keepsakes made quickly. However, each item is handmade and have the following estimated processing times:

• Framed Keepsakes: 3-4 weeks from the order being placed.
• Artisan Jewellery: 6-8 weeks from order being placed.
• For all pre-orders, please check the product description.

Please note, processing time may be affected by the length of time taken by you to approve the proof of your custom order.

Shipping time begins once the item is dispatched, not the date that the item is ordered. If you need something rushed, please contact us first so we can try and accomodate your order. Choosing Express Post will not speed up the time it takes to make your jewellery/keepsake.

If your piece arrives damaged, please take a photo of the damage, including the outer and inner packaging, and immediately contact us.

We will do our best to work with you if there is damage / lost packages, but WE DO NOT take responsibility for what happens to your item once it is shipped.

See our Shipping & Delivery Policy.

At Otelier, our creative process is driven by our passion for capturing memories and preserving the emotions that define them. From the first scrawl of ink to the final crafted piece, we believe that every keepsake should connect past moments with the present, creating a timeless bond that can be cherished for years to come.

Here’s how we bring your memories to life.

We know you’re excited to receive your Otelier pieces, and we take great care in handcrafting each item before shipping it from our studio in Sydney. Orders are dispatched on business days. Once your parcel has been collected by Australia Post, you'll receive a shipping confirmation email.

All jewellery orders receive FREE Express Shipping Australia wide and require a signature upon delivery.

For detailed information, visit our Shipping and Delivery page.

Our jewellery and keepsakes are completely customised for you and unfortunately ineligible for exchange, refund or store credit. We do not accept exchanges or returns simply because you have changed your mind. Please consider this prior to placing your order. 

Visit our Returns & Exchanges page for more detailed information.

We want your Otelier jewellery and keepsakes to last forever. It is important to treat your pieces with care. 

Visit our Product Care page for more details about how to care for each of your pieces.

At Otelier, we take great care to ensure that your custom piece is crafted to perfection.

Framed Keepsakes: A proof will always be sent to you for approval within one week of ordering, ensuring everything is perfect before production begins.

Jewellery: Within 1-2 weeks of placing your order, our designers will transform your 2D drawing into a 3D printable file. You can choose to receive a 3D blueprint of your piece by email for approval before production moves forward.

We may also send you a proof if we have specific questions or concerns about your design, even if you haven’t requested one. Production will not commence until we receive your final approval by email. Please note that the time you take to review and approve the proof may affect the overall processing time of your custom order.

We will send a proof in the following scenarios:

• Customer Request: If you request a proof when placing your order.
• Design Clarifications: If we need to verify specific details before beginning fabrication.
• Framed Keepsake Orders: Proofs are automatically provided for all Framed Keepsake orders.

If we do not receive a response within 7 days of sending a proof, it will be automatically approved, and we will proceed with fabrication. Please check your spam folder, as you remain responsible for any automatically approved proofs after the 7-day period. If changes are desired after automatic approval, the cost will be the customer’s responsibility.

NB: ONE revision is offered before an additional Proofing Fee is charged to continue working on your jewellery/keepsake.