FAQ
What is your shipping policy?
We offer standard and express shipping options across Australia. Orders are processed within 1-2 business days, and delivery times vary depending on your location. Once your order is on its way, you'll receive a tracking number via email.
What materials do you use?
We use high-quality natural precious and semi-precious gemstone beads, finished with jeweller-grade brass and stainless steel plated in 925 silver and 14k gold with a protective coating. All findings are nickel and lead-free. We're also in the process of introducing pieces with solid sterling silver and gold-filled components — something to look forward to!
Why do you use Nylon instead of Silk thread?
Nylon is completely cruelty-free, as it is a petroleum-based synthetic material and does not involve animals.
Conventional silk is not cruelty-free. In standard production, silkworms are boiled or gassed alive inside their cocoons. This keeps the cocoon intact, allowing it to be unraveled into one long, continuous thread. An estimated 3,000 silkworms are killed to produce just a single pound of silk.
Nylon is exceptionally strong and highly resistant to rubbing, friction, and tearing. It has a slight amount of stretch, which helps it absorb shock without breaking. Nylon is inherently hydrophobic, meaning it won't rot or degrade when exposed to water.
Silk can fray easily from the sharp, drilled edges of gemstones, is vulnerable to moisture (like perfume or sweat), and burns to ash if you try to melt the ends. Silk naturally stretches over time. It must be pre-stretched before knotting, otherwise your necklace or bracelet will eventually sag.
Do you ship internationally?
At this stage, we only ship within Australia. As Téo Gem grows, we hope to expand internationally — stay tuned!
What is your return/exchange policy?
As each piece is handmade and one-of-a-kind, we're unable to offer returns or exchanges at this time. We encourage you to read product descriptions carefully and reach out before purchasing if you have any questions — we're happy to help you find the perfect piece.
How do I contact customer support?
You can reach our customer support team by emailing hello@teogem.com or using the contact form on our website. We aim to respond within 1-2 business days.
Do you offer gift wrapping or gift messages?
Every order arrives wrapped in beautiful tissue with each piece tucked inside a calico bag — already beautiful and ready to gift. If you'd like to include a personal message, simply add it in the notes at checkout and we'll do our best to include it.