Connect With Us
Whether you need assistance with an order or advice on choosing the perfect piece, the Serra Morphe team is just a message away.
Questions & Answers
What payment types do you offer?
We accept all major credit and debit cards, including Visa, Mastercard, and American Express. For a seamless experience, we also offer express checkout through Apple Pay and Google Pay, alongside Afterpay for flexible curation.
How secure is your payment?
Your privacy and security are our highest priorities. Our checkout is hosted on a highly encrypted, industry-leading platform to ensure your personal and payment details are kept entirely safe and confidential.
How do I apply a promo code?
As you proceed to checkout, you will find a dedicated field to enter your promo code or gift card. Simply enter your code and click ‘Apply’ to update your total before finalising your selection.
Please note: Only one code may be applied per order.
What is a pre-order?
Due to the deliberate craft behind our pieces, certain signatures are highly anticipated. Placing a pre-order allows you to secure a piece from an upcoming collection prior to its official release. The expected shipping date will be clearly stated on the product page, ensuring your Serra Morphe piece is reserved specifically for you.
How does shipping and delivery work?
Once your order is placed, our team begins preparing your piece for transit. Please allow up to 72 hours for us to carefully inspect and securely package your selection.
All domestic orders are entrusted to Australia Post, with an estimated delivery time of 2–8 business days.
For our international clients, pieces are dispatched directly from our Australian studio via DHL Standard delivery. International shipping fees are calculated and displayed for your review at checkout. Estimated transit times are as follows:
- New Zealand: 3–8 business days
- United Kingdom: 5–8 business days
- United States: 5–9 business days
- Canada: 6–10 business days
As soon as your piece leaves our studio, you will receive a dispatch confirmation email containing your tracking details.
How do I track my order?
As soon as your piece is entrusted to our delivery partners, you will receive a dispatch confirmation email containing a direct tracking link. Simply follow the link to monitor your delivery's progress.
If you have not yet received your tracking details, your piece may be part of a pre-order release. Please refer to your original order receipt for the anticipated dispatch date of any pre-ordered items.
Are there any customs/import fees?
As all pieces are dispatched directly from our Australian studio, international orders may be subject to local customs duties and import taxes. These fees are determined by your local government and are the sole responsibility of the recipient.
We gently recommend verifying your country's import thresholds prior to finalising your selection, as we are unable to calculate or cover these localised fees.
In the event that customs duties remain unpaid and the parcel is returned to our studio, a store credit will be issued for your pieces, less any return shipping costs and administrative fees incurred by Serra Morphe. If you wish to have the piece dispatched a second time, a new shipping fee will apply.
What should I do if my order is delayed or lost?
While our delivery partners operate with the utmost efficiency, occasional transit delays may occur. If your transit time extends beyond the estimated window, your tracking link will be updated by the courier to reflect the new timeline.
If your piece has not arrived within 20 days of dispatch, please contact our Client Care team. We kindly recommend reaching out directly to the courier via your tracking link first, as they hold the most immediate transit updates. Should you require further assistance after contacting them, simply let us know. We will gladly open a formal inquiry and liaise with the courier on your behalf to ensure your selection reaches you safely.
What is your returns policy?
Our Return Philosophy
We craft each piece with the intention that it becomes a cherished part of your collection. However, should your selection not be the perfect fit, we are pleased to offer returns within 30 days of delivery.
To be eligible for a return, your piece must be unworn, entirely free of scratches, and securely housed in its original Serra Morphe packaging. Please note: For hygiene and safety reasons, earrings are strictly final sale and cannot be returned unless there is a craftsmanship defect.
Refunds, Exchanges & Store Credit
- Full-Priced Pieces: May be returned for a full refund to your original payment method, or exchanged via a digital store credit.
- Promotional or Sale Pieces: May be returned for store credit only.
- Sizing Exchanges: Should you wish to exchange your piece for a different size or style, please contact our Client Care team at your earliest convenience. We will personally verify the availability of your desired piece and seamlessly guide you through the exchange process.
Please note that original shipping fees are non-refundable, and clients are responsible for arranging and covering the cost of return shipping.
The Serra Morphe Guarantee
Deliberate craft is the cornerstone of our studio. We proudly stand behind our pieces with a 6-month guarantee covering manufacturing or significant plating defects. If your piece arrives with an imperfection, please contact us within 48 hours of delivery with a photograph so we may resolve it immediately.
Note: This guarantee does not cover loss, accidental breakage, or natural wear over time.
Arranging Your Return
To initiate a return or exchange, simply email our Client Care team at hello@serramorphe.com with your order number. We will personally guide you through the process and provide our studio's return address.
How long does it take for my return to be processed?
Once your return safely arrives at our studio, our team will conduct a meticulous inspection to ensure the piece remains in its pristine, original condition.
To help us anticipate its arrival, we gently request that you share your return tracking details with our Client Care team as soon as the parcel is entrusted to your courier.
Upon successful inspection, your refund or store credit will be processed promptly, and you will receive a confirmation email to finalise the arrangement.
What does the warranty cover?
We are committed to providing high-quality, handcrafted jewellery made to last. We’re confident in the engineering of our products, which is why we offer a 6-month warranty from the date you receive your order for structural defects or issues resulting from workmanship.
Our warranty strictly covers manufacturing faults, which includes:
- Faulty clasps, mechanisms, or hinges
- Defective soldering or broken welds on chains (not caused by snapping or pulling)
- Stones falling out due to a manufacturing flaw in the setting (rather than from dropping or impact)
What is NOT covered by the warranty?
The warranty does not cover accidental damage or the natural ageing of the jewellery. This includes:
- Lost items or stolen pieces
- Normal wear and tear, including surface scratches, tarnishing, or the natural fading of gold vermeil over time
- Damage caused by improper care, such as exposure to chemicals, soaps, perfumes, water, or excessive force
- Any modification, resizing, or repair work done to your product by a third party outside of Serra Morphe
What is the difference between the 6-Month Warranty and 30-Day Returns?
30-Day Returns & Exchanges: This is your "change of mind" or "wrong size" guarantee. If you receive your jewellery and decide it isn't quite right, you can return or exchange it within 30 days of delivery. Items must be unworn, in their original condition, and in their original packaging.
6-Month Warranty: This covers the physical integrity of the jewellery while you are wearing it. It protects you against structural manufacturing flaws (like a broken clasp or a faulty setting) that appear within the first 6 months of normal use. It does not cover changes of mind or everyday wear and tear.
Connect With Client Care
Should you require further guidance or wish to inquire about a specific piece, please submit your details below. Our Client Care team will personally review your request and respond promptly.
Alternatively, you may reach our studio directly at hello@serramorphe.com.