Here are some quick facts which may help – particularly if this is your first time ordering online.
My parcel has been dispatched but it hasn’t arrived yet?
Every order has a unique Australia post tracking number, to find this number log into your account and view the comments section of your current order, or refer to the ‘dispatched’ note that was emailed. Using the Australia post tracking number which is found in the dispatched note, go to Australia Post and include your tracking number in the domestic tracking section to find out where your parcel is.
My parcel has been dispatched but I can’t find it on the Australia Post tracking website?
Don’t worry, your parcel has been sent from a rural post office that is unable to scan your parcel once it’s posted. The parcel will be scanned once it reaches its destination.
Can you include a birth date or other text on the back of the charm?
Dates can be included on the face of most charms (assuming it will fit – each design lists the maximum number of characters). Koolaman sterling silver pendants and tags do not allow stamping on the back since it leaves a slight indentation.
Can I add a tag to a necklace if I have another baby?
We recommend that you purchase blank Koolaman pendants with your initial purchase. Pendants may vary slightly over time and we do not guarantee that we will continuously stock the current items. If you think you would like to add pendants to your necklace, you can order blank pendants and send them back registered post for stamping. Registered post charges will apply.
What fonts are available?
The font you see on the samples is the font we use. The font size we use is pictured on the images in the product gallery. We use block letters (all capitals).
Do you have any special symbols or characters that can be stamped?
Besides alpha and numeric stamps, we have 3 additional stamps: - & . We also offer heart and flower stamp as seen on the Matilda pendant
What is the cost of postage and handling?
We offer Australian customers two options: $10 standard parcel post and a priority stamping and express post option at $20. Postage for New Zealand customers is $20, for all other overseas customers postage is $30.
Can you gift wrap the Koolaman silver personalised pendant and send it to a friend for me?
All of our pieces are gift-boxed. In the checkout be sure to let us know who to send the gift to. We’ll post the Koolaman pendant(s) and we can even put in a card with your message. Don’t worry, we won’t send payment details with the gift.
Can I order a longer necklace?
You can order any style or length of necklace with your pendant. Select the necklace option in checkout. Should you need to exchange your necklace please fill in the necklace exchange form and return your necklace to the Koolaman customer service team.
Can I find your jewellery in a store?
Koolaman hand stamped name tags are not available in stores. We do however visit fairs and expos in capital cities and other select markets. Please refer to our exhibit tab for further information.
How long will it take to get my Koolaman pendant?
The silver pendants are hand stamped within five days of your order being placed. Items from the Hide and Gold collections are hand stamped and completed within 3 weeks of your order being placed. Please note that these turnaround times do not apply in the lead up to Mother’s Day, Father’s Day and Christmas.
Your order will be dispatched using parcel post or express post according to your order. On dispatch, you will receive a tracking number which can be used on the Australia Post website to check on the location and delivery of your parcel.
What does '5 day dispatch' mean?
5 day dispatch means we will get your order into the postal system within 5 business days of us receiving full payment of your order. Weekends and Public Holidays are outside of this schedule. Orders placed on Fridays will be posted on or before the following Friday. In most cases, express post parcels are posted within 48 hours. *** This service is not relevant in the lead up to Mothers Day, Fathers Day, and Christmas. *****
Are the pendants and tags available in gold?
Yes! All of our pendants are available in 9ct yellow, rose and white gold. If it's not available on our online store simply email us for a quote.
How should I clean my silver Koolaman pendant?
Frequently wash with soap (phosphate-free) and water. Dry immediately. We provide a silver polishing cloth or gold polishing cloth with every pendant sold. A polishing cloth will remove light tarnish.
Should I use chemical dips to remove tarnish?
No. Although these dips remove tarnish at an accelerated rate, they are too strong and you may end up removing an important layer of the silver’s surface. When this happens, your silver will tarnish more quickly in the future.
Are you planning to expand your product lines?
Yes, definitely. We are always brainstorming new Koolaman ideas to expand our range of jewellery, cufflinks and key tags, baby gifts and Christmas keepsakes. Customers on our email notification list will be automatically advised by email of new product offerings and promotions unless you've unsubscribed from receiving more information.
If you have a question that isn’t answered here please email firstname.lastname@example.org