FAQs
How does the process work from start to finish?
Once your order has been placed, you will receive a confirmation email.
Your kit will be sent out within 2-3 business days.
The kit contains jewellers wax (two wax pieces per piece of jewellery), instructions and a return mail label if you're ordering within Australia.
International customers must return their own wax at their cost (sorry!)
Customers outside of Australia are to send their tracking information via email or add it to their customer account so we can keep an eye on the progress of the return. This is also important to have a record of in case of a missing package etc.
When the wax prints have been received, another email/update in your customer account is sent to confirm the date of receipt and that your order can progress to the next stage. The turnaround time will officially commence once the wax has arrived back to us.
Your piece will be crafted in wax form, be cast into metal and then go through our meticulous finishing process before it is boxed and sent to you.
I can't see a print, can you still use it?
If you're worried about the detail of the print, please feel free to send a photo and we can chat about it. It can be quite hard to picture how the wax will look when cast in metal, but the details and textures translate really beautifully into metal. Please trust the process!
If the print is very faint we will contact you to double check that you're happy to proceed/offer you a re-do if time and logistics allow. There is only so much or so little we can work with and we want it to be a great outcome for you.
I can't seem to get a good print, what am I doing wrong?
The wax we send you is best when it is thoroughly warmed through. If it's too hot, it will break apart and if it cools too quick, you won't pick up any print.
Make sure the wax is warmed through and you can squish it really easily. If you can roll the wax into a smooth ball once it is pliable this will make for a good print. Avoid touching the front of the wax where your dog's nose print is as the wax often picks up very faint textures that I won't be able to remove.
Always be mindful of the temperature, if it's too hot to touch, it's too hot for your dog's nose! Your dog's nose must be dry to have the texture transfer. Keep a cloth or paper towel handy and wipe their nose before each attempt.
If you can't get a nose print, try a paw print. Infinitely easier and they look really great.
Can I make another pendant or ring from the same wax?
Not from the wax print itself. The wax is burned away during the casting process. We usually keep one of the two wax samples (per piece of jewellery) that you send back so you can opt to have another pendant/ring made from the remaining sample at any time providing this didn't get used or damaged during the crafting process. If you would like to keep some prints for yourself, please order additional wax as the left over print is not guaranteed to last through the crafting process.
If you feel you would love the option to recreate your jewellery, (this can be made into other styles) we can make a master mold of your piece which is the silicon mold add on. You can elect to keep this at the studio or have it posted to you.
Can this be done with a cat's nose?
Absolutely! Pretty much anything can be printed into wax. Paw prints, fingerprints (above two years old as babies up to two years don't have defined prints).
My dog doesn't have long left, how can I get a print/the kit won't arrive in time?
Air dried clay is a great option to get some prints and it is best to secure this asap. It is usually universally available from craft stores or dollar stores. Please ensure you take a few prints and they are kept dry and clean while they harden. This process can require a silicone mold to be made from the clay print which can lengthen the turn around time and also will incur additional fees.
If using air dried clay, the entire nose doesn't need to be printed. Ideally we are looking for a section of the nose that we can take the printed texture from. A small portion of clay (a ball as big as your fingertip) is great and once squished down flat, will be adequate. Please reach out once you have taken your prints and we can advise the next steps.
What is the address to send my wax back to?
Please send your wax in the original box to:
Blackbird + Bones
PO BOX 203
Moonee Ponds 3039 VICTORIA
Australia
How long does the wax take to get back to you from the US/UK/EU?
As my international customers are responsible for returning the wax via their preferred mail carrier, we are not sure of the timeframes or costs involved, sorry!
FedEx have advised it's going to cost $150+ to send my wax back! What do I do?
If you are in the US, please use USPS! The standard shipping rate is around $20.30 USD reliable and rather efficient. Express is around $40 - $60 USD.
I don't know my ring size, can I still order?
Yes, please select "free size" as your option and a ring sizer will be included in your kit. Please email/update your customer account once you have confirmed your ring size.
Can you do a double sided pendant/ring?
Yes! This will attract an additional fee as more wax and in turn more metal is involved to complete this type of pendant or ring. Please order additional wax, we would like two of each print.
Can you do a two nose prints on one ring?
Yes! We do half and half all the time. Leave a note for us that this is what you would like to do and please ensure you order two additional waxes per nose print.
Where is my order?
If your order has officially started (wax impressions confirmed as received) the timeline to completion is 8-10 weeks for all jewellery and up to 16 weeks for signet rings. Engraving, gem setting and molding will add additional time. If your query is within this timeframe, please trust that we are hard at work getting your jewellery made. Your enthusiasm is appreciated but we are small team who are putting our time and energy in to making your special piece.
Do you do resizes if my ring is too big/small?
We are unable to offer complimentary ring sizing so please ensure you correctly measure your size. If you are using the ring sizer provided, please read (on the packaging) how to take your correct size. If you do require a ring resize, there will be a nominal fee of $100 AUD plus shipping costs both ways.
My pendant or ring doesn't look like I imagined, do you do refunds?
If you have any reservations about how the process works or don't feel comfortable leaving the design up to us, please let us know! We want to make your piece the way you like it but please be mindful that due to the completely unique nature of each nose print and the outcome of the wax samples, the designs can end up being somewhat limited. We encourage you to advise us of your design preferences, particularly with signet rings. We don't offer refunds if you don't like your final piece. We like to think my customers can trust our creative vision and already have an idea on what the final result looks like based on the photos in the product listing.
My parcel has gone missing/my kit was returned to sender, can you help me?
Once the parcel leaves our hands, Blackbird and Bones is not liable for any loss or damages once it has been passed on to the mailing company.
Please lodge an enquiry via Australia Post with your tracking number for them to take action. If a parcel is deemed lost/unrecoverable, B+B do what is required on our end to ensure that your insurance cover can be claimed.
If you have been sent a kit and it has been returned to sender, a new kit can be posted out to you but standard shipping fees will apply ($15AUD).
Do I have to pay import tax or custom fees on my jewellery?
READ IF YOU ARE AN INTERNATIONAL CUSTOMER
Please check the guidelines and rules relevant to your country surrounding buying goods from Australia. We do what we can to help you avoid extra charges but unfortunately we cannot control the outcomes when your jewellery passes through customs in your country. When you insure your jewellery for the final post (highly encouraged) the value needs to be put on the mailing information which can incur additional fees before it is released to you. This online duties calculator can give you a costing on how much will be payable.
The UK/EU has strict import rules that you can learn more about at https://www.gov.uk/goods-sent-from-abroad
Is the wax toxic/harmful to my dog?
The wax is safe for skin to skin (or nose contact) and should be gently heated just enough that it doesn't feel too warm to the touch and therefore too warm for your pet's sensitive nose. If the wax is heated too much, you will be able to tell as it falls apart and is unusable. We can provide you with the MSDS information on the wax if you require.
Blackbird and Bones is not liable for wax that is ingested, or injures your pet in any way.
Jewellery recycling