Frequently Asked Questions

Are all your products hand made?

Yes they are, all Aisyastar necklaces, pendants, malas, earrings, belts, tiaras and bracelets are hand made by our founder and designer Aisyah Huskisson. Aisyastar metal work is hand made by a team of artisans at our workshop in Bali.

What type of silver do you use in your jewellery?

All our silver is produced with the best quality 925 silver.

What type of gold do you use in your jewellery?

The gold we use is either 18K, 22K or 24K gold vermeil, plated on 925 silver.

How do I care for my jewellery?

Please see our Jewellery Care page HERE

What forms of payment do you accept online?

We accept credit cards (Visa, MasterCard, American Express). If you prefer to pay by bank transfer, PayPal or an alternative method please contact us via email to arrange it.

How do I track my order?

Once your order has been shipped, if you provide your email address you will receive a shipment confirmation email. This email contains a tracking number that will allow you to track your order using our shipping partners tracking platform. (Please check your spam/junk folders if you did not receive the shipping email). If you’re having trouble tracking your order, please contact us.

Why hasn't my order been delivered yet?

If your order has not arrived by the estimated delivery date, please try the following:

Check your order's progress status using the tracking number and link provided in your shipping confirmation e-mail.
Check your mailbox for a delivery attempt card, as your order may be waiting at your local post office or customs depo.
If you still can't find your order, contact us.

How do I modify or cancel my order?

Once an order has been placed we are unable to update any of the order information. This includes changing the shipping or billing address, payment information or editing the items listed in your order. Once an order is processed, it can no longer be cancelled or modified.

How do I return/exchange an item?

It is important to us that you are completely satisfied with your purchase. However, as most of our pieces are one of a kind designs and one size only, it is rare that there is an event that warrants a return or exchange. For hygiene reasons, studs earrings are non-refundable & non-exchangeable. Personalized items and custom made items are non-refundable and non-exchangeable.

In the unlikely event that an exchange is agreed the original shipping costs, duties, and taxes are non-refundable and the return costs are at the senders expense.

To return an online purchase by post, please follow these instructions:

Please return your item(s) to the following address (you may choose the shipping carrier of your choice, however please use a reputable carrier and send the goods recorded delivery):

Aisyastar
24a Jalan Batu Mejan,
Banjar Padang Linjong,
Canggu,
Badung 80631,
Bali,
Indonesia.

When returning goods to Indonesia it is imperative that you use a secure and trackable method of postage, i.e. recorded or special delivery, and that you retain your proof of postage. Until such time as we receive your return at our office, the items and their condition remain the senders responsibility.

In the event of an exchange, we will send you an email to confirm your return has been received. If the exchange item is in stock, we will send it to the same address your initial order was shipped to. If you want your new order to be delivered to a different address from the original order, please clearly inform us via email or what’s app.

Delivery charges are non-refundable. Shipping and handling charges, as well as duties and fees, are not refundable. Customers are responsible for return shipping, duties, taxes, and fees.