Frequently Asked Questions (FAQ) for Photo Projection Products

 

Below you will find answers to the questions we receive most often about our Photo Projection Jewellery. If you can’t find what you’re looking for, please email philu.jewellery.au@gmail.com and we’ll be happy to assist.

 

How do I upload my photo for projection jewellery?

Direct Answer:

To upload your photo, simply navigate to the specific product page and tap the “Upload Your Photo” button. Select a high-quality JPG or PNG file from your device’s gallery. The system will process the file, and the upload field will display a green tick once the file has been successfully accepted and attached to your cart.

  • Step 1: Choose your preferred necklace style and colour.
  • Step 2: Click “Upload Your Photo” and select a file from your computer or mobile.
  • Step 3: Wait for the green confirmation tick to ensure the file is valid.
  • Step 4: Proceed to checkout; your image is securely linked to your order automatically.

What image size and quality results in the best projection?

Direct Answer:

For the sharpest and clearest projection, we strongly recommend using a high-resolution image with a minimum size of 800 × 800 pixels (approx. 1 MB). The best results come from bright, high-contrast photos where the subject is clearly centred, ensuring the micro-engraving process captures every detail.

  • Resolution: Minimum 800x800 px (1 MB or larger) is ideal.
  • Lighting: Use photos with bright, natural lighting and high contrast.
  • Composition: Keep subjects centred in the frame to avoid cutting off key details.
  • Avoid: Screenshots, blurry low-light photos, or heavily filtered social media images.

Are my personal photos kept private and safe?

Direct Answer:

Yes, your privacy is our priority. All uploaded images are stored on a secure, encrypted CDN (Content Delivery Network) solely for the purpose of production. We automatically delete all user images from our servers 7 days after your necklace has been dispatched to ensure your data remains private.

  • Encryption: Files are transferred via secure encryption.
  • Usage: Images are strictly used for fulfilling your order and never shared.
  • Deletion: Automated deletion occurs 7 days post-dispatch.

Is the photo projection jewellery waterproof?

Direct Answer:

It depends on the material.

  • Our 316L Stainless Steel collection is 100% waterproof and sweat-proof, making it safe for daily wear.
  • However, for 925 Sterling Silver pieces, we recommend removing them before showering or swimming to preserve their shine and prevent oxidation.

Can I change or cancel my order after placing it?

Direct Answer:

You may request changes to your photo or cancel your order within 12 hours of the initial purchase. Because our photo projection jewellery is custom-made, once this 12-hour window passes, your item enters the production line for engraving and assembly, and modifications are no longer possible.

  • Window: 0–12 hours from purchase time.
  • Action: Email philu.jewellery.au@gmail.com immediately with your order number.
  • Late Requests: After 12 hours, the customisation fee is non-refundable.

How long does the production process take?

Direct Answer:

Each piece of photo projection jewellery is handcrafted and custom-engraved. Our standard production time is 2-5 business days from the moment we receive a valid photo upload. This time allows for image processing, micro-engraving, lens mounting, and a final quality inspection before shipping.

  • Day 1: Image verification and processing.
  • Day 2: Laser engraving and lens assembly.
  • Day 3: Quality control check and packaging for dispatch.

How long does shipping take within Australia?

Direct Answer:

Standard shipping within Australia typically takes 6–10 business days after the item has been dispatched from our workshop. When combined with our production time, you can expect to receive your personalised necklace approximately 9–13 business days from the date you placed your order.

  • Production: ~3 Business Days.
  • Transit: 6–10 Business Days.
  • Total Wait: Approx. 9–13 Business Days.
  • Note: See our Shipping Policy for remote area estimates.

Do you offer an Express Shipping option?

Direct Answer:

We do not currently offer a standard Express Shipping service at checkout. However, we understand deadlines can be tight. If you require your order by a specific date (e.g., for an anniversary or birthday), please contact us prior to purchasing, and we will advise if we can accommodate your timeline.

  • Contact: Email us before you buy.
  • Timeline: Please provide your required delivery date and postcode.
  • Availability: We will confirm if expedited handling is possible.

How much does shipping cost?

Direct Answer:

We offer free standard shipping for every order. 

What comes in the box with my necklace?

Direct Answer:

Every PhilU necklace arrives in a protective jewellery box to prevent scratches. For special occasions, you can upgrade to our Premium Gift Box (+A$6) at checkout, which includes enhanced packaging and a blank message card for your personal note.

  • Standard: Protective box.
  • Premium Upgrade (+A$6): Hard-shell gift box + Blank message card.
  • Inclusions: Care instructions are included in all packages.

How do I clean and care for my photo projection necklace?

Direct Answer:

To maintain the clarity of the projection lens and the shine of the metal, gently wipe the piece with a soft, lint-free cloth after every wear. It is crucial to avoid contact with moisture and harsh substances to prevent tarnish or damage to the micro-photo lens.

  • Cleaning: Use a dry, non-abrasive jewellery cloth.
  • Avoid: Perfume, household chemicals, and salt water/swimming.
  • Storage: Keep in the provided soft pouch away from direct sunlight/humidity.

Do you accept returns on personalised items?

Direct Answer:

Due to the highly personalised nature of photo projection jewellery, we cannot accept returns for change of mind. However, if your item arrives defective, damaged, or with an engraving error, please notify us within 48 hours of delivery, and we will arrange a free replacement or refund.

  • Non-Returnable: Custom items (unless faulty).
  • Defects: Report within 48 hours of receipt.
  • Process: Email photos of the damage to philu.jewellery.au@gmail.com.
  • Policy: See our full Returns & Refund Policy for more.

What happens if my parcel is lost in transit?

Direct Answer:

We understand the frustration of missing mail. All our shipments include transit insurance. If your tracking information shows no movement for 10 consecutive days, please contact us immediately. We will launch an investigation with the courier and send a replacement order free of charge if it is confirmed lost.

  • Step 1: Check tracking for 10 days of inactivity.
  • Step 2: Email support with your order number.
  • Step 3: We investigate with the carrier (AusPost/Courier).
  • Resolution: Immediate replacement or refund upon confirmation of loss.

Do you ship internationally?

Direct Answer:

Not at this time. To ensure the fastest delivery times and highest quality of service, we currently ship exclusively to residential and business addresses within Australia. We are hoping to expand to international markets in the future.

  • Region: Australia Wide (All States & Territories).
  • International: Unavailable directly through the website.

Can I engrave text on the pendant itself?

Direct Answer:

Currently, text engraving on the metal surface is not available for our projection necklaces; the customisation is strictly limited to the photo inside the central lens. We are actively exploring laser text engraving for future collections, so please stay tuned.

  • Current Status: Photo projection only.
  • Future Plans: Text engraving is in development.
  • Stay Informed: Subscribe to our newsletter for feature release updates.

Do you offer bulk orders or corporate gifting?

Direct Answer:

Yes, we are happy to accommodate corporate gifting and custom bulk orders. Purchases of 10 units or more qualify for our volume pricing tiers. This is perfect for event favours, bridal parties, or company gifts that require a unique, personalised touch.

  • Minimum: 10+ Units.
  • Contact: philu.jewellery.au@gmail.com.
  • Details Needed: Quantity, date required, and customisation needs.

 


Still have questions?

Reach out to us directly at philu.jewellery.au@gmail.com or via the live chat widget on our homepage.

Customer Service Hours: Monday–Friday, 09:00–17:00 AEST.