Frequently Asked Questions

Can I buy direct from your studio in Byron Bay?

Unfortunately our studio isn't a shop. If you'd like to pick something up from us in Byron Bay, NSW please call first (02 6685 7008) so we can get your order ready.

I have a retail store and want to become a Polli stockist, how can I get information?

Email us at for all wholesale enquiries.

Can I buy Polli locally?

Yes, we stock a lot of beautiful stores! You can search via our stockists page.

What are your shipping costs?

Orders are sent via our Byron Bay Studio. The average shipping time from Byron Bay to Australian states is 3-5 business days for Express, and 5-10 business days for Standard.

Australia Wide Shipping Options:
Standard (for all orders over $75) - FREE
5 to 10 business days
All items sent via Standard Post are registered for tracking with Australia Post

Standard (for all orders under $75) - $5
5 to 10 business days
All items sent via Standard Post are registered for tracking with Australia Post

Express - $10.00
3-5 business days
All items sent via Express Post are registered for tracking with Australia Post

International Shipping Options:
To keep things simple we offer flat rate shipping for all our International orders. 
International Post NZ - $15 
International Post (Everywhere else) - $23

Approx 10 - 15 business days depending on Country, allow 15-20 business days for EU. All international orders are sent with tracking.

International shipments may be subject to import duties and taxes once the shipment reaches your country. Additional charges for customs clearance are the responsibility of the recipient; we do not control nor can we predict these charges. Please contact your local customs office for further information.

I'm buying from overseas will that cost me more?

You're in luck! It's actually cheaper to buy Polli online from overseas - crazy! You get the sale tax free (that's 10% GST off), reasonable shipping (only AUD $10-$15 to ship anywhere in the world) and in this economy a killer exchange rate! 

Are the earrings safe for sensitive ears?

Yes! We use sterling silver or gold filled hooks on all our drop earrings, all our hooks are nickel free making them safe and comfortable for the ears.
Our stud earrings are fitted with high grade surgical steel posts and are non-allergenic.

Can I get some more plastic earring stoppers?

Of course! You can make a comment when placing your order.
Alternatively, Australian residents can send a stamped and self addressed envelope to Polli Design 4/74 Centennial Circuit Byron Bay, NSW 2481

Can I send my purchase as a gift? Do you gift wrap?

Yes, you can send your purchase directly to a friend / loved one. We can wrap the parcel for a cost of $2.50 and even write your personal message on a Polli card. However during busy periods gift wrapping may not be made available.

Do you repair jewellery?

We design and make our jewellery to last and are happy to refresh your Polli pieces. Please contact us to discuss requirements and (very reasonable) costs.

How do I care for my Gold Plated Jewellery?

Our Gold pieces are plated with 24ct gold on a stainless steel base. To protect the layer of gold it is best to avoid contact with liquids and abrasive cleaners, the pieces can be cleaned with a soft damp cloth and dried completely before storing.
The Gold filled hooks and chains can be wiped with an appropriate jewellery polishing cloth. We recommend keeping polishing to a minimum to maximise gold plating.

How do I care for my Stainless Steel Jewellery?

While Stainless Steel is a strong, tarnish resistant material you need to treat your Polli jewellery with love and care. The stainless steel piece can be wiped with a soft, damp cloth. Sterling Silver hooks and chains can be wiped with a silver polishing cloth.

How do I care for my Wooden Jewellery?

Your timber won’t tarnish but it still needs love and care. Keep it away from moisture and use a soft, dry cloth to wipe clean. The cotton cords are lightly coated and designed to soften as they wear. The jump rings and hooks are sterling silver and can be wiped with a silver polishing cloth.

How long are the chains?

Our Stainless Steel and Gold Pendants are strung on fine 18” chains. Some products in our Stainless Steel range offer a choice of longer chain length in 20" and 24" these include an additional charge ($2-$4). If you have any questions please let us know.

How long will it take to receive my order?

If you're in Australia regular shipping takes 5-10 days to arrive. Express shipping takes 2-5 business days.
If you're Overseas standard shipping takes an estimated 2 weeks, or 3 weeks for EU. All shipping methods are trackable.
During a SALE please allow 2 weeks (worst case scenario) for us to pack your order.

How should I store my jewellery?

This question is tricky – generally we say a jewellery stand is best as you can see your collection, are more likely to wear it and it won’t get scratched, tangled and lost. If this doesn’t suit you then the original packaging has been designed as a storage option.

I don’t have pierced ears, do you do clip-ons?

At the moment we don’t offer clip on earrings but we are keen to hear from you and discuss what clip on wearers like so we can investigate offering this product.

Is a secure website for shopping?

At Polli we take your security very seriously. The website uses a SSL certificate provided by Shopify. This means that all transactions placed via the website are made via a secure connection.

Oh no! I’ve Lost one of my Earrings, can I purchase the missing side to complete my pair?

We’re sorry to hear that! Yes we can help you find a mate to your missing earring, providing the item is still in stock. Please contact us to discuss the design, if you can provide an image of the earring its even easier for us to match it for you. We’ll send you a payment request and then your pair will be complete again.

The jewellery is really thin, will it bend?

While they’re thin, they’re also very strong. As with all precious things please handle them with care.

What if I change my mind?

Due to hygiene reasons we cannot accept exchanges on jewellery unless there is a fault - which we will offer a replacement product or repair. No exchange or refund is permitted for items that are on Sale. Please see our Terms and Conditions for more details. 

Where are your products made?

We’re proud to say they’re all made in Australia!

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