Frequently Asked Questions
Everything you need to know about sizing, materials, matching sets, personalisation, shipping, returns and care.
Sizing & Wear
How do I choose the right collar size?
Measure around your pet’s neck where the collar naturally sits, leaving enough room for two fingers between the collar and the neck. Compare the measurement with the size chart on the product page. If your pet falls between two sizes, choose the larger size for a more comfortable fit.
What should I do if my pet is between two sizes?
We recommend choosing the larger size. A collar that is slightly loose can usually be adjusted, while a collar that is too small may be uncomfortable for your pet.
Are the human necklaces and bracelets adjustable?
Some human pieces are adjustable, while others are available in specific sizes or lengths. Please refer to the individual product page for exact sizing information.
Are GemoraBond collars suitable for everyday pet wear?
GemoraBond collars are decorative pet jewellery designed for comfortable, supervised wear. They are not intended to replace a functional walking collar or harness and should not be used for leash attachment or strong pulling.
When should I remove my pet’s jewellery?
Remove the piece during bathing, swimming, rough play or any activity that may place pressure on the jewellery. We also recommend removing it whenever your pet is left unattended. Check the fit and condition regularly before use.
Materials & Meaning
Are the crystals and stones natural?
Our collections use natural crystal and stone beads unless otherwise stated on the individual product page. Slight differences in colour, clarity, markings and texture are natural characteristics rather than defects.
Will my piece look exactly like the product photo?
Natural crystals and stones may vary slightly from the images shown. We carefully select each piece to maintain a consistent overall appearance, but no two natural stones are completely identical.
What does each birthstone represent?
Birthstones are traditionally associated with the twelve months of the year. You may choose one to represent a birthday, adoption month, anniversary or another meaningful moment.
Do the crystals have healing benefits?
GemoraBond pieces are created for decorative, symbolic and sentimental purposes. We do not make medical, therapeutic or healing claims about crystals or gemstones.
Matching Sets & Personalisation
What is included in a matching set?
The contents vary by product and selected option. A matching set may include a pet collar with a coordinating necklace or bracelet for the owner. Always check the selected SKU and product description before ordering.
Do all items in a matching set include separate charms?
Not necessarily. Some GemoraBond sets include one shared charm set designed to be worn with either the pet collar or the human jewellery. Where this applies, it will be clearly stated on the product page.
Can personalisation charms be purchased separately?
No. Number Charms, Birthstone Charms and Photo Lockets are add-ons for eligible GemoraBond products and matching sets. They must be purchased together with a compatible base piece.
What personalisation options are available?
Depending on the product, you may be able to add Number Charms, Birthstone Charms or Photo Lockets. Available options and compatibility will be shown on the product page.
Are photo lockets included with every order?
No. Photo Lockets are optional personalisation add-ons and are only included when selected or specifically listed as part of the product.
Can I add more than one charm?
Availability depends on the selected product and its compatibility. Please check the product page to see which charm combinations can be added to your chosen base piece.
Shipping & Orders
Where do you ship?
We ship to selected international destinations, including Australia, Canada, the United Kingdom and New Zealand. Available shipping methods for your address will be shown at checkout.
How long will my order take to arrive?
Processing and delivery times depend on the product, destination and selected shipping method. Personalised orders may require additional preparation time. The estimated delivery time will be shown at checkout.
Will I receive tracking information?
Once your order has been dispatched, tracking information will be sent to the email address used at checkout where tracking is available.
Can I change or cancel my order?
Please contact us as soon as possible after placing your order. We will try to help, but changes or cancellations may not be possible once order preparation or personalisation has begun.
Returns & Issues
Can I return or exchange my order?
Return and exchange eligibility depends on the product and the reason for the request. Please refer to our Return and Refund Policy for full details.
Can personalised items be returned?
Personalised or customised products may not be eligible for change-of-mind returns. Damaged, defective or incorrect items will be handled according to our Return and Refund Policy.
What should I do if my order arrives damaged?
Please contact us with your order number and clear photographs of the item, packaging and shipping label. Our team will review the issue and provide the appropriate next steps.
What should I do if I receive the wrong item?
Contact us as soon as possible with your order number and clear photographs of the item received. We will review the issue and help arrange the appropriate solution.
Gifting & Care
Does my order arrive gift-ready?
GemoraBond pieces are thoughtfully presented with gifting in mind. Packaging may vary by product, and any included gift box or presentation details will be stated on the product page where applicable.
Can I send an order directly as a gift?
Yes. You may enter the recipient’s delivery address at checkout. Prices are not normally displayed on the packing slip, although packaging and documentation may vary by destination.
How should I care for my GemoraBond piece?
Avoid prolonged contact with water, perfume, lotions and harsh chemicals. Remove pet pieces before bathing, swimming or rough play. When not in use, store your piece in a clean, dry place and gently wipe it with a soft cloth.
How should I store the jewellery?
Store each piece separately in a dry place to reduce scratching, tangling and exposure to moisture. Keep small charms and detachable components safely away from pets and children when not in use.