FAQs

Here are some of the questions we’re most often asked about creating your keepsake.

01 — What can I turn into a My Clover keepsake?

We currently create personalised keepsakes from:

  • Children’s drawings
  • Pet portraits
  • Children’s handprints & footprints
  • Photos of pets with their loved ones

02 — What kind of artwork or image should I provide?

✅ Ideal:

  • Bold, distinct colours and shapes
  • Clear, high-quality pet photo
  • Enamel colours: 5 or fewer

❌ Not recommended:

  • Very detailed or realistic images
  • Blurry photos or heavy shadows
  • Faint or unclear lines

03 — What can I customise?

You can customise:

  • Crafting technique — choose from our eight available techniques. See product pages for photos and examples
  • Colour — add or change colours, including specific colours for specific areas
  • Size — choose your preferred size
  • Material — 925 Sterling Silver or 18K Gold
  • Clasp — choose a universal clasp or a standard clasp

04 — Will I see the design before my keepsake is made?

Yes. You will receive your personalised design for approval before production begins.

  • Two review stages are included for feedback and adjustments
  • Production only begins after you approve the final design
  • Once approved, further changes may incur an additional fee and delay delivery

05 — How long does a custom order take?

  • Approximately 6–7 weeks from placing your order to receiving your keepsake, longer during holidays.
  • For the full breakdown, please see Our Process & Timeline

06 — When will I receive my tracking number?

Your personalised jewellery typically takes approximately 6–7 weeks in total .

Here’s what to expect:

  • Weeks 1–5/6: Your custom piece is being crafted and transported to our Melbourne studio.
  • Final stage: Once your piece arrives at our studio, we’ll carefully inspect and prepare it for dispatch.
  • Tracking: You’ll receive an email with your Australian domestic tracking number once your order has been dispatched from our Melbourne studio.

07 — Will my jewellery look exactly like what I submitted?

We aim to capture the heart and important details of what you submit, but as each piece is lovingly handcrafted, subtle differences may naturally occur.

  • Colours may vary slightly depending on the materials and lighting.
  • Very fine lines may need to be simplified or slightly adjusted to create a beautiful and durable piece.
  • Tiny details may not be fully reproduced, especially when the original image or design is not clear or high resolution.

Every piece is thoughtfully handcrafted to preserve the unique character and meaning of your special memory

08 — What if my keepsake arrives with a defect or quality issue?

  • Contact us within 14 days of delivery
  • Provide clear photos or videos showing the issue
  • If confirmed as a manufacturing defect, we may offer a repair or replacement, free of charge

09 — What if my package is lost during shipping?

  • Check your tracking status, mailbox, neighbours and local delivery office
  • Contact the courier with your tracking number to confirm the delivery status
  • If your parcel is confirmed as lost, contact us and we’ll assist with the shipping claim

10 — Can I cancel, change or return my order?

Cancellation depends on when you contact us:

  • Within 24 Hours of Ordering

    You can cancel your order within 24 hours of placing it and receive a full refund.

    • After 24 Hours, Before Production

    Please contact us as soon as possible. Cancellation requests are handled case by case, depending on the stage of your order.

    • After production begins

    ❌ No — Orders cannot be cancelled or refunded once production has begun.

    Each My Clover piece is individually designed, modelled and handcrafted specifically for you. Once production begins, it is made exclusively for you and cannot be resold or used for another customer.

    11 — I have a metal allergy or sensitivity. Can I wear My Clover jewellery?

    • If you have a known metal allergy or sensitivity, please contact us before placing your order.
    • Tell us which material you are sensitive or allergic to, and we’ll check with our production team.
    • For severe or known allergies, we recommend seeking professional medical advice before purchasing.
    • Returns, cancellations or refunds due to personal metal allergies or sensitivities are not accepted.

    12 — Can children wear My Clover jewellery?

    • ✅ Ages 3+: safe with adult supervision
    • ❌ Under 3: do not wear (choking hazard)

    Parents, please check for loose parts or chipped enamel, and avoid unsupervised play.

    13 — How do I care for my My Clover jewellery?

    Please see our Care Guide for detailed information on how to care for and protect your My Clover jewellery.