Frequently Asked Questions (FAQ) for Photo Projection Products

Find clear answers about personalising, delivery and caring for PhilU photo projection jewellery. If you still need help, email support@philu.co.

How do I add my photo?

On the product page, choose one of two options: Add photo now to upload and preview the crop before checkout, or Send photo after ordering to complete checkout first and email the image with your order number.

Which photo works best?

Use a bright, sharp original with one or two main subjects close to the camera. Keep important faces near the centre because the image is fitted into a circular projection insert. Dark, blurry, heavily filtered or distant group photos may be less clear.

Can I upload an iPhone HEIC or HEIF photo?

Yes. JPG, PNG and WebP support instant crop preview in modern browsers. PhilU also accepts HEIC and HEIF up to 20MB; compatible browsers convert them for preview, while other browsers attach the original file without a crop preview.

How can I see the hidden picture?

Look directly through the centre stone, point your phone camera at it, or shine phone light through the flat back toward a pale surface in a dim room.

How long does personalisation take?

Allow an estimated 2–3 business days after PhilU receives a usable photo. If you send the image after ordering, personalisation starts when the photo is received.

How long does tracked delivery take?

Tracked delivery is estimated at 5–7 business days after personalisation. The combined estimate is usually 7–10 business days. Weekends, public holidays, remote destinations, customs and carrier delays can affect timing, so arrival dates are estimates rather than guarantees.

Do you ship internationally?

Yes. PhilU offers free tracked delivery to selected destinations currently supported at checkout: Australia, Austria, Canada, Czechia, France, Germany, Hungary, Italy, the Netherlands, New Zealand, Poland, Portugal, Spain, Sweden, the United Kingdom and the United States. Shipping availability can change as regions are updated. International customers are responsible for any local import duties, taxes or customs fees that may apply.

How much does delivery cost?

Standard tracked delivery is free. The available service and current arrival estimate are shown during the purchase journey.

Can I change or cancel a personalised order?

Email support@philu.co with your order number as soon as possible. PhilU may be able to make a change within 12 hours, but changes or cancellations are not guaranteed after personalisation has started.

Can I return a personalised item?

A correctly made personalised item cannot be returned for change of mind. If an item arrives damaged, defective or different from the order details, contact PhilU promptly with the order number and clear photos. Your rights under applicable consumer law are not affected.

How should I care for the jewellery?

Check the exact material on the product page. To protect the finish and projection insert, keep the piece dry, avoid perfume and household chemicals, wipe it gently with a soft cloth and store it in the included jewellery box when not in use.

How does the A$20 automatic offer work?

When eligible items in the bag reach A$100, A$20 is deducted automatically at checkout. The first-order 10% offer has its own eligibility rules; the final discount shown at checkout is the amount that applies.