Frequently Asked Questions

1 to 2 business days after payment is confirmed. During high volume periods, processing can extend to 3 to 5 business days.

If you need a deadline, contact support before ordering with the product link.

Yes. We ship to many countries using tracked services. If your country is not listed at checkout, we cannot ship there at this time.

Typical tracked transit ranges from 6 to 18 business days after dispatch. Customs can add additional days.

Yes. Tracking is issued after dispatch and emailed to the address used at checkout. Updates can pause during line haul or customs intake.

No. Carriers provide estimates, not guarantees. We can confirm dispatch timing but cannot control customs, weather, or local scheduling.

Before processing: yes. During processing: changes may be blocked. After dispatch: redirection depends on the carrier and is not guaranteed.

Check with household members, neighbors, and your local pickup point. If still missing, contact support within 72 hours of the delivered scan. We will request a carrier delivery investigation.

If tracking has no movement for 7 consecutive days, contact support with your order number. We will open a carrier trace.

Returns to sender happen when delivery cannot be completed or fees are unpaid. We can reship after address confirmation and reshipment payment, or issue a refund after the return is received and inspected.

Duties and taxes are set by your local authority and are not controlled by us. If your authority charges fees, you must pay them to receive the package.

No. We declare shipments accurately as required by law and carrier rules.

The carrier may return the package or abandon it. If it returns to us, a refund can be issued minus non-refundable shipping and return handling costs.

Customs inspection time varies by country. If customs requests information, respond quickly to avoid additional delay.

If checkout offers a delivered duties paid option, you can select it. Otherwise, duties are collected locally on delivery.

14 calendar days from the delivered date shown by tracking. Requests outside this window are not eligible.

Unworn, unused, and returned in the same condition received. We check for wear, marks, scent, residue, and alteration. Items that fail inspection are returned to you.

Earrings are not eligible if worn or if the seal is broken. If an earring arrives damaged, contact support within 48 hours with photos.

Not for preference reasons. If a custom item arrives with a verified defect, we will repair or replace based on inspection.

Email support with your order number, the item name, and the reason. We confirm eligibility and provide return instructions.

The customer, unless the return is due to our verified error or a verified defect on arrival.

Refunds process within 3 business days after the return passes inspection. Banks can take an additional 5 to 10 business days to post the credit.

Only if the return is due to our verified error.

Exchanges are handled as a return and a new order. This keeps inventory and payment records clear.

Contact support within 48 hours with photos of the item and packaging label. We confirm the mismatch and arrange resolution.

Verified manufacturing defects — clasp failure due to build defect, stone setting failure due to incorrect geometry. Coverage applies within 30 days of delivery.

Normal wear (scratches, dulling, surface marks), accidental damage, loss, water or chemical damage, third-party modification, and plating wear.

Email support with your order number and clear photos under neutral light. We may ask for a short video for clasp or movement issues, or request the item for inspection.

Repair, replace, or refund — depending on inventory and defect type. If repair is not practical and replacement is unavailable, a refund can be issued.

Contact support within 48 hours with photos and timeline. If the setting failure is a verified manufacturing defect within the warranty window, it is covered.

Only if a sizing error is caused by our incorrect listing. If you selected the wrong size, resizing is your responsibility.

Third-party repairs void warranty coverage for the affected area. We can still advise on care and next steps.

Contact support within 48 hours with photos of the item and packaging. We confirm whether the damage is shipping-related or item-related and proceed accordingly.

Contact support with photos. We may offer paid repair guidance when practical, but warranty coverage does not apply.

The product page lists exact materials and stone type for each piece. If a detail is missing, contact support before ordering.

Metal type and finish are listed on each product page. If plating is used, the plating type is listed.

Some pieces use moissanite or cubic zirconia when the design calls for it. Stone type is always stated on the product page.

Sensitivity depends on your personal reaction and the specific metal content. Contact support before ordering if you have known metal allergies.

Appearance can vary slightly due to lighting and screen settings. We do not guarantee identical color display across devices.

If certification is included, it is stated on the product page. If not stated, it is not included.

Use a ring sizer or measure a ring that fits using the size guide. If you are between sizes, choose the larger size.

Measure your wrist circumference in cm and add your preferred comfort allowance. Extension chain range is stated on the product page.

Chain length is listed in cm on the product page. Compare to your preferred drop for placement.

Before processing: yes, if inventory allows. After processing begins: size changes may be blocked. Custom items are not eligible for size change.

Unless the product page states single, earrings are sold as a pair.

Soft, dry cloth for routine cleaning. For deeper cleaning, mild soap and lukewarm water, then dry fully. No abrasive cleaners or harsh chemicals.

No. Water and soap accelerate wear. Remove before showering, swimming, or hot tubs.

Yes. Apply products first, let them dry, then put jewelry on.

Store separately to prevent scratching. Keep dry and away from direct sunlight and humidity.

Frequent friction, water, sweat, and chemical exposure. Daily wear without care reduces longevity.

Available methods are shown at checkout. If a method is not shown, it is not available for your region or currency.

At the time of purchase when payment is approved. Pending payments mean the order is not confirmed until approval.

No. The price at checkout is the price for your order. Future changes do not apply to completed orders.

Usually bank security checks, billing mismatches, or spending limits. Contact your bank and try again, or use a different method.

Installment options appear at checkout when available. If not shown, they are not available for your order.

One code per order unless checkout explicitly allows stacking.

No. Refunds go to the original payment method only.

No. Conversion fees are charged by banks and payment providers, outside our control.

Use the support email listed on the contact page. Include your order number and a clear description.

24 to 48 business hours typically. High volume can extend to 72 hours. Messages are handled in queue order.

Only before processing starts. Once processing begins, cancellation is not guaranteed.

Before processing and if the replacement is in stock. Price differences are handled through a secure link or partial refund.

We do not split orders to multiple destinations. Combining may be possible if both are unprocessed. Place separate orders for separate addresses.

Only if the checkout option is available at purchase. We cannot add it after.

Only before label creation and when carrier options allow. After label creation, upgrades are not possible.

Yes. Send the product link and your question. We confirm listed materials, stone type, and measurements.

Pending charges can occur when payment is not fully captured. If no confirmation email arrives within 30 minutes, contact support.

Orders can be held for verification to protect customers. We may request verification before dispatch.