Clarity that
prevents disputes.

Start with the index and open the section that matches your question.

If your question is about materials or measurements, open the product page first and use this page for policy rules.

Order number, product name, and a clear request.

For defects or damage include photos under neutral light.

For delivery issues include the tracking link and the last scan date.

A business day is Monday through Friday.

Public holidays in the dispatch region are not business days.

Delivered is defined by the carrier delivered scan.

If the carrier shows delivered, we use that timestamp for windows unless carrier data is corrected.

We can consider exceptions only when you provide documentation and the situation is verified.

Exceptions are not guaranteed and must be approved by support.

Standard processing is 1 to 2 business days after payment is confirmed.

During high volume periods processing can extend to 3 to 5 business days.

A processing day is Monday through Friday, excluding public holidays in the dispatch region.

• If you need a deadline, contact support before ordering and include the product link.

Yes. We ship to many countries using tracked services when available.

If your country is not listed at checkout, we cannot ship there at this time.

Transit time depends on destination and local delivery capacity.

Typical tracked transit ranges from 6 to 18 business days after dispatch.

Customs can add additional days. Customs timing is controlled by your local authority.

Yes. Tracking is issued after dispatch and emailed to the address used at checkout.

Tracking updates can pause while a parcel is in line haul or during customs intake.

No. Carriers provide estimates, not guarantees.

We can confirm dispatch timing. We cannot control customs, weather, or local delivery scheduling.

If the order has not entered processing, we can correct the address.

If the order is in processing, changes may be blocked due to packing and carrier label creation.

After dispatch, redirection depends on the carrier and destination, and is not guaranteed.

Some destinations and services use signature delivery.

If signature is not available, the carrier may use a safe drop or local pickup process.

First, check with household members, neighbors, and your local pickup point.

If it is still missing, contact support within 72 hours of the delivered scan.

We will request a carrier delivery investigation. Outcomes depend on carrier proof of delivery.

Delays can occur during customs, peak seasons, or regional disruption.

If tracking has no movement for 7 consecutive days, contact support with your order number.

We will open a carrier trace when the service allows it.

Returns to sender happen when a carrier cannot complete delivery or fees are unpaid.

If a package returns to us, we can reship after address confirmation and reshipment payment.

If you prefer a refund, the refund is issued after the return is received and inspected.

Returns must be requested within 14 calendar days from the delivered date shown by tracking.

Requests outside this window are not eligible.

Items must be unworn, unused, and returned in the same condition received.

We check for wear, marks, scent, residue, and alteration.

Items that fail inspection are not eligible and will be returned to you.

Earrings are not eligible for return if they are worn or if the seal is broken.

If an earring arrives damaged, contact support within 48 hours with photos.

Custom and made to order items are not eligible for returns 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 for return.

We will confirm eligibility and provide return instructions and the correct return address.

Return shipping is paid by the customer unless the return is due to our verified error or a verified defect on arrival.

If we confirm an eligible defect on arrival, we will provide a return label when possible.

Refunds are processed within 3 business days after the return is received and passes inspection.

Banks and card issuers can take an additional 5 to 10 business days to post the credit.

Original shipping fees are not refunded unless the return is due to our verified error.

If an item is refused due to unpaid duties, the original shipping fee is not refunded.

Exchanges are handled as a return and a new order when eligible.

This keeps inventory and payment records clear and reduces mistakes.

Contact support within 48 hours of delivery with photos of the item and packaging label.

We will confirm the mismatch and arrange the correct resolution.

The warranty covers verified manufacturing defects.

Examples include a clasp failure due to build defect, or a stone setting failure due to incorrect setting geometry.

Normal wear such as scratches, dulling, and minor surface marks.

Accidental damage, loss, water or chemical damage, and third party modification.

Damage caused by improper use, impact, or bending is not covered.

The standard warranty window is 30 days from the delivered date shown by tracking.

Some categories may have a different window stated on the product page.

Email support with your order number and clear photos under neutral light.

We may ask for a short video for clasp or movement issues.

If needed, we will request the item for inspection before final approval.

If a defect is verified, we may repair, replace, or refund depending on inventory and defect type.

If repair is not practical and replacement is unavailable, a refund can be issued.

Resizing is not included unless a sizing error is caused by our incorrect listing for that specific product.

If you selected the wrong size, resizing is your responsibility.

Contact support within 48 hours of noticing the issue with photos and the timeline.

If the setting failure is verified as a manufacturing defect within the warranty window, it is covered.

Plating wear is treated as normal wear and is not covered.

Plating durability depends on use, exposure, and care habits.

Third party repairs change tolerances and void warranty coverage for the affected area.

We can still advise on care and next steps, but coverage does not apply.

Contact support within 48 hours of delivery with photos of the item and packaging.

We will confirm whether the damage is shipping related or item related and proceed accordingly.

The product page lists the exact materials and stone type for that specific piece.

If a detail is missing, contact support before ordering and include the product link.

Some pieces use moissanite when the design calls for it.

If a piece uses moissanite, it is stated on the product page.

Some pieces use cubic zirconia when aligned with the design.

If a piece uses cubic zirconia, it is stated on the product page.

Pearl type varies by design and is listed on the product page when included.

Pearls are sensitive to chemicals and should be stored dry.

Metal type and finish are listed on each product page.

If plating is used, the plating type is listed, such as gold vermeil where applicable.

Sensitivity depends on your personal reaction and the specific metal content.

If you have metal allergies, contact support before ordering with your known triggers.

Stone appearance can vary slightly due to lighting and camera settings.

We do not guarantee that screens display color identically across devices.

For some items, yes, depending on stock location and processing time.

Requesting a photo can add 1 to 2 business days to processing.

If certification is included for a piece, it is stated on the product page.

If certification is not stated, it is not included.

Yes. Contact support with the product link and your measurement in cm.

We will confirm the available sizes and listed chain length for that product.

Use a ring sizer or measure a ring that fits you using the size guide on the store.

If you are between sizes, choose the larger size for comfort.

The size system is stated on the product page and on the size guide.

If you are converting, use the size guide chart and confirm with support when unsure.

Resizing depends on the ring design.

Some designs cannot be resized due to setting structure or pattern continuity.

Measure your wrist circumference in cm and add your preferred comfort allowance.

If the product includes an extension chain, the range is stated on the product page.

Chain length is listed in cm on the product page.

If you want a specific placement, compare the listed length to your preferred drop.

Weight tolerance varies by person and by piercing placement.

If the product page lists weight, use it as the decision point before ordering.

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

If a style is a single stud, the listing will state it clearly.

If the order has not entered processing, we can change size when inventory allows.

Once processing begins, size changes may be blocked.

If the item is eligible for return, you can return it within the return window in unworn condition.

Custom or made to order items are not eligible for size change for preference reasons.

We can help interpret measurements, but you are responsible for final selection.

Send your measurement in cm and the product link for support guidance.

Cancellations are possible only before processing starts.

Once processing begins, cancellation is not guaranteed because packing and dispatch can start quickly.

Item swaps are possible only before processing and only if the replacement is in stock.

Price differences are handled through a secure payment link or a partial refund.

Yes if the order has not entered processing.

If processing has started, address edits may be blocked.

We do not split a single order into multiple destinations.

Place separate orders for separate destinations.

Order combining is not guaranteed.

If both orders are unprocessed and shipping labels are not created, we may be able to combine.

Contact support immediately with your order number and the correct email address.

We can update the contact email for support communication.

Contact support before dispatch if possible.

Carriers use phone numbers for delivery scheduling and customs contact in some regions.

Gift notes are available only if the checkout option is offered at the time of purchase.

If a gift note is not available at checkout, we cannot add it later.

Shipping upgrades are possible only before label creation and only when carrier options allow it.

If a label is already created, upgrades are not possible.

If a carrier returns the parcel, reshipment requires a confirmed correct address and reshipment payment.

If you request a refund, it is processed after return receipt and inspection.

Local duties and taxes are set by your country and are not controlled by us.

If your local authority charges fees, you must pay them to receive the package.

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

If duties are refused, the carrier may return the package or abandon it according to local rules.

If it returns to us, a refund can be issued minus non refundable shipping and any return handling costs.

Customs inspection time varies by country and can take several days.

If customs requests information, respond quickly to avoid additional delay.

We cannot quote duties because rates vary by destination and classification.

You can check your local import rules for jewelry based on order value and material type.

Some countries request recipient ID, proof of purchase, or invoice confirmation.

Carriers usually contact you using the phone or email you provided at checkout.

Some carriers add a handling fee for customs processing.

These fees are separate from duties and are charged by the carrier.

If the checkout offers a delivered duties paid option, you can select it.

If the checkout does not offer it, duties are collected locally on delivery.

Seizure decisions are made by local authorities.

If a shipment is seized, refunds are not guaranteed because the goods are not returned.

We cannot ship to sanctioned or restricted regions.

If a restriction is detected after purchase, the order may be canceled and refunded.

Use a soft, dry cloth for routine cleaning.

For deeper cleaning, use mild soap and lukewarm water, then dry fully.

Do not use abrasive cleaners, bleach, or harsh chemicals.

No. Water and soap accelerate wear and can dull finishes.

Remove jewelry before showering, swimming, or hot tubs.

Yes. Perfume and hair products contain chemicals that can dull finishes and reduce shine.

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

Store pieces separately to prevent scratching and impact.

Keep jewelry dry and away from direct sunlight and humidity.

Frequent friction, water exposure, sweat, and chemical exposure.

Wearing plated pieces daily without care will reduce longevity.

Avoid impacts and remove jewelry during heavy activity.

If you notice movement, stop wearing the item and contact support.

Do not use ultrasonic cleaners unless the product page explicitly allows it for that piece.

Ultrasonic cleaning can loosen settings and damage softer stones.

Yes. Pearls are sensitive to acids, perfume, and water.

Wipe gently after wear and store dry in a soft pouch.

No. Sleeping with jewelry increases bending and setting stress.

Remove jewelry before sleep to reduce damage risk.

Dullness is usually residue or micro scratches from use.

Clean gently and store separately. If it persists, contact support with photos.

Available payment methods are shown at checkout.

If a method is not shown, it is not available for your region or currency.

Cards are charged at the time of purchase when payment is approved.

If payment is pending, the order is not confirmed until approval.

No. The price you pay at checkout is the price for your order.

Future price changes do not apply to completed orders.

Tax collection depends on your shipping destination and local rules.

Any taxes collected are shown clearly at checkout.

Declines are usually caused by bank security checks, billing mismatches, or spending limits.

Contact your bank and try again, or use a different payment method.

Installment options appear at checkout when available in your region.

If installments are not shown, they are not available for your order.

No. We do not offer price matching.

Only one discount code can be applied per order unless checkout explicitly allows stacking.

If a code does not apply, it is not eligible for the items in your cart.

No. Refunds are issued to the original payment method used for the purchase.

This reduces fraud risk and protects customers.

No. Currency conversion fees are charged by banks and payment providers.

These fees are outside our control.

Use the support email listed on the store contact page.

Include your order number and a clear description of your request.

Support is processed Monday through Friday.

Response timing depends on volume. Messages are handled in queue order.

Typical response time is within 24 to 48 business hours.

High volume periods can extend to 72 business hours.

Order number, item name, and the issue.

Photos under neutral light for defects, damage, or condition disputes.

• For delivery issues include the tracking link and the last scan date.

No. Messages are handled in queue order to keep support fair and consistent.

Yes. Send the product link and your question.

We will confirm the listed materials, stone type, and measurements for that product.

No. Once delivered, the order cannot be changed.

If eligible, we can help with return, warranty, or replacement routes.

Contact support within 48 hours of delivery with photos of everything received.

We will verify and resolve based on the confirmed discrepancy.

We start with photo review, then confirm eligibility based on warranty and arrival timing.

We may request return for inspection before final approval.

Support is handled by email to keep documentation accurate and reduce mistakes.

If your order is unprocessed, contact support immediately to correct it.

If the order is shipped, the carrier may not allow edits. You may need to contact the carrier directly.

Undeliverable scans occur when the carrier cannot access the location or contact the recipient.

Contact the carrier as soon as possible and also contact support with the tracking link.

Some orders may ship in multiple packages based on stock location.

Each package will have its own tracking number.

If stock becomes unavailable, we will contact you with options.

Options include replacement, waiting for restock, or cancellation with refund.

Orders can be held for verification to protect customers.

We may request verification information before dispatch.

Pending charges can occur when a payment attempt is not fully captured.

If you do not receive a confirmation email within 30 minutes, contact support.

Tracking can take up to 24 hours to activate after label creation.

If it still does not work after 24 hours, contact support.

If your order is unprocessed, we can update the recipient name.

If shipped, name changes depend on carrier rules and are not guaranteed.

You can still contact support with photos.

We may offer paid repair guidance when practical, but coverage does not apply.

Delivery delays caused by carriers or customs do not qualify for refunds.

If a package is confirmed lost by the carrier, we will resolve with replacement or refund.

No. Minor variation can occur due to lighting, screens, and production tolerance.

We promise that the materials and measurements listed for that product are the controlling specs.

The product page controls piece level materials, measurements, and stone type.

The policy sections control returns, warranty, shipping boundaries, and dispute rules.

Yes. We are not liable for delays caused by carriers, customs, weather, or local disruption.

We remain responsible for dispatch and for resolving confirmed loss in transit under our process.

Yes. Photos are required to evaluate defects, damage, and condition disputes.

Claims without documentation cannot be approved.

Yes. Returns that are outside the window or fail condition requirements are refused.

This protects customers and prevents used items from entering inventory.

Yes. We may cancel orders due to stock issues, shipping restrictions, or confirmed fraud risk.

Canceled orders are refunded to the original payment method.

Chargebacks are treated as a dispute process and can pause support resolution.

We provide payment processors with tracking, policy, and correspondence records.

Policies can change. The version in effect at the time of purchase controls that order.

We recommend saving your order confirmation and the policy page if you need a record.

Links are provided for convenience.

The controlling text is the content on this page and the policy pages at the time of purchase.

Start with support and include your order number and documentation.

Most issues resolve faster when the first message includes photos and tracking data.

Read the product page specs for the exact item.

Confirm sizing in cm and use the size guide.

If a deadline matters, contact support before you order with the product link.

Email support with your order number, a clear description, and photos.

For delivery issues include tracking and the last scan date.

For defects include close photos under neutral light.

Exceptions are possible only when the situation is verified with documentation.

Exceptions are not guaranteed and must be approved by support.