FAQ
1. Product Related
Are your jewelry materials genuine?
All the jewelry materials on our website are accurately labeled. We provide a certificate of material authentication when we ship, ensuring product quality.
Are the gemstones natural?
Most of the gemstones are natural, such as natural diamonds, rubies, sapphires, etc. The product detail page will provide detailed information about the gemstones' characteristics, including whether they have undergone any treatments. For synthetic or man-made gemstones, we will also clearly label them to help you make an informed decision.
Can I exchange the product if the size is wrong?
If the jewelry you purchased does not fit, we offer a free exchange service, provided you follow our return and exchange policy. Please contact our customer service within 7 days of receiving the product, providing your order information and the required size, and we will process your request as soon as possible.
What if there is a color difference between the product and the picture?
Due to factors like lighting, monitor color settings, etc., there may be slight color differences between the actual product and the pictures. We ensure that all product images are professionally taken and color-corrected to closely match the actual color of the product. If the color of the received product differs significantly from your expectations, please contact us in time, and we will provide a solution.
2. Purchase Related
How to place an order?
After finding your desired jewelry on our website, click “Add to Cart.” Once you confirm that the product information in your cart is correct, click “Checkout,” fill in your shipping address, contact details, and select your preferred payment method. After completing the payment, your order will be successfully placed.
What payment methods do you support?
We currently support PayPal for payment, ensuring a secure and convenient payment process. More payment methods will be added in the future.
How long will it take to ship after placing an order?
Generally, we will ship your order within 3 business days after receiving it. However, during promotional events or periods of high order volume, the shipping time may be slightly delayed, and we will notify you promptly.
Can I cancel my order?
You can cancel your order before it is shipped by contacting our customer service. If the order has already been shipped, you can follow our return and exchange policy after receiving the product.
3. Shipping Related
Which courier services do you use?
We collaborate with several well-known international couriers, such as DHL, FedEx, UPS, etc. Based on your shipping address and order details, we will choose the most suitable courier to ensure you receive your product as quickly as possible.
How long does the courier take to deliver?
Delivery times vary depending on the destination. Generally, international deliveries take 4-12 business days. You can track the delivery time via the tracking number.
Do I need to pay customs duties?
We will cover the customs duties. For any further inquiries, you can contact us at jewelry@jeweler.jewelry.
4. After-Sales Related
What should I do if the product has a quality issue?
If you receive a product with quality issues, please contact our customer service within 7 days of receiving it, providing product photos and order information. After verification, we will offer a free replacement or refund.
Can I return the product?
If the product is in its original condition and packaging, you can apply for a no-reason return within 7 days from the receipt of the product. Please ensure that the product packaging is intact and all accessories are included. Once we receive the returned item, we will process your refund as soon as possible.
How should I care for my jewelry?
Different jewelry materials require different care methods. For example, sterling silver jewelry should avoid contact with chemicals to prevent oxidation; diamond jewelry should be regularly cleaned with a soft cloth to maintain its shine; pearl jewelry should avoid contact with perfume, cosmetics, etc. For specific care instructions, you can refer to the product detail page or our website blog.