FAQ
Answers to common questions about ordering, delivery, after-sales service, and jewelry care.
FAQ CATEGORIES
Ordering & Payment
How do I place an order?
Select your preferred piece and the appropriate option, then click “Add to Cart.” Proceed to checkout and enter your shipping and contact information. After reviewing your order, follow the on-screen instructions to complete payment. Once payment is successful, an order confirmation will appear, and a confirmation email will be sent to the address you provided.
Which payment methods do you accept?
Available payment methods are shown in real time at checkout. Options may vary depending on your location, currency, or device. Please review the available payment methods on the checkout page before placing your order.
Can I modify or cancel my order after placing it?
If you need to change your shipping information or cancel your order, please contact us as soon as possible. Once an order has entered the packing, customization, or shipping process, it may no longer be possible to modify or cancel it. This will depend on the order’s current processing status.
How can I confirm that my order was placed successfully?
Once payment is complete, an order confirmation will appear on the page, and a confirmation email will be sent to the email address you provided. Registered customers can also log in to “My Account” to check their order status. If you do not receive the email, please check your spam folder and confirm that the email address entered at checkout is correct.
Shipping & Delivery
When will my order be shipped?
Once payment has been completed, your order will enter processing. Please refer to the product page, checkout page, or order confirmation for the estimated dispatch time. Custom-made, pre-order, and special-option pieces may require additional preparation time.
How can I track my order?
Once your order has been shipped, we will send a shipping confirmation and tracking information to the email address you provided. Registered customers can also log in to “My Account” and view the current delivery status on the order page.
Where do you ship, and how are shipping fees calculated?
Shipping destinations, delivery methods, and related fees are shown in real time at checkout. Once you enter your complete shipping address, the available delivery options for your destination will be displayed.
Will I need to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes, clearance fees, or other local charges. Unless the checkout page clearly states that these fees are included, they may be payable by the recipient in accordance with the regulations of the destination country or region.
My tracking shows that the package was delivered, but I haven’t received it. What should I do?
Please first check your doorstep, reception desk, mailbox, designated collection point, and nearby areas, then contact the carrier to confirm the delivery details. If you still cannot locate the package, please contact us as soon as possible with your order number and tracking information so that we can investigate further.
What should I do if there is a problem with my package upon delivery?
If the package is visibly damaged, an item is missing, or the contents do not match your order, please retain the outer packaging, the items, and all accompanying materials, and take clear photographs. Contact us as soon as possible so that we can verify the issue and advise you on the next steps.
Returns & Refunds
Can I request a return after receiving my order?
Items that meet the conditions set out in our “Return and Refund Policy” may be returned within the applicable return period. Items must remain unworn, unused, and undamaged, with the original packaging, tags, and accompanying materials intact. Where applicable law provides otherwise, those mandatory provisions will apply.
Which items may not be eligible for returns due to a change of mind?
Custom-made, engraved, resized, or specially made pieces, as well as earrings that have been worn or had their hygiene seal removed, may not be eligible for change-of-mind returns. However, if an item is faulty, damaged in transit, not as described, or incorrect, you may still contact us for assistance in accordance with applicable law and our website policy.
How do I request a return?
Please contact us using the contact details provided on our website and include your order number, the item you wish to return, and the reason for your request. If the item is damaged, faulty, or incorrect, please also provide clear photographs. Once your return request has been confirmed, we will provide return instructions and the correct return address.
Who is responsible for return shipping costs?
For change-of-mind returns, return shipping costs and transit risks are handled in accordance with our “Return and Refund Policy.” If the item has a confirmed quality issue, was damaged in transit, is not as described, or was sent incorrectly, we will provide an appropriate solution based on the circumstances.
When will I receive my refund?
Once the returned item has been delivered and inspected, any eligible refund will be issued to the original payment method. The time required for the refund to appear depends on the payment provider, card issuer, and your location, and additional processing time may be required in some cases.
Jewelry Materials
Where can I find information about a piece’s materials?
The primary materials, surface finishes, gemstone settings, and other important details for each piece are listed on its product page. Please review the product details carefully before purchasing. If you have questions about a particular material, we recommend contacting us before placing your order.
Can people with sensitive skin wear your jewelry?
Skin sensitivity and allergens vary from person to person, so we cannot guarantee that any material will be free from individual reactions. If you are sensitive to specific metals, plating, or other materials, please review the material details before purchasing and choose according to your individual needs.
Will plated jewelry fade?
Plating can be affected by frequency of wear, friction, perspiration, humidity, cosmetics, and chemicals, and may naturally change over time. Careful wear, cleaning, and storage can help slow changes to the surface.
Why do natural materials vary in color or texture?
Natural gemstones, pearls, and other natural materials may vary subtly in color, texture, shape, and luster. These variations are characteristic of how natural materials are formed. The piece you receive may differ slightly from the images shown online; the actual item received shall prevail.
Sizing & Customization
How do I choose the right size?
Please refer to the sizing information or size guide on the relevant product page and compare it with your own measurements. The structure, width, and fit of each design may affect how it feels when worn, so please do not rely solely on sizing from other brands.
How do I measure my ring or bracelet size?
We recommend using a non-stretch measuring tape or a strip of paper to measure the area where the piece will be worn. It should fit neither too tightly nor too loosely. For the most accurate result, measure at a normal body temperature and when your hands are in their usual condition. If your measurement falls between two sizes, please consider the structure of the design or contact us before purchasing.
Do you offer customization, engraving, or resizing?
Availability of customization, engraving, or resizing depends on the options shown on the relevant product page. Not every piece can be altered. If no such option is displayed, please contact us for confirmation before placing your order. Please do not add customization requests to the order notes unless they have been confirmed by us.
How long does a custom-made piece take?
Custom-made, engraved, resized, or specially made pieces usually require additional preparation time. The production period shown on the product page, in the order confirmation, or confirmed by customer service will apply and may vary depending on the complexity of the craftsmanship and material availability.
Wearing & Care
What should I keep in mind when wearing my jewelry?
Avoid impacts, pressure, pulling, and prolonged friction against hard surfaces. We recommend removing your jewelry before exercising, showering, swimming, sleeping, or doing household chores to help prevent deformation, scratches, and surface wear.
Can my jewelry come into contact with water, perfume, or skincare products?
Avoid prolonged contact with water, perspiration, perfume, hairspray, skincare products, cleaning agents, and other chemicals. After applying cosmetics or perfume, allow your skin to dry before putting on your jewelry, and clean the piece gently after wearing it.
How should I clean my jewelry?
For regular care, gently wipe the surface with a soft, dry, lint-free cloth. Unless specifically stated as suitable on the product page, we do not recommend using ultrasonic cleaners, steam cleaning, abrasives, or strong jewelry-cleaning solutions at home.
How should I store my jewelry?
When not being worn, wipe the piece clean and store it separately in a jewelry pouch, jewelry box, or soft wrapping to prevent pieces from rubbing against one another. Keep it in a dry place away from direct sunlight, heat, and humidity.
What should I do if my jewelry tarnishes or changes color?
Certain metals and surface finishes may change naturally due to exposure to air, humidity, perspiration, and everyday wear. Stop using any unapproved cleaning products and contact us through the details provided on our website. Please include photographs of the piece and your order information so that we can recommend the appropriate care or treatment.
After-Sales Service
How can I contact after-sales service?
You can submit an enquiry through the “Contact Us” page or any other official contact method listed on our website. To help us verify your order, please use the email address provided at checkout whenever possible and describe the assistance you require.
What information should I provide when requesting after-sales service?
Please provide your order number, the purchaser’s name or email address used for the order, the name of the piece, and a description of the issue. If the item is damaged, faulty, incorrect, or the package arrived in an unusual condition, please also include clear photographs or videos so that we can assess the situation more efficiently.
Do you offer repair services?
Repair availability depends on the piece’s structure and materials, the extent of the damage, the availability of replacement parts, and the date of purchase. Please contact us first and provide photographs of the piece. Before we complete an initial assessment, do not dismantle, glue, solder, or have the piece handled by an unauthorized third party.
Are repair services subject to a fee?
Repair costs are assessed according to the cause of the issue, the scope of the repair, the materials required, and shipping arrangements. If the issue falls within our after-sales responsibilities under our website policies or applicable law, it will be handled accordingly. Other repairs may incur charges for materials, labor, or shipping.
What should I do if I cannot find my order record?
Make sure that the email address used for your search matches the address entered when placing the order, and check your order confirmation email and payment records. If you still cannot locate the order, please provide us with the purchase date, payment amount, recipient information, or relevant proof of payment so that we can assist with verification.
NEED MORE HELP?
If you haven’t found the answer you’re looking for, please contact us. We’ll be happy to assist you further.