FAQ
Frequently Asked Questions
Comprehensive answers for our customers
General Questions
1. What products do you offer?
We specialize in high-quality artisan jewelry, including rings, earrings, necklaces, and bracelets. Collections include Ivory Shell & Black Onyx Statement Studs, Layered Vintage Charm Collar Necklace, and Vintage Edge Geometric Silver Bracelet.
2. How can I contact customer support?
Our customer service team is available via email and live chat from Monday to Friday, 9 AM to 6 PM (GMT+8). We aim to respond within 24 hours.
3. Can I change my order after placing it?
Yes, modifications are possible within 12 hours of placing the order. After this period, we begin processing and packaging to ensure timely delivery.
4. Do you offer international shipping?
Yes, we ship worldwide. International delivery times vary depending on location. Tracking is provided for all international orders.
5. How do I track my order?
Once your order is shipped, you will receive a tracking number via email. You can monitor the shipment online from dispatch to delivery.
Payments & Security
6. What payment methods are accepted?
We accept all major credit and debit cards, PayPal, Apple Pay, and Google Pay. Payment is processed securely with encryption to protect your data.
7. Is my payment information safe?
Yes, we use SSL encryption and secure payment gateways. Sensitive information like card details are never stored on our servers.
8. Can I use multiple payment methods for a single order?
Currently, only one payment method per order is accepted. For multiple payments, you can place separate orders.
9. Will I receive a receipt?
Yes, a detailed electronic receipt will be sent to your email after successful payment. It includes item details, price, and order number.
Returns & Exchanges
10. What is your return policy?
We accept returns within 30 days of delivery for unused, undamaged products. Items must be returned in original packaging with proof of purchase.
11. Can I exchange an item?
Yes, exchanges are possible if the original item is in perfect condition. Please contact support for instructions.
12. How long does it take to process a return?
Returns are processed within 5-7 business days after we receive the items. Refunds are issued using the original payment method.
Product & Quality
13. Are your products genuine?
Yes, every piece is crafted with authentic materials like Onyx, Shell, and Sterling Silver, reflecting our commitment to quality and luxury.
14. How do I care for my jewelry?
Avoid exposure to harsh chemicals, water, or extreme heat. Store in a soft cloth bag or jewelry box to prevent scratches.
15. Do you offer customization?
Yes, limited customization is available for select items. Contact our support team to discuss options and timelines.
16. Are your products suitable as gifts?
Absolutely. Every order is elegantly packaged, ready to gift, whether it’s for birthdays, anniversaries, or special occasions.