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Frequently Asked Questions
Q: CAN I SPECIAL ORDER A SMALLER or BIGGER SIZE NOT LISTED FOR A PRODUCT?
A: Yes, this is possible. If you need a special size please email customer support.
Q: HOW LONG DOES IT TAKE TO RECEIVE MY PACKAGE?
A: Normal delivery takes 2-4 weeks. If it has been longer than 30 days and you have not received your delivery contact Customer Care.
Our shipping process has two steps that determine your delivery date which are 1. Processing Time and 2. Shipping Time:
Step 1 - Processing Time
In this step your order number is verified and tailored. Your item is prepared, a quality check is made, and your item(s) are packaged for shipment to you.
If the order has multiple items prepared in different locations then they are independent processes and ship separately.
All orders are processed to shipping facilities within 2-48 hours of receiving your order. The shipping facilities then prepares, packs, and inspects your item(s) prior to handing your package over to the parcel carrier; which takes an additional 2-4 days.
Step 2 - Shipping Time
This is the duration of time between when your order has been received by the parcel carrier, such as USPS, Fedex, DHL, and UPS and when the package arrives to the door of your delivery address.
International delivery transit typically takes 14-35 days depending upon various factors but can arrive sooner. These factors include the distance traveled, weather, the chosen shipping method (if not standard shipping), and country of your address which can have import and customs standards which can cause delays.
If your delivery has taken longer than this time frame to arrive you can contact our Customer Care so that we can assist.
Q: WHEN DO I GET MY ORDER'S TRACKING NUMBER?
A: If your order receives a tracking number when the shipment is given to the parcel carrier then the tracking number will be sent to your email address. Our Customer Care is here to help if you have further questions.
Q: CAN I CANCEL MY ORDER?
No, order processing is automatic and orders cannot be cancelled once your payment has been processed.
Q: THE COLOR IS NOT WHAT I EXPECTED?
A: The gemstone materials used will have color variations. They can also have color variances due to the device used to view the images that includes the lighting situation, the room lighting, outdoor light, and the background in the image itself.
If you find that you have received a completely wrong color contact our Customer Care within 24-hours of receiving your delivery for instructions on how to remedy this for you
Q: CAN I RETURN A PRODUCT THAT I ORDERED?
A: No, due to the pandemic items cannot be returned. For further information see our Return Policy.