Frequently Asked Questions
Order & Payment
1. How do I place an order?
Browse our moissanite jewelry collection, select your preferred item, choose metal type, ring size or pendant specifications where applicable, then add the product to your cart. Proceed to checkout, fill in your accurate shipping address, select your payment method and complete the transaction. After payment is confirmed, you will receive an automated order confirmation email instantly.
2. What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and other secure global payment gateways. All payment channels are fully encrypted to protect your transaction data.
3. Is my payment information safe?
Absolutely. Our website uses SSL security encryption, and payments are processed by certified third-party payment providers. We never store your complete credit card information on our server.
Moissanite & Product Information
4. Are your stones genuine moissanite? Can they pass a diamond tester?
All our gemstones are premium lab-grown moissanite with VVS1 clarity, colorless DF grade and excellent cut. Moissanite shares similar thermal conductivity with natural diamonds, so it can pass most standard diamond thermal testers.
5. Will I receive an authenticity certificate?
Yes. Every piece of moissanite jewelry comes with an official Moissanite Authenticity Certificate, including detailed specifications: carat weight, color grade, clarity, cut and a unique identification serial number.
6. What materials are your jewelry made from?
Our jewelry adopts high-quality 925 sterling silver plated with white gold, rose gold or 18K gold. The plating is anti-tarnish to maintain long-term luster.
7. Can I customize ring size, necklace length or add engraving?
Most rings support US sizes 4 to 10. Engraving and chain length customization are available for selected styles. Please get in touch with our customer support before placing your order to confirm customization feasibility.
Shipping & Delivery
8. Do you ship worldwide?
Yes, we deliver to most countries and regions globally.
9. How long is the processing and delivery time?
Processing Time: 3–7 business days (handcraft production and strict quality inspection).
Standard International Shipping: 7–15 business days.
Total expected lead time: 10–22 business days.
10. How can I track my package?
Once your order is dispatched, we will send a tracking number to your registered email. You can track shipment status via our website tracking page or the official logistics platform.
Customs, Duties & Taxes
11. Am I responsible for import duties and local taxes?
Import duties, VAT and customs clearance fees are the buyer’s responsibility, subject to the customs regulations of your destination country. We suggest checking local customs policies before ordering.
Returns, Exchanges & Refunds
12. What is your return and exchange policy?
We provide a 30-day free return & exchange service. Items must be unworn, undamaged, kept in original packaging and accompanied by the moissanite certificate.
13. Can customized items be returned?
Personalized customized products (engraved items, custom-sized made-to-order jewelry) are non-refundable and non-exchangeable unless manufacturing defects exist.
14. How do I initiate a return request?
Please contact customer service and provide your order number together with clear photos of the item. We will send you return address and detailed instructions within 24 hours.
15. When will I receive my refund?
Once we receive and inspect the returned merchandise, we will process your refund within 3–7 business days. The arrival time of funds depends on the processing speed of your payment provider.
Jewelry Care Guide
16. How should I maintain my moissanite jewelry?
– Keep jewelry away from perfume, lotion, bleach and other chemicals.
– Remove jewelry before showering, sleeping, swimming or exercise.
– Clean gently with warm water, mild soap and a soft brush.
– Store separately in a jewelry box to avoid scratches.
17. Will the metal plating fade or cause skin discoloration?
Our 925 sterling silver jewelry is hypoallergenic with anti-tarnish coating. Proper daily maintenance can effectively prevent discoloration and prolong its service life.
Warranty & After-Sales Support
18. What should I do if the jewelry arrives damaged or defective?
Please contact our support team within 7 days after receiving your parcel and provide photos or videos of the damaged goods. We will arrange a full refund, free replacement or repair solution.
19. Do you offer a product warranty?
Yes. We offer a 90-day quality warranty covering all manufacturing defects. This warranty does not cover damage caused by improper use or accidental collision.
20. How can I contact customer service?
You can reach us via the contact form on our website, support email, or social media messenger (Facebook / Instagram). We normally reply to all inquiries within 24 hours.