FAQ
Section 1: Orders & Shipping
Q: What payment methods do you accept?
A: We accept a wide range of secure payment options, including: Visa, MasterCard, American Express (Amex), UnionPay (银联), PayPal, Apple Pay, Google Pay, Bancontact, and Shop Pay.
Q: How long will my order take to arrive?
A: We process all orders within 3 days of payment. Shipping usually takes 7–14 business days after processing. Please note that all delivery times are estimates.
Q: Do you offer free shipping?
A: Yes! We offer free worldwide shipping on all orders over $99 USD. For orders under $99, a flat shipping rate of $7.99 USD applies.
Q: Do you ship internationally?
A: Absolutely! We are proud to ship our products worldwide 🌍. Shipping times will vary based on your specific location.
Q: How can I track my order?
A: Once your order is shipped, we'll send you an email with a tracking number and a direct link to monitor the latest updates on your package. You can also use your order number on our tracking page.
Q: Which shipping carriers do you use?
A: We partner with major global carriers such as FedEx, DHL, TNT, 4PX, CNE, USPS, ROYAL MAIL, and CANADA POST. We select the best carrier based on your destination and package weight.
Q: Can I change or cancel my order?
A: If your order has not been shipped yet, please contact us immediately at 📧 elaramuse@outlook.com, and we will do our best to assist you. Unfortunately, once an order has been shipped, we cannot process a refund or cancellation. We appreciate your understanding.
Special Note on Credit Card Refunds
If you pay by credit card and request a cancellation/refund: Please be aware that our bank charges a $1 USD refund fee for every transaction refund processed via credit card (PayPal refunds have no such fee). For example, on a $27.9 order, the final refund amount would be $26.9 after the fee deduction. Please confirm if you wish to proceed with the cancellation given this fee.
Section 2: Returns & Exchanges
Q: How do I request a return or exchange?
A: Simply email us at elaramuse@outlook.com with your order number and the reason for your return. We will then guide you through the next steps in accordance with our policy.
Q: Who covers the return shipping costs?
A: Customers are responsible for the return shipping costs, unless the item received was verified as defective or incorrect (due to our error).
Q: Are sale or personalized items returnable?
A: All sale items, mystery boxes, and custom orders are final sale and cannot be returned or exchanged.
Important After-Sales & Warranty Notes
Unboxing Video Required: To process any refund or replacement for damaged, missing, or misdelivered goods, you must provide an unboxing video as proof of the contents you received. We will NOT issue any kind of refund without this video.
Time Limit for Claims: We generally do not deal with after-sales issues for parcels successfully delivered more than 3 days ago. Please contact us promptly.
Coverage: We only address after-sales issues for verified damaged goods or goods missed/misdelivered due to our error.
Customer Errors: We are not responsible for refunds on orders with incorrect addresses or phone numbers. Please ensure your shipping information is filled out carefully and correctly.
Lost/Stolen Packages: We are not responsible for packages confirmed as lost or stolen after delivery, but if this problem occurs, please contact us, and we will try our best to cooperate with you.
Personal Preferences: We do not issue refunds for dissatisfaction related to personal objective circumstances or preferences.
Section 3: Jewelry & Materials
Q: What materials do you use?
A: Most of our pieces are crafted from 925 sterling silver with 18K gold vermeil (a thick layer of gold plating over sterling silver). These are often paired with high-quality crystals, high-carbon diamonds, or lab-grown gemstones. Every material is chosen for its durability, meaning, and beauty. You can find more details on our Materials & Craftsmanship page.
Q: Will my jewelry tarnish over time?
A: Sterling silver and gold vermeil may naturally oxidize (tarnish) over time—this is completely normal. You can easily restore its shine by gently polishing it with a soft cloth.
Q: Are natural imperfections in crystals or stones normal?
A: Yes, they are. Each gemstone and crystal is unique, meaning variations in color, texture, and natural inclusions make your piece truly one-of-a-kind.
Section 4: Sizing & Fit
Q: How do I find my ring size?
A: We strongly recommend using our simple Ring Size Guide for easy measurement tips before placing your order to ensure the best fit.
Q: Can I resize my ring after purchase?
A: Most of our rings cannot be resized due to their intricate gemstone settings. If you need guidance on finding your best fit, please contact us before purchase.
Section 5: Gift Cards & Gifting
Q: Do you offer gift cards?
A: Yes! Digital gift cards are available in $100 / $300 / $500 USD values.They never expire and can be used across our online store.Learn more here.
Q: Can I include a message or gift note?
A: Absolutely — each order is wrapped with care and includes a personalized message card option at checkout.
Section 6: Product Care & Maintenance
Q: How should I store my jewelry?
A: Keep your jewelry in a cool, dry place, ideally in a soft pouch or box, away from direct sunlight and moisture. To preserve its shine, avoid contact with perfumes, lotions, or harsh chemicals.
Q: Can I shower or swim with my jewelry?
A: We strongly recommend removing your jewelry before showering, swimming, or exercising to prevent unnecessary wear, tear, and potential damage.
Q: What if my jewelry looks dull?
A: Simply polish it gently with a soft cloth. For gold vermeil pieces, please avoid abrasive cleaners—a gentle wipe is the best way to maintain its finish.
Section 7: Other Questions
Q: Do you offer bulk orders or collaborations?
A: We’d love to explore creative projects and collaborations! Please email us at elaramuse@outlook.com to discuss your ideas.
Q: How can I contact you?
A: You can visit our Contact Page or email us directly at 📧 elaramuse@outlook.com. We typically reply within 24–48 business hours.
Q: How can I leave feedback?
A: Your positive feedback and satisfaction are very important to us. If you love our jewelry, please consider leaving a comment and sharing pictures on our website! If you have any questions or issues, please contact us first, and we will resolve your problem as soon as possible.
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Final Policy Confirmation
Please Note: By purchasing from our store, you confirm and agree to all our store policies outlined above. All our content is protected by copyright. Unauthorized use or misappropriation of our content is strictly prohibited.