Common queries answered
Frequently asked Questions
Manufacturing can take up to 25 business days from the day the order was placed. Once your order ships you will be emailed tracking information. Shipping can take 3-5 business days for domestic orders, and 8-18 business days for international orders.
We understand that sometimes the post office will lose a package. We offer refunds or replacements if your package got lost in the mail. Your tracking must not have been updated for at least 30 days to qualify.
If your order has not yet been fulfilled please reach out to us and we can make an address change for you
For custom orders unfortunately, once you have placed your order it cannot be changed or cancelled. This is because our team processes your order right away.
For non-custom orders we can make changes or cancellations if your order has not yet been fulfilled.
What is your return or exchange policy?
Due to the nature of the product we unfortunately can’t cancel custom orders after 8 hours of the order being placed. We process orders immediately. We do offer replacements or returns for damaged custom items.
Damaged Items include:
- markings/spots on your photo that weren’t on your uploaded photo
- damaged or defective gem
Damaged items do not include:
- Blurry images caused from a low resolution photo uploaded
- Items with no visible markings/spots
- Images that did not follow our photo guidelines during order placement.
If an item is damaged you must send in a picture/video before we offer a replacement or refund. If you want to get a refund you must return the product.
Does your jewelry come with a warranty?
Yes, all of our items come with a lifetime warranty. Please visit our warranty information page to view the details and warranty stipulations.
How do I clean my jewelry?
We recommend using a damp cloth or paper towel to clean the front and backside of the pendant. The rest of the jewelry can be cleaned with standard jewelry cleaner.
For the best quality photo we suggest having your photo at least 1,000 x 1,000 pixels. If you have questions regarding if your photo is of quality please reach out to our team and we will let you know!
For photos under 400 x 400 pixels we will reach out to you for you to provide a new photo. If we do not hear back from you, your order will be auto processed and we will make your order with the photo you provided. We are not responsible if your photo turns out blurry.
Low-resolution or photos are too zoomed in may result in a poor quality photo inside your custom gem
We offer free replacements for damaged items.
Damaged items include:
- markings/spots on your photo that weren’t on your uploaded photo
- damaged or defective gem
Damaged items do not include:
- Blurry images caused from a low resolution photo uploaded
- Items with no visible markings/spots
If an item is damaged you must send in a picture/video before we offer a replacement or refund