FAQ

❓ Frequently Asked Questions

Welcome to the Pearlmoon Gems FAQ Center. Below you’ll find answers to the most commonly asked questions about our jewelry, orders, shipping, and more.

💍 Jewelry & Product

1. What types of jewelry do you offer?
We offer a variety of fine and fashion jewelry including rings, earrings, necklaces, bracelets, and gemstone pieces.

2. Are your pieces real gemstones?
Yes! We use authentic natural and lab-grown gemstones, depending on the collection.

3. What materials are used in your jewelry?
We use high-quality metals including sterling silver, gold-plated brass, 14K and 18K gold, and stainless steel.

4. How do I care for my jewelry?
Keep your jewelry dry, store it in a pouch or box, and gently clean it with a soft cloth.

5. Are your items hypoallergenic?
Yes, most of our pieces are nickel-free and designed for sensitive skin.

📦 Orders & Shipping

6. How long does order processing take?
Orders are processed within 1–3 business days (excluding weekends and holidays).

7. Do you ship internationally?
Yes, we ship worldwide! Shipping time and fees vary based on destination.

8. Is shipping free?
We offer free shipping within the USA and Europe.

9. How can I track my order?
You’ll receive a tracking number via email once your order is shipped.

10. My package hasn’t arrived. What should I do?
Please allow the full estimated delivery time. If it’s still missing, contact us at pearlmoongems@hotmail.com.

🔁 Returns & Refunds

11. What’s your return policy?
We accept returns within 14 days of delivery for unworn items in original condition.

12. Do you offer exchanges?
Yes, you may exchange your item within the return period. Contact us for help.

13. How long does it take to receive a refund?
Refunds are issued within 5–10 business days after we receive your return.

14. Can I return a personalized item?
Unfortunately, custom or personalized items are final sale and cannot be returned.

15. What if my item is damaged or incorrect?
Contact us immediately and we’ll arrange a replacement or full refund.

💳 Payment & Security

16. What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Shopify Payments.

17. Is my payment information secure?
Yes, all transactions are encrypted and processed through secure servers.

18. Can I use a discount code?
Absolutely! Enter your discount code at checkout to redeem offers.

📧 Customer Support

19. How can I contact customer service?
Email us at pearlmoongems@hotmail.com or call us at +1 657-842-2099.

20. What are your business hours?
Monday to Friday, 9:00 AM – 6:00 PM (EST). Messages sent outside of hours will be replied to the next business day.