FAQ

Pearlmoon Gems • Frequently Asked Questions
Quick answers about orders, shipping, returns, sizing, materials, care, and more.

Orders & Account

❓Do I need an account to place an order?
No. You can check out as a guest. Creating an account lets you view order history and speeds up future purchases.
❓Can I change or cancel my order?
We can help before dispatch. Contact us ASAP with your order number; once shipped, changes may be limited.
❓I didn’t receive an order confirmation—what should I do?
Please check spam/junk folders and verify your email address. If it’s missing, contact us and we’ll resend it.

Shipping & Delivery

❓How long is processing and delivery?
  • Processing: 1–3 business days after order confirmation (no weekends/holidays).
  • USA: Free shipping, typically within 7 days from dispatch.
  • Europe: Free shipping, typically within 15 days from dispatch.
  • International: Rates & timelines vary by destination/carrier.
Transit estimates start after dispatch and may vary during peak seasons, severe weather, or customs checks.
❓Do you ship to P.O. boxes or APO/FPO?
We try to accommodate P.O. boxes; some carriers have restrictions. For APO/FPO, please write the full military address—delivery times may be longer.
❓How do I track my order?
We email a tracking link when your order ships. Allow up to 48 hours for activation. Or visit our Track Order page.

Returns & Exchanges

❓What is your return policy?
Returns are accepted within 30 days of delivery for unworn items in original packaging. Final-sale items and customized/engraved pieces are not returnable.
❓How do I start a return or exchange?
Contact us for an RMA and instructions. To secure stock for exchanges, we recommend returning and placing a new order.
❓When will I receive my refund?
After inspection at our facility, approved refunds are issued to the original payment method. Shipping fees are non-refundable unless we made an error.

Products & Materials

❓What materials do you use?
Our pieces are crafted from quality metals and stones as listed on each product page (e.g., sterling silver, stainless steel, gold plating, natural or lab-created stones).
❓Are items hypoallergenic?
Many styles are designed for sensitive skin. Please check the materials section of each product; if you have concerns, contact us.
❓Will the color/tone match photos exactly?
We photograph under neutral lighting, but minor variations can occur due to screen settings or natural stone characteristics.

Sizing & Fit

❓How do I find my ring size?
Measure the inner diameter of a ring that fits and compare with a standard chart, or wrap a strip of paper around your finger and measure its length. See our Size Guide.
❓Chain and bracelet lengths?
Lengths are listed on product pages. For layering or gifting advice, reach out for personalized recommendations.

Care & Warranty

❓How should I care for my jewelry?
Store items separately; avoid moisture, perfumes, lotions, and chemicals; wipe gently with a soft, dry cloth after wear.
❓Do you offer a warranty?
Yes. We offer a 30-day limited warranty against manufacturing defects (normal wear and accidental damage are not covered).

Payments & Security

❓What payment methods do you accept?
We accept major credit/debit cards and other options shown at checkout. Orders may be subject to verification to prevent fraud.
❓Is my information secure?
Yes. We use industry-standard encryption. For details, review our Privacy Policy and Cookie Policy.

Gifts & Packaging

❓Do you offer gift packaging or messages?
Select gift options where available on product pages or add a note at checkout. We aim for a tasteful, ready-to-gift presentation.
❓Do you include pricing in the box?
No printed invoices with prices are included by default in most packages; digital receipts are emailed to the purchaser.

Discounts & Wholesale

❓Can I use multiple discount codes?
Only one code can typically be applied per order unless otherwise stated in a promotion.
❓Do you offer wholesale or bulk orders?
Yes—contact us with style, quantity, and timeline for a custom quote.

Order Issues

❓My package is delayed or tracking is stuck.
Please track your order and contact us with your order number; we’ll coordinate with the carrier.
❓Item arrived damaged or incorrect.
Email photos within 7 days of delivery so we can evaluate and make it right.

Last updated: September 21, 2025 • © Pearlmoon Gems. All rights reserved.