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Your answer might be right here

Before you write to us, take a quick look at the questions we get asked most often.

Where is your order?Track your package in real time with your order number.

Track my order
When will I receive my order?

It depends on the item. Personalized pieces and made-to-order items take 7 to 10 days to make, then 7 to 10 days to deliver. Other items ship faster.

After you order, you'll receive a confirmation email showing the estimated timeframe for each of your items. The timeframe is also shown on every product page.

As soon as it ships, you'll get a second email with your tracking number. Can't find it? Check your spam folder and the Promotions tab.

Can my order arrive in several packages?

Yes. If your order contains items with different timeframes, each one ships as soon as it's ready, so you don't wait longer than necessary.

You'll then receive one tracking number per package. Missing an item? It's most likely still being made or on its way.

Can I get my order in time for Christmas or a specific date?

Yes, with a little planning. For a personalized or made-to-order item, place your order at least 3 weeks before the date you need it.

Other items arrive faster: the timeframe is shown on each product page.

My tracking hasn't updated. Is that normal?

Yes, it's common: during international transit, tracking can stay frozen for several days before updating all at once.

Only contact us if there's been no update for more than 7 days.

Can I change or cancel my order?

Yes, as long as production hasn't started: engraving, size or address changes, or cancellation.

Contact us as soon as possible with your order number and your request. Once production has started, since the piece is made just for you, it can no longer be changed.

Is the translation of my engraving accurate?

Every engraving is checked by our language expert before production.

Names are transcribed by how they sound (not translated word for word): it's the method used in both Japan and Korea to write foreign names.

What is the jewelry made of, and how do I care for it?

Most of our jewelry is made of stainless steel: it doesn't rust and holds up well to everyday wear. Some pieces are 925 sterling silver. The material is listed on each product page.

To keep them shining as long as possible:

  • avoid direct contact with perfume, lotions, and household cleaners
  • take them off before swimming in a pool or the ocean (chlorine and salt)
  • wipe them with a soft cloth and store them somewhere dry
My package is lost or damaged

Don't worry, we'll take care of it. Send us your order number and, if the package or item is damaged, a photo. We'll offer you a replacement or a refund.

I'd like to make a return or exchange for a different size

You have 60 days to return an item. For quick processing, include in your message:

  • your order number
  • the reason for the return
  • your request: size exchange (with the size you want) or refund

We'll reply with the next steps.

It's a gift. Is the price included in the package?

No, there's no price or invoice in the package. You can have it shipped straight to the recipient: just enter their address at checkout.

Didn't find your answer?

Write to us using the form below and include your order number. We reply within 2 business days, so there's no need to send another message: your request has been received.