FAQs

FAQs | Prismé Jewel

Your Questions, Our Answers — We’re Here to Help

🛒 Shopping & Orders

1. What payment methods do you accept?

We accept all major credit and debit cards, including Visa, Mastercard, American Express, and Discover, for secure, encrypted checkout.
For a faster shopping experience, we also offer one-click checkout via Apple Pay, and Google Pay.
We also accept PayPal for all orders, ensuring a secure and familiar checkout experience for our customers.
All transactions are 100% secure and protected by Shopify Payments.

2. Do you offer international shipping?

Yes! We offer free worldwide shipping on all orders over $59. For orders under $59, a flat shipping fee will apply at checkout.
All orders will be dispatched within 48 hours of order confirmation. Orders placed on public holidays will be processed on the next business day.
Delivery times vary by location: typically, 7-15 business days for international orders.
We work with multiple reliable international shipping carriers. Based on shipping efficiency, customs clearance convenience, and delivery reliability, we will select the most suitable shipping method to ensure your order arrives safely and on time.

3. How can I track my order?

Once your order ships, you will receive a confirmation email with a full tracking number. You can also track your order anytime via our Order Status page.

4. What is your return & refund policy for international orders?

We offer a 30-day unconditional quality guarantee for all international purchases.
• Within 30 days of delivery: For verified quality issues, we offer direct replacement without requiring the return of the original item, with shipping fully covered by us (single product only, no luxury gift packaging included).
• Custom engraved pieces are final sale and cannot be returned or exchanged.
• Non-quality issues are not eligible for return or exchange.
We offer a 7-day hassle-free return policy for all unworn, undamaged pearl jewelry in its original packaging. Custom engraved pieces are final sale.
For full details, visit our Return & Refund page.

5. What if my package is lost or not received?

While we take every precaution to ensure safe delivery, occasionally packages may be lost or damaged in transit.
• Proof of Delivery: If the tracking status shows "Delivered" but you have not received your package, you must obtain an official Proof of Delivery (POD) report or a lost package investigation letter from your local postal service or carrier.
• Claims Process: Please submit this official documentation to our customer service team (hello@prismejewel.com) within 7 business days of the delivery confirmation date. Upon verification, we will gladly issue a full refund or a new replacement.
• Disclaimer: Prismé Jewel is not responsible for packages lost due to incorrect shipping addresses provided at checkout, or for packages that have been delivered as confirmed by the carrier.

6. What about package delays?

International shipping times are subject to customs clearance and local delivery efficiency.
• For orders exceeding 15 business days of the estimated shipping time, please contact us first. While we do not issue refunds for minor delays, we will track your package on your behalf.
• Orders exceeding 30 business days may be eligible for a refund or replacement, depending on the circumstances.

⚙️ Quality Issues, Warranty & Gold-Plating Policy

1. What qualifies as a quality issue?

The following are covered under our 30-day quality guarantee for international customers:
• Pearl/Stone Detachment: If a hand-set pearl or stone becomes detached upon delivery, this is a manufacturing defect eligible for free replacement.
Note: Detachment caused by prolonged water exposure, improper care, or failure to dry the jewelry after wear is considered maintenance-related and not covered.
• Severe Surface Damage: Deep scratches, cracks, or noticeable pits on pearls that severely impact appearance are quality issues eligible for replacement. Natural growth lines on freshwater pearls are normal characteristics and not considered defects.
• Extender Chain Malfunction: If a necklace/bracelet extender chain is stuck, broken, or unable to fasten properly, this is a quality issue eligible for free replacement.

2. What about gold plating fading?

Most of our pieces feature gold-plated sterling silver for a luxurious, durable finish.
• Fading/tarnishing of gold plating is a natural result of normal wear, contact with perfumes, lotions, water, and body oils, and is not considered a manufacturing defect.
• For plating fading issues:
◦ Within 30 days of purchase: We offer direct replacement, with shipping covered by us. (single product only, no luxury packaging included).
◦ 30 days to 1 year after purchase: We offer direct replacement, with shipping covered by us. The customer is responsible for 38% of the original product cost.
◦ 1 to 2 years after purchase: We offer direct replacement, with shipping covered by us. The customer is responsible for 45% of the original product cost.
If a product is discontinued, we will offer a product of equal value at the corresponding discount, with shipping covered by us.
All original items do not need to be returned.

💎 Pearl Jewelry & Quality

1. What types of pearls do you use?

We source only high-quality freshwater pearls.
Each pearl is hand-selected for its exceptional luster, shape, and size to ensure timeless, everyday elegance.

2. Are your pearls natural or cultured?

All our pearls are natural pearls, the global standard for fine jewelry.
Natural pearls are grown in controlled, sustainable environments, ensuring consistent quality while preserving the natural beauty of the gem.
Natural growth lines, minor pits, and unique textures on freshwater pearls are normal characteristics of genuine pearls and not considered quality defects.

3. How do I care for my pearl jewelry?

Pearls are organic gems that require gentle care to maintain their luster:
• Wipe your pearls with a soft, lint-free cloth after each wear to remove oils and dirt.
• Avoid contact with perfumes, hairspray, and harsh chemicals.
• Store pearls separately in a soft pouch to prevent scratches from other jewelry.
• For detailed care tips, visit our Jewelry Care page.

4. Do you offer a warranty on your jewelry?

Yes! All Prismé Jewel pearl jewelry comes with a 1-year manufacturer's warranty against defects in materials and workmanship.
This warranty does not cover normal wear and tear, accidental damage, or loss.

🎁 Gifting & Customization

1. Do you offer gift wrapping?

Orders under $59 will be packed in a standard eco-friendly paper box.
Orders $59 and above include free shipping + luxury gift wrapping, perfect for gifting. You can add a personalized gift message at checkout at no extra cost.
All items are carefully wrapped to ensure safe delivery.
For more details, please visit our gift page.

2. Can I engrave my pearl jewelry?

Yes! We offer custom engraving on select pieces, including pendants, bracelets, and rings.
Engraving details can be added during the checkout process, and engraved pieces are final sale.

3. Do you offer corporate gifting?

Absolutely! We specialize in custom corporate gifting for teams, events, and client appreciation.
Reach out to our team at hello@prismejewel.com for personalized gifting solutions.

📞 Customer Support & Other

1. How do I contact customer service?

You can reach our customer service team via email at hello@prismejewel.com, or through our Contact Us page.
We respond to all inquiries within 24 business hours.

2. Do you offer size adjustments?

Yes! We offer complimentary resizing for most ring styles within 30 days of purchase.
Please contact our team to initiate a resizing request.

3. Are your products sustainable?

Sustainability is at the core of Prismé Jewel.
We source pearls from ethical, certified farms, use recycled gold and silver in our designs, and implement eco-friendly packaging for all orders.
Still have questions? Contact us at hello@prismejewel.com — we’re happy to help! 💎