FAQ Home FAQ General What are WeJEWELER Online Shop's business hours? WeJEWELER Online Shop is available to shop online 24/7!Our regular business hours for shipping and customer service are:Monday – Saturday 9:00am-17:00pm GMT+8We are closed on all major China holidays. What is your return/refund policy? You can find our Returns and Refund policy HERE. Are your products ethically produced? Yes, WeJEWELER is committed to this policy and conducts business in an ethical, legal, and socially responsible manner. How can I contact you? Any inquiries about general information + returns + exchanges + refund email us at support@MoissaniteGemstone.comPlease do not send multiple emails on the same inquiry. We answer all our emails in the order received. If you email us outside of business hours, we will respond when we return to the office. Please expect a longer response time if emailing over the weekend or holidays. Product How do I care for my jewelry? With the proper care, your WeJEWELER jewelry can last a long time.Sterling Silver Care: Sterling silver jewelry can be passed down from generation to generation with the right care. We encourage you to wear your silver everyday! Silver that is used regularly needs less care. In rare cases, silver can tarnish when it is exposed to salt, air, and products containing sulfur. But no need to worry, we offer cleaning services!Gold Filled / Gold/Rose Gold Vermeil / Gold/Rose Gold/Rhodium Plated: We encourage you to remove your jewelry before showering, exercising, and swimming. Gold Filled, Vermeil, and Plated jewelry can tarnish when in contact with perfumes, lotions or hair products. Please avoid harsh chemicals such as bleach, oil, jewelry cleaners, or polishing cloths as they can affect the finishing. To help keep your jewelry looking beautiful, store it in a dust bag, sealed plastic bag, or dry cloth bag.Solid Gold: Solid gold (10K, 14K and 18K gold) is a precious metal that will not oxidize or discolor since it is the least reactive metal. The 10K, 14K or 18K alloy gives our pieces their beautiful, subtle hue. To maintain its beauty, scrub lightly with a toothbrush and warm water. How is your jewelry quality? Our jewelry is crafted with utmost precision and care. We prioritize quality materials to ensure lasting brilliance and customer satisfaction. Here’s what sets our jewelry apart:Genuine 925 Sterling Silver: All our jewelry pieces are crafted using genuine 925 sterling silver. This premium quality silver provides strength, durability, and a beautiful shine that lasts.5 Times White Gold Plating: To enhance the longevity of our jewelry, we apply a 5 times white gold plating. This protective layer ensures resistance to rust and corrosion, keeping your jewelry looking as good as new for years to come.Real Moissanite Gemstone: We use 100% real moissanite gemstones in our jewelry. Moissanite is a rare and brilliant gemstone that closely resembles a diamond. With its exceptional sparkle and fire, you can enjoy the beauty of a high-quality gemstone at an affordable price.We believe in delivering excellence through our craftsmanship and materials, ensuring that every piece of jewelry meets our high standards. Trust us to provide you with jewelry of exceptional quality that will make you shine. Payment What payment methods do you accept? 1. Paypal and Credit Card:This is an online payment. The Credit Card payments will be handled by Paypal Payment and we don’t store any of your Credit Card information.2. Wire Transfer:This is an offline payment. Please contact us for banking details after place your order.3. Western Union or MoneyGram or Payoneer:This is an offline payment. Please contact us for more details after place your order. If I need to pay customs duties and taxes? WeJEWELER online shop prices are EXW Prices. That means you may need to pay the custome fees and tax. Please check with your local postmaster regarding arrival customs fees & tax. Is it safe to enter my credit card information online? At WeJEWELER Online Shop we want you to feel comfortable in knowing that we regard your privacy and security very seriously. In order to ensure a safe and secure environment for all of our customers, we employ the latest data encryption technology to protect against loss, misuse, or alteration of your information.We accept payments through Paypal which is a 3rd party payment verification. If you are concerned with entering your credit card information through our website, click here to learn more about Paypal. International Debit & Credit Cards We accept international VISA, Mastercard debit & credit cards and Paypal payments from verified accounts. Shipping What if I put in the wrong address? If you have provided an incorrect address and your order has not already shipped, we will do our best to update your order with the correct address. We cannot guarantee that your address will be changed to the correct address in time. Please email us at support@MoissaniteGemstone.com. I never got an order confirmation email and/or shipping confirmation email. What should I do? An order confirmation and shipping confirmation are always sent to the email address or phone number that was used at checkout. They often times end up in the spam folder, so please check there if you have not done so already. What if my package was returned to sender? If your package is returned to us for any reason, you will be responsible for paying for the package to be sent out again. Do you ship internationally? Yes! We ship internationally. All orders at WeJEWELER online shop can enjoy free shipping to anywhere in the world.All items are shipped via EMS, USPS, DPD, PostNL, Hermes, FedEx, UPS or DHL etc. We have the right to choose the best shipping method for you.To orders value under US$199, we offer free Standard Shipping(Tracking Available) and low cost Expedited Shipping(Tracking Available).To orders value above US$199, we offer FREE Expedited Shipping(Tracking Available). What if the item I received is damaged or faulty? WeJEWELER is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.Each single piece of loose stone and jewelry is carefully check and exam by our in house experienced craftsmen before it is shipped out to you. And we are happy to extend to you a 30-day refund or return policy. If you received a faulty product, we will gladly accept the refund or exchange. More info please refer to our Return & Refund Policy. How long does delivery take? All orders are shipped within 2 – 5 business days and shipped out from China mainland, please waites 5 – 30 business working days to get your package. It depends on Shipping methods.If your order hasn’t arrived in the estimated delivery times, please contact our support team at support@MoissaniteGemstone.com (This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries). Where do I track my order once it ships? When your order has shipped, you will receive an email with the tracking information. It will also appear in your order history on the website.You can track your order via this website www.17track.net/en with the tracking number. Order Issues What if I chose the wrong size or color at checkout? If you realize these types of errors on your final order, please email support@MoissaniteGemstone.com ASAP. If your order hasn’t been shipped, our fulfillment team will do their best to make the switch. However, we cannot guarantee that your order will be corrected in time. I never received an order confirmation email or text but my card was charged. In the event that your card was charged and you don’t believe the order went through, it is likely that you are seeing a pending charge that will be reversed within a few business days. The reversal time is dependent on your bank. Discounts Do you offer discounts to return customers? Yes. We appreciate your decision to shop with us. One way we say thank you to our return customers is offer discounts. What if I forgot to put in my discount at checkout? Unfortunately, we are unable to apply discount codes to past orders and orders that have already been placed. Can I use more than one discount code on the same order? No, you may only use 1 code at a time. Why isn't my discount code working? If your discount code is not working at checkout, it may be expired and no longer valid. I placed an order before a sale, can I apply that discount to a previous order? No. Unfortunately, we are unable to make price adjustments once orders have already been placed. Are discount codes valid on every item? No, there are exclusions that apply unless otherwise stated.