Frequently Asked Questions (FAQ)

1. What materials are used in your jewelry?

Our jewelry is crafted from high-quality materials, including 925 sterling silver, 18k gold plating, and natural freshwater pearls. Each piece is designed to ensure durability and elegance.

2. Do you offer free shipping?

Yes, we offer free worldwide shipping for orders over $99. For orders under $99, a flat shipping fee of $7.5 applies.

3. How long does shipping take?

Shipping typically takes 6 to 10 business days after dispatch. International orders may take longer due to customs processing.

4. What is your return and refund policy?

We provide a 30-day unconditional warranty. For non-quality-related issues, we do not offer returns or exchanges. For issues within 30 days to 2 years, customers may request an exchange but must cover 30% of the product’s original price. Please review our Refund and Returns Policy for full details.

5. Are natural pearls perfectly smooth?

No, natural freshwater pearls may have minor pits or lines, which are normal and not considered defects. Each pearl is unique, showcasing its natural beauty.

6. How can I track my order?

Once your order is shipped, you will receive an email with a tracking number. Use this to track your shipment on the courier’s website.

7. What if my package is lost?

If your package is lost during shipping, we offer compensation upon submission of relevant proof. For international customers, if the package is marked as delivered but not received, you may need to obtain documentation from your local post office.

8. How can I contact customer support?

You can reach us at isolde@isoldejewels.com or through our Contact Page. We’re happy to assist you!