F & Q
Frequently asked questions
Our Jewellery
Where and how are your pieces made?
We hail from Donghai, China, the renowned “Crystal Capital of the World”. Each piece is meticulously crafted using only the finest natural materials, ensuring superior quality and peace of mind.
Bespoke and Custom
Your list does not fit my hand circumference and bead size, can I customize it?
Our product sizes can be customized. If you require a size that is not listed in our standard size options, please contact us. Please note that there may be a 2-business-day delay for customized products.
I have an idea for a completely custom piece; can you create that?
You can customize your bracelet by replacing the existing gemstones or altering their arrangement. The replacement gemstones must be selected from the gemstones we currently offer. Please feel free to contact us for any customization requests.
Placing an Order
How long will it take to receive my order?
Your standard order will be shipped out promptly and should arrive within 5-10 business days. Please note that delivery to remote areas may take a bit longer. For customized orders, please allow an additional 2-3 business days for processing. If you have any questions, our dedicated customer service team is happy to assist you. You can reach us via email, Instagram, Messenger, or WhatsApp.
If I find a mistake in my order, such as an incorrect shipping address or a wrong product, how can I make changes?
Please contact us promptly if you need to modify your shipping information. If you have selected the wrong product, you can usually modify your order before it clears customs (usually within two days), but modifications are not allowed once the order has cleared customs. Please carefully review your order before submitting it. Thank you!
Shipping
How are orders packaged?
Pieces are packaged with care in sturdy, branded jewellery boxes.
We ship orders in a white, non-descript box. Our from address does not include the term “jewellery,” so the parcel is somewhat inconspicuous.
Which countries do you ship to?
Please refer to our shipping policies page for the most up to date information regarding our shipping availability.
When do pieces ship?
All ready-to-ship pieces generally take 1-3 business days to ship, if they don’t require resizing. Resizing may require another 1-2 business days delay, though sometimes faster if we are able!
*During our annual holiday studio closure at the end of Jan/early Feb, production, shipping and email customer service are all paused while we take a short break for the holidays. Holiday studio closure dates are posted at the top of the FAQ page and announced on our Instagram.
My order has not arrived but tracking says it has; what's happening?
This is very common, especially around busy seasons like the holidays. Couriers/the Post may have marked it as delivered (possibly because they ran out of time that day), but will actually deliver the package the following day. Don’t panic yet; the quickest way to resolve this is to reach out to the courier/the Post and inquire about the package. You will most likely see it delivered the next day though! Also, check to make sure a neighbour hasn’t received it on your behalf.
I've received my tracking number but it hasn't been immediately updated; why?
If you notice that your tracking has not updated immediately or is unavailable right after we shipped, it is likely just a delay from the courier in scanning. This is common, especially during busy periods, and nothing to worry about unless your package hasn’t arrived within a couple days. Please check back a day or two later and your tracking will likely be updated. You can also contact us for help.
I still have questions about shipping!
For additional information about our shipping policies, please visit our Shipping Information page.
If you still have questions after that, send us an email and we’ll be happy to help.
Jewellery Care
How do I care for my jewellery?
- Cleanse: Cleanse your bracelet regularly with water or under moonlight to remove negative energy.
- To Avoid: Please avoid all contact with nail polish remover/rubbing alcohol, etc. Avoid prolonged contact with water (salt or fresh), sweat, heat and chemicals such as chlorine, sulfur, perfume, detergent, sun screen, and lotion.
- Recharge: Recharge your bracelet in sunlight or on a cluster of clear quartz crystals. (Note: however, that different types of gemstones and crystals have different recharge methods, please check the product details page for details, or you can contact me for advice)
- Wear Daily: Wear your bracelet daily to experience its full benefits.
Repairs & adjustments
I need a repair, can you help?
Please remember to know your sizes before ordering. We will gladly adjust pieces to fit you before they are shipped.
We come with a repair kit for each product, including a 30cm elastic cord, 3 beads of the same type, and a beading needle, which can be easily repaired by yourself! You can refer to our YouTube video! However, if you are missing too many beads, please contact us to purchase them.