Frequently Asked Questions

    About the Jewelry and How to take care of my Jewelry?

    Is it hypoallergenic? Yes! All our designs are made with hypoallergenic materials only. But if your skin is very sensitive, also can be allergic to plated therefore we recommend our Sterling Silver, Sterling Gold and Sterling Rose Gold designs!

    Can I shower with it? Wearing sterling silver in the shower is fine, however, as the pendant has a photo projection in it, we suggest keeping it dry and not being worn in the shower.

    Can I wear it daily? Yes, our jewelry is for daily use :) But, generally recommend to not touch water or any chemicals. Clean it well after wearing from the dust, oil part and keep in the provided jewelry box to avoid exposure to air & dust for a long time. 

    Will it never fade/tarnish? Scientifically, only pure gold will never fade and that's why gold is expensive. Gold(rose gold, OR) Vermeil/plating/filled will be gone one day depending on how managed the jewelry and touching water, exposed air, scratches may decrease the lifetime. No matter what kind of special coating from which company based on current technology, if it comes daily wear jewelry it's not possible to last forever.

    If you are looking for durable and affordable jewelry, we recommend solid stainless/surgical steel or solid S925 designs! (S925 is able to clean up the tarnished part, Sterling Steel material is very strong at water/tarnish and both are much more affordable than pure gold.)

     

    We are jewelry specialists that are dedicated to capturing life's special moments with custom made jewelry. Whether you've just received a beautiful projection jewelry, it's important to maintain the beautiful shine and finish of your jewelry.

    Special care for gold and silver personalized jewelry. All jewelry can eventually tarnish, but your best defense is to be vigilant and properly care for your items. We recommend that you give your gold or silver jewelry a quick clean at the end of the day, using a soft cleaning cloth, to remove any fingerprints or oils that may have accumulated from normal wear.

    Once a week, we recommend a deeper clean.

    All you need is water & liquid soap.

    1) Mix 1/2 cup of warm water with a few squirts of mild liquid soap

    2) Let your jewelry soak for three minutes

    3) Remove your items & rinse with clean water

    4) Allow the jewelry to dry

    That's it!

    Sterling silver jewelry deserves extra special care, so for these precious items we recommend a silver polish.You can purchase a quality silver cream at most jewelry stores, drug stores and even supermarkets.

    Simple tips to keep shine. Makeup first, then accessories. Lotions, hairspray and some cosmetics have chemicals that can be harmful to your jewelry. It is always best to apply your makeup first and then put on your jewelry in order to minimize the amount of damage your jewelry can be exposed to.

    Take it off before you sweat it off. Working up a sweat may be good for your health but it's not good for your jewelry. Make sure to remove your jewelry before all intense physical activity. This will protect your jewelry from reacting to the chemicals in your sweat or from any damage that may happen in contact sport.

    Rub a dub dub, no jewelry on the tub! Your soaps and shampoos may get you smelling fresh and squeaky clean, but the harmful chemicals they contain could also do a number on your personalized jewelry. Too much sudsing in the shower while wearing your personalized necklace, bracelet or rings can cause a film to form over the precious metal, dulling the sheen and diminishing its gorgeous shine.

    Jewelry and Pools don't mix. Everyone loves a cool dip in the swimming pool on a hot summer day. But pools and Jacuzzis are full of chlorine that, if exposed for too long, can cause your jewelry to discolor . So play it safe: When you're stripping down into your bathing suit, take your jewelry off too.

    Don't clean the gleam. While we're very proud of your pro-active housework, we would like to take a moment to remind you that once again harmful chemicals and jewelry do not make a good combination. While the chemicals in cleaning products are great for keeping your house shiny and germ free, they can be harmful to the quality and longevity of your precious jewelry pieces.

    Be smart about safekeeping. Properly storing your jewelry will do wonders for keeping it looking new. Keep your customized jewelry in a box where it won't get tangled up with other items or damaged from too much movement. A jewelry box with a soft felt lining is perfect, but you can even line a simple shoebox with fabric to keep your items nestled and safe. Anti-tarnish strips are also a great investment to keep out oxidants that can tarnish and dull your pieces.

     

    Can I change my order or cancel it?

    Modify or Cancel Order. We can only cancel or make changes to your order within 6 hours after you place your order as we immediately start working on the order once placed, so that our customers can get their products on time.

    What if I want to change the shipping address? We can only make changes to the shipping address within 6 hours after you place your order as we assign all orders with a tracking number prior to being shipped. This is so things run smoothly and quickly as soon as items are created and they can arrive with our customers as soon as possible after production.

     

    Pricing

    Which currency will I be charged in?All of our transactions are based on GBP. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

    How can I pay?We accept all major Credit Cards: Visa, Mastercard, Discover, American Express, and also Paypal.

    Is checkout on this site safe and secure?We guarantee 100% safe and secure checkout as we use the latest encryption technology on our website.

     

    Returns & Exchanges

    We offer free returns within 30 days of the date you received it. Please make sure you put items back in their original packaging before you send them back to us. The product must be unworn and unwashed, with hang tags attached, and accompanied by proof of purchase. All products are subject to inspection once we receive them.

    Due to the nature of the product we unfortunately can't cancel and are unable to offer return to custom orders. We process orders immediately. We do offer replacements or returns for damaged custom items. 

    Damaged Items include:

    • markings/spots on your photo that weren't on your uploaded photo

    • damaged or defective gem

    Damaged items do not include:

    • Blurry images caused from a low resolution photo uploaded

    • Items with no visible markings/spots

    If an item is damaged you must send in a picture/video before we offer a replacement or refund. In case an item you ordered is defective, broken, or damaged, we will send a replacement product 100% free of charge. Please contact our customer service team to ask for a product replacement.

    How long does the refund take? Once we receive your item, a refund is initiated immediately. All major credit card providers generally take 5-7 business days to process your refund before it appears in your bank account.

    My chain broke, what should I do? If the chain is not adjustable and can’t be fixed, we're willing to exchange a new chain for you! Please contact us with:

    • Your Order ID number

    • The picture of the damaged chain

    The picture of the damaged chain is required for the next procedure.

    Our customer service team will follow your request and get back to you as soon as possible. Once we confirm the validity period of warranty, the replacement chain will be sent out to you very soon.

    I received an incorrect item, what should I do? If this occurs, we will do our best to sort this out right away. Please check your order details to ensure that the order was placed correctly with the personalization that you chose. Please contact our customer support so that we will be able to send you a replacement item. Please make sure to include:

    • Your Order ID number

    • A picture of the incorrect item

    • Explain how the item was meant to look like

    Rest assured we will resolve this issue for you as quickly as we can.

     

    We are sorry to hear that your order is not to your taste. We are happy to offer you to exchange the item for another, but first our customer service team request to receive a picture from you in order to make sure the item matches our quality standards, and that the details are as described on site.

    When contacting us, please make sure to include the following details so that we can assist you in the best possible way:

    • Your Order ID number

    • A picture of the item you received

    • Feedback on the item

    • Link to the item that you would like to exchange to

     

    Shipping Information

    Will I receive a confirmation email when I place my order? Yes, all customers will receive an order confirmation email after placing their orders. Please check your spam folder before contacting us. In case you didn't get your email confirmation feel free to reach out to us.

    How long will it take to receive a tracking number? It usually takes 7-9 business days. You will receive a separate email with the tracking number that you can use on the Order Tracking page to track your package.

     

    How long is shipping? Once an order is placed on our website, it takes 2 business days to process. It takes 5-7 business days for processing the image and item and finally it will be dispatched. Shipping normally takes up to 3-5 business days without delays during transit.

    International Shipping & Customs. Shipping internationally does mean that you may be required to pay customs and import taxes. All international customers are responsible for the customs rates within their own country. For further information, we recommend contacting your local customs office.

     

    My package is lost in the mail. We understand that sometimes the post office will lose a package. We offer refunds or replacements if your package got lost in the mail. Your tracking must not have been updated for at least 30 days to qualify. 

    How to find a missing package that shows as delivered? Although it is rare, sometimes your tracking number will say "Delivered" before your package has arrived.

    If this happens to you within 36 hours of the expected delivery, please following these steps:

    • Check your shipping notification email to ensure your package was shipped to the correct destination

    • Look for a notice of attempted delivery

    • Look around the delivery location for your package

    • See if someone else in the house accepted the delivery

    • Some packages travel through multiple carriers; check your mailbox and other locations you receive mail.

    • Wait 36 hours - in rare cases packages may say delivered up to 36 hours prior to arrival

    If your order is 36 hours past the expected delivery date, please contact us.