F&Q

A. Orders, Shipping & Delivery

Q1. How long does it take to process and ship my order?

We typically complete order confirmation, preparation, and packaging within 4-7 business days.
Ready-Stock Products: Usually ship within 3-10 business days.
Custom-Made Products (including ring sizing, engraving, stone setting, or special cutting): Generally ship within 2-3 weeks.

Note: Delivery time is counted from the date the package is shipped, not the order date. If you require expedited processing, please contact us at info@sherajewelry.com

Q2. What are the shipping fees and estimated delivery times?

U.S. Orders: Free shipping on all orders.
International Orders: Flat shipping fee of USD $35. Additional charges may apply for special services or high-value orders (displayed at checkout).
Most packages are expected to arrive within 7-10 business days after shiopment ( processing time not inculded). Actual delivery time may vary depending on destination, customs clearance, weather, or courier delays.

Q3. Do you provide tracking and require a signature upon delivery?

Yes. All orders are shipped via trusted couriers with trackable tracking numbers. You will receive tracking details via email once your package ships.
We do not ship to P.O. Boxes. For security reasons, an adult signature is required upon delivery.

Q4. What if my package is delayed or lost?

If your package is delayed or lost in transit, please contact us immediately. Our support team will respond within 24–48 working hours and assist with carrier communication.
While delays caused by customs, weather, or courier service are beyond our control, we will make every effort to support you.

B. Returns, Exchanges & Refunds

Q5. Can I return or exchange an item?

Ready-Stock Products: Eligible for return/exchange within 30 calendar days of delivery, provided the item is unworn, in brand-new condition, and includes all original packaging and gift items (if any).
Custom-Made Products: Non-returnable unless there is a manufacturing defect or incorrect item received. Please contact our support team within 3 business days of delivery.

Q6. Who is responsible for return shipping costs?

For non-quality-related returns, the buyer is responsible for return shipping.
For verified quality issues, incorrect shipments, or missing items, Shera Jewelry will cover or reimburse return shipping costs according to our policy.

Q7. How long does it take to process a refund?

Once the returned package is received and passes inspection, refunds are issued back to the original payment method within 3–7 business days.
Original shipping fees and any third-party service charges are non-refundable. Unauthorized returns may be refused or delayed.

Q8. What items are not eligible for return/exchange?

Products showing signs of wear, damage, alteration, or unauthorized repair.
Missing packaging, certificates, or gift items.
Personalized/custom items (engraving, CAD designs, special sizing, or gemstone replacement).
Products marked as "Final Sale" ( except in cases of manufacturing defects).

C. Custom Orders, Cancellations & Changes

Q9. How do I place a custom order and how long will it take?

Custom orders can be placed by selecting the “Custom” option and providing your specifications (metal type, gemstone, size, engraving, etc.). Custom pieces typically ship within 2–3 weeks; more complex designs may take longer.

Q10. Can I cancel or modify a custom order?

Within 48 hours of order placement: Free cancellation or changes.
During production (stone selection, CAD, material preparation, setting, etc.): A 30% service fee of the order subtotal will apply.
Completed but not shipped: A 50% service fee will apply.
After shipment: Cancellation is no longer available. Please refer to the return policy if eligible.

D. Product & Materials

Q11. What is Moissanite? Is it durable?

Moissanite is a lab grown gemstone made from Silicon Carbide (SiC). It is highly durable, with a hardness of 9.25–9.5 on the Mohs scale, making it suitable for daily wear. Moissanite is known for its strong brilliance and fire, and while visually similar to diamonds, it has its own distinct sparkle and optical characteristics.

Q12. What makes Shera Jewelry’s materials and customization unique?

At Shera Jewelry, we believe jewelry is not only an adornment but also an ethical and conscious choice. All materials are responsibly sourced, and our lab-created gemstones are crafted with sustainability in mind.
We offer full customization, including metal type, gemstone color, ring sizing, engraving, and even unique gemstone shapes and cuts. Each piece undergoes strict quality inspection to ensure beauty, durability, and craftsmanship.

Q13. Do your products come with certificates?

Selected high-value pieces or certain gemstones include third-party certificates (e.g., IGI). If a certificate is lost or requires re-issuance, replacement costs will be charged.

E. Care & Repairs

Q14. How should I care for Sterling Silver and Gold Vermeil jewelry?

Avoid direct contact with perfume, cosmetics, chlorine, and harsh chemicals.
Store in a sealed jewelry pouch or box when not in use. Avoid humidity and store pieces separately to prevent scratching.
Sterling Silver: May naturally oxidize over time. Clean with a polishing cloth or mild soap and water. Avoid strong chemical cleaners.
Gold Vermeil/Plated: Gently clean with a soft cloth and mild soap. Do not use ultrasonic cleaners or harsh solutions.

Q15. What if my jewelry needs repair?

If your jewelry shows quality issues (loose prongs, cracked welds, or missing stones not caused by misuse), please contact us within 3 business days of delivery with your order number and photos/videos. Once verified, we will propose repair, replacement, or return solutions.

Q16. Do you offer resizing or resetting services?

Yes. Resizing and resetting services are available depending on the design and material. Please contact us with your order details and photos. Our team will provide a quotation and estimated timeframe.

F. Pricing, Duties & Taxes

Q17. Are duties or import taxes included in the checkout price?

No. Duties, taxes, or customs fees may apply to international orders and are the responsibility of the recipient. Shera Jewelry does not collect or prepay these fees. Refused packages due to unpaid duties will have return shipping and related fees deducted from refunds.

Q18. How are refunds processed?

Refunds are processed in USD back to your original payment method within 3–7 business days after inspection of returned items. Processing time depends on your bank or payment provider. Original shipping and service fees are non-refundable.

G. Additional Notes

Unboxing: Please record a video when opening your package. This serves as important proof in case of after-sales issues.
Gifts: If your order includes free gifts, they must be returned together with the item. Otherwise, the value of the gift will be deducted from the refund.
Time-sensitive Orders: For delivery by a specific date (e.g., holidays, weddings), please contact us in advance to confirm feasibility.

H. Contact Us

Email: info@sherajewelry.com
WhatsApp: +86 19107745650
Live Chat: Available at the footer of our website
Customer Service Hours: Monday-Friday, 09:00-18:00 (PT). We generally respong within 24-48working hours.