Help & FAQ

Orders & Payment

1. How do I place an order?
Simply browse our collection, select your desired item (ring, necklace, earrings, or bracelet), choose your size (if applicable), and click "Add to Cart." Follow the checkout process to complete your purchase securely.

2. What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Google Pay, Shopify Payments, and Afterpay/Klarna (buy now, pay later options).

3. Is my payment information secure?
Absolutely. The Jewelry Gems uses Shopify Payments – fully PCI compliant with 256-bit SSL encryption. We never store your full credit card details.

4. Can I cancel or modify my order after placing it?
We process orders quickly. Please contact us at support@thejewelrygems.com within 2 hours of placing your order. After that, your order may have already entered fulfillment.

Shipping & Delivery

5. Where do you ship from?
We ship from our partnered fulfillment centers in the United States and internationally, depending on your location and product availability.

6. How long does shipping take?



Shipping Method Delivery Time Cost
Standard (US) 5–10 business days Free on orders $50+
Expedited (US) 2–4 business days Calculated at checkout
International 10–20 business days Calculated at checkout

Note: Delivery times may vary during holidays, sales events, or due to customs delays.

7. Do you ship internationally?
Yes! The Jewelry Gems ships worldwide. International customers are responsible for any customs duties or taxes imposed by their country.

8. How can I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number. You can also track your order in your account dashboard under "Order History."

Jewelry Quality & Materials

9. What is moissanite?
Moissanite is a lab-created gemstone known for its brilliance and fire — often exceeding that of diamonds. It is durable (9.25 on the Mohs scale), ethically sourced, and significantly more affordable than diamonds.

10. Is your jewelry really sterling silver?
Yes. All our silver jewelry is genuine 925 sterling silver, stamped with "925" for authenticity. It is hypoallergenic, nickel-free, and safe for sensitive skin.

11. Does moissanite look like a diamond?
Very much so. To the naked eye, moissanite and diamonds appear nearly identical. However, moissanite has more "fire" (rainbow sparkle) and is a popular ethical alternative to mined diamonds.

12. Do you offer gemstone certifications?
Yes. For moissanite items over 1 carat, we include a certificate of authenticity detailing the stone's quality, carat weight, and color grade.

13. Are your stones natural or lab-created?
All our moissanite stones are lab-created (sustainable, ethical, and conflict-free). Our sterling silver is refined from recycled materials whenever possible.

Sizing & Fit

14. How do I find my ring size?
We recommend visiting a local jeweler for accurate sizing. Alternatively, you can:

  • Measure an existing ring that fits well (inner diameter in mm)

  • Use a printable ring sizer (downloadable from our Size Guide page)

  • Order a free plastic ring sizer from us (email support@thejewelrygems.com)

15. What if my ring doesn't fit?
We offer one free resizing within 30 days of purchase for standard ring styles (excluding eternity bands). Contact us to arrange sizing.

16. How do I measure for a necklace or bracelet?

  • Necklace: Measure around your neck where the necklace will sit. Add 1–2 inches for comfort.

  • Bracelet: Measure your wrist just below the wrist bone. Add 0.5–1 inch for a comfortable fit.

Care & Maintenance

17. How do I care for my sterling silver jewelry?

  • Store in the included anti-tarnish pouch away from sunlight

  • Avoid contact with perfumes, lotions, hairspray, and chlorine

  • Clean gently with a soft silver polishing cloth (do not use tissue or paper towels)

  • Remove before swimming, showering, or exercising

18. How do I clean my moissanite?
Mix warm water with mild dish soap. Soak for 5–10 minutes, then gently scrub with a soft toothbrush. Rinse and dry with a lint-free cloth.

19. Does sterling silver tarnish?
Yes, sterling silver naturally tarnishes over time when exposed to air and moisture. Regular wear actually helps reduce tarnishing. Use the included polishing cloth to restore shine.

20. Is moissanite durable for everyday wear?
Absolutely. With a hardness of 9.25 (diamonds are 10), moissanite is extremely scratch-resistant and suitable for engagement rings and daily wear.

Returns & Exchanges

21. What is your return policy?
We accept returns within 30 days of delivery for unworn, undamaged items in original packaging.

  • Customer pays return shipping unless the item is defective

  • Refunds are processed within 5–7 business days after we receive the return

  • Initial shipping fees are non-refundable

22. Can I exchange an item for a different size or style?
Yes. Please initiate a return for your original item and place a new order for the desired item. This is the fastest method.

23. My item arrived damaged or defective. What should I do?
We're truly sorry. Please email support@thejewelrygems.com within 7 days of delivery with:

  • Your order number

  • Clear photos of the damage/defect

  • A brief description

We will send a free replacement or issue a full refund immediately.

24. Do you offer a warranty?
Yes. All jewelry from The Jewelry Gems comes with a 1-year limited warranty against manufacturing defects. This does not cover normal wear and tear, loss, or damage from improper care.

Jewelry Customization

25. Do you offer custom jewelry design?
Yes! We create custom engagement rings, wedding bands, and personalized pieces. Contact custom@thejewelrygems.com with your design ideas, budget, and timeline. Lead time is typically 4–6 weeks.

26. Can I engrave my jewelry?
Yes. Most rings, bracelets, and lockets can be engraved with names, dates, or short messages (up to 20 characters). Select the engraving option on the product page.

Gift & Special Occasions

27. Do you offer gift wrapping?
Yes. All items come in a luxury gift box with a velvet pouch, perfect for gifting. You can also add a handwritten note at checkout.

28. Can I buy a gift card?
Yes. Digital gift cards are available in amounts from $25 to $500. They are emailed instantly and never expire.

29. Do you offer discounts for bulk or wedding party orders?
Yes. For orders of 5+ identical items (e.g., bridesmaid jewelry), please email wholesale@thejewelrygems.com for a custom quote (10–20% off retail).

Account & Privacy

30. Do I need an account to order?
No. You can checkout as a guest. However, creating an account allows you to track orders, save addresses, and earn loyalty points.

31. How do I unsubscribe from emails?
Click the "Unsubscribe" link at the bottom of any marketing email. You will still receive order-related communications.

32. Is my personal information shared with third parties?
Never. We do not sell or rent your data. See our full Privacy Policy for details.

Still have questions?

Our jewelry experts are here to help — usually within 24 hours.

📧 Email: support@thejewelrygems.com
💬 Live Chat: Available during business hours (bottom right corner)
📱 Instagram DM: @TheJewelryGems
📞 Phone: 1-437-553-1253 (Mon–Fri, 9am–5pm EST)