Asked Questions (FAQ)

I. Introduction: Your Questions, Answered

Welcome to the GleamGem Creations Help Center. We are dedicated to providing you with a seamless and enjoyable shopping experience from the moment you browse our collections to the day your beautifully crafted jewelry arrives. This comprehensive Frequently Asked Questions (FAQ) page is designed to be your first and most complete resource for answers to common inquiries about our products, ordering process, shipping, and more. We have meticulously organized this guide into logical sections to help you find the information you need quickly and easily. We encourage you to explore these questions and answers, as they are regularly updated to reflect our current policies and services. Should your specific question not be covered here, our dedicated customer service team is always ready to provide personalized assistance. You can reach us at tuannh.hut@gmail.com.

II. Category: Ordering & Payment

Q1: How do I place an order on your website?
A: Placing an order is simple and secure:

  1. Browse: Navigate through our collections of Necklaces, Earrings, Bracelets, and Rings.

  2. Select: Click on any product to view detailed information, high-resolution images, and available options. Select your desired size (for rings and some bracelets) and quantity.

  3. Add to Cart: Click the “Add to Cart” button. You can continue shopping or proceed to checkout.

  4. Review Cart: Click the shopping cart icon to review your selections. Here, you can modify quantities or remove items.

  5. Checkout: Click “Proceed to Checkout.” You will be prompted to enter your shipping address and choose a shipping method. You may also log in to your account for faster checkout.

  6. Payment: Enter your payment details through our secure Stripe payment gateway. We accept all major credit/debit cards, Apple Pay, and Google Pay.

  7. Confirmation: After completing your order, you will receive an immediate email order confirmation with your order number and details.

Q2: What payment methods do you accept?
A: For your convenience and security, we accept the following payment methods processed through Stripe:

  • Credit/Debit Cards: Visa, Mastercard, American Express, and Discover.

  • Digital Wallets: Apple Pay and Google Pay for a faster, more secure checkout.

Q3: Is it safe to use my credit card on your site?
A: Absolutely. We do not store your full credit card details on our servers. All payments are processed through Stripe, a PCI DSS Level 1 certified payment processor. This is the highest level of certification in the payments industry, ensuring your financial data is protected by robust encryption and security measures.

Q4: Can I modify or cancel my order after placing it?
A: We strive to process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at tuannh.hut@gmail.com with your order number. We can only accommodate changes if your order has not yet entered the packing and shipping phase. We will do our best to assist you, but we cannot guarantee changes can be made once an order is processed.

Q5: Why was my payment declined?
A: Payment declinations are handled by your bank or card issuer, not by us. Common reasons include:

  • Insufficient funds.

  • Your bank’s fraud protection system flagged the transaction. Contact your bank to pre-approve the purchase.

  • Incorrect entry of the card number, expiration date, or CVV code.

  • The billing address entered does not match the address on file with your bank.

III. Category: Shipping & Delivery

Q6: Where do you ship, and what are the costs?
A: We are proud to ship our products across the United States and internationally. Shipping costs are calculated at checkout based on your location, the weight of your order, and the selected shipping speed. We offer a range of options from standard to expedited shipping.

Q7: How long will it take to receive my order?
A: Processing and delivery times vary:

  • Order Processing: All orders are processed within 1-3 business days (Monday-Friday, excluding holidays).

  • Domestic Shipping (U.S.): Once shipped, delivery typically takes 3-7 business days for standard shipping.

  • International Shipping: Delivery times vary significantly by destination, typically ranging from 7 to 21 business days. Please note that international shipments may be subject to customs delays, which are beyond our control.

Q8: How can I track my order?
A: Once your order has been shipped, you will receive a shipping confirmation email that includes your tracking number and a link to track your package. You can also track your order by logging into your account on our website.

Q9: Do you offer expedited shipping?
A: Yes, we offer expedited shipping options at an additional cost. These options and their respective costs will be displayed at checkout for you to select.

Q10: My order hasn’t arrived, but the tracking says it was delivered. What should I do?
A: First, please check around your property, with neighbors, and with other members of your household. If the package is still missing, please contact your local post office or the shipping carrier directly with your tracking number, as they may have more detailed delivery information. If you are unable to locate the package, please contact us at tuannh.hut@gmail.com, and we will assist you in opening a investigation with the carrier.

IV. Category: Returns, Exchanges & Warranty

Q11: What is your return policy?
A: We want you to be completely satisfied with your purchase. We offer a 30-day return policy from the date of delivery for items in their original, unworn condition, with all original tags and packaging. Please note that for hygiene reasons, earrings for pierced ears, customized items, and products marked “Final Sale” cannot be returned. For a complete guide, please see our detailed Refund and Return Policy.

Q12: How do I initiate a return or exchange?
A: To initiate a return or exchange, please follow these steps:

  1. Contact our customer service team at tuannh.hut@gmail.com within 30 days of delivery to request a Return Authorization (RA) number.

  2. Pack the item securely in its original packaging, including all tags and certificates.

  3. Include a copy of your packing slip or order confirmation with the RA number clearly written on it.

  4. Ship the package to the address we provide using a traceable shipping service.

Q13: How long does it take to receive my refund?
A: Once we receive and inspect your returned item, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be automatically applied to your original method of payment within 5-10 business days. The time it takes for the refund to appear on your statement depends on your bank or card issuer’s policies.

Q14: Do you offer exchanges?
A: To get you a new item as quickly as possible, we process returns for refunds. We recommend placing a new order for the desired item once you have initiated the return for the original product. This ensures you secure the item without waiting for the entire return process to complete.

Q15: What is your warranty policy?
A: GleamGem Creations offers a limited 1-year warranty on its products against manufacturer defects in materials and workmanship. This covers issues like broken clasps under normal use or significant plating issues. The warranty does not cover damage due to accident, misuse, neglect, or normal wear and tear. To file a warranty claim, please contact us with your order details and photos of the defect.

V. Category: Products & Sizing

Q16: What materials are used in your jewelry?
A: We are committed to quality and craftsmanship. Our jewelry is crafted from a variety of high-quality materials, including:

  • Metals: 925 Sterling Silver, Gold Vermeil (thick gold plating over sterling silver), and high-quality, hypoallergenic brass.

  • Gemstones: We use a combination of genuine gemstones, high-grade cubic zirconia, and cultured pearls. The specific materials for each piece are listed in the product description.

Q17: How can I determine my ring size?
A: We provide a printable ring sizer guide on our website, which can be found on the product pages for our rings. For the most accurate measurement, we recommend visiting a local jeweler to have your finger professionally sized.

Q18: How should I care for my GleamGem jewelry?
A: To maintain the beauty of your jewelry:

  • Storage: Store pieces separately in a soft pouch or jewelry box to prevent scratching.

  • Exposure: Remove jewelry before swimming, bathing, exercising, or applying perfumes and lotions.

  • Cleaning: Gently wipe with a soft, lint-free cloth. For deeper cleaning, use a mild jewelry cleaner suitable for the specific metal.

Q19: Are your products nickel-free?
A: Yes, we prioritize your comfort. All our jewelry is crafted from nickel-free and lead-free materials, making them suitable for those with sensitive skin.

VI. Category: Account & Website

Q20: How do I create an account?
A: You can create an account during the checkout process by selecting the option to “Create an Account,” or you can register directly on our website by clicking the “Account” icon. Having an account allows you to track orders, save your shipping details, and view your order history.

Q21: I forgot my password. How can I reset it?
A: Click on the “Account” login and then click “Forgot your password?” You will be prompted to enter the email address associated with your account, and a password reset link will be emailed to you.

Q22: How can I update my account information?
A: Log into your account on our website. From your account dashboard, you can edit your shipping addresses, contact information, and password.

VII. Category: Contact & Support

Q23: What is the best way to contact customer service?
A: For the fastest and most efficient service, please email us at tuannh.hut@gmail.com. This allows us to thoroughly address your inquiry and maintain a clear record of our communication. For urgent matters, you may also call us at +84 904 486 769 during our business hours (9:00 AM – 5:00 PM MST, Monday-Friday).

Q24: What information should I include when I contact customer service?
A: To help us assist you quickly, please include your full name and order number in all communications.

We hope this FAQ page has been helpful. Thank you for choosing GleamGem Creations.