FAQs

Frequently Asked Questions 

Where are you based and where do you ship from?

We are based in and distribute from the USA and we manufacture from China. 

When will I get my products? 

We take 1-2 business days to process your order. As of now, we only make shipments to the USA and those can take up to 10 working days. 

Are my information and payment method secure ?

Yes ! The payments are processed by the Shopify platform that has a standardized and very efficient set of security measures to prevent fraud (PCI DSS).

Can I cancel my order or change the shipping address?

You can try contacting our customer service and see if your order has been processed yet. Once the order is shipped, no modification can be made.

Do we accept returns?

We know you'll love your products, once you receive them, but on the off chance that you don't, you will have 14 days to return them for exchange. If you receive a faulty or damaged item we will happily replace your item and process a reshipment of the same item at no extra cost. We do not provide refunds in this case.

Marked as delivered, but can't locate package?

If your order has been marked as delivered but you cannot locate it please contact your local delivery service immediately. It is your responsibility to file a report with your local delivery service in this circumstance.

We do not process refunds for orders missing and marked as delivered.

Exchange policy

We’re extremely confident that you’ll love our products once you receive them. we want to make sure that you to have that same confidence in our products, even before trying them.

That’s why we offer easy 14 day returns.

Please follow these steps:

1. Let us know - just email us at info@galenejewelry.com with your order number, your reason for the return, and if you’d like a refund or store credit, for another order. 

2. Mail the item back within 14 days of purchase, in its original condition (unworn, unwashed, unsoiled, with all tags attached), at your cost.

3. We’ll check that’s all as it should be, and we’ll process the refund immediately (excluding return shipping costs) via your original payment method.

Please note we can’t offer refunds on sale or discounted items, but we are happy to offer an exchange or issue a store credit. 

Order cancellation policy

Please be aware that all sales are final. 

Unfortunately, we cannot cancel orders or process refunds for change of mind once they have been fulfilled. 

 

What about customs ?

We are not responsible for any customs fee once the items have shipped, but don't worry, you most likely will not have any customs to pay. By purchasing our products, you consent that one or more packages may be shipped to you and may get customs fee when they arrive at your country, however with experience, we will always try our best to pack the item as disclosed as possible.

Q: How should I care for my jewelry?
A: To care for your jewelry, keep it away from harsh chemicals, such as perfume and cleaning agents. Store it in a dry, clean place, preferably in the soft pouch provided with your purchase to prevent scratches. Regularly clean your jewelry with a gentle cleaner or warm soapy water, and avoid exposing it to excessive heat or direct sunlight.

Q: Can I wear jewelry while swimming or showering?
A: It's generally recommended to avoid wearing jewelry while swimming or showering, as exposure to chlorine, saltwater, and soaps can damage certain gemstones, metals, or delicate components. Additionally, water can make your jewelry more prone to slipping off or getting lost.

Q: What is the best way to clean my jewelry at home?
A: The best way to clean your jewelry at home is to use a mild solution of warm water and a gentle soap. Soak your jewelry for a few minutes, then gently wipe it with a soft cloth. Rinse it thoroughly and pat dry with a soft cloth. 

Q: Can I wear jewelry in the pool or hot tub?
A: It's generally not recommended to wear jewelry in the pool or hot tub. Chlorine, excessive heat, and other chemicals used in these environments can damage certain metals and gemstones, causing them to lose their luster or even discolor. To be safe, it's best to remove your jewelry before entering such facilities.

Q: How can I prevent my jewelry from tarnishing?
A: To prevent tarnishing, store your jewelry in soft microfiber pouch we provide with each item or a jewelry box with anti-tarnish lining. Avoid exposing your jewelry to air and moisture for extended periods. 

Q: Can I wear jewelry while exercising or playing sports?
A: It's generally advisable to remove your jewelry while exercising or playing sports. As sweat and excessive movement can increase the chances of jewelry getting damaged.