Frequently Asked Questions (FAQs)

About Our Products

• What materials are used in your jewellery? 
  Our jewellery collection is made from high-quality materials, including 14k and 18k yellow, white, and rose gold, as well as Sterling Silver. For an additional layer of customisation, we provide options for rose gold and yellow gold plating on our Sterling Silver pieces.
  
  We exclusively use natural coloured gemstones and diamonds, ensuring each piece showcases genuine beauty.

• How should I care for my jewellery? 
  To maintain the beauty and longevity of your jewelry, it is important to care for it properly. Regularly clean your pieces with a soft, lint-free cloth to remove any oils or dirt. Avoid exposing your jewelry to harsh chemicals, such as chlorine and cleaning agents, which can damage the metal and gemstones. Store your jewelry in a dry, cool place away from direct sunlight. For pieces with gemstones, it's also wise to avoid harsh impacts that could chip or dislodge the stones.

Ordering & Shipping

• How do I place an order? 
  You can place an order through The Little Jewel iOS app which is available on the Apple App Store. Once installed, you can browse the product catalog, select items to add to your cart, and then proceed to checkout. During checkout, you'll be asked to provide shipping information, choose a payment method, and confirm your order details before finalising the purchase.

• Do you have an Android app? 
  No. 
  
  

• What shipping options are available? 
  We offer a standard secure delivery service which is free of charge and has an estimated shipping time frame of 3-4 weeks for all our orders.
  
  Please note that this time frame includes the production of your made-to-order ring, as well as the transit time for delivery. We understand that waiting can be difficult, but rest assured that our skilled craftsmen will meticulously create your ring with the utmost care and attention to detail. Once your ring is ready for shipment, we will notify you with a tracking number so you can keep an eye on its journey to you.
  
  For some items, which are available immediately such as our ring size measuring tools we offer a free 3-4 day delivery option, or a premium  express shipping option.  
  

Returns & Exchanges

• What is your return policy? 
  You can find detailed information about our returns on our returns policy page found here: Returns Policy.

  We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

  In the unlikely event that you have an issue with your order and you would like to return your product for whatever reason - you must create a request via email before sending your products back to us.
  
  To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

• How can I initiate a return or exchange? 
  

  To start a return, please contact us at info@thelittlejewel.app and include your name, order number, and date of purchase in the email for us to locate your order. Once we have accepted your return and verified that it aligns with our returns and refunds policy found below, we will provide instructions on how and where to send back your items.
  
  You can start a return through The Little Jewel app by going to your orders and tapping the "Contact Us" button at the bottom of the page. We will pre-populate a draft email containing the above mentioned details for your convenience. Please feel free to add any additional details that explain the issue to help us understand better how we may be able to assist you. 
  
  If items are sent to us without a return request being made, there may be delays in processing the return, and any associated shipping fees will be the customer's responsibility to cover.
  
  We value your understanding and cooperation in our return process. If you have any questions or concerns about the return procedure, feel free to reach out to our customer care team, and we will be happy to assist you.
  
  In most cases we do not accept exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item you desire.

Payment Information

• What payment methods do you accept?
  

  We accept Visa, Mastercard, Maestro and American Express debit and credit cards. 
  
  We also accept the use of Digital Wallets such as Apple Pay, Shop Pay and Google Pay. 

Customer Support

• How can I contact customer support? 
  You may contact support by using our online form via the 'Contact Us' page or send an email to info@thelittlejewel.app.