Frequently asked questions
Secure Payment
How can I pay for my jewelry?
We gladly accept all major credit cards (i.e. Visa, Mastercard, etc.) or. We may also accept additional payment methods depending on which country you are shopping from. Any available payment methods will be displayed on our checkout page.(PAYPAL service)
Is your site safe and secure?
Great question. Our checkout page uses SSL, which ensures that all of your browsing and shopping data remains private.
What should I do if my payment doesn’t work?
We’re sorry for the trouble! First, make sure that your shipping and billing details are correct. If that doesn’t work, try contacting your bank about the payment. If you’re still having an issue, drop us a message and we’ll do our best to help!
Please note: If you want to pay via credit card and are using AMEX, you have to proceed tofirst, and then select the option "Pay with Credit or Debit Card" inside. If you need help with that, please contact our customer service.(PAYPAL service)
Can I use a discount code on a sale item?
Discount codes apply to most of our jewelry, with the exception of pieces currently on sale. Our sale items already have a larger discount than most of the codes ever available, which means you are getting the best possible deal on them!
Where do I enter my discount code?
During the first stage of checkout, look for a box beneath your order summary. Enter your code and click ‘apply,’ then watch the magic happen. Remember Moon Child, only one discount code can be used per order!
Shipping
What is Combined Shipping?
Combined shipping means that when you order items from both our made-to-order collection and our ready-to-ship selection, we will ship everything together.
This helps us reduce our carbon footprint and is part of our commitment to becoming a more climate-positive company.
Why Combine Shipments?
We combine shipments to support our climate-positive initiatives.
By shipping items together, we minimize packaging waste and reduce the carbon emissions associated with multiple deliveries.
Can I Get My Items Sooner?
If you need your ready-to-ship items sooner, please place a separate order for those products. By placing separate orders, you can receive your ready-to-ship items without waiting for the made-to-order items to be completed.
How long will it take for my jewelry to arrive?
Important information:
- Shipping times vary according to country, the information below should be used as a guideline/estimate.
NOTE: All shipping times do not account for any unforeseen delays on carrier site.
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FOR UNITED STATES:
In-Stock Products:
Standard Delivery: 3-8 Business Days
Express Shipping 2-3 Business Days
Made-To-Order Products:
Delivery: 8-16 Business Days
(NO EXPEDIT SHIPPING AVAILABLE)
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FOR ALL OTHER COUNTRIES:
We ship all international parcels with DHL Express or usps to get your piece to you as quickly as possible.
In-Stock Products:
Shipping: 3-13 Business Days
(NO EXPEDIT SHIPPING AVAILABLE)
Made-To-Order Products:
Delivery: 8-21 Business Days
(NO EXPEDIT SHIPPING AVAILABLE)
Please also note that due to Customs in Colombia and Mexico, shipments to these countries may experience delays.
How much does shipping cost?
We provide free logistics service
Can I track my jewelry's journey in the mail?
Absolutely! You'll be able to follow your new magical jewelry every step of the way.
Keep an eye on your email inbox. We'll send you a tracking number and tracking link. You can also send us a quick message and we'll be happy to track it for you.
For made-to-order items, please allow up to 3 business days until your tracking link shows updates.
Do you offer express delivery?
All our international parcels are shipped with DHL Express or usps to ensure your magical pieces get to you as fast as possible.
For deliveries to the US:
Express Shipping typically takes 2-3 business days (excluding weekends).
Please note that express shipping within the US is not applicable to:
Made-to-order items
- PO Boxes
- APO or FPO addresses
- US outlying islands
But, don't worry we are always working on ways to get your jewelry to you faster.
Looking for a last-minute gift? Explore our e-gift cards!
My tracking link doesn't show updates
For made-to-order items, pleaseallow up to 3 business daysuntil your tracking link shows updates.
How long will it take for my jewelry to arrive?
We're committed to sustainability. To minimize energy use and packaging waste, we wait until your entire order is ready before shipping. Rest assured, we will keep your in-stock items safe and reserved for you, even if they sell out online, until your entire order is ready to be sent.
Will I have to pay for international taxes and duties?
All international orders (any orders shipped outside the United States) will be subject to customs duties and taxes. Please note that for all countries taxes, duties and shipping costs are non-refundable.
UK, European Union, Norway, Mexico, Australia, New Zealand
Duties and taxes are already included in the final price of your order before completing payment. Due to country regulations there is no option to complete checkout without paying duties and taxes.
Canada
Duties are included in the final price of your order before completing payment. You have the option to either pay taxes during checkout or pay to the customs authority when the package arrives at the destination country. Taxes paid during checkout are guaranteed, this does not apply in case you decide to pay to customs authorities later. We are not responsible for any additional charges which may apply if you choose to pay taxes later.
All other countries
You have the option to either pay duties and taxes during checkout or pay to the customs authority when the package arrives at the destination country. Duties and taxes paid during checkout are guaranteed, this does not apply in case you decide to pay to customs authorities later. We are not responsible for any additional charges which may apply if you choose to pay taxes and duties later.
Ready-To-Ship
What is ready-to-ship?
Ready-to-ship items are products that are already made, in stock, and can be shipped out immediately.
What are the shipping times for ready-to-ship products?
FOR CUSTOMERS FROM THE UNITED STATES:-3-8 business days(NO EXPEDITED SHIPPING AVAILABLE)FOR ALL OTHER COUNTRIES:-3-13 business days
Returns & Exchanges
Can I return my jewelry?
Yes! We want you to be head over heels for your new jewelry. If you’re not 100% satisfied,we want to make things right. Please note:
1.For returns of starter kits, the entire kit must be returned as one unit for a hassle-free return.
How do I return my jewelry?
Just send us an email within30 days from the day you receive your parcelsaying you’d like a refund or exchange. Then, we’ll send you step-by-step instructions for returning your jewelry.
Kindly note that the return shipping fee is your responsibility. However, for exchanges, we are pleased to cover the shipping costs for the new item(s) sent to you once again.
When will I receive my refund?
As soon as we receive your returned item(s), we will initiate a refund of the purchase price of your items (excl. the shipping fee in case you paid for shipping).
Warranty
Do you offer a warranty?
Yes, of course.
Enjoy our complimentary 2 Year Warranty on all jewelry pieces in our entire collection.
Our warranty is applicable for all Shine Star jewelry.
Please also read our T&Cs for full details on our warranty.
What is covered under the warranty?
Our warranty is valid against any defects in our materials and/or workmanship. Our warranty does not include insurance against physical or accidental wear and/or damage happening outside of our normal returns and exchanges policy.
Our warranty doesn’t cover lost items, scratches that come with normal wear and tear outside of our normal returns and exchanges policy (like a bent ring or broken chain/thread), improper use or storage of your jewelry, improper care of your jewelry including contact with household chemicals, hygiene products like make-up or perfumes, discoloration of stones and nylon threads caused by water, chemicals, sweating, make-up, cooking, prongs wearing out, stones lost by everyday wear, natural inclusions and imperfections of stones and any modification to your jewelry done by a third party outside of Shine Star
Jewelry. Follow our in-depth care guide to keep your jewelry shining.
Please also read our T&Cs for full details on our warranty.
How do I make a warranty claim?
We are sorry to hear that your jewelry isn’t 100% perfect.
If you experience faults with your jewelry outside of our normal returns & exchanges policy we mention in aboves' section we’ll review your enquiry as a warranty claim. Please contact us at support@shinepearlstar.com
We will review your claim and inform you about the next steps.
Jewelry Maintenance
How to maintain?
Avoid using harsh chemicals or abrasive cleaners to clean your jewelry, as this can damage the gemstones.Using a jewelry polishing can instantly restore pearl luster, but it will not eliminate scratches.Polish sterling sliver and gold vermeil jewelry regularly to keep it looking shiny by using silver polishing cloth.Place it in a jewelry box to protect it from scratches.