Frequently Asked Questions
Returns & Refunds
Q: Can I return an item?
A: Yes! We accept returns for all non-handmade pieces within 14 days of delivery. Items must be in the same condition that you first received, not worn or damaged, and in its original packaging. Return shipping is not covered unless the item arrives damaged. To start a return, please contact us at violainejewelries@gmail.com. Once received and inspected, we’ll issue your refund. Please contact us before sending anything back — items returned without prior notice won’t be accepted. We’re a small business doing our best to give you a precious experience — thank you for your patience and understanding.
Q: Can I return a handmade item?
A: All handmade pieces are made-to-order and created specifically just for you. Due to the personal and custom nature of these pieces, handmade items are not eligible for return or exchange. Each product page will clearly indicate if an item is handmade.
Shipping
Q: How fast do you ship?
A: For in-stock items, we ship within 2–4 business days after receiving your order. You’ll receive a confirmation email with tracking once your package is on its way. If any unexpected delays arise, we’ll do our best to notify you in advance.
If your order includes pre-order items, shipping will take longer — see the Pre-orders section below.
Q: Do you offer free shipping?
A: We offer free standard shipping on all U.S. mainland orders over $40. For orders under $40, a flat shipping fee will apply at checkout.
Q: Do you ship internationally?
A: Not yet — we currently ship only within the U.S. We’re growing and hope to share Violaine beauty worldwide soon!
Damaged or Lost Items
Q: What if my item arrives damaged?
A: Please email us at violainejewelries@gmail.com within 3 days with photos of the damage and packaging. We’ll cover return shipping and offer a refund or replacement. If you’re unable to inspect your package right away (e.g., you're traveling or it was a gift), just reach out as soon as possible — we’ll do our best to help.
Q: What if my package gets lost?
A: We’ll contact the delivery carrier to confirm the issue. If confirmed lost, we’ll fully refund your order.
Pre-orders
Q: What is a pre-order?
A: Pre-orders let you reserve special items before they’re fully ready — either handcrafted or sourced just for you.
Q: How long will it take to ship?
A:
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Handmade crystal bracelets: Usually ship within 1–2 weeks.
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Other pre-orders: Typically ship in 3–5 weeks, though some may take longer. We’ll keep you posted if delays happen!
Q: Can I cancel a pre-order?
A: Yes — you can cancel within 24 hours of placing your order. After that, we start working on your piece or securing materials, so it can’t be canceled.
Q: What if I order in-stock and pre-order items together?
A: To reduce waste and costs, we usually ship everything together once all items are ready. But if you want in-stock items sooner, just email us — we’re happy to help (additional shipping fees may apply).
Materials
Q: What materials are your products made of?
A: We offer pieces made from a range of materials, including 925 sterling silver, 999 fine silver, gold- and silver-plated metals, cubic zirconia, natural crystals & gemstones, and freshwater pearls. Each product listing includes a material breakdown so you can shop with confidence. If you have skin sensitivities, we recommend sticking to our genuine silver selections and avoiding moisture and perfumes for plated styles.
Q: What if I have metal allergies?
A: Some of our jewelry contains plated base metals like copper or alloy. If you have sensitive skin or known allergies, we recommend choosing pieces marked 925 sterling silver or 999 fine silver for best comfort.
Q: Are all your pieces solid silver or gold?
A: No — many of our designs are made with plated metals (such as copper, bronze, or alloy). We clearly list the material for every product. Pieces that are solid 925 sterling silver or 999 fine silver will be labeled as such, and some may feature stamped markings. If you’re looking for solid silver or gold jewelry, our Heirloom Edition is thoughtfully curated to meet that desire.
Jewelry Care
Q: How do I take care of my jewelry?
A: To help your pieces last longer, we recommend storing them in a dry, cool place — ideally in a pouch or box, away from direct sunlight and moisture. Gently wipe your jewelry with a soft cloth after each wear to remove oils or residue.
Q: Can I wear your jewelry in the shower or while swimming?
A: We suggest avoiding water exposure for all jewelry, especially plated pieces. Water, soaps, and chemicals can dull finishes or cause fading over time. For 925/999 silver, occasional water contact is okay, but regular exposure can still lead to tarnishing.
Q: Will your jewelry tarnish or fade?
A: Plated jewelry may fade or tarnish over time depending on skin pH, exposure to water, and care. Sterling silver (925) and fine silver (999) can naturally tarnish, but it’s easily polished back to shine with a silver cloth. Tarnishing is normal and reversible!
Q: How can I clean my jewelry at home?
A: Use a soft, dry cloth to gently clean your pieces. For sterling or fine silver, a silver polishing cloth works best. Avoid harsh chemicals, ultrasonic cleaners, and abrasive surfaces, especially for pearl or enamel accents.
Q: Can I wear your jewelry every day?
A: Yes — but for plated pieces, we recommend rotating your favorites and giving them rest days to preserve their finish. For solid silver items, daily wear is fine with regular care.