All Your Questions Answered! 🤔💭
🛒 ORDERING & SHOPPING
Q: Do I need to create an account to shop? A: Nope! You can totally check out as a guest. BUT creating an account gets you perks like order tracking, wishlist saving, exclusive member discounts, and faster checkout next time! Plus it’s free and takes like 30 seconds 😊
Q: How do I know what size to order? A: Great question! Check out our size guides on each product page. For rings, we have a printable size guide (or use the old “measure a ring that fits” trick). For necklaces, we show actual length photos. Still unsure? Hit us up – we love helping with sizing! 📏
Q: Can I change my order after placing it? A: Maybe! If you catch us within 24 hours AND we haven’t started packing yet, we might be able to help. Email support@trezoash.shop ASAP with your order number. After 24 hours though, you’ll need to wait for delivery and do a return/exchange.
Q: Do you restock sold-out items? A: Sometimes! Popular items usually come back, but limited edition pieces might be gone forever. Follow us on Instagram for restock alerts, or email us to get on the waitlist for specific items! 🔄
Q: Can I get a discount code? A: We love treating our customers! Sign up for emails for exclusive discount codes, follow us on social media for flash sales, and keep an eye out for holiday promotions. Pro tip: First-time customers often get special offers! 💸
Q: What if I ordered the wrong thing? A: Been there! As long as it’s unworn and in original packaging, you can return it within 30 days. Check our return policy for all the details. We’re pretty chill about returns! 😌
💳 PAYMENT & PRICING
Q: Why do some prices change? A: We run sales and promotions pretty regularly! Prices at checkout are always the final price you’ll pay. If you see a price drop after ordering, email us – we might be able to do something about it if it’s within 24 hours!
Q: Is it safe to use my credit card? A: 100%! We use bank-level encryption and never store your card info. Plus we’re PCI compliant (fancy security stuff). We also recommend PayPal for extra protection. Your info is safer with us than in your purse! 🔒
Q: What’s this “Buy Now, Pay Later” thing? A: Oh, you’re gonna love this! You can split your purchase into 4 interest-free payments with Klarna, Afterpay, or Sezzle. Perfect for those “I need this but payday isn’t until Friday” moments! Available on orders over $35. 💅
Q: Do you charge tax? A: Taxes depend on where you live and your local laws. Any applicable taxes will show up at checkout before you pay. We follow all the tax rules so you don’t have to worry about it!
Q: Why was my payment declined? A: Could be a few things: insufficient funds, incorrect billing info, or your bank being overprotective. Try again with correct info, or use a different payment method. PayPal usually works when cards don’t! If you’re still stuck, email us! 💳
Q: Can I use multiple discount codes? A: Just one code per order, but our system automatically applies whichever one saves you more money! We’re looking out for you like that 😉
📦 SHIPPING & DELIVERY
Q: How long does shipping really take? A: Honest answer? Processing takes 2-4 business days, then:
- Standard (most popular): 7-15 business days
- Fast: 5-10 business days
- Super Fast: 3-7 business days Peak seasons (holidays, Valentine’s) might add a few extra days. We ship from China, so it’s a bit of a journey! ✈️
Q: Can I track my order? A: Absolutely! You’ll get a tracking number within 24 hours of your order shipping. Track it on our website, the carrier’s site, or just email us for updates. We love giving package updates! 📱
Q: What if my package gets lost? A: Don’t panic! Email us immediately with your tracking info. We’ll investigate with the carrier and either get your package found or send a replacement. All orders are insured, so you’re covered either way! 🕵️♀️
Q: Can I change my shipping address? A: If we haven’t shipped yet, probably! Email us ASAP with your new address. Once it’s shipped though, you’ll need to contact the carrier directly or wait for it to be returned to us for reshipping.
Q: Do you ship to my state/country? A: We ship to all 50 US states! International shipping is limited right now, but we’re working on expanding. Follow us on social for updates about new shipping locations! 🌎
Q: What if I’m not home for delivery? A: Most packages under $200 can be left safely. For signature-required packages, the carrier will try multiple times or hold it at their facility for pickup. Check your tracking for specific delivery attempts! 🏠
Q: Why is shipping free sometimes and not others? A: Orders over $50 get free standard shipping! Under $50 is just $8.99. We’re not trying to make money on shipping – we just want to cover costs so we can keep jewelry prices low!
💎 PRODUCTS & QUALITY
Q: Is your jewelry real or fake? A: 100% real! Our sterling silver is genuine .925 silver, gold-plated pieces use real gold plating, and we clearly label what everything is made of. No fake stuff here – we value our reputation too much! ✨
Q: How long will gold-plated jewelry last? A: With proper care, 1-3 years easily! We use thick plating and quality base metals. Avoid water, perfume, and lotion to make it last longer. Even if it fades, it was probably cost-per-wear cheaper than your coffee habit! ☕
Q: Are your gemstones real? A: We carry both natural and synthetic stones – each product clearly states which it is. Natural stones come with certificates when appropriate. Synthetic doesn’t mean fake – it means lab-created with the same properties! 💎
Q: Will this jewelry turn my skin green? A: Our quality pieces shouldn’t! If you have super sensitive skin, stick to sterling silver or look for “hypoallergenic” in the description. If anything does cause a reaction, let us know – that’s not normal for our jewelry!
Q: How do I know if jewelry will look good on me? A: Check out customer photos in reviews, consider your skin tone and personal style, and don’t be afraid to try something new! Worst case, you can return it. Sometimes the best jewelry choices are the unexpected ones! 💫
Q: Do you have matching sets? A: Yes! Look for “matching available” on product pages, or browse our “Sets & Collections” section. We also love helping customers create custom coordinate looks – just ask! 👯♀️
🧼 JEWELRY CARE & MAINTENANCE
Q: How do I clean my jewelry? A: Depends on the material:
- Sterling silver: Polishing cloth or gentle silver cleaner
- Gold-plated: Soft cloth only, no chemicals
- Stones: Warm soapy water and soft brush
- General rule: Less is more with cleaning! 🧽
Q: Can I shower/swim with my jewelry? A: We don’t recommend it! Water, soap, chlorine, and sweat can damage plating and cause tarnishing. Take it off before getting wet and it’ll last way longer. Your jewelry will thank you! 🚿
Q: How should I store my jewelry? A: Separately! Each piece in its own pouch or compartment prevents scratching. Anti-tarnish strips help with silver. Avoid bathrooms (too humid) and direct sunlight. Basically, treat it like you spent good money on it! 📦
Q: What if my jewelry tarnishes? A: Some tarnishing is normal, especially with silver! Use appropriate cleaning methods for your jewelry type. If it tarnishes excessively soon after purchase, email us – that’s not typical for our quality standards.
Q: Can you repair broken jewelry? A: We don’t offer repair services, but we can recommend good local jewelers! If something breaks soon after purchase due to a manufacturing defect, contact us – it might be covered under our quality guarantee. 🔧
Q: Why did my chain break? A: Chain breaks can happen from snagging, pulling, or manufacturing defects. If it breaks within 30 days with normal wear, email us with photos – we’ll likely replace it. After that, it’s probably normal wear and tear.
🔄 RETURNS, EXCHANGES & REFUNDS
Q: What’s your return policy again? A: 30 days from delivery, unworn condition, original packaging. Free return shipping for defective items, you pay return shipping for “changed my mind” returns. Super simple process through your account or email us! 📅
Q: How long do refunds take? A: 3-7 business days after we receive and inspect your return. PayPal is fastest (1-3 days), credit cards take 3-5 days, debit cards 5-7 days. We email you when the refund is processed! 💰
Q: Can I exchange for a different size? A: Totally! Just start a return and let us know you want to exchange. We’ll walk you through it. If the new size is a different price, we’ll handle the difference. Size exchanges are super common! 📏
Q: What if I lost my receipt/order confirmation? A: No worries! Email us with the email address you used to order, or any other details you remember. We can look up your order and help you out. We’re good detectives! 🕵️♀️
Q: Can I return a gift someone gave me? A: Yes! If they ordered it from us, we can find the order and process the return. The refund will go back to whoever paid, or we can issue store credit to you instead. Gift returns are totally normal! 🎁
Q: Why can’t I return earrings? A: Health and hygiene regulations – once earrings have been tried on, we can’t resell them for safety reasons. This is pretty standard in the jewelry industry! But if they’re defective, we’ll absolutely replace them. 👂
Q: What counts as “worn” vs “tried on”? A: Tried on = putting it on to see how it looks (totally fine!). Worn = taking it out of the house, wearing it for hours, getting it dirty/scratched. Use common sense – if you wouldn’t sell it to a friend as “new,” it’s probably worn!
🎁 GIFTS & SPECIAL OCCASIONS
Q: Do you offer gift wrapping? A: Not yet, but it’s coming soon! Right now, everything comes in cute packaging that’s pretty gift-ready. You can also request a gift message in the order notes and we’ll include a handwritten note! 💌
Q: Can I send jewelry directly to someone else? A: Absolutely! Just put their address as the shipping address during checkout. We won’t include any pricing info in the package. Pro tip: put their phone number for delivery coordination!
Q: What are your most popular gift items? A: Great question! Our top gifts are:
- Delicate initial necklaces
- Birthstone pieces
- Classic pearl or CZ studs
- Friendship bracelets (but elevated!)
- Zodiac sign jewelry Email us for personalized gift recommendations! 🎯
Q: Do you have gift cards? A: Coming soon! For now, you can always buy something and gift the receipt, or coordinate with the recipient to pick out what they want. Sometimes the shopping experience together is the best gift! 💝
Q: What if they don’t like the gift? A: They can totally return or exchange it! Just include the order number or have them email us. Gift returns are super common and we’re used to handling them diplomatically. 😊
🔒 ACCOUNT & SECURITY
Q: Is my personal information safe? A: 100%! We use the same security standards as banks, never sell your info, and only share data with trusted partners (like shipping companies). We’re more protective of your info than you are of your Netflix password! 🛡️
Q: How do I unsubscribe from emails? A: Click the unsubscribe link at the bottom of any email – it’s instant! You’ll still get important order updates, but no more promotional emails. (Though you might miss some good sales!) 📧
Q: Can I delete my account? A: Yes! Email us at support@trezoash.shop and we’ll delete your account and data within 30 days. We’ll be sad to see you go though! 😢
Q: I forgot my password! A: Click “Forgot Password” on the login page and we’ll send you a reset link. Check your spam folder if you don’t see it! Password resets are super quick and easy. 🔑
🆘 CUSTOMER SERVICE
Q: How fast do you respond to emails? A: Usually within 4 hours during business hours, often much faster! Urgent issues get priority response within 1 hour. We actually check our email obsessively because we love helping customers! ⚡
Q: Can I call you? A: We’re primarily email and chat based for the fastest service, but phone support is available for urgent issues. Email us first and we’ll provide a phone number if needed! 📞
Q: Do you have customer service in other languages? A: English is our primary language, but we have team members who speak Spanish and can help with basic questions. For complex issues, we might need to use translation tools! 🌍
Q: What if I’m not happy with how my issue was handled? A: Email us! Ask to escalate to a supervisor or manager. We genuinely want to make things right and will work with you until you’re satisfied. Your happiness is literally our job! 💪
Still have questions? Email us at support@trezoash.shop – we love chatting with customers and no question is too weird or too simple! 💌✨
