FAQ

Available payment methods are shown securely at checkout and may vary by country. Major card and express-payment options can be enabled as they become available.

Yes. The website uses SSL encryption, and payment details are handled by the selected payment provider rather than stored directly by SoulGem.

Enter your code in the coupon field shown in the cart or checkout. If a creator discount was attached automatically, it will already appear in your order summary.

Check that your billing details match your bank records, then try again or use another available method. If the problem continues, contact your bank or our support team.

The countries currently available for delivery are shown at checkout. Enter your address to confirm whether shipping is available to your location.

The latest production and delivery estimate is shown on the product page or during checkout. Personalized and made-to-order pieces may need additional processing time.

Once your package ships, a tracking link will be sent to the email used for your order. Tracking can take a short time to update after the label is created.

Any applicable taxes, duties, or shipping charges will be displayed during checkout whenever the payment and shipping services provide that information.

Contact our support team with your order number and the reason for the return. We will confirm eligibility and provide the next steps.

Personalized and engraved items are generally final sale unless they arrive damaged, defective, or different from the approved customization.

Approved refunds are issued after the returned item is received and inspected. Your bank or payment provider may need additional time to post the funds.

Photograph the item and packaging and contact us as soon as possible with your order number. We will review the issue and arrange an appropriate solution.

Each product page will identify the gemstone type and any relevant treatment or lab-grown status. Please use the product description as the source for the exact piece.

Natural stones can vary in color, pattern, inclusions, and transparency. Lighting and screen settings can also affect how colors appear online.

Keep jewelry dry and store pieces separately. Avoid perfume, household chemicals, pools, and rough impact. Clean gently with a soft, dry cloth.

The base metal, plating, and finish are listed on each product page. Check those details before ordering if you have sensitivities or specific material requirements.

Available engraving, message-card, size, color, and other options are shown directly on eligible product pages.

Your selected customization will be shown in the cart, checkout, confirmation email, and order details. Review spelling and symbols carefully before paying.

Contact us immediately. Changes are only possible before production begins and cannot be guaranteed once the item has entered fulfillment.

They are made specifically for one customer and cannot normally be restocked. This does not remove your rights if the item is defective or made incorrectly.

A confirmation email is sent after checkout. If you cannot find it, check your spam folder and confirm that the payment was completed.

Contact support as soon as possible. Changes depend on the order status and may not be possible after production or warehouse processing begins.

Unless a promotion states otherwise, only one discount is applied to an order. The checkout total will show which offer is active.

A creator link or subdomain may attach the creator attribution and available offer automatically, so the customer does not need to type a code manually.

Warranty terms depend on the item and will be stated in the published warranty policy. Normal wear, accidental damage, and improper care are generally not manufacturing defects.

Send your order number, a clear description of the issue, and well-lit photos or video showing the item and affected area.

Repair availability depends on the design, materials, and type of damage. Contact support with photos so the team can advise you.

Store each piece in a clean, dry pouch or box away from direct sunlight and humidity. Keeping pieces separate helps prevent scratching and tangling.

Yes. Use the recipient’s shipping address during checkout and review it carefully before completing the order.

Eligible products can include a message-card option on the product page. The selected message will remain attached to the order for fulfillment.

Packing-document details depend on the final warehouse setup. Contact support before ordering if the package must not contain pricing.

Choose a product without sizing, use an adjustable option where available, or confirm the measurements with our product size guide before purchasing.