Frequently Asked Questions (FAQ)
Welcome to the Deki Jewels FAQ page! We want to make your shopping experience as smooth and enjoyable as possible. Below you’ll find answers to the most commonly asked questions. If you don’t see your question here, feel free to reach out to us at info@dekijewels.com or call +1 415-864-2144.
1. Ordering & Payment
Q: How can I place an order?
A: Simply browse our collections, select your desired items, add them to your cart, and proceed to checkout. Follow the prompts to enter your shipping and payment details to complete your purchase.
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, American Express, Discover, Apple Pay, Google Pay, and PayPal (if enabled). All payments are processed securely through Shopify Payments.
Q: Is it safe to use my credit card on your site?
A: Absolutely. Our website uses SSL encryption and Shopify Payments’ PCI-compliant gateway to ensure all your financial information is protected.
Q: Can I cancel or change my order after placing it?
A: Orders are processed quickly to ensure timely shipping. If you need to cancel or modify your order, please contact us immediately at info@dekijewels.com. We will do our best to assist you but cannot guarantee changes once processing begins.
2. Shipping
Q: How long does shipping take?
A: We ship all orders within 1–2 business days, and delivery typically takes 5 to 7 business days after shipping. You will receive a tracking number once your order has been dispatched.
Q: How much does shipping cost?
A: Shipping is free on all orders over $100. For orders under $100, a flat shipping fee of $5 applies.
Q: Do you ship internationally?
A: Currently, we only ship within the United States.
3. Returns & Refunds
Q: What is your return policy?
A: We accept returns within 14 days of delivery only for damaged or incorrect items. Please contact us immediately if you receive a defective or wrong product.
Q: Can I return an item if I change my mind?
A: Unfortunately, we do not accept returns or exchanges for change of mind, sizing issues, or other reasons beyond product damage or error.
Q: How long does a refund take?
A: Refunds are processed within 7 business days after we receive and inspect the returned item. Refunds are issued back to the original payment method.
4. Product Information
Q: Are your jewelry pieces hypoallergenic?
A: Our pieces are made using high-quality materials like sterling silver and gold-plated metals designed to minimize allergic reactions. However, if you have a known metal allergy, please review product descriptions carefully or consult a dermatologist.
Q: How do I care for my jewelry?
A: To keep your jewelry looking its best, avoid exposure to water, perfumes, lotions, and harsh chemicals. Store items in a dry place, preferably in a jewelry box or pouch. Clean gently with a soft cloth.
Q: Are your gemstones natural or synthetic?
A: We use a mix of natural and high-quality synthetic stones. Each product description specifies the type of stones used.
5. Account & Privacy
Q: Do I need an account to shop?
A: No, you can checkout as a guest. Creating an account allows you to track orders and save your shipping details for future purchases.
Q: How do you protect my personal information?
A: We take your privacy seriously. All personal data is handled according to our Privacy Policy and protected with industry-standard security measures.
6. Customer Support
Q: How can I contact customer service?
A: You can reach us via email at info@dekijewels.com or by phone at +1 415-864-2144. Our team is available Monday to Friday, 9 AM to 5 PM PST.
Q: What if I have a problem with my order?
A: Please contact us right away. We are committed to resolving any issues promptly and to your satisfaction.
7. Other
Q: Do you offer gift wrapping?
A: Currently, we do not offer gift wrapping but all orders are packaged securely and elegantly.
Q: Can I purchase a gift card?
A: Yes! Gift cards will be available soon. Stay tuned by subscribing to our newsletter.
Thank you for choosing Deki Jewels. We appreciate your business and are here to assist you every step of the way!
