Questions & Answers
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CONTACT INFORMATION
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Shopping Information
1. Are the stones natural?
Yes, all our stones are 100% natural. Some stones may be cut or polished to enhance their appearance, but no artificial materials are used unless clearly mentioned.
2. Will I receive the exact stone shown in the pictures?
Yes, you will receive the exact stone shown in the images, unless stated otherwise. We photograph each stone individually.
3. How are the stones packed for shipping?
All stones are carefully packed using protective materials to ensure they arrive safely and in perfect condition.
4. Do you ship internationally?
Yes, we offer both domestic and international shipping. Shipping options depend on your location and how fast you need your order.
5. How long does shipping take?
Delivery time depends on the shipping method selected at checkout. Standard shipping takes longer, while express options are available for faster delivery.
6. Are there any additional customs or import charges?
International orders may be subject to customs duties or import taxes, which are the responsibility of the buyer.
7. Can I return or exchange a stone?
Yes, returns or exchanges are accepted if the item is returned in its original condition and packaging. Shipping charges will be deducted for returns.
8. What if my stone arrives damaged?
If your item arrives damaged, please contact us immediately with clear photos so we can assist you promptly.
9. How do I know the size and weight of the stone?
Each product listing includes accurate details about size, weight, and other specifications.
10. How can I contact you for more information?
You can reach us through our website contact form or customer support email for any questions or special requests.
Payment Information
1. What payment methods do you accept?
We accept major credit and debit cards, bank transfers, and other secure online payment methods available at checkout.
2. Is my payment information secure?
Yes, all payments are processed through secure, encrypted payment gateways to protect your personal and financial information.
3. Can I pay in a different currency?
Prices are displayed in the selected store currency. Currency conversion may apply depending on your bank or payment provider.
4. When will my payment be charged?
Your payment is charged immediately once your order is successfully placed.
5. Will I receive a payment confirmation?
Yes, you will receive an order and payment confirmation email after completing your purchase.
6. What should I do if my payment fails?
If your payment fails, please try again or use a different payment method. You may also contact your bank or our support team for assistance.
7. Are taxes or additional fees included in the price?
Taxes, duties, or additional fees are not included unless clearly stated and may apply depending on your location.
8. Can I get a refund?
Refunds are processed after the returned item is received and inspected in its original condition. Shipping charges are non-refundable.
Orders and Returns
1. How do I place an order?
You can place an order directly through our website by selecting your desired item and completing the checkout process.
2. Can I change or cancel my order after placing it?
Orders can only be changed or canceled before they are shipped. Once dispatched, changes or cancellations are not possible.
3. How can I track my order?
Once your order is shipped, you will receive a tracking number via email to monitor your shipment.
4. What is your return policy?
Returns are accepted if the item is returned in its original condition and packaging. Requests must be made within the specified return period.
5. Are shipping charges refundable?
No, shipping charges are non-refundable and will be deducted from the refund amount.
6. How long does it take to process a return?
After we receive and inspect the returned item, refunds or exchanges are processed within a few business days.
7. What if I receive the wrong or damaged item?
If you receive an incorrect or damaged item, please contact us immediately with clear photos so we can resolve the issue quickly.
8. Can I exchange my order?
Yes, exchanges are available, subject to product availability. The item must be returned in original condition.