Your Complete Guide to Shopping with Virelaev ��❓
��️ ORDERING & SHOPPING EXPERIENCE
Q: Do I need to create an account to shop? A: While you can checkout as a guest, creating an account unlocks amazing benefits! You’ll get faster checkout, order tracking, exclusive member pricing, early access to sales, wishlist functionality, and personalized recommendations. Plus, it’s completely free and takes less than a minute to set up.
Q: How do I know what size jewelry to order? A: We provide comprehensive sizing guides for every type of jewelry! For rings, use our printable ring sizer or measure an existing ring. For necklaces, we show actual length photos on models. For bracelets, we provide wrist measurement guides. Still unsure? Our customer service team offers free sizing consultations!
Q: Can I see how jewelry will look on me before ordering? A: Absolutely! We offer several ways to visualize our pieces: detailed product photos from multiple angles, customer review photos showing real people wearing the items, size comparison images, and our virtual try-on feature for select pieces. You can also email us photos for styling advice!
Q: What if I order the wrong item or change my mind? A: No worries! You can modify or cancel orders within 24 hours of placement (with a small 5% processing fee). After 24 hours, you can still return unworn items within 30 days. We want you to be completely happy with your purchase.
Q: Do you offer gift services? A: Yes! We love helping with gifts. We offer beautiful gift packaging (+$5), personalized gift messages, direct shipping to recipients, gift receipts without pricing information, and gift recommendations based on recipient preferences.
�� PAYMENT & PRICING
Q: What payment methods do you accept? A: We offer flexible payment options including all major credit cards (Visa, MasterCard, Amex, Discover), PayPal (recommended for buyer protection), Apple Pay and Google Pay for quick checkout, and Shop Pay installments to split payments into 4 interest-free installments.
Q: Is my payment information secure? A: Absolutely! We use bank-level 256-bit SSL encryption, are PCI DSS compliant, never store your credit card information, use secure payment gateways, and monitor all transactions for fraud. Your financial security is our top priority.
Q: Why do prices sometimes change? A: Our prices may fluctuate due to promotional sales, seasonal discounts, flash sales, or bulk pricing adjustments. However, once you place an order, your price is locked in – even if the item goes on sale afterward!
Q: Do you charge sales tax? A: Sales tax is calculated based on your shipping address and local regulations. Any applicable taxes will be clearly shown at checkout before you complete your purchase.
�� SHIPPING & DELIVERY
Q: How long does shipping really take? A: Here’s the honest timeline: 2-3 business days for processing, then shipping times vary:
- Standard (FREE over $75): 7-12 business days
- Express: 5-8 business days
- Priority: 3-5 business days Holiday seasons and customs processing can add a few extra days.
Q: Do you ship internationally? A: Currently, we ship to all 50 US states, including Alaska, Hawaii, and US territories. We’re actively expanding internationally – follow us on social media for updates about new shipping destinations!
Q: What if my package gets lost? A: Don’t panic! All packages are fully insured and tracked. If tracking shows your package is lost, contact us immediately. We’ll investigate with the carrier and either locate your package or send a replacement at no charge.
Q: Why do you ship from China? A: Shenzhen, China is the global jewelry manufacturing hub, allowing us to work directly with artisans and offer exceptional quality at affordable prices. By cutting out middlemen, we pass savings directly to you.
�� PRODUCTS & QUALITY
Q: Is your jewelry real or fashion jewelry? A: We offer both! Our sterling silver is genuine .925 silver, our gold-plated pieces use real gold plating over quality base metals, and we clearly label all materials. Every product description specifies exactly what you’re getting.
Q: How long will gold-plated jewelry last? A: With proper care, our gold-plated pieces typically maintain their beauty for 1-3 years of regular wear. We use thick plating (3+ microns) and quality base metals. To maximize lifespan: avoid water, perfume, and lotions.
Q: Are your gemstones real? A: We carry both natural and lab-created stones, and every product clearly states which type it is. Natural stones come with appropriate certifications when applicable. Lab-created doesn’t mean fake – these stones have the same properties as natural ones.
Q: Will your jewelry turn my skin green? A: Our quality pieces are designed not to cause skin discoloration. However, if you have very sensitive skin, stick to our sterling silver or hypoallergenic options. If any piece does cause a reaction, contact us for a replacement.
�� JEWELRY CARE & MAINTENANCE
Q: How should I clean my jewelry? A: Cleaning methods depend on the material:
- Sterling silver: Use a silver polishing cloth or gentle silver cleaner
- Gold-plated: Wipe with a soft, dry cloth after wearing
- Gemstones: Clean with warm soapy water and a soft brush
Q: Can I shower or swim while wearing my jewelry? A: We strongly recommend removing jewelry before water exposure. Water, soap, chlorine, and sweat can damage plating, cause tarnishing, and weaken settings.
Q: How should I store my jewelry? A: Store pieces separately in soft pouches or individual compartments to prevent scratching. Use anti-tarnish strips for silver pieces, avoid humid areas, and keep away from direct sunlight.
�� RETURNS, EXCHANGES & REFUNDS
Q: What’s your return policy? A: We offer a generous 30-day return window from delivery date. Items must be unworn and in original condition with all packaging. Free return shipping for defective items; customer pays return shipping for change-of-mind returns.
Q: How long do refunds take? A: After we receive and inspect your return (2-3 business days), refunds are processed within 5-7 business days. Timeline varies by payment method:
- PayPal: 1-3 business days
- Credit cards: 3-5 business days
- Debit cards: 5-10 business days
Q: What items can’t be returned? A: For health and hygiene reasons, earrings cannot be returned. Custom/personalized jewelry, items worn or damaged by the customer, items missing original packaging, and items returned after 30 days are also non-returnable.
Q: Can I exchange for a different size? A: Absolutely! Size exchanges are very common. Just start a return and let us know you want to exchange. If the new size is a different price, we’ll handle the price difference.
�� GIFTS & SPECIAL OCCASIONS
Q: Do you offer gift wrapping? A: Yes! We offer premium gift packaging for $5, which includes a beautiful gift box, satin ribbon, and personalized message card.
Q: Can I send jewelry directly to the gift recipient? A: Absolutely! Just enter their address as the shipping address during checkout. We can include a personalized gift message and won’t include any pricing information.
Q: What are your most popular gift items? A: Our top gift choices include delicate initial or birthstone necklaces, classic pearl or CZ stud earrings, infinity symbol pieces for romantic gifts, stackable rings and bracelets, and zodiac-themed jewelry.
Q: Do you offer gift cards? A: Yes! Digital gift cards are available in amounts from $25 to $500. They’re delivered instantly via email, never expire, and are perfect when you want to let someone choose their own perfect piece.
�� ACCOUNT & SECURITY
Q: Is my personal information secure? A: Absolutely! We use industry-standard security measures including SSL encryption, secure servers, and strict access controls. We never sell your personal information.
Q: How do I update my account information? A: Log into your account and visit the “Profile” or “Account Settings” section to update your information. Changes are saved automatically.
Q: I forgot my password – how do I reset it? A: Click “Forgot Password” on the login page and enter your email address. We’ll send you a password reset link immediately.
�� CUSTOMER SERVICE
Q: How quickly do you respond to customer service inquiries? A: We aim to respond to all emails within 6-12 hours during business days, with urgent issues getting priority response within 2-4 hours.
Q: What if I’m not satisfied with how my issue was handled? A: Your satisfaction is our priority! If you’re not happy with the initial resolution, ask to escalate to a supervisor or manager. We’ll work with you until we find a solution that makes you completely satisfied.
Still have questions? Contact us at support@virelaev.shop – we genuinely love helping our customers! ��✨