EveStella FAQ - Orders, Returns, Shipping, and More!

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Please browse the sections below to find the information you need. If you can’t locate what you’re looking for or have further questions, don’t hesitate to reach out to us. We're committed to providing assistance whenever you need it!

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Last updated: May 2024

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1. Ordering

What payment methods do you accept?

At EveStella Jewelry, we accept a variety of payment options to make your shopping experience convenient. You can pay using Visa, Mastercard, American Express, Discover, and Diners Club debit and credit cards. These options ensure that you can choose the most suitable payment method for your purchase.

Can I modify or cancel my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

When will I be charged?

For both credit card and PayPal payments, charges are processed at the time of placing your order.

Is the credit card information I submit secure?

Yes, we take the security of your payment information seriously. Your credit card information is encrypted and securely processed to ensure your privacy and protection.

Where can I enter a promo code?

To apply a promo code, simply enter it on the checkout page when prompted. Please note that promo codes cannot be applied to previous orders, and only one promo code can be used per order. Be sure to review the terms and conditions of the promotion for any exclusions.

Will I be charged duty/tax fees if I ship outside of the U.S.?

Yes, international orders may be subject to duty and tax fees. Please contact your country's customs office for more information on potential fees.

Do you offer gift wrap?

All EveStella Jewelry items come packaged in a pouch with a meaning card. Additionally, we offer optional gift wrapping. Simply select the "is this a gift?" option on the product page to add gift wrapping and include a personalized gift message. Please note that gift wrapping and messages cannot be added after purchase and must be selected during the ordering process.

How can I check the status of my order?

If you have an EveStella Jewelry account, you can log in and view your order status under "My Orders" in the account menu. If you haven't created an account, you can do so using the same email address used to place the order. Additionally, we send order confirmation and shipment confirmation emails to the email address provided at checkout. If you're unable to locate these emails, please check your spam/junk folder. For further assistance, you can also email us at info@EveStella.com.

2. Shipping

Domestic Shipping

Process time

All orders are typically processed within 2 business days from the time they are received, excluding major holidays. During sale periods and new drops, processing may experience slight delays. Please note that shipping time is applied after the order has been processed.

For custom items, we need 7 business days for production. If your oder contains custom items, please expect longer process time.

Shipping time

For domestic deliveries, USPS standard shipping usually takes approximately 5-10 business days. Expedited shipping options are available at checkout. We offer FREE shipping for all US orders totaling $69 or more, with occasional lower order requirements during promotions.

International Shipping

Process time

International orders are processed within 2 business days from the time the order is received, excluding major holidays. Shipping time is applied after processing. We ship worldwide.

For custom items, we need 7 business days for production. If your oder contains custom items, please expect longer process time.

Shipping time

Standard international shipping typically takes around 7-21 business days for delivery. Expedited shipping options are available at checkout. Please note that if billing and shipping addresses are provided in a language other than English, your order may be subject to delay or cancellation.

Will I be charged duty/tax fees?

All international orders are subject to additional shipping charges based on the end country's taxes, tariffs and duties. These fees are not associated with EveStella Jewelry and are to be paid by the recipient upon delivery.

Lost or stolen packages

If a package is lost or damaged in transit, please file a claim within 20 days of the last shipping update. After 20 days, the request will be denied.

3. Return & Exchange

How do I submit a return request?

To initiate a return, please email us at Info@EveStella.com and provide details about the reason for the return along with pictures or videos showing the condition of the product. Please note that returns for reasons other than quality issues will incur shipping costs covered by the customer.

What are the conditions for initiating a return?

Returns must be initiated by the customer within 30 days of the delivery date. The item(s) must be unworn, unaltered, and undamaged, with all original packaging included. Failure to include the original packaging may result in cancellation of the return request.

How much is the return fee, and when will I receive my refund?

All returns require authorization and must be mailed back within 14 days of receiving authorization. Return shipping costs are the responsibility of the customer. Refunds will be processed within 5-7 working days after the returned item(s) have been inspected and approved.

Are there any items that cannot be returned?

Returns cannot be processed for sale items, customized items, and mystery items. These are final sales and cannot be returned or exchanged.

Shipping and handling costs are not refundable.

4. Jewelry

What materials are used in your collection?

All of our jewelry is crafted from quality precious metals, including sterling silver, gold vermeil, rose gold vermeil, gold filled, and rhodium plated brass. We also use freshwater pearls, as well as precious and semi-precious stones in our designs.

What is your base metals?

Gold Plated, Rose Gold Plated, and Rhodium Plated: These pieces have a brass base.

Gold Vermeil and Rose Gold Vermeil: These pieces feature a sterling silver base.

Gold Filled: Comprising a solid thick layer of gold (14K or 18K gold) bonded to a base metal.

Do you use real gemstones?

At EveStella Jewelry, we are committed to sourcing the highest quality, authentic gemstones to create pieces that are both beautiful and meaningful. Our collection features genuine healing gemstones, each exhibiting unique variations in color, pattern, and texture. We believe these natural variations add a special touch to your jewelry, making each piece as unique as you are.

How do I care for my jewelry?

Proper care ensures your EveStella Jewelry lasts a lifetime. Here are some guidelines:

Sterling Silver Care: Sterling silver jewelry can withstand everyday wear and tear. Regular use reduces the need for extensive care. While silver may tarnish when exposed to salt, air, and sulfur-containing products, we offer cleaning services for your convenience.

Gold Filled / Gold/Rose Gold Vermeil / Gold/Rose Gold/Rhodium Plated: To maintain the luster of your jewelry, remove it before showering, exercising, or swimming. Avoid contact with perfumes, lotions, and hair products as they can cause tarnishing. Harsh chemicals and polishing cloths can affect the finish, so store your jewelry in a dust bag or sealed plastic bag.

Piercing Style Earrings: Our earrings feature surgical steel posts and ball backings, suitable for mild skin sensitivity. However, please note that the pendant, plated with 18k gold, rose gold, or rhodium over brass, may cause slight irritation for those with moderate or very sensitive skin. Remove earrings before activities such as showering, swimming, or working out.

Solid Gold: 10k and 14k solid gold jewelry is highly durable and resistant to oxidation and discoloration. Its subtle hue is maintained through regular care. To keep your 14k solid gold pieces looking their best, gently scrub with a toothbrush and warm water.

Do you offer repairs?

We do offer repairs for items that have been purchased within 60 days. Shipping charges not covered. Contact info@EveStella.com for more details. Repairs and cleaning services after 60 days of purchase are available. Please contact us for an assessment and we will send you a free estimate.

What is your warranty policy?

We provide a warranty for damaged items within 60 days of delivery. After 60 days, a repair fee applies. Warranty does not apply to sale items. To request a warranty repair or for more information, please email us with your order number and supplemental photos. Please note that return shipping is the customer's responsibility.

5. Others

What are EveStella's business hours?

EveStella is open for online shopping 24/7! Our regular business hours for shipping and customer service inquiries are from Monday to Friday, 10am to 6pm PT (Pacific Timezone). Please note that we are closed on all major U.S. federal holidays.

How can I contact customer support?

Email: Send us your queries at info@evestella.com. We aim to respond to all emails within 48 hours.

Contact Form: Feel free to use the contact form available on this page to get in touch. We’ll make sure to reply as quickly as possible.

Live Chat: For immediate assistance, our online chat function is available. Just click the chat icon on the bottom right of the screen to start a conversation with one of our support team members.