Frequently Asked Questions
Shipping, Tracking & Delivery
Do you ship internationally?
Yes, we ship worldwide with the exception of just a few countries due to shipping restrictions. The countries we currently don’t ship to are as follows:
Philippines, Indonesia, Cuba, Iran, Sudan, Syria, Russia, and Ukraine.
How much does shipping cost?
You can benefit from free shipping on all orders over US$69.9. Otherwise, the shipping cost is US$6.
Please note: We sometimes run free shipping promotions store-wide during sale seasons, so please keep checking the store for more information.
How long will it take for my order to arrive?
Our customers usually receive their orders within 10-25 business days. Shipping times may vary for our international customers.
The total delivery time is split into two parts:
Processing time: 2-5 business days.
Standard shipping time: 10-20 business days.
At Spirit Gem Store, it is our aim to ship out every order as soon as possible and to notify you with your tracking number via email.
I have received a tracking number, however, it's not been updated?
Carrier system updates can take 2-3 business days from the shipment date to update, so please check your tracking after 2-3 business days again. If, even after this time you still can't track your order, you can contact us at firstname.lastname@example.org.
My order is for multiple items, will they arrive in one package?
For logistical reasons, we may decide to ship some of your items separately to help ensure that our customers will receive their items as quickly as possible.
My order is being sent by the carrier but I wasn't able to be at home to receive it, what should I do?
In this case, you will need to contact the carrier. In most cases, they will resend the package the next business day, however, on occasion, you might be asked to pick up the package at your local post office or access point.
I've not received my items yet, who should I message about it?
If you've not yet received your order within the expected shipping times, you can send us a message at email@example.com and we will look into the situation for you and get back to you as soon as possible. We are always willing to help our customers locate a package and ensure to keep you in the loop the whole way.
However, please make sure you've already contacted your local post office if your tracking number shows that the package has already arrived in your city.
My order is late to arrive, why is that?
Please make sure to check the shipping methods page to recheck the average shipping time for your specific country. It can occur that on some orders, there may be a delay to the delivery that was outside of our control. If the delivery date has passed, you can contact us at firstname.lastname@example.org and we'll be happy to check where your order is.
Shopping and Discounts
How do I place an order?
Placing an order from Spirit Gem Store is easy! Simply follow the steps below:
1. Select the product that you would like to buy.
2. Choose the correct color/size/variant/quantity that you would like. Pay special attention if you are shopping for necklaces or bracelets to the length of the item. When ready, select 'Add to cart' or 'Buy it Now'.
3. Confirm that all your details are correct and make sure you have added a correct shipping address. When you are ready, select 'Continue to payment'.
4. Enter your payment details. You can pay with all major credit/debit cards or with PayPal. When you are ready, select 'Pay Now'.
5. Wait for the 'Thank you' page to load and then wait for the order confirmation email to arrive in your inbox.
6. Wait 2-5 business days on average for the shipping confirmation email to arrive. This will contain your tracking number.
7. Wait for your package to arrive within a further 10-20 business days on average.
I attempted to add a discount code but it didn't work?
When attempting to use a discount code please check that you have copied the code correctly and click 'Apply', then the price will change in the cart. If the code you have is still not working, please email us at email@example.com.
Please also note that discount codes cannot be used together, only one discount code can be used per order at checkout.
How do I apply a discount code?
If you have a discount code, you can apply it at the checkout page. Make sure that your code has been copied correctly and pasted into the discount code box and then select 'Apply', this will then change the price according to the discount code. If you see an error message, you should check if the discount code is still valid. Please also note that discount codes cannot be combined together, only one discount code can be used at checkout of your order.
Can I alter my order after I've placed it?
If you would like to make some changes to the order such as changing the delivery address or the product type etc. this is usually something we can do but you must email us straight away after placing the order and include your order number to firstname.lastname@example.org.
How can I cancel my order?
If you would like to cancel your order, we would only be able to do so if your order has not yet begun being processed at our warehouse. We know our customers would like their orders processed as soon as possible and so the timeframe for cancelling an order is narrow for this reason. If you would like to cancel your order, you must email us at email@example.com as soon as you can after placing the order.
I entered an incorrect shipping address, what can I do?
Firstly, please check if the shipping address on the confirmation email is incorrect. If the product has not yet been shipped, then please don't worry. Simply send us an email to firstname.lastname@example.org with your order number and the correct shipping address within 24 hours of placing your order and we do our utmost to update your order.
If the product has already been shipped, unfortunately, we are unable to change the shipping address at this stage. You might be able to pick up the package at your local post office in this case, and we apologize for any inconvenience caused.
After I've placed my order, will I receive a confirmation email?
Yes, we will send you a confirmation email very shortly after placing your order. To make sure that the email goes into your main inbox, you can add email@example.com to your email contacts. If you have still not received your confirmation email you can email us at firstname.lastname@example.org.
Returns and Exchanges
How can I return my order?
Our refund and exchange policy lasts for 30 days. We appreciate the difficulties of choosing personal or gift items online, therefore it is our policy that all orders can be returned or exchanged for a full refund within 30 days, with proof of purchase. Refunds do not include shipping costs.
Please send the following things on an email to email@example.com in order for us to help you as soon as possible:
1. Your order number
2. A photo of the product
3. The name of the product
Please note: All sale items are final sale and cannot be returned.
I've received the item but it looks different from the picture on the website?
If you think the item is wrong, please take a picture of it and attach it to an email to firstname.lastname@example.org and we will review if the correct product was shipped for your order and get back to you as soon as possible.
I've received the item but it's broken, what can I do?
We're very sorry to hear that your item has arrived broken. In this case, please send us an email as soon as possible to email@example.com and make sure to include the following three things:
1. Your order number
2. A photo of the product
3. The name of the product
We will then get back to you as soon as possible to fix the problem.
I've checked my tracking and it shows it's being returned to sender?
If your tracking number is showing as the item is being returned to sender, please send an email as soon as possible to firstname.lastname@example.org and include your order number and tracking number in your email.
Payment, Billing and Fees
Which payment methods do you accept?
We accept payments via MasterCard, VISA, Credit card, Debit card, AMEX, and Apple Pay.
Pay With Credit/Debit Card
You can pay with your Credit/Debit card by selecting 'Pay with Credit/Debit card'. We use Stripe payment gateway which is a 100% safe and secure way to pay. Please note that Spirit Gem Store does not collect your credit/debit card number or personal information when you make payment. For questions regarding your transactions on our site, please consult your card-issuing bank for information. Please wait until you see the "Thank you" page, otherwise, your order will possibly become an abandoned checkout.
Am I able to get a price adjustment on an item?
As we are a jewelry retail business, our prices in our store may change in response to current trends, stock levels, and demand from our customers. As a result, we are not able to refund the difference.
How come the price changed at checkout?
The prices displayed in our store refer only to the price of the products. When checking out, products in your cart may be subject to a delivery fee that will be added to the total purchase price accordingly. If the price difference is much higher than you anticipated, you can send us an email to email@example.com and we will do our best to help.
Will I have to pay import taxes/duties on an interntational order?
We do our very utmost to ensure that you won't have to pay import or customs taxes on your order, however, sometimes this is outside of our control.
If you are being asked to pay additional taxes/duties, unfortunately, you are responsible for the payment. Spirit Gem Store is not able to advise what if any taxes/duties may be applied to international shipments. We are therefore not responsible for any taxes/duties that may be applied to your package.
If you would like to find out more accurate information regarding any possible import taxes/duties, we suggest that you get in touch with your local customs office to find out if there might be any unexpected charges at your end before placing the order with us.
Will sales tax be applied to my order?
Sales tax is a tax charged on the supply of goods and services. You may also know it as GST or VAT, depending on where you live. Unfortunately, Spirit Gem Store has no control over the tax rates of different countries. Sales tax is automatically applied to your order in accordance with individual state codes and regulations.
My payment was declined on checkout, what can I do?
If you are experiencing issues when making a payment on checkout, please double-check and follow our guide below.
If receiving an error message
Please make sure you have input the correct details. If all details are correct, please contact your bank to ensure that there are no problems with the card you're using. If the above is no problem, please contact us at firstname.lastname@example.org to submit the details and we will investigate the issue further.
To help us solve the issue for you, please include as many of the following details as possible.
What operating system are you using when placing the order (e.g. iOS, Android, Windows Vista, Mac OS X).
What Internet Browser you are using (e.g. Internet Explorer 8, Firefox, Safari, Chrome).
What payment method you were trying to use (e.g. PayPal, Visa).
A description of the problem and what time the problem occurred at.
If you get an error message, please include it exactly in your email message to us.
If your credit or debit card was declined, please check the following things:
1. Card expiry date.
2. If your card billing address is different from the billing address you included on checkout.
3. If the above doesn't help, your Credit Card Company or bank will have more information. If using PayPal, please contact PayPal directly if your payment was declined. Thank you.
Product Care Instructions
What are the best ways to take care of my new jewelry?
Due to the delicate nature of jewelry, any damage caused by wear and tear will not be replaced.
Please follow these simple guidelines below to ensure your jewelry will not get damaged and to reduce wear and tear from occurring.
1. Always keep it dry: Getting jewelry wet is never a good thing. It can lead to cracks, a lack of shine, and water stains. Therefore, it's recommended to always remove your jewelry before swimming, taking a shower or bathing or cleaning with household chemicals.
2. Keep it away from strong, harmful chemicals: This might seem obvious, but you can find harmful chemicals in lotions, perfumes and hairspray. Keep your jewelry away from all of these products.
3. Put it on last: To avoid chemicals, put your jewelry on last and take it off first. It sounds a very simple tip, but it's very effective!
4. Do not expose any leather jewelry to water or any form of moisture, and always make sure your plated jewelry is dry prior to storing it away. Moisture leads to unwanted natural tarnish.
5. Know when to take it off: Most people know to take their jewelry off before they go to bed, but quite often can forget to remove it when swimming, gardening, cleaning and playing sports. All of these activities can damage your jewelry.
How can I clean my bracelet?
Best cleaning steps for wood beads:
Firstly, only wash your wood beads when necessary. Wash them by hand with just warm water or a small amount of liquid dish soap if necessary. Pat it dry and hang it out for further drying.
It is possible to re-oil your bodhi seed beads, and you can add a fragrance if you wish. Rub a small amount of organic walnut oil, beeswax, or mineral oil in your hand along with an optional essential oil and then rub it into your wood/seed seeds thoroughly for best results.
If you live in a very dry climate this may need to be done every few months to maintain the beads' condition but otherwise once a year may be sufficient. Over time your natural beads will darken. This is a normal process and can't be helped.
Best cleaning steps for gemstone bracelets:
Firstly, clean your bracelet with warm water only and do not use any detergent.
If there is any discoloration or build up on the beads of your bracelet, clean it with a soft cloth before using only warm water on it.
To clean the beaded bracelets, scrub them gently with a soft cloth and dry them softly with a dry cloth.
Finally, polish the metal-plated beads with a clean, soft cloth.