FAQs

📦 Orders & Shipping

Q: How long does order processing take?
A: Most orders are processed within 1–3 business days.
During peak seasons, processing may take slightly longer.

Q: What are the shipping times?
A:

  • U.S. delivery: Estimated 5–12 business days depending on destination and carrier.

  • International orders: Delivery times vary by country.

You will receive a tracking number as soon as your order ships.

Q: Do you offer express or expedited shipping?
A: Express options may be available at checkout depending on your location.
Shipping speed and availability are determined by the carrier.

Q: My order says “Delivered” but I haven’t received it. What should I do?
A:

  1. Check with neighbors or your building management.

  2. Visit or contact your local post office with your tracking number.

  3. If you still can’t locate the package, email us at serelvaus@gmail.com and we will assist you.

Packages marked “Delivered” by the carrier are not eligible for automatic refunds.

Q: Can I change or cancel my order after placing it?
A: Orders can be cancelled within 12 hours of purchase.
After that, your order may already be processing and cannot be modified.

💎 Product & Quality

Q: What gemstones do you use?
A: All our pieces feature premium moissanite—known for its superior brilliance, durability, and ethical sourcing.
Every stone is carefully selected and set by skilled artisans.

Q: Are your metals hypoallergenic?
A: Yes. Our jewelry uses 925 sterling silver with platinum plating or other nickel-free materials that are gentle on the skin.

Q: Is moissanite durable for everyday wear?
A: Absolutely. Moissanite ranks 9.25 on the Mohs hardness scale, making it highly durable, scratch-resistant, and ideal for daily use.

Q: Can I see more photos or videos of a product?
A: Yes! Email us at serelvaus@.gmail.com, and our team will provide additional images or videos upon request.

🎁 Returns & Exchanges

Q: What is your return policy?
A: We accept returns or refunds for:

  • Damaged items

  • Wrong or missing items

  • Significant quality issues

  • Lost packages

All claims must be submitted within 30 days of delivery.
For hygiene reasons, opened earrings are non-returnable.

View our full Return & Refund Policy for details.

Q: Do you offer exchanges?
A: We do not offer direct exchanges.
If you need a different item, please follow our return process (if eligible) and place a new order.

💬 Customer Support

Q: How can I contact you?
A:

  • Email: serelva.us@gmail.com

  • Response time: 24–48 business hours

  • Business hours: Monday–Friday, 9 AM – 6 PM (EST)

🌍 General Information

Q: Where are you located?
A: Serelva LLC is based in South Carolina, USA.
Our fulfillment centers ship from multiple locations depending on availability and carrier routing.

Q: Do you include receipts or pricing in the package?
A: No, we do not include printed receipts or pricing in our shipments—perfect for gifting.