FAQs

Frequently Asked Questions

🛒 Orders & Shipping

Q: How long does shipping take?
A: Orders ship within 1–2 business days. U.S. delivery takes 3–8 business days via USPS Priority Mail. International shipping times vary by country.

Q: Do you offer express shipping?
A: Yes! You can select UPS 2-Day Air at checkout for faster delivery (additional fee applies).

Q: My order says delivered but I didn’t receive it. What should I do?
A: First, check with your local post office and neighbors. If you still can’t locate your package, email us at hello@serelva.us within 7 days of the delivery notice.

💎 Product & Quality

Q: Are your gemstones real?
A: Absolutely! We use natural gemstones such as cubic zirconia and moissanite. All materials are clearly labeled, and each piece is hand-checked for quality.

Q: Can I see more photos of a product?
A: Yes! Just email us and we’ll be happy to provide extra images or videos.

Q: Do you accept custom design orders?
A: We do! Please email serelvaus@gmail.com with your idea, and we’ll get back to you with a quote. Custom orders usually take 2–3 weeks.

🔁 Returns & Exchanges

Q: What is your return policy?
A: Items must be unworn, in original packaging, and returned within 30 days of delivery. You can view the full policy here.

Q: How long do refunds take?
A: Refunds are processed within 3–7 business days after we receive and inspect your return. You’ll receive a confirmation email once it’s done.

Q: Can I exchange an item?
A: Yes! Please contact us first to confirm stock availability. Exchanges are free for defective items; for other reasons, return shipping is paid by the customer.

🔒 Security & Trust

Q: Is my payment information secure?
A: Absolutely. We use SSL encryption and never store your credit card data.

Q: Are you a real business?
A: Yes! We are Serelva LLC, officially registered in Bluffton, South Carolina.