Frequently Asked Questions (FAQ)

Frequently Asked Questions

PRODUCT DETAILS & MATERIALS

1. What materials are your pendants made from?

Our pendants are available in 14K Solid Gold, 925 Sterling Silver, 14K Gold Plated, and Rose Gold Plated. All plated options are applied on 925 Sterling Silver base.

2. What is 14K gold and why is it important?

14K gold contains 58.3% pure gold, making it durable and luxurious. It's perfect for lifetime wear and maintains its beauty over time.

3. What are the plating options (Gold Plated, Rose Plated)?

We offer 14K Gold Plated and Rose Gold Plated options, both applied on 925 Sterling Silver base for durability and elegance.

4. Do you have silver options?

Yes, 925 Sterling Silver is available for all our pendant designs.

5. Does it contain nickel? Is it suitable for sensitive skin?

All our materials are Nickel-free and safe for sensitive skin.

6. What's the difference between 14K Solid Gold and Gold Plated?

14K Solid Gold is made entirely of gold alloy and lasts a lifetime. Gold Plated features a gold coating over 925 sterling silver, offering a more affordable option.

7. What material is used as the base for plated options?

All plated options (Gold Plated, Rose Plated) are applied on 925 Sterling Silver.

8. Which material is most durable?

14K Solid Gold is the most durable and long-lasting option.

9. What karat is the gold?

We use 14K (14 karat) gold for all our gold jewelry.

10. Is the silver 925 sterling?

Yes, we use 925 Sterling Silver for all our silver pieces.

11. Can the materials cause allergies?

No, all our materials are nickel-free and hypoallergenic.

12. Which material makes the best gift?

14K Solid Gold is the most premium gift option due to its lasting quality and luxurious appearance.

13. What is Rose Gold?

Rose Gold is a pink-toned gold finish that offers a modern and elegant look.

14. Do the materials change color over time?

14K Solid Gold does not change color. Plated options may show slight wear with heavy use. Sterling silver may naturally tarnish but can be easily cleaned.

15. Which material is best for daily wear?

All materials are suitable for daily wear, but 14K Solid Gold is the most durable choice.

SIZE & MEASUREMENTS

16. What pendant sizes are available?

We offer pendants in 14mm, 16mm, 18mm, 20mm, 22mm, 25mm, 28mm, 30mm, and 40mm diameters.

17. What's the difference between 14mm, 16mm, and 18mm?

14mm is delicate and perfect for everyday wear, 16mm is our most popular medium size, and 18mm is more statement-making and eye-catching.

18. Which size is right for me?

For everyday wear, choose 14-16mm. For a bolder statement, choose 18mm or larger.

19. What is the most popular size?

16mm is our most popular and balanced size.

20. What chain lengths are available?

14" (35cm), 16" (40cm), 18" (45cm), 20" (50cm), 22" (55cm), 24" (60cm), 26" (65cm), plus a no-chain option.

21. Should I get 16 inch or 18 inch?

16" (40cm) sits at the collarbone, while 18" (45cm) hangs slightly lower. Choose based on your neckline preference.

22. How do I choose the right chain length?

Short lengths (14-16") sit close to the neck, medium (18-20") at chest level, and long (22-26") hang lower for a dramatic look.

23. Can I buy just the pendant without a chain?

Yes, we offer a "No chain" option.

24. What is the longest chain available?

26 inches (65cm) is our longest chain option.

25. How is pendant size measured?

Pendant size is measured by diameter in millimeters (mm).

SHIPPING & DELIVERY

26. How long does shipping take?

For USA: Express shipping takes 5-7 business days, Standard takes 12-14 business days.

27. How long does Express shipping take?

5-7 business days for USA destinations.

28. How long does Standard shipping take?

12-14 business days for USA destinations.

29. Do you offer free shipping?

Yes, all 14K Solid Gold orders include free Express FedEx shipping.

30. Is shipping free for 14K gold orders?

Yes, all 14K Solid Gold orders receive free Express FedEx shipping.

31. Do I have to pay customs fees?

We cover all customs fees for 14K Solid Gold orders and any order over $250.

32. Are there customs fees for orders over $250?

No, we cover all customs fees for orders over $250.

33. Which shipping carrier do you use?

We use FedEx Express for 14K gold orders and other reliable carriers for other shipments.

34. Can I track my order?

Yes, you'll receive a tracking number via email once your order ships.

35. Do you ship internationally?

Yes, we ship worldwide.

PRODUCT CARE & MAINTENANCE

36. How do I clean my gold pendant?

Gently clean with a soft cloth and warm soapy water.

37. How do I clean my silver pendant?

Use a silver polishing cloth or specialized silver cleaner to maintain its shine.

38. Do plated items fade over time?

With proper care, plating lasts long, but heavy wear may cause slight fading.

39. Is it water-resistant?

14K gold is water-resistant, but we recommend keeping plated and silver pieces away from water.

40. Can I wear it in the shower?

14K Solid Gold is fine, but not recommended for other materials.

41. How should I store my jewelry?

Store in a dry, airtight jewelry box or pouch.

42. How do I prevent tarnishing?

Store silver pieces in airtight containers and clean regularly.

ORDERING & CUSTOMIZATION

43. Do you offer customization?

Yes, customization options are available for select products. Contact us for details.

44. Can you engrave names or dates?

Yes, we offer engraving services for names, dates, and special messages on customizable products.

45. What is the processing time?

Each piece is handmade and ready to ship in 3 business days.

46. What is your return policy?

Please contact our customer service for return policy details.

47. Do you offer gift packaging?

Yes, all our products are beautifully packaged and gift-ready.

48. Which zodiac pendants are for which months? (e.g., Taurus for April-May)

Taurus zodiac pendant is for those born in April through May.

49. Which product is ideal for nature lovers?

The Botanical Nature Scene Medallion is perfect for garden enthusiasts and nature lovers.

50. Is it suitable for pet memorial?

Yes, our Poodle Tarot Pendant and similar pet-themed pieces are ideal for memorial collections.

CUSTOMIZATION & PERSONALIZATION (51-75)

51. Can you engrave names on the pendant?

Yes, name engraving is available on customizable products.

52. Can you engrave dates?

Yes, special dates can be engraved.

53. Can you engrave both sides?

Depending on the design, double-sided engraving may be possible. Please contact us.

54. How much does engraving cost?

Please contact customer service for engraving pricing.

55. How many characters can be engraved?

Character limits vary by pendant size. Please inquire for details.

56. What fonts are available?

Various font options are available. Specify your preference when ordering.

57. Can you add symbols or emojis?

Simple symbols can be added. Contact us for details.

58. Do you create custom designs?

Yes, we accept custom design requests. Please contact us.

59. Can you create a pendant from a photo?

Yes, custom design services include photo-based pendants.

60. Can you create a pendant of my pet's portrait?

Yes, custom pet portrait pendants are available.

61. Can you add zodiac symbols?

Our zodiac collection already features zodiac symbols. Additional symbols can be requested.

62. Can you add initials?

Yes, initials can be engraved.

63. Can you add birthstones?

Birthstone additions are available as custom orders.

64. Do you offer colored stone options?

Colored stones can be added to custom designs.

65. Can you add diamonds?

Yes, diamond additions are available for custom orders.

66. Can I order a custom pendant size?

For sizes beyond our standard options, please contact us.

67. Can I request a different chain thickness?

Standard chains are provided. For custom requests, please inquire.

68. Can you combine two different materials?

Mixed-material designs are possible through custom orders.

69. Do you offer special packaging?

All products are beautifully packaged. For special packaging requests, contact us.

70. Can I add a gift message?

Yes, you can include a gift message in your order notes.

71. Is there an extra charge for custom designs?

Yes, custom design and engraving services have additional fees.

72. Can I see a design preview?

Design approval process is available for custom orders.

73. How much time does customization add?

Customization may add 2-3 business days to the standard 3-day processing time.

74. Does engraving fade over time?

Quality engraving is permanent and does not fade.

75. Can custom orders be returned?

Personalized items are generally non-returnable. Please check our policy.

ORDER PROCESS (76-100)

76. How do I place an order?

Select your product, add to cart, and proceed to checkout on our website.

77. What payment options do you accept?

We accept credit cards, PayPal, and other secure payment methods.

78. Do you accept credit cards?

Yes, all major credit cards are accepted.

79. Can I pay with PayPal?

Yes, PayPal is available as a payment option.

80. Do you offer installment payments?

Installment options may be available depending on your payment provider.

81. How do I receive order confirmation?

Order confirmation is sent via email after purchase.

82. How do I find my order number?

Your order number is included in the confirmation email.

83. Can I cancel my order?

Cancellation is possible before production begins. Contact us immediately.

84. Can I make changes after ordering?

Contact customer service before production starts to request changes.

85. Do you provide invoices?

Yes, an invoice is provided with your order.

86. Are taxes included in the price?

Taxes are calculated at checkout.

87. Do you offer bulk order discounts?

Please contact us for bulk order pricing.

88. Do you accept corporate orders?

Yes, please contact us for corporate orders.

89. Do you sell gift certificates?

Check our website for gift certificate options.

90. How do I use a discount code?

Enter your discount code in the designated field at checkout.

91. Do you have promotions?

Follow our website and email newsletter for current promotions.

92. Do you offer first-order discounts?

Subscribe to our email list to receive first-order discount notifications.

93. Do you have a loyalty program?

Visit our website for loyalty program details.

94. Do you offer referral discounts?

Contact customer service for referral program information.

95. Is there a minimum order amount?

No minimum order amount required.

96. Is there a maximum order limit?

No limit for standard orders. Contact us for large bulk orders.

97. How long if item is out of stock?

All products are made-to-order and ready in 3 business days.

98. Do you accept pre-orders?

All our orders are pre-orders, handmade within 3 business days.

99. How do I track my order status?

Use your tracking number on our website or the carrier's website.

100. Will I receive email notifications?

Yes, you'll receive email notifications for order confirmation, shipping, and delivery.

SHIPPING & DELIVERY DETAILS (101-125)

101. Which countries do you ship to?

We ship worldwide.

102. Do you ship to Turkey?

Yes, we ship to Turkey.

103. How long does shipping to Europe take?

Please contact customer service for European shipping times.

104. Do you ship to Asia?

Yes, we ship to Asia.

105. How is shipping cost calculated?

Shipping cost is based on weight and destination. 14K gold orders ship free.

106. Which shipping companies do you use?

FedEx Express and other reliable carriers.

107. Are there options besides FedEx?

Alternative carriers may be available depending on your region.

108. Is shipping insured?

Yes, all shipments are insured.

109. What happens if my package is lost?

Shipping insurance covers lost packages. We'll send a replacement or issue a refund.

110. What should I do if my item arrives damaged?

Contact customer service immediately for exchange or refund.

111. When will I receive my tracking number?

Tracking numbers are sent via email within 24 hours of shipment.

112. How do I track my shipment?

Use your tracking number on the carrier's website.

113. Do you offer cash on delivery?

No, cash on delivery is not available.

114. Is signature required for delivery?

Yes, signature is required for security.

115. What happens if I'm not home?

The carrier will attempt redelivery or hold at the nearest facility.

116. Can my package be delivered to a neighbor?

No, delivery is only to the order recipient.

117. Can I ship to a different address?

Yes, specify the delivery address during checkout.

118. Can I send as a gift to another address?

Yes, enter the gift recipient's address at checkout.

119. Can I ship to multiple addresses in one order?

Separate orders are required for different addresses.

120. Is Express shipping extra?

Free for 14K gold orders; additional fee may apply for others.

121. Do you offer same-day shipping?

No, handmade items require 3 business days processing.

122. Do you deliver on weekends?

Weekend delivery depends on the carrier.

123. Do you ship on holidays?

Shipping services may be unavailable on official holidays.

124. Will my package get stuck in customs?

All customs documents are provided. Normal processing takes 1-3 business days.

125. Who handles customs declaration?

We handle all customs declarations.

CUSTOMS & TAXES (126-135)

126. How much are customs fees?

We cover customs fees for 14K Solid Gold orders and orders over $250.

127. Which orders have free customs?

14K Solid Gold orders and all orders over $250.

128. Are there customs fees for orders under $250?

Customs fees may apply depending on your country.

129. Who pays customs fees?

We cover them for 14K gold and $250+ orders; otherwise, the buyer pays.

130. Are prices inclusive of VAT?

VAT is calculated at checkout.

131. How much is Turkey customs tax?

Turkey customs varies by product value. We cover it for orders over $250.

132. How long does customs clearance take?

Typically 1-3 business days.

133. Are customs documents required?

All necessary documents are included with shipment.

134. Is the invoice sufficient for customs?

Yes, invoice and all required documents are provided.

135. What should I do if I have customs issues?

RETURNS & EXCHANGES (136-150)

136. What is your return policy?

Please contact customer service for return policy details.

137. How many days do I have to return?

Check our return policy for timeframes.

138. Who pays return shipping?

Return shipping costs depend on the reason. Contact us for details.

139. Do you offer exchanges?

Yes, exchanges are available.

140. Can I exchange for a different size?

Yes, subject to stock availability.

141. Can I exchange for a different material?

Yes, price difference will be charged or refunded.

142. What is the return address?

Return address will be provided after return approval.

143. How long does return approval take?

1-2 business days after receiving your return request.

144. When will I receive my refund?

5-7 business days after we receive the returned item.

145. Which payment method will the refund go to?

Refunds are issued to the original payment method.

146. Can personalized items be returned?

Personalized items are generally non-returnable.

147. Is exchange free for damaged items?

Yes, free exchange for damaged or defective items.

148. What if I receive the wrong item?

149. Can I return if I don't like it?

Returns are accepted within our policy. Contact us for details.

150. Is an invoice required for returns?

Yes, invoice and order number are required for returns.

Still have questions? Contact us at support@thelilithnoir.com