FAQ
Product & General Information
What materials are used in your jewelry?
We use high-quality 18K gold plating, sterling silver, and lab-grown gemstones for durability and shine.
Is your jewelry waterproof?
Most pieces are not waterproof. Please avoid wearing them while swimming, showering, or exercising.
What is your Warranty Period?
All materials (gold, diamond pieces, silver, gold plated, and rose gold plated items) include a 2 years warranty. Please note the warranty does not cover lost or stolen cases.
If you open a warranty claim, please submit all required information within 2 weeks. If we do not receive the necessary details within this timeframe, we won’t be able to process your claim. Additionally, if you reach out again after the warranty period has expired, we will not be able to honor the warranty..
Can I order my necklace in other languages?
Name necklaces: the jewelry trend that will never go out of style. Whether you decide to carry your name, nickname, an inspirational word, or even a name of a significant other, match this impactful piece of jewelry with any of your daily looks. But, sometimes it can be interesting to take a different approach and play with name necklaces of different languages! We have an extensive collection of foreign language name necklaces that are available in any language that is desired!.
Change Order Details
Can I modify or cancel my order?
Orders can be changed or canceled within 12 hours of purchase. Contact our support team immediately for assistance.
Can I update my shipping address after ordering?
Yes, please contact us as soon as possible. Once shipped, the address cannot be modified.
Delivery
How long does shipping take?
Standard delivery typically takes 7–15 business days depending on your location and order volume.
Do you offer international shipping?
Yes! We ship to most countries all over the world.We offer shipping to the following destinations:
Hong Kong,Singapore,Malaysia,Israel
United Arab Emirates,Japan,South Korea
Australia,New Zealand
United Kingdom,Germany,Denmark
Finland,France,Ireland,Italy,Netherlands
Norway,Czech Republic,Poland,Portugal
Spain,Sweden,Switzerland
United States,Canada
Please note that the shipping time frame may vary according to the destination you would like your order shipped to.
Do I have to pay duties and taxes?
1. US, AU, CA, Europe Prices include taxes and duties. There will be no additional charges upon delivery.
2. Other countries Local duties and taxes may be applied to your package. Theo Grace has no control over these fees. Please refer to your country''s customs and import office for more information.
Received Item Issues
My item arrived damaged, what should I do?
Please contact us within 48 hours with photos of the item and packaging. We will arrange a replacement or refund.
I received the wrong product, can I exchange it?
Of course! Contact our support team and we will help you exchange it for the correct item at no extra cost.