Frequently Asked Questions (FAQ)
General
1. Where is your company located?
Our company is based in [Your Location]. All orders are processed and shipped from our facilities.
2. Do you have any retail locations?
Currently, we operate exclusively online and do not have physical retail stores.
Orders & Payment
3. How can I make changes after placing an order?
You can modify your order within 12 hours after placing it. After that, processing begins, and changes may not be possible. Contact us at contact@stellosi.com as soon as possible.
4. How can I confirm if my order has been completed?
Once your order is successfully placed, you will receive a confirmation email with your order details.
5. Why haven't I received a confirmation email after placing an order?
Check your spam or junk folder first. If you still haven't received it, contact us at contact@stellosi.com to verify your order.
6. Will I be required to pay customs duties, taxes, or any additional fees?
Customs duties and taxes depend on your country's regulations. Some international orders may be subject to import fees, which are the buyer's responsibility.
7. How do I change the currency?
Our website automatically detects your region and displays prices in your local currency. You can also change the currency manually in the website settings.
8. What payment methods do you accept?
We accept Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay, and more.
9. How is my payment information secured?
All payments are processed through secure, encrypted transactions, ensuring your data remains protected.
10. Is my personal information kept private?
Yes! We respect your privacy and never share your personal information. Read our Privacy Policy for more details.
Jewellery
11. What is the material of your charms and bracelets?
Our charms and bracelets are made from 925 sterling silver, gold-plated silver, stainless steel, and cubic zirconia. Each product description provides material details.
12. Do your charms all fit European-style charm bracelets?
Yes! Our charms are compatible with most European-style charm bracelets, including Pandora and other major brands.
Shipping, Delivery & Returns
13. Are worldwide shipping services available?
Yes! We offer worldwide shipping. Delivery times depend on your location.
14. How long will it take for me to receive my jewellery?
- Standard Shipping: 7-15 business days
- Express Shipping: 3-7 business days
- Processing Time: 1-3 business days before shipping
15. What should I do if I am unable to receive my parcel?
If you're not available at the time of delivery, check with your local postal service or courier. If the package is returned, contact us at contact@stellosi.com for assistance.
16. What should I do if I don't like the jewellery after receiving it?
We accept returns and exchanges within 30 days. The jewellery must be unworn, in original packaging, and with proof of purchase.
17. What is your return policy like?
- Returns accepted within 30 days.
- Jewellery must be unused and in original condition.
- Custom or personalised items are non-refundable unless defective.
Customer Support
18. How can I contact customer support?
- Email: contact@stellosi.com
- Response time: within 24 hours on business days