FAQ

01Jewelry & care

What materials does Pelvori use?

Our collection includes moissanite jewelry with gold-plated and silver-plated finishes. Materials can vary by piece, so review the individual product description for its stones, base metal, and finish. If a material detail is unclear or you have a known metal sensitivity, contact us before purchasing.

Is moissanite a diamond?

No. Moissanite is a distinct gemstone made of silicon carbide. It can resemble a diamond, but it has a different composition. A product described as moissanite should be understood as moissanite rather than natural or lab-grown diamond.

Does a plated finish mean solid gold or sterling silver?

No. A plated finish describes a surface coating; it does not, by itself, identify the underlying metal. Gold-plated jewelry is different from solid gold. Silver plating alone does not establish that a piece is sterling silver. Refer to the specific item’s material description.

How do I choose the right size and finish?

Review the available size and finish options, stated dimensions, and any sizing guidance on the product page. Confirm the selected option before adding the item to your bag. If you are unsure about fit or proportions, email us with the product name and the measurement you need help with.

How should I care for my jewelry?

Follow any care instructions supplied for your piece. To help protect plated finishes, remove jewelry before showering, swimming, or exercising, and limit contact with perfume, lotions, and household chemicals. Gently wipe with a soft cloth, avoid abrasive cleaners or polishing, and store pieces separately in a dry place.

02Orders & payments

How do I place an order?

Choose your piece, select the available size or finish you want, and add it to your bag. At checkout, review your items, delivery address, currency, shipping option, taxes, and total before confirming payment.

Which payment methods can I use?

The payment methods available for your order are shown at checkout and may depend on your location. Use one of the displayed options to complete payment. If your preferred method is unavailable, contact us before ordering.

Can I change or cancel my order?

Email service@pelvori.com as soon as possible with your order number and requested change. We will check what is possible at the order’s current fulfillment stage. Changes after dispatch may require coordination with the carrier. Your applicable legal cancellation rights remain unaffected.

What if I cannot find my order confirmation?

Check the inbox and spam folder for the email address used at checkout. If you still cannot locate the confirmation, email us with your name, checkout email address, and any order reference you have. Please do not send full card details or account passwords.

03Shipping & delivery

How much is standard shipping?

Standard shipping is FREE for orders of US$34.99 or more. For orders under US$34.99, standard shipping costs US$2.99. Review the order amount used for eligibility and your shipping charge before payment.

Is express shipping available?

Where express service is available for your address, it costs US$4.99 for orders under US$34.99. If an express upgrade is offered on an order that qualifies for free standard shipping, its charge is shown separately before purchase. Check the available service and delivery estimate for your address.

Where will my order ship from?

We match the delivery destination with a suitable fulfillment warehouse to arrange dispatch. The assigned warehouse may vary by order and address. Available destinations and shipping services depend on the address entered at checkout.

When will my order arrive?

Our estimated delivery timeframe is 10–15 days. Timing may vary by destination, assigned warehouse, and selected shipping service. Customs checks or carrier disruptions may affect transit time. Contact us before ordering if you need an item by a particular date.

How can I track my order?

When tracking is available, we provide the reference or link in your shipping update. Carrier scans may take time to appear. If you have not received an update or need help checking progress, email us with your order number and checkout email address.

04Returns & exchanges

How long do I have to request a return?

Our return request period is 180 days from delivery, subject to the eligibility conditions and instructions in our Return Policy. Your mandatory rights concerning faulty or misdescribed goods remain protected.

How do I request a return or exchange?

Email service@pelvori.com with your order number, the item concerned, and whether you would like a return or exchange. We will explain the procedure and applicable return address. Obtain return instructions before sending a parcel; the company’s business address is not automatically the return location for your order.

Who pays for return shipping?

The applicable arrangements and costs are explained in the Return Policy and the return instructions for your case. Ask customer care to clarify them before sending an item back. Your legal rights concerning faulty or misdescribed goods are not reduced by these instructions.

When will my refund or exchange be processed?

After we receive the returned item, we process the refund or arrange the exchange within 3–7 days. A payment provider may need additional time to post an issued refund. This processing period begins when the returned item reaches us.

What if my item is damaged, incorrect, or missing?

Contact us with your order number and a description of the issue. For damage or an incorrect item, photographs of the item and packaging can help us investigate. If tracking says delivered but you have not received the parcel, let us know so we can review the delivery with the carrier and explain the available resolution.