Before contacting our support team, we have put together a number of frequently asked questions for you to try and assist you with any queries you might have. If you need further support, please email us at minerva.jewelry@outlook.com

ORDER

Can I update my address once an order has been placed?

We have a very small window that allows changes to be made to addresses.Please reach out to us via mail or live chat during business hours, and we'll do our best to help.

Can I change an item on my order?

Once an order is placed and processed, changes cannot be made. If you're looking to cancel an order, get in touch with our Customer Care team via mail or live chat during business hours, and we'll work to assist you.

What should I do if I have problems placing my order?

For any order-related issues, please contact our Customer Care team. Find their contact details on our Contact Us page.

How do I use a promotional code?

Using a promotional code is simple. Just enter the code in the 'Gift card or discount code' box at checkout, click 'Apply', and if your basket meets the offer conditions, your code will be applied. Please note that certain items such as sale, sets, and solid gold might be excluded from promotional codes unless specified otherwise.

How do I use my gift vouchers and coupon codes?

For loyalty codes and gift vouchers, enter them at the checkout page in the 'gift card or discount code' box. Please remember that you can't use multiple codes in one transaction, and codes cannot be applied retroactively. Your discount will be applied during the final checkout stage.

How do I pay for my order?

We offer various secure payment methods, including PayPal, debit/credit cards, Apple Pay, Klarna, and Alipay. These fast and secure online gateways accept major debit and credit cards. For more information on payment methods, please refer to our dedicated payment page.

When would I be charged for my order?

Payments are processed upon order completion. Please allow 3-5 days for the payment to reflect in your bank account, depending on your payment provider.Have more questions? Feel free to reach out to us. We're here to ensure your shopping experience with Minerva Jewelry is smooth and enjoyable.

RETURNS

My order hasn't arrived yet. What do I do?

Once your order has been dispatched, you'll receive a shipping confirmation. If your order hasn't arrived within the specified delivery time, please email us at minerva.jewelry@outlook.com. Please ensure to notify us via email or telephone within 14 days of the date on which you ordered the goods.

What if I have received a wrong item or an item is missing?

For any instances of receiving the wrong item or experiencing a missing item, please reach out to our dedicated team. You can find our contact details on our Contact Us page.

How will my jewelry be packed?

We take pride in our packaging. Our jewelry boxes now come in two sizes. When your jewelry arrives, it will be beautifully nestled in a reusable suedette pouch. Additionally, will include a polishing cloth to keep your jewels radiant.

Can I track my parcel?

Absolutely, tracking your parcel is easy. You will receive a tracking link in your shipping confirmation email. Alternatively, you can log into your customer account to track the delivery. If you need assistance, feel free to message us on Live Chat or email us at minerva.jewelry@outlook.com. We'll be happy to provide the necessary information.

RETURNS

Can I return earrings?

For hygiene reasons, we are unable to offer refunds or exchanges on earrings unless they are found to be faulty.

What if I receive a faulty item?

If you receive an item that is faulty, please utilize our Online Returns Portal for assistance.

What if I change my mind about the product?

Should you change your mind about a product, you can initiate an unwanted return or exchange using our returns portal. We offer refunds and exchanges within 28 days from the date of purchase, provided they are eligible for return. For more information, please refer to our Returns Page. Kindly note that we do not accept returns for earrings (unless they are faulty), engraved items, or individual items from sets. To be eligible for a refund, set items must be returned as a complete set.

ACCOUNT

Can I shop without creating an account?

Yes, you can shop without creating an account. However, we will still require your email for communication purposes. If you decide to create an account and join our Loyalty program, but you didn't do so prior to checking out, our customer care team can assist you in the process.

PRODUCT

What materials are Minerva Jewelry made of?

Minerva Jewelry pieces are meticulously crafted from an array of premium materials, each chosen to reflect our commitment to exceptional quality and beauty. Our collection showcases the following remarkable materials:
18K TITANIUM，STERLING SILVER，18K GOLD VERMEIL，NATURAL GEMSTONES，PEARLS（Details from here）
In every Minerva Jewelry piece, you'll find a harmonious blend of exceptional materials, artistry, and dedication to creating jewelry that speaks to your unique style and passion.

How do I know my ring size?

Discovering your perfect ring size is easy with Minerva Jewelry. If you need assistance in determining your ring size accurately, please visit our comprehensive size guide page. It will provide you with the guidance you need to find the perfect fit for your finger.

ORDER + SHIPPING

What are the shipping fees and delivery timeline?

• Shipping Timeline: The estimated delivery time provided at checkout is approximate and excludes weekends, holidays, and unforeseen courier delays (e.g., weather, volume, traffic). Please note that changes in the delivery option may affect the delivery date. If your order contains different items (in-stock, shipping later, or made-to-order), the dispatch date may vary. Always refer to the dates displayed during checkout and in your confirmation email.
• Order Splitting: If the estimated dispatch dates for items in your order are more than 7 days apart (applies to Canada and the US only), your order may be split.
• Shipping Fee: The shipping fee is calculated based on the subtotal before taxes, discounts, and non-refundable charges.
• International Shipping: Deliveries outside of the US, Canada, Australia, the United Kingdom, and Germany may incur additional customs duties and service fees. Please be aware that Minerva Jewelry has no control over these costs, which vary by country. For details, contact your local customs office. Note that we cannot reimburse you for duties and taxes paid upon delivery.

Canada

TYPE OF SHIPPING	THRESHOLD	PRICE	SHIPPING TIMELINE
Expedited* (Standard)	Order $100 and above	FREE	2-4 business days*
Expedited* (Standard)	Order below $100	$8	2-4 business days*
Express	-	$15	1-2 business days*

United States

TYPE OF SHIPPING	THRESHOLD	PRICE	SHIPPING TIMELINE
Expedited* (Standard)	Order $100 and above	FREE	2-4 business days*
Expedited* (Standard)	Order below $100	$8	2-4 business days*
Express	-	$15	1-2 business days*

Australia

TYPE OF SHIPPING	THRESHOLD	PRICE	SHIPPING TIMELINE
Expedited* (Standard)	Order $100 and above	FREE	7-9 business days*
Expedited* (Standard)	Order below $100	$8	7-9 business days*
Express	-	$15	5-6 business days*

United Kingdom

TYPE OF SHIPPING	THRESHOLD	PRICE	SHIPPING TIMELINE
Expedited* (Standard)	Order £75 and above	FREE	2-4 business days*
Expedited* (Standard)	Order below £75	£5.95	2-4 business days*
Express	-	£15	1-2 business days*

Europe

TYPE OF SHIPPING	THRESHOLD	PRICE	SHIPPING TIMELINE
Expedited* (Standard)	Order €100 and above	FREE	3-5 business days*
Expedited* (Standard)	Order below €100	€9	3-5 business days*

Other International

TYPE OF SHIPPING	THRESHOLD	PRICE	SHIPPING TIMELINE
Expedited* (Standard)	Order U$150 and above	FREE	3-7 business days*
Expedited* (Standard)	Order below U$150	U$20	3-7 business days*

How can I track my order?

• Already Have an Account?
  Fantastic! Log in to your Minerva Jewelry account and go to "My Orders" to check your order's status. Once your order is packed and ready for shipment, we'll send you a tracking number via email. This way, you can monitor its progress on its journey to you.
• Don't Have an Account Yet?
  No problem! You can easily create an account using the same email address you used for your order. Your order will appear under "My Orders," and tracking numbers are automatically sent once your order is packed. As soon as the courier picks up the package and scans it into their system, you can use the tracking number to access order information. This typically takes a few hours, and if your order was packed on the weekend, updates will be available on the next business day!

Can I cancel or update my order? or change my shipping address?

• Can I Cancel or Update My Order? If you need to make changes to your order, such as cancellation or updates, please contact us within 24 hours of placing your order. Our team strives to dispatch orders promptly, so we may not be able to accommodate changes once the order process has started.
• Changing Shipping Address: If you need to change the shipping address, please let us know within 24 hours of placing your order. However, please note that we aim to ship your order swiftly, and changes may not be possible after this timeframe.
• Monogrammed and Engraved Pieces: For monogrammed and engraved items, changes or cancellations are not possible once the order has been placed.

My order is delayed, when will I receive it?

If your order is not processed by the estimated shipping date, our Customer Happiness team will contact you within 24-48 hours. Please check your inbox for updates.Keeping you informed is important to us. We appreciate your patience, especially during busy times. If you have any questions, don't hesitate to reach out to us here（Contact Page）.

Where do you ship to?

We currently ship to the following countries. Please note that we do not ship to PO boxes, parcel lockers, APO, or FPO addresses at this time.

MISSING OR DAMAGED

Please check your order as soon as you receive it. If your order is not as expected, please contact our Customer Care Team as soon as possible with your order confirmation number to hand.Email: minerva.jewelry@outlook.com