Frequently Asked Questions

Everything you need to know about Define.

ORDERS

1. How do I place an order?
Simply browse our collection, add your items to the cart, and proceed to checkout. You'll need to provide accurate shipping and payment information to complete your order.

2. Will I receive an order confirmation?
Yes — you'll receive a confirmation email immediately after placing your order. If you don't see it, check your spam or junk folder. This confirmation acknowledges receipt but does not yet constitute acceptance of your order.

3. Can I change or cancel my order?
We process orders quickly to ensure fast delivery. If you need to make a change or cancellation, contact us at support@jewelrydefine.com within 1 hour of placing your order. After that window, your order may have already entered fulfillment and cannot be modified.

4. What payment methods do you accept?
We accept all major credit and debit cards, PayPal, and other secure payment options available at checkout. All transactions are processed in USD with no hidden fees — the price you see at checkout is final.

SHIPPING & DELIVERY

5. How long does processing take?
Orders are processed within 1–3 business days after payment confirmation, excluding weekends and holidays. Custom or personalized pieces may require additional processing time, which will be communicated at purchase.

6. What shipping options are available?
We ship via trusted carriers including USPS, FedEx, and DHL. Shipping costs are calculated at checkout based on your location and selected method.

• Standard Shipping: 5–7 business days

• Express Shipping: 2–3 business days

• International Shipping: 7–14 business days

Delivery times are estimates and not guaranteed, especially during peak seasons or carrier delays.

7. Where do you ship to?
We ship within the United States and to select international destinations including Canada and UAE. If your country isn't available at checkout, email us at support@jewelrydefine.com and we'll do our best to help.

8. Are there customs fees for international orders?
International orders may be subject to customs fees, import duties, and taxes imposed by your country. These charges are the responsibility of the customer and are not included in your checkout total. Delays caused by customs clearance are outside our control.

9. What if I entered the wrong shipping address?
Contact us immediately at support@jewelrydefine.com. Once an order has shipped, we cannot modify the delivery address and are not obligated to resend orders shipped to an incorrect address provided at checkout. Always double-check your shipping details before confirming your order.

TRACKING

10. How do I track my order?
Once your order has been shipped, you'll receive a shipping confirmation email with your unique tracking number and a direct link to the carrier's tracking portal. You can use this to monitor your package in real time from our facility to your door.

11. I haven't received a tracking number — what should I do?
If you haven't received a tracking number within 5 business days of placing your order, check your spam folder first. If it's still not there, email us at support@jewelrydefine.com with your order number and we'll assist you promptly.

12. My tracking says delivered but I haven't received my package.
If your package is marked as delivered but hasn't arrived, please first check with neighbors and your local postal service. If still unresolved, you must file a claim with us within 7 business days of the delivery date. Email support@jewelrydefine.com with your order number and we'll investigate immediately.

13. Do high-value orders require a signature?
Yes — for added security, a signature may be required upon delivery for high-value orders.

RETURNS & EXCHANGES

14. What is your return policy?
We offer a 30-day return window from the date of delivery for items that are unused, unworn, and in their original packaging including tags and certificates. All returns must be approved before sending items back to us.

15. How do I start a return or exchange?
Email us at support@jewelrydefine.com with the following:

• Your order number

• The item(s) you wish to return or exchange

• If exchanging a gift, provide the gift recipient's name, email, order number, or shipping address

• If there's a product issue, describe the problem so we can resolve it appropriately

16. How are refunds processed?
Upon a successful return, a refund will be processed to your original payment method within 2–7 business days. Refunds are calculated based on the promotional discount applied to the original order.

17. How do exchanges work?
We offer store credit for exchanges. Once your return is received and approved, we'll issue you a personalized store credit code. All exchanges are final.

18. What about returns on promotional orders or bundles?

• Bundles returned together: Full refund or store credit for the entire bundle

• Bundles returned separately: Proportionate refund based on the individual item's price

• Buy 2 Get 1 Free — returned separately: 80% refund based on the full value of each item after the promotion

• Limited-time offers (e.g. Buy 2 Get 2) — returned separately: 50% refund based on full item value after promotion

• Free mystery items: Non-returnable and non-exchangeable

• Advent Calendars: Final sale — no returns, refunds, or exchanges

19. Are gifted items refundable?
Gifted items are non-refundable and can only be exchanged for store credit. Gift cards are non-refundable and cannot be canceled.

20. Who covers return shipping costs?
Return shipping is the responsibility of the customer unless the item arrived damaged or defective. We recommend using a trackable shipping method and providing us with the tracking number as proof of return.

DAMAGED OR LOST PACKAGES

21. What if my item arrives damaged?
Contact us immediately with photos of the damaged item and its packaging. We'll work with the carrier to resolve the issue and, where applicable, send a replacement or issue store credit.

22. What if my package is lost in transit?
If your order hasn't arrived within the estimated timeframe, email us at support@jewelrydefine.com with your order number and we'll investigate and resolve it as quickly as possible.

PRODUCT & QUALITY

23. What materials are Define pieces made from?
Our jewelry is made from gold-fill and sterling silver — chosen for durability, quality, and skin-friendly finish. No cheap plating, no nasty surprises.

24. Can I wear Define jewelry in water?
Yes — our pieces are water-resistant and designed for everyday wear including the pool, beach, and shower. We recommend avoiding prolonged exposure to harsh chemicals such as chlorine or saltwater to keep your pieces looking their best over time.

25. Will the jewelry tarnish or turn my skin green?
No. Because we use gold-fill and sterling silver rather than gold-plated or base metals, our pieces are built to last without tarnishing or discoloring your skin.

26. Is Define jewelry suitable for sensitive skin?
Yes — our materials are hypoallergenic and safe for sensitive skin. If you have a specific metal allergy, contact us before purchasing and we'll advise you on the best options.

27. What is your warranty?
All Define pieces are covered by a one-year limited warranty against manufacturing defects in materials and workmanship. This does not cover normal wear and tear, accidental damage, misuse, or lost and stolen items. To make a warranty claim, email support@jewelrydefine.com with your order number and photos of the issue.

SIZING

28. How do I find my ring size?
Check our Ring Size Guide on the website for a full breakdown of US, EU, and UK sizes with step-by-step measurement instructions. When between two sizes, always go up — rings can be sized down more easily than up.

29. What if my ring doesn't fit?
Contact us and we'll do our best to arrange an exchange for the correct size, subject to availability. Size exchanges are subject to our standard exchange policy.

WHOLESALE & COLLABORATION

30. Can I stock or resell Define?
Yes — we welcome wholesale and reseller applications from physical retail stores, e-commerce sellers, and social media resellers on Instagram, Facebook, and TikTok. Visit our Wholesale page or email support@jewelrydefine.com to apply.

31. I'm a content creator. How do I collaborate with Define?
Visit our Collaboration & Press page and follow the steps to connect with us. We work with creators of all sizes and respond within 48 hours.

STILL HAVE A QUESTION?

We're always happy to help. Reach out to us at support@jewelrydefine.com and we'll get back to you within 24–48 hours.

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