FAQ
Frequently Asked Questions
How long does delivery take?
Orders are processed within 1–2 business days of purchase, then shipped to you. Estimated delivery times after dispatch are:
- United States: 3–8 business days
- Canada: 4–8 business days
- Australia & New Zealand: 5–10 business days
Please note these are estimates and may vary due to customs, carrier delays, or other factors outside our control. For full details, see our Shipping Information page.
Where do you ship?
We currently ship to the United States, Canada, Australia, and New Zealand. If you're located outside these countries, we're unable to fulfil your order at this time.
What materials are used in your jewellery?
[Describe the materials used in your ShineOn products — e.g. 316L stainless steel, 18k gold plating, sterling silver, etc. Check your ShineOn product listings for accurate details.]
Is the jewellery gift-ready?
Yes! All orders arrive in [describe ShineOn's packaging — e.g. a premium gift box/pouch], making them perfect for gifting with no extra wrapping needed.
Can I personalise an item?
[If you offer personalised products: Yes — some of our pieces can be personalised with a name, date, or message. You'll see personalisation options on the product page.] [If not currently offered: Personalisation is not currently available, but we're working on it — check back soon.]
How do I track my order?
Once your order has been dispatched, you'll receive a confirmation email with a tracking link. Please allow up to 24 hours for tracking to update after dispatch. If you haven't received a tracking email, check your spam folder or contact us.
What if my order arrives damaged or incorrect?
We're sorry to hear that — please contact us within [X days] of delivery with your order number and a photo of the issue. We'll arrange a replacement or refund as quickly as possible.
What is your return policy?
Because our products are made to order, we're unable to accept returns for change of mind. However, if your item arrives damaged, defective, or incorrect, we'll make it right. See our full Returns & Refunds policy for details.
I entered the wrong address — what do I do?
Please contact us immediately with your order number and the correct address. We'll do our best to update it before your order enters production, but we cannot guarantee changes once production has begun.
Still have a question?
We'd love to help. Get in touch with us here and we'll get back to you as soon as possible.