FAQ's
1. Is your jewelry waterproof?
Yes, our jewelry is waterproof and made with high-quality 18K PVD gold plating, ensuring durability and resistance to tarnishing. However, to preserve the plating for as long as possible, we recommend keeping it dry when not in use. While it can withstand water, avoiding prolonged exposure to moisture will help maintain its brilliance.
• Gold-plated jewelry should be kept dry to preserve its plating.
• 925 Sterling Silver jewelry can naturally oxidize over time but can be polished to restore its shine.
To keep your jewelry looking its best, store it in a dry place and avoid direct contact with liquids, perfumes, and chemicals.
2. Is your jewelry suitable for sensitive skin?
Yes, our jewelry is nickel-free and hypoallergenic, making it safe for even the most sensitive skin. We ensure that all our pieces are crafted without nickel, lead, or cadmium, so you can wear them comfortably without irritation. However, for those with highly sensitive skin, we recommend checking the product description, as we specifically mention which items are best suited for sensitive skin.
If you have any concerns about allergies, feel free to contact us before purchasing—we’re happy to help you find the perfect piece!
3. How do I care for my jewelry?
To ensure your jewelry lasts for years, follow these care tips:
✨ Store jewelry in a dry, cool place away from moisture.
✨ Avoid direct contact with water, perfume, lotions, and harsh chemicals.
✨ Remove jewelry before swimming, showering, or exercising.
✨ For 925 Sterling Silver jewelry, use a soft polishing cloth to restore its shine.
✨ For gold-plated jewelry, clean gently with a soft cloth and avoid rubbing too hard to preserve the plating.
4. Do you ship worldwide?
Yes! We offer worldwide shipping so you can shop from anywhere. Shipping times vary depending on your location, and you can find estimated delivery times at checkout. If you have any questions about shipping, feel free to contact us at support@shoptrenly.com
5. Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
6. What is your refund policy?
We want you to love your purchase! If you have any issues, please refer to our Refund & Return Policy page for full details. If your item arrives damaged, defective, or incorrect, you can contact us within 7 days of delivery at [your email], and we’ll be happy to assist you.
7. Can I return an item if I change my mind?
Since our jewelry is sourced from international suppliers, we currently do not accept returns for change of mind or incorrect sizing. However, if your order is incorrect or defective, we’ll gladly offer a refund or replacement. For more details, please check our Return & Exchange Policy page.
8. What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard) and PayPal payments.
9. When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
10. How long will it take to receive my order?
Due to high demand, orders may take between 1-2 weeks to arrive.
11. Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in GBP, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
12. How do I return an item?
Please contact us at support@shoptrenly.com
13. What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
14. When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.