FAQS

Where is Carlyjewelry located?

Our factory is in Hongkong and the south of China, and we have overseas warehouses in the United States. Every piece is handmade to order. We will send you the tracking number once it ships. You can track the logistics information online.

What materials are your products made from?

All of our rings are only use lab-created gems and Moissanite as the main gem materials, well-crafted in specially treated sterling silver. Through our excellent design and cutting technology, to show you the color, fire, and brilliance like a real diamond. Moreover, the rings plated with micron plating in rhodium for extra shine and durability.

Will Sterling Silver tarnish?

Chemically, silver does not react with oxygen or water at ordinary temperatures, meaning it does not tarnish easily. However, the other metal in the alloy (usually copper) may react with oxygen in the air. As the silver's purity decreases, it is more likely to corrode or tarnish.

Even though sterling silver does tarnish, our rhodium-plated jewelry provides maximum durability. Our jewelry is also easy to care for and clean.

How do I measure ring size?

It's important to get the right fit. Find helpful hints for measuring yourself and secretly finding the size of your significant other with our Ring Size Guide.

How do you secure my payment information?

We understand that the safety of your personal information is extremely important to you. We take security very seriously and do not process any of your payment information ourselves. All payment related matters on Carlyjewelry are handled by PayPal and credit card.

How do I change/modify my order?

If you notice a mistake with your order after receiving an order confirmation email, please contact our Customer Services at service@carlyjewelry.com

Please note that we can help you modify your order before shipment.
It includes changing the size or engraving, removing an item, changing your shipping address. Once your package is shipped, we will not be able to change anything.

How can I track my order?

After we have shipped your order out, an email which is entitled “A shipment from order #xxxxx is on the way” will be sent to the email that you used when placing your order.

After that, click to the blue button “View your order” then you will land on your order’s status page where you can track your order.

Simply click enter on the tracking code provided on the tracking page to check your order’s status.

*Please note after receiving your tracking number it can take up to 2-3 days for the tracking to update.

How long will my order take to be delivered?

All rings are handmade to order. Please allow 3-7 business days before shipment. Delivery times are usually 7 to 15 working days. The tracking number will be sent to you immediately once it ships.

Every purchase is special and we would like to devote the same love and attention to each piece.

Why hasn’t my shipping information been updated?

Sometimes it takes the information some time to update. If your shipment is from our international warehouses, it is in transit or clearing customs and the information will not be updated until it reaches a shipping station. Sometimes the shipping company has not updated the package information. We will try to update that info for you or you can submit a ticket for more help.

Can I cancel my order?

If your order has not been shipped out, you can contact our customer service to cancel it. Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

What if I have a question that hasn’t been answered above?

We are always here to assist you with any queries you may have. Please contact us anytime via email service@carlyjewelry.com