FAQs Page

Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

1. Payments

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2. Shippment

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3. Returns & Exchanges

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4. Product

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5. Gems

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6. Certification

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7. Warranty

1. Payments

How can I pay for my jewelry?

We gladly accept Paypal. For local customers (Bali only), we provide COD (Cash On Delivery) through courier fast delivery service when you receive your parcel from our courier.

For all Indonesia, Plamena provides COD (Cash On Delivery) service through JNT postal company. Any available payment methods will be displayed on our checkout page.

If you are interested in other payment method like cryptocurrency or SWIFT transfer etc please Contact us.

Is your site safe and secure?

Great question. Our checkout page uses SSL, which ensures that all of your browsing and shopping data remains private.

What should I do if my payment doesn’t work?

We’re sorry for the trouble! First, make sure that your shipping and billing details are correct. If that doesn’t work, try contacting your bank about the payment. If you’re still having an issue, drop us a message and we’ll do our best to help!

Please note: If you want to pay via credit card and are using AMEX, you have to proceed PayPal to first, and then select PayPal the option "Pay with Credit or Debit Card" inside . If you need help with that, please contact our via email.

Is my payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

2. Shippment

How long will it take for my jewelry to arrive?

Shipping times vary according to country, the information below should be used as a guideline/estimate.

NOTE: All shipping times do not account for any unforeseen delays on carrier site.

FOR INDONESIA:

JNT : 3-5 Business Days

INTERNATIONAL

We ship all international parcels with EMS Express or Regular Service. This is the most reliable shipping method for this type of goods, resulting in the fewest issues with customs clearance and document processing.

EMS Express: 5-8 Business Days

EMS Regular : 7-14 Business Days

Please also note that due to Customs in Colombia and Mexico, shipments to these countries may experience delays.

Can I track my jewelry's journey in the mail?

Absolutely! You'll be able to follow your new magical jewelry every step of the way.

Keep an eye on your email inbox. We'll send you a tracking number and tracking link. You can also send us a quick message and we'll be happy to track it for you.

My order shows up as delivered, but I haven’t received it. What should I do?

In rare cases, your package can show as ‘delivered’ before you receive it.

This may be down to the delivery being marked as complete preemptively. Alternatively, your shipping carrier might have left it in a hidden location to prevent damages or theft. Check between your front doors and talk to your household members and neighbors.

If you still can’t locate your order, contact your shipping carrier and state your tracking number. Please get in touch via info@plamenajewelry.com and we will do our best to assist you in locating your missing package.

If your order continues to be missing after following the above steps, please note that we are unable to offer reshipments or refunds on orders that show up as delivered.

My tracking link doesn't show updates

Please allow up to 1-3 business days until your tracking link shows updates.

3. Returns & Exchanges

Can I return my jewelry?

To start a return, you can contact us at info@plamenajewelry.com

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note that the return shipping fee must be covered by the customer.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original Plamena box packaging.

If your return is accepted, we’ll send you a return shipping adress, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

How do I return my jewelry?

Just send us an email within 14 days from the day you receive your parcel saying you’d like a refund or exchange. Then, we’ll send you step-by-step instructions for returning your jewelry.

Kindly note that the return shipping fee is your responsibility. However, for exchanges, we are pleased to cover the shipping costs for the new item(s) sent to you once again. Promotional or sale items are excluded from exchanges. Your understanding is greatly appreciated.

How do I exchange my jewelry?

Plamena Jewelry gladly accept exchanges within 14 days of delivery.

If the item you received is unworn and undamaged with the original tag on it and no discount was applied, we will exchange it for a different product of equal or lesser value. This excludes all personalized items, as these items are final sale.

Once your exchange is received, it will be thoroughly inspected by our team. If your exchange is received with visible wear or damage, we will refuse the exchange.

Plamena Jewelry reserves the right to refuse exchanges or returns at any time.

When will I receive my refund?

As soon as we receive your returned item(s), we will initiate a refund of the purchase price of your items (excl. the shipping fee in case you paid for shipping). Please note that for all countries taxes, duties and shipping costs are non-refundable.

4. Product

Where is your adjustable jewelry made?

Plamena based on the beautiful island of Bali. We manufacture our fine jewelry at the best facilities in Bali, ensuring each item reflects our commitment to excellence.

Will your adjustable ring size fit me?

We offer adjustable chain rings with the unique lock mechanism allows the size to be adjusted from a small child’s hand up to 10.5 US / 64 EU / 20.5 mm in diameter, ensuring a perfect fit.

For the most accurate measurement, we suggest measuring your finger at the end of the day using a piece of string or a strip of paper. If you are unsure about your exact size, our adjustable rings can easily accommodate half sizes and slight variations in finger size.

If you wish to change the size of the chain, e.g. shorten or increase the size, please Сontact us and notify us of your wish to customize your jewelry In this case, customization costs are negotiated individually and are on the buyer's side.

Do you create custom jewelry?

If you want a custom piece, we can create it from your ideas using hand-drawn sketches or CAD designs. Contact us for unique custom creations.

What materials do you use to craft your jewelry?

Plamena create all jewelry from nickel free 925 Sterling Silver. We also use a special long-term protection Rhodium plating or 18 karat gold plating.
If you would like your jewelry to be plated with another metal or plating, please Contact us.

We use recycled metals as a way of reducing our global footprint. Read more about our sustainability actions and goals under ‘Sustainability’ on this page.

What is gold plating?

Gold Plating is a legally regulated term and means simply sterling silver that has been completely covered in 18k solid gold through galvanic coating, meaning your one-of-a-kind jewelry piece lasts a lot longer without fading or tarnishing.

Our gold plating is thicker than average at 2.5 microns thick. Just like all our pieces, we mostly use recycled metals for our plated jewelry.

We’re proud to supply you with authentic and ethically-sourced jewelry, at the best quality for the best price.

Do your adjustable jewelry pieces have a strong chain?

Yes! Our adjustable jewelry features a durable chain designed to withstand daily wear and ensure your piece remains secure. We take great care in crafting our jewelry to meet the highest standards of quality and longevity. Additionally, we offer a warranty to back the durability and craftsmanship of our products, so you can shop with confidence.

5. Gems

Do you offer authentic gemstones only?

Absolutely! Our promise to you is that all our gemstones are guaranteed authentic, approved by regular independent lab testing in independent gemmological labaratories. Such Labs as GIA, GFCO, GRS ensures that all of our gemstones are up to industry standards and are of the highest-quality.

We strive to be entirely transparent when it comes to the materials we use for all of our jewelry. Thanks to the gem labs, we are able to guarantee the authenticity of our glittering gems.

What is GFCO?

The GFCO https://www.gfcogemlab.ch is a gemological laboratory known for its rigorous testing and certification processes. At GFCO, gemstones undergo thorough evaluation by expert gemologists to verify their authenticity, quality, and characteristics. The certification provided by GFCO includes detailed information about the gemstone, such as its origin, cut, color, clarity, and carat weight. GFCO's reputation for accuracy and reliability makes it a trusted source for gemstone certification worldwide.

What stones do you offer?

We have a stunning selection of gemstones each with their own magical properties and unique beauty. We offer the following genuine stones: Rainbow Moonstone, Rose Quartz, Labradorite, Diamonds, White Topaz, Turquoise, Aquamarine, Amazonite, Amethyst, Blue Topaz, Garnet, Peridot, Citrine, Tourmaline, Green Onyx, Black Onyx, Black Obsidian, Lapis Lazuli, Ruby, Pink Sapphire, White Sapphire, a range of Raw Cut Crystals, Organic Pearls and authentic Opal. Please refer to the individual product descriptions for more detail.

Where do you source them?

We firmly pride ourselves on responsible sourcing of our gemstones and value our close relationships with our suppliers. We give back by donating to Trees For The Future and aim to cause as little disturbance to nature as possible by using only ethical providers.

Here’s where our gems come from:

Moonstone: India

Raw Crystals: India

Labradorite: Madagascar

Opal: Ethiopia

Garnet: Mozambique

Turquoise: Arizona U. S.

Rose Quartz: Brazil

Amethyst: Brazil

Citrine: Brazil

Topaz: Brazil

Peridot: China

Aquamarine: Brazil

Diamonds: Conflict-free sourcing in mining rich countries including South Africa, Australia & Canada

Green Onyx: Brazil

Lapis Lazuli: Afghanistan

Ruby: Thailand

Pink Sapphire: Madagascar

White Sapphire: Madagascar

Organic Pearls: China

Black Onyx: Brazil

Black Obsidian: Mexico

Amazonite: USA

Are your precious gemstones conflict free?

Plamena sources all of its gemstones in-house. We work with the best suppliers from Sri Lanka, Africa, Thailand and many other countries, we have our own gem cutting facilities in Thailand. We conscientiously use only certified conflict-free gemstones.

6. Certification

What is gemstone certification?

Gemstone certification is a process where a gemstone is evaluated and verified by a professional gemological laboratory. The lab issues a certificate detailing the gemstone's characteristics such as origin, cut, color, clarity, and carat weight.

Why should I get a gemstone certified?

Certification provides assurance of the gemstone's authenticity and quality. It helps you understand the true value of the gemstone and protects against fraud or misrepresentation.

Which gemological laboratories are the most reputable?

Some of the most reputable gemological laboratories include the Gemological Institute of America (GIA), the International Gemological Institute (IGI), and the Gemological Federation of Commodities (GFCO).

Does certification affect the value of a gemstone?

Yes, a certified gemstone generally holds more value compared to a non-certified one because it comes with verified proof of its quality and authenticity.

How much does gemstone certification cost?

The cost of certification varies depending on factors such as the gemstone's type, size, and the chosen laboratory. Contact us for specific pricing information.

Can I trust online certificates?

Yes, if they are issued by reputable gemological laboratories. Always verify the certificate details through the lab's official website using the provided certificate number.

Do all gemstones need certification?

Not all gemstones require certification. While high-value and rare gemstones benefit significantly from certification, more affordable stones may not necessitate it.

How can I verify the authenticity of a certification?

Authenticity can be verified by checking the certificate number on the issuing laboratory's official website. Look for additional security features like holograms, QR codes, and signatures from certified gemologists.

Why don't all gemstones come with certificates?

Many lower-value gemstones are not certified due to the cost involved in certification, which may not justify the value of the stone. However, reputable sellers should always disclose the true nature and quality of their stones.

Can a certified gemstone be substituted with a synthetic one?

No, a certified gemstone is thoroughly evaluated for its authenticity, making it very difficult to substitute with a synthetic one without detection.

How does certification protect me as a buyer?

Certification protects you by providing a trustworthy verification of the gemstone's attributes, preventing fraud, and ensuring you get what you pay for.

7. Warranty

Do you offer a warranty?

Yes, of course!

Enjoy our complimentary 30 Days Warranty on all jewelry pieces in our entire collection.

Our warranty is applicable for all Plamena Jewelry, including all authentic gemstones and the following metals: 925 Sterling Silver, 18kt Yellow Gold Plated Silver, Black Rhodium Coated Silver and etc.

Please also read our Warranty Page for full details on our warranty.

How do I make a warranty claim?

We are sorry to hear that your jewelry isn’t 100% perfect.

If you experience faults with your jewelry outside of our normal returns & exchanges policy we mention in footer section we’ll review your enquiry as a warranty claim. Please contact us at info@plamenajewelry.com.

We will review your claim and inform you about the next steps.

What is covered under the warranty?

Our warranty is valid against any defects in our materials and/or workmanship. Our warranty does not include insurance against physical or accidental wear and/or damage happening outside of our normal returns and exchanges policy.

Our warranty doesn’t cover lost items, scratches that come with normal wear and tear outside of our normal returns and exchanges policy (like a bent ring or broken chain/thread), improper use or storage of your jewelry, improper care of your jewelry including contact with household chemicals, hygiene products like make-up or perfumes, discoloration of stones and nylon threads caused by water, chemicals, sweating, make-up, cooking, prongs wearing out, stones lost by everyday wear, natural inclusions and imperfections of stones and any modification to your jewelry done by a third party outside of Moon Magic Jewelry. Follow our in-depth care guide to keep your jewelry shining.

Please also read our Warranty Page for full details on our warranty.

About the Shop

Plamena is a jewelry brand designed to fill people with strength using top-quality, natural, certified gemstones and elegant, adjustable-size jewelry crafted by professional jewelry makers on the island of Bali.