Frequently Asked Questions
Orders & Shipping
How long until my order ships?
Ready-to-ship drop items are processed and dispatched within 3 to 5 business days. Made-to-order and custom pieces take 14 to 21 business days to handcraft before dispatch.
Do you ship internationally?
Yes, worldwide through express couriers such as DHL Express and FedEx. Import duties, customs fees and taxes are the customer's responsibility.
How will I track my order?
When your order ships you will receive a confirmation email with your courier tracking number.
Does adding to cart reserve my piece?
No. Because drops are limited, an order is confirmed only after full payment is successfully processed.
Returns & Repairs
Can I return or exchange my piece?
Eligible ready-to-ship pieces can be returned for an exchange or store credit within 7 calendar days of confirmed delivery, provided they are unworn, unaltered, with the security tag intact and in full original packaging. Custom, bespoke, altered, resized and Final Sale items cannot be returned. See our Returns & Exchanges policy.
What warranty do I get?
Made-to-order and custom pieces carry a 1-year limited manufacturing warranty covering defects such as loose clasps, structural metal faults or setting flaws. Additional terms apply to products over $1,000. Normal wear, plating fade, tarnish and impact damage are not covered.
Do you repair jewelry after the warranty ends?
Yes. We offer lifetime maintenance, restringing and re-polishing for a nominal fee. Email us photos and your order number for an estimate.
Materials & Care
Is my jewelry real gold?
It depends on the piece. Each product page and authenticity card states whether it is 18k solid gold, gold-filled or gold-plated, and we also craft in 925 sterling silver, titanium and stainless steel.
Is moissanite a diamond?
No. Moissanite is a separate gemstone known for extreme brilliance and durability (9.25 on the Mohs scale). It is scratch-resistant but should be protected from heavy impacts.
Are the corals real, and why do they look different from the photos?
Our corals are genuine and un-dyed. Natural variations in shade, texture and size are the hallmark of authentic material and are not defects.
Will my jewelry tarnish?
925 sterling silver naturally oxidises and can be restored with a microfibre cloth. Gold-plated layers can fade with friction, moisture and cosmetics. Follow “Last On, First Off” to keep every piece at its best.
Can I wear my jewelry in the shower or pool?
We recommend taking it off before sleeping, bathing or swimming, and keeping woven and pearl elements dry at all times.
Custom, Sizing & Gifting
How do bespoke orders work?
Submit the commission form on our Bespoke page. After a consultation and quote, a 50% non-refundable deposit starts the design process. Up to three designs are included; each additional design is charged. Once you approve a design it is final, and the 50% balance is due before dispatch.
Can I resize a piece?
Sizes are best set at order. Items resized or altered by any jeweler, outside or in-house, are Final Sale. Contact us before ordering if you are unsure of your size — see our Size Guide.
How do I know my piece is authentic?
Every piece arrives with an authenticity card and a security tag attached in its original factory position.
How is my order presented?
In an Orvellia gift box with a velvet pouch, in brown, ivory, deep navy or coral, together with your authenticity card.
Offers & Gift Cards
Do you offer discounts?
Yes. New customers get 10% off their first order, returning customers get 4% off every order on our website, and your 10th paid order ships free. Terms apply.
How do gift cards work?
You choose the amount. The card is valid for one year from issue and is redeemed at checkout on our website.
Payments & Privacy
How can I pay?
Payments are processed securely through providers such as Paystack, Stripe and Flutterwave.
Do you sell my personal data?
Never. We share data only with essential service providers such as payment processors and couriers. See our Privacy Policy.