FAQs
💎 Product Information
Q1: Are your pearls real or cultured?
Yes, Koyace uses genuine freshwater cultured pearls the description shows. Each pearl is hand-selected for its natural luster, shape, and beauty.
Q2: Are your earrings hypoallergenic?
Yes, all Koyace earrings are made with silver and hypoallergenic materials, safe for sensitive skin.
Q3: What materials do you use in your jewelry?
We use freshwater pearls, 18K gold plating, 925 sterling silver, and high-quality beads depending on the design. Each product page includes full material details.
Q4: How do I know my size?
The sizes are usually universal for earrings, bracelets, and rings. If you're unsure, contact us—we're happy to help!
Q5: Are the product colors the same as shown in the pictures?
They are taken the photo by the phone. We try to present true-to-life colors, but lighting and screen differences may cause slight variations.
And there isn't exactly same pearls in the world.
📦 Orders & Shipping
Q6: Where do you ship from?
All orders are shipped from our Chinese warehouse.
Q7: How long does shipping take?
Standard shipping takes 7-10 business days. International delivery times vary by location and shipping method.
Q8: How much is shipping?
We offer free standard shipping. For other rates, view our Shipping Policy page.
Q9: How can I track my order?
Once your order ships, you’ll receive a tracking number via email to follow your delivery in real time.
Q10: Can I change or cancel my order after placing it?
If your order hasn’t shipped yet, we may be able to modify it. Please contact us immediately at hello@koyace.com
🔄 Returns & Exchanges
Q11: What’s your return policy?
We accept returns within 14 days of delivery for unused, unworn items in original packaging. See our Return Policy for full details.
Q12: How do I start a return or exchange?
Email us at hello@koyace.com with your order number and reason. We'll guide you through the return process.
Q13: Do I have to pay for return shipping?
Return shipping costs are the customer’s responsibility unless the item arrived damaged or incorrect.
Q14: When will I receive my refund?
Once your return is received and inspected, we’ll process your refund within 1-3 business days.
🎁 Gifts & Packaging
Q15: Do you offer gift wrapping?
Yes! All Koyace jewelry arrives in elegant gift-ready packaging. You can also add a gift message at checkout.
🛍️ Other Questions
Q18: Do I need an account to order?
No account is required, but creating one lets you track orders, save favorites, and check out faster in the future.
Q19: Is my personal and payment information secure?
Yes, our site uses SSL encryption and secure checkout to protect your personal data.
Q20: Do you work with influencers or offer wholesale?
Yes! For collaborations, influencer partnerships, or wholesale inquiries, please contact us at info@koyace.com.