FAQ – EPI Jewelry

Frequently Asked Questions

What is gold vermeil?

Gold vermeil is sterling silver coated with a thick layer of gold. It offers the look of solid gold while being more affordable than solid gold jewelry.

Does moissanite last as long as a diamond?

Moissanite stones are highly durable and can last a lifetime, similar to diamonds. Their hardness and resistance to scratching make them an excellent choice for everyday wear. Moissanite is a wonderful alternative for anyone wanting a more affordable, ethical, and eco-friendly gem stone option.

Do you provide an engraving service?

Yes, we do! We can engrave up to 12 characters, which can include letters, numbers, and symbols. Please note that emojis cannot be engraved. Popular engraving choices include anniversary dates, birthdays, initials, secret messages, meaningful phrases and family names.

Can I create custom jewelry?

Absolutely! You can design your own unique piece through our EPI Bespoke Service.

Do you offer matching sets?

Yes, we have bridal sets that include both an engagement ring and wedding band. Our engagement rings and wedding bands are also designed to mix and match. If you're unsure about matching two unique rings, feel free to reach out to our support team before placing your order.

How long does it take to prepare my order?

Our jewelry is made to order and typically takes between 7 to 14 days to produce. Please be aware that production times may be extended during public holidays.

Can I change my order?

Changes can be made within 12 hours of placing the order at no extra charge. After 12 hours, a modification fee will apply based on the costs incurred. Please check you order confirmation to ensure all details are correct as there is a limit of one change only per order.

Can I cancel my order?

Yes, you may cancel your order within 12 hours of placing it. After this period, a cancellation fee will apply. Please note that bespoke orders cannot be canceled. For more information, refer to our Returns and Refund Policy.

Is it possible to track my order status?

Yes, you can check the status of your order by contacting our support team. Once your order is ready to ship, you will receive an email with a tracking number. You can use this number to monitor your shipment, so please ensure you provide a valid email address at the time of order placement.

What is the shipping time?

We ship orders using expedited methods through DHL or FedEx, which typically take 3 to 7 days. Please note that shipments to APO or FPO addresses will take longer.

Do you ship to PO boxes?

Unfortunately, we do not ship to PO boxes or parcel lockers. We only deliver to physical addresses to ensure the safety of your package during transit. To protect your item, a signature will be required upon delivery.

Can I change my shipping address?

We will ship to the address provided at the time of your order. If you need to change the shipping address before your order has been shipped, please contact our support team. Once your order is on its way, we cannot alter the shipping address.

Is signature required upon delivery?

Yes, a signature is required for delivery. Your package will only be released to you or another trusted individual over the age of 18 upon signing. This measure ensures that your order arrives safely. Once out for delivery, we recommend that you make arrangements to be available for receipt. The courier will attempt delivery three times normally, and you can coordinate a delivery time that works for you.

What are the shipping costs?

Shipping is free for all jewelry items, whether sent to a US address or an international location.

Are there any duties or taxes?

While we offer free shipping, we cannot control any applicable duties or taxes. Since we ship internationally, customs duties or taxes may apply based on your country's regulations. If the carrier charges you upon delivery, these fees are not related to shipping costs but rather the customs duties and taxes incurred during the clearance process. You will be responsible for paying these fees.

When is the deadline for returns and exchanges?

You have 30 days from the delivery date to request a return or exchange. Items must be unused, in their original condition, and packaging. For full details, see our Return & Refund Policy.

How do I start a return?

To start the return process, please contact our support team. They will assist you in returning the eligible products. Do not send items back to the shipper's address on the package.

How long will it take to receive my refund?

Please allow up to 7 business days for your refund to be processed. Your purchase will be refunded only after it has been received and inspected for its condition. A refund will be issued only if the item is found to be in good condition.