FAQ
Shipping
Do you offer free Shipping?
Yes. We offer Free shipping to South Africa, India, Thailand, Philippines, Australia, New Zealand, Canada and the U.S.A.
What shipping methods do you offer?
We offer free standard shipping with tracking number and insurance.
How do I track my order?
We have a system that allows you to track your order and shipment status.
You need to fill in your Order ID number and the email address you used when placing your order.
You can go to our tracking page here.
Payment
How can I find my purchase on my billing statement?
You can find us next to the purchase amount under the name A. NTOVAS & CO. O.E
What payment methods are available on your website?
We accept all major credit cards, like MasterCard, Visa Card and Maestro.
Also payment made from Paypal.
What is your privacy policy?
Respecting your privacy is of utmost importance to us at PersonalJewel. Any information you submit to our website, or that is gathered by a "cookie” during your visit, is used strictly by PersonalJewel to maintain a record of your purchases and for promotional reasons. We do not sell, transfer, rent or trade your information to any third party.
When you register at our site, you will be asked to submit some personal information, such as name and contact information. PersonalJewel will safeguard your personal information. Under no circumstances will we disclose or share your information with any unauthorized third party. In addition, we utilize a "cookie” to track your movements on the site. The cookie "remembers” who you are, therefore eliminating the need for you to re-register with us every time you visit our site. In addition, it enables us to provide you with a shopping cart feature, and streamlines your overall shopping experience.
I received a promotional code. How do I use it?
If you have a PersonalJewel promotional code, enter the code in the "Promotional Code” box on the bottom of the shopping card and click on "Apply”.
What should I do if I receive a ‘payment didn’t go through’ message?
If you receive a message that your payment did not go through, please check your billing information and make sure it is accurate.
If all details are correct, please try to pay via PayPal. You don’t have to be a registered member of PayPal to use their services.
You can also use a different credit card or try again a few hours later to proceed with the payment process.
I have a PayPal account but I cannot complete the payment.
If for some reason you cannot complete your payment using PayPal, please contact us with your order details.
We will send you an e-mail with a PayPal Payment Request in order to complete your payment.
Placing Orders
I have a special request for my necklace, what should I do?
All orders on PersonalJewel are personalized and customized in the sense that the customer is able to decide on the various properties of the product that are offered for personalization and customization on our online shop.
How do I change an order after It has been placed?
If you have already placed your order but you selected the wrong product or want to change the personalization details, please contact Customer service within 24 hours.
How can I cancel an order?
An order can be cancelled by clicking the cancellation button inside your order status, you must cancel it within 12 hours.
Why didn't I get order and shipping confirmation emails?
After placing an order you will receive an "Order Confirmation” email with all your order details. We ask you to review your items and shipment address. Therefore, it is important to provide us with a valid email address.
If you didn’t receive a confirmation email, please check your spam box.
To ensure that our emails do not go to your spam/junk folder, add our email to your email address list.
You can find out your Order Status here: Order and Shipment Status Information.
Our Products
How can I preview my necklace?
Our products have a preview feature, all you have to do is visit the product page that interests you and type your desired text on STEP 2, you can also choose between seven fonts.
What chain length should I select?
There is a pop up window on each product page where you can select the chain size and clasp, all
you have to do is to visit the product of your preference and then on STEP 1 section where it says BOND press CHAIN and the pop-up window with chain sizes will open.
Does the chain length include the pendant?
The chain length does not include the length of the pendant. For more information about the length of the chain you can go to the desired product and then on STEP 1 section where it says BOND press CHAIN and the pop-up window with chain sizes will open.
How big is the pendant or name plate?
The pendant height is written in the product description on the product page.
The pendant length varies according to the inscription.
For all other jewellery, the size is published in the description on each product page.
How do I measure my ring size?
See our Ring Size Guide for more information.
Is your jewellery made of real precious metals?
Yes, all our precious metals are purchased from government certified vendors and are marked for authenticity.
We use only 0.925 Sterling Silver.
Our gold items are made of solid gold.
Gold purity level is indicated on the product (14ct )
You can read more about our jewellery here.
Is your jewellery nickel free?
All our products are 100% nickel-free.
Do you offer gift wrap?
Yes we offer FREE gift wrap to all the orders.
Returns and Refunds
What are your return conditions?
Customers are able to return new, unused items fulfilled by PersonalJewel within 60 days of the delivery date. Please note that on all returned orders of personalised items there is a 50% restocking fee.
Still need help?
If your question is not listed here, please feel free to contact us.
