Welcome to Glisterra’s FAQ section! We’ve compiled answers to the most common questions about our jewelry, shipping, payments, and more. If you don’t find what you’re looking for, please don’t hesitate to contact our customer service team at [email protected].

About Our Products

What types of jewelry does Glisterra offer?
We specialize in affordable luxury jewelry across four main categories: Bracelets, Earrings, Necklaces, and Rings. Each piece is crafted with attention to detail and designed to sparkle in your everyday life.
What materials are used in your jewelry?
We use high-quality materials including sterling silver, gold plating, and genuine gemstones. All our silver jewelry comes with anti-tarnish pouches to maintain their shine.
How do I care for my Glisterra jewelry?
Each order includes a jewelry cleaning cloth. We recommend storing pieces separately in the provided pouches, avoiding contact with water, perfumes, and chemicals to preserve their beauty.

Ordering & Account

How do I place an order?
Simply browse our collections, select your favorite pieces, and proceed to checkout. You’ll need to provide shipping information and payment details to complete your order.
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account allows you to track orders, save your information for faster checkout, and receive exclusive offers.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t entered processing.

Shipping & Delivery

What shipping options are available?
We offer two shipping methods:
– Standard Shipping ($12.95 via DHL/FedEx): 10-15 days after dispatch
– Free Shipping (via EMS for orders over $50): 15-25 days after dispatch
How long does order processing take?
All orders are carefully processed within 1-2 business days before shipping. During this time, our team performs quality checks and prepares your jewelry in our signature packaging.
Do you ship internationally?
Yes! We ship worldwide except to some remote areas and parts of Asia due to logistical constraints. International orders may be subject to customs fees which are the customer’s responsibility.
Will I receive tracking information?
Absolutely! You’ll receive an email with tracking information as soon as your order leaves our Mesa, Arizona headquarters. This allows you to follow your package’s journey to your doorstep.
What if my package requires a signature but I’m not home?
For security, all packages require signature upon delivery. The carrier will typically leave a notice with instructions for rescheduling delivery or picking up your package at a local facility.

Payments

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure and convenient checkout.
Is my payment information secure?
Yes, we use industry-standard encryption to protect your payment information. We never store your full credit card details on our servers.
Why was my payment declined?
Payment declines can occur for various reasons including insufficient funds, incorrect card information, or your bank’s security measures. Please verify your information or contact your bank, then try again.

Returns & Exchanges

What is your return policy?
We offer a 15-day return policy from the date of delivery. Items must be unworn, in original condition, and include all packaging and certificates. Personalized items cannot be returned.
How do I initiate a return?
Please email our customer service at [email protected] with your order number and reason for return. We’ll provide return instructions and the appropriate address.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (wrong or defective item). We recommend using a trackable shipping method.
How long does it take to process a refund?
Once we receive your return, please allow 5-7 business days for inspection and processing. Refunds will be issued to your original payment method.
Do you offer exchanges?
Currently, we don’t offer direct exchanges. For a different size or style, please return the original item for a refund and place a new order.

Additional Questions

Can I include special instructions for my order?
Yes! During checkout, you can add special delivery instructions or gift messages in the designated field. While we can’t guarantee all requests, we’ll do our best to accommodate them.
Do you offer gift wrapping?
All our jewelry comes in elegant luxury gift boxes with our signature logo, making them ready for gifting. Additional gift wrapping isn’t currently available.
What should I do if I receive a damaged or incorrect item?
We sincerely apologize for any inconvenience! Please contact us immediately at [email protected] with photos of the issue and your order number. We’ll arrange for a replacement or refund as appropriate.

Still have questions? Our customer service team is happy to help! Email us at [email protected] and we’ll respond within 24 hours.