Frequently Asked Questions (FAQs)
Ordering & Payments
How long will it take for my order to be processed?
All DionJewel® products are carefully handmade in our Istanbul workshop.
Since each piece is made-to-order, we kindly ask that you allow 1-7 business days (excluding weekends) before we ship your order.
If you need to meet a certain deadline or need expedited shipping, we may be able to accommodate your request.
Please email us at info@dionjewel.com .
How do I place an order?
Simply browse our product section, select your desired item, and click the “Add to Cart” button. Once you're ready, proceed to the checkout.
What payment methods do you accept?
We accept credit cards, debit cards, PayPal, and other payment options. You will see detailed options in the cart page.
Is my payment information safe?
We don't see or collect your card or payment details. Our payment system is hosted and secured by Shopify Payments.
Can I cancel my order?
- To cancel your order, please get in touch within 1 hour of your purchase. We allow penalty-free cancellations within this 1-hour window and will provide a full refund.
- Order cancellations are only possible if the item has not yet been shipped.
- Cancellations after indicated time period are subjected to 10% re-stocking fee.
- Any custom order cannot be cancelled, returned or exchanged after 1 hour of purchase.
- Personalized orders cannot be cancelled, returned or exchanged after 1 hour of purchase.
Can I include a personalized gift message with my purchase?
Yes of course!
You can let us know what you want written in the gift card during check out.
I have a question about my order. How can I get in touch with you?
You can use chat box or write to us via WhatsApp.
Also you can email us at info@dionjewel.com
Can I change the length/size of my order?
Yes, you can change the length or size if the item hasn't been made yet. Please contact us immediately to make the necessary adjustments.
What will happen if I don't collect my package?
- We do not take responsibility for packages that are not collected.
- Refunds will not be issued for for uncollected packages.
Returns & Exchanges
Can I return/exchange my jewelry?
Yes, please contact us within 3 days of delivery. Ensure that you ship it back to us within 7 days.
What are return/exchange terms?
- Return period starts after delivery confirmation and it is limited to 7 days.
- Returned product must be sent by paying the shipping charges.
- The shipments sent must be traceable and must be sent to be delivered with signature.
- When you want to return/exchange the product you have bought, please contact us for details on how to make the shipment.
- Returned and exchanged items are subjected to 30$+10% re-stocking fee.
- Additional costs of ours (transportation, repair, customs tax, etc.) may be deducted.
Are there items that can't be returned or exchanged?
- Custom & personalized orders cannot be returned and exchanged.
- For following lengths, items are also considered as personalized order.
‣ Bracelets; 6 1/2" and shorter,
‣ Necklaces; 15" and shorter,
‣ Rings; Size 4US and smaller.
Other remarks:
- Return period starts after delivery confirmation and it is limited to 7 days.
- Returned product must be sent by paying the shipping charges.
- The shipments sent must be traceable and must be sent to be delivered with signature.
- When you want to return/exchange the product you have bought, please contact us for details on how to make the shipment.
- Returned and exchanged items are subjected to 30$+10% re-stocking fee.
- Additional costs of ours (transportation, repair, customs tax, etc.) may be deducted.
- Custom & personalized orders cannot be returned and exchanged.
- For following lengths, items are also considered as personalized order.
‣ Bracelets; 6 1/2" and shorter,
‣ Necklaces; 15" and shorter,
‣ Rings; Size 4US and smaller.
Care Instructions & Warranty & Other
How do I care for my purchased gold jewelry?
- Your gold jewelry is exposed to skin oils, perspiration, dust, makeup, and more when worn on a daily basis. Clean your jewelry with a solution of 10-parts warm water and 2-parts dish soap on a daily basis to maintain the luster.
- Soak your gold jewelry pieces for 3 hours before gently scrubbing them with a soft cloth. Rinse thoroughly with hot water and wipe dry with a clean towel.
- Bonus Tip: after this, polish your jewelry with a jewelry polishing cloth for an extra shine!
- Attention: Gold is a soft metal. Brushing and drying should be done gently, and don't use a paper towel or tissue to avoid scratching your jewelry.
Does the product come with a warranty?
- All of our products are under our warranty for lifetime. Conditions below apply;
‣ If the stone falls off the item,
‣ If the lock/clasp breaks. - Also we will be more than happy to help you if your product requires small repairs or maintanence. Such as;
‣ If the product requires polishing or get scratched,
‣ If the product breaks or chain snaps,
*Return & re-delivery shipping costs belong to the customer.
*Any applicable customs taxes belong to the customer.
*Item must be sent back without any missing parts.
What can you tell me about the weight and length of products?
- Length is measured including clasp. The total distance between the beginning and the end of the product gives the full length. The usable length may be shorter due to the clasp mechanism, chain thickness, etc.
- Weight has ±5% error tolerance due to measurement instrument or the jewelry being manufactured by hand. Ring weights may be changed ±15% due to size.
- Necklace length may change 1/4" (6-7mm) due to the jewelry being manufactured by hand.
- Bracelet length may change 1/8" (3-4mm) due to the jewelry being manufactured by hand.
- Some chains may not be produced in the exact length as purchased due to each individual link size. In that case the chain will be made in closest length.
DionJewel® Brand Disclaimer
The information, images, and content provided on DionJewel®'s platforms (including website, social media channels, and any other promotional materials) are for general informational purposes only. While we strive to keep the information up to date and correct, DionJewel® makes no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability, or availability of any information, products, services, or related graphics contained on our platforms for any purpose.
Images of the products, all content, and jewelry designs are the exclusive property of DionJewel®. Unauthorized use, reproduction, or distribution of these images, content, or designs is strictly prohibited.
DionJewel®, its employees, affiliates, or representatives will not be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage arising from the purchase, use, or misuse of our products. It is the responsibility of the user or buyer to ensure that the products or information available through this platform meet your specific requirements.
All descriptions of products, product pricing, and availability are subject to change at any time without notice, at the sole discretion of DionJewel®. We reserve the right to make changes in item descriptions, FAQ sections, and other areas of content anytime.
DionJewel®'s logos, designs, and brand name are the exclusive property of DionJewel® and may not be used, reproduced, or distributed without the explicit permission of DionJewel®.
Any reliance placed on such information is strictly at the user's own risk.
We reserve the right to update or modify this disclaimer at any time without prior notice.