FAQs

Frequently Asked Questions (FAQs)

1. Where does Simona’s Peace ship to?

Simona’s Peace currently ships to Europe, the United Kingdom, and North America only.

If you are located outside these regions and wish to place an order, please contact us through the Contact Form on our website with a custom request. We reserve the right to accept or decline such requests at our discretion.

2. How long does it take to process and ship my order?

Orders are generally processed and shipped within 4 business days from the date of payment, unless otherwise stated.

Shipping times depend on the destination and carrier and are estimates only. Delays caused by carriers, customs, or events outside our control are governed by the Shipping and Delivery section of our Terms of Service.

3. Can I cancel or change my order after placing it?

Once an order has been accepted and processed, cancellations or changes may not be possible. Please review all order details carefully before completing your purchase. You may request cancellation only before you receive a shipping confirmation notice. Once an order has been shipped or a shipping notice has been issued, it can no longer be cancelled. This policy is further detailed in the Orders section of our Terms of Service.

4. What is your return policy for EU customers?

EU consumers have the legal right to withdraw from their purchase within 14 calendar days from the day the goods are received, without providing a reason.

To exercise this right:

You must notify us via the Contact Form on our website within the withdrawal period.
You must follow the return instructions provided, as set out in our Returns & Refunds Policy.

5. What is your return policy for international (non-EU) customers?

International (non-EU) customers may request a return by:

Notifying us via the Contact Form on our website within 7 calendar days of delivery, and
Shipping the item back within 7 calendar days after notification, at the customer’s expense.

These rights are contractual and subject to the Returns & Refunds Policy.

6. What happens if my item arrives damaged or defective?

If your item arrives damaged or defective, you must notify us within 14 calendar days of delivery using the Contact Form on our website.

A repair, replacement, or refund will be considered only after the item has been returned.
Return shipping costs are the customer’s responsibility.
A replacement may be offered only if the same item is in stock.
Personalized or custom items cannot be replaced.
If a replacement is approved, it will be shipped free of charge.

This process is governed by our Returns & Refunds Policy and Terms of Service.

7. What happens if my order is lost or damaged during shipping?

If your order is lost or damaged in transit:

You must notify us promptly via the Contact Form on our website.
We may request supporting documentation, such as carrier confirmation or photos.

Where appropriate and in accordance with our Terms of Service:

We may offer a refund once the loss is confirmed.
Replacement items are generally not sent for lost shipments.
Shipping carriers are independent third parties, and delivery risks transfer to the customer once the item is handed over to the carrier.

8. Are shipping costs refundable?

Original shipping costs are non-refundable unless required by applicable law. Return shipping costs are typically borne by the customer.

9. Are all items eligible for return or refund?

No. Items showing signs of wear, improper care, natural aging, or normal wear and tear are not eligible for return or refund. Personalized or custom items may also be excluded.

10. What happens if I am not at the delivery address on the day of delivery?

If you are not available to receive your order on the scheduled delivery day, please contact the courier company as soon as possible to arrange an alternative delivery date or time.

If the package cannot be delivered and is returned to us due to your unavailability, we reserve the right to deduct the shipping costs for both the original delivery and the return. Only the remaining balance will be refunded to you.

Further explanations are provided in our Returns & Refunds Policy and Terms of Service.

11. What payment methods do you accept?

We accept all major payment methods supported by Shopify Payments, including Visa, Mastercard, American Express, Apple Pay, Google Pay, and Shop Pay.
All payments are processed securely through Shopify’s encrypted checkout. We never store or have access to your full credit card details.
Apple Pay and Google Pay are available at checkout on supported devices and browsers.
All charges are processed in the currency displayed at checkout. Any currency conversion fees are determined by your bank or card provider.
Your payment is charged immediately after you complete your order.
If your payment is declined, it may be due to insufficient funds, incorrect billing information, or restrictions set by your bank. We recommend contacting your bank or trying a different payment method.
Once your payment is successful, you will receive an order confirmation email with your receipt.
We do not charge additional payment processing fees. However, your bank or card issuer may apply their own fees.
Shopify checkout allows only one payment method per order.

12. Are your jewellery items suitable for children?

No. Our jewellery is not intended for children or minors and may contain small parts.

Simona’s Peace shall not be liable for risks, injuries, or misuse arising from gifting or allowing children to use our products, whether supervised or not, as stated in our Product Safety and Liability sections of the Terms of Service.

13. Do plated jewellery items tarnish or change color over time?

Yes. Plated jewellery may naturally fade, discolor, or change in shine over time — even if the item is not worn. These changes are normal characteristics of plated jewellery and do not constitute defects.

14. How should I care for my jewellery?

To help preserve your jewellery:

Avoid water, chemicals, perfumes, cosmetics, and sweat
Store items properly when not in use
Avoid friction and improper storage

Damage resulting from improper care or normal wear is not covered, as detailed in the Care & Maintenance section of the Terms of Service.

15. Are product images accurate representations of the jewellery?

Most product images are AI-generated or digitally enhanced and are provided for illustrative purposes only. Actual product appearance may vary.

• Images showing the jewellery alone are based on real photographs and may be digitally enhanced for clarity.
• Images showing jewellery worn by a model are AI-generated and used for styling and scale reference only. These images may not accurately represent exact dimensions, proportions, or fine details.

Because many of our pieces are made to order or produced in small batches, we don’t offer additional custom photography for individual items before purchase.

Final products may vary slightly from images and descriptions due to production and sourcing differences.

This is explained further in our Legal Notice and Terms of Service.

16. Are you affiliated with Pandora or other brands?

No. Simona’s Peace is an independent brand and is not affiliated with, endorsed by, or sponsored by any third-party brands. Compatibility references are illustrative only.

17. Why do some designs look similar to other brands?

Jewellery designs may reflect common styles, trends, or functional compatibility. Visual similarity does not imply infringement, affiliation, or endorsement.

18. What is the difference between stainless steel and titanium steel?

Stainless steel is a durable alloy widely used in jewellery for its corrosion resistance and strength.
“Titanium steel” is a commercial term commonly used to describe high-grade stainless steel and does not necessarily contain pure titanium unless explicitly stated.

19. What is the difference between gold-plated stainless steel and gold-plated brass?

The difference lies in the base metal, which affects tone and behavior over time.

Gold-plated stainless steel often has a cooler or slightly muted gold tone and offers higher resistance to corrosion.
Gold-plated brass typically has a warmer, richer gold appearance but is more sensitive to air, humidity, and storage conditions.

Both are industry-standard materials, and natural changes over time are expected.

20. Why does gold-plated jewellery appear in different shades or tones?

Gold-plated jewellery may vary in color due to several factors, including base metal, plating thickness, plating method, and gold tone used.

Gold-plated stainless steel typically appears cooler or slightly less warm than gold-plated brass.
Gold-plated brass usually shows a deeper, warmer gold tone.
14k gold-plated brass may appear lighter or softer in color compared to 18k gold-plated brass, which generally has a richer and deeper gold hue.
Items described simply as “gold-plated” may use gold-tone plating that is not real gold, which can differ in shade and appearance.

Such variations are normal and inherent to plated jewellery. Color tone, warmth, or depth may not always be explicitly stated in product descriptions and do not constitute defects or quality issues.

Variations in gold tone, warmth, or finish — including differences between plating types, karat tones, or base metals — are normal characteristics of plated jewellery and are not grounds for return, replacement, or refund.

21. What is the difference between vacuum-plated and electroplated jewellery?

Vacuum plating (PVD) generally offers a more even and durable finish.
Electroplating is a traditional method and may show wear sooner depending on usage and care.

Neither method prevents natural aging or normal wear.

22. Can two items of the same design look slightly different?

Yes. Minor variations in color, finish, or texture may occur due to materials, plating methods, manufacturing batches, or digital rendering. These variations are normal.

23. How are materials sourced and described?

We exercise reasonable diligence when sourcing materials and rely on supplier-provided information. While we aim for accuracy, we cannot guarantee that all material descriptions are free from supplier error.