Using Code "XG2019"​ To Get 10% Off On Name Necklace Orders! Offer Ends 17/11/2019!
Free shipping on all NZ orders over $30 | INT orders over $99 .

FAQs

Shopping Information

WHEN I ORDER WILL BE PROCESSED?
We generally process all orders within the day it was purchased. However, due to the courier’s hours of operation, orders submitted on Fridays (after 12pm) and weekends will be shipped the following Monday.
WHAT SHIPPING OPTIONS DO YOU OFFER IN NEW ZEALAND?
All orders within New Zealand are shipped by CourierPost.
DO YOU SHIP INTERNATIONALLY?
Yes, we do ship internationally. The international postage can been found at checkout.
CAN ITEMS BE DELIVERED TO A PO BOX ADDRESS?
We can deliver your order to a P.O.Box address (New Zealand Order only).

Payment Information

WHAT PAYMENT METHODS ARE ACCEPTED?

We accept major credit cards, Visa, MasterCard,Paypal and Bank transfer.

If you choose to pay via the Internet Banking then you will be given our Bank Details & relevant reference number after you checkout. Please make sure to include the reference when paying so we can process the payment as quickly as possible. You can also make a deposit at any branch of the ANZ Bank by using the same details.

WILL MY CREDIT CARD BE SAFE?

Our Store is using industry-standard SSL encryption, and the credit card payment gateway is handled by Stripe. Stripe is the leading payment provider in worldwide.

If you choose the credit card payment gateway to complete your purchase, then Stripe stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.


Orders and Returns

WHAT IF I CHANGE MY MIND ON THE PURCHASE?

For Necklaces and Rings

Change of mind or you are dissatisfied with your order? Not a worry, you can return your order within 14 days, we will gladly do a refund for you. (excluding shipping charges). No questions asked! The item must be unworn or only tried. Contact must be made within 3 days after receiving the necklace or ring.

For Body Piercings & Earrings

Please check that the style/Colour is what you expected before you break the heat seal bag. Once the heat seal is broken, due to health and hygiene reasons, body jewellery and earrings cannot be accepted for a refund or exchange. We sincerely apologise for this but hope that you understand.

For Personalized Jewellery

Personalized Jewellery cannot be exchanged and refunded, as the personalized jewellery is one-of-a-kind unless we made wrong items for your order.

WHAT CAN I DO IF I HAVE RECEIVED A FAULTY/DAMAGED PRODUCT?
If you receive any faulty, damaged or wrong product, please email us when you receive the product, we will arrange to have the wrong product sent back to us at our cost, and replace it or refund you your money back upon return.
HOW DO I TRACK MY ORDER?
Tracking numbers are assigned to packages when they ship. Once they’ve shipped, you’ll receive an email which includes a tracking link, along with your order information. From the tracking page, you'll be able to see your estimated delivery date and have the ability to sign up for shipping and delivery notifications.
CAN I EXCHANGE THE RING IF THE RING SIZE 'DOESN'T FIT'?
We are happy to exchange the rings if the size 'doesn't fit', if we have the same ring in the requested size as per any size options on the listing, in stock, at the time we receive the return. The customer will be responsible for all courier charges. Contact must be made in 3 days after receiving the ring.

Product Information

HOW LONG WILL IT TAKE TO MAKE MY NAME NECKLACE?
Your name necklace, will be designed, cut, polished, the chain attached, and prepared for post from our Auckland stores, all within 5 business days.
WHAT MATERIALS ARE NAME NECKLACES MADE FROM?
All our name necklaces are made of.925 sterling silver. Gold name necklaces are made of 24K Gold plated over .925 Sterling Silver.
WHAT IS .925 STERLING SILVER?
To make silver durable enough for use in jewelry, pure silver, which has a .999 (99.9%) purity, is often alloyed with small quantities of copper (7.5%). The copper is added to strengthen the silver, and the resulting product is referred to as .925 sterling silver (92.5%).
WHAT MATERIALS ARE YOUR BODY PIERCING JEWELLERY, WOMEN'S JEWELLERY AND MEN'S JEWELLERY MADE FROM?
Since there are a lot of items featured, so they are made of different materials, such as 316L Surgical Steel, Stainless Steel, 925 Sterling Silver, Gold plated, Rose Gold Plated, Titanium plated or Swarovski Crystals or Cubic Zirconia. Generally speaking, you can identify the material from the items’ “TITLE” or “MATERIAL" in the description.
SILVER JEWELRY MAINTENANCE TIPS:

• Polish your silver jewelry regularly using non-abrasive soft cleaning cloth, or with lukewarm water, gently brush it clean and then rinse it in clean water.

• To remove caked-on dirt, let it soak for 10 minutes in lukewarm, soapy water, gently brush it clean, then rinse in clean water. For a shinier surface, polish with a cloth and cleaning solution.

• Do not expose jewelry to chemicals. Silver is detailed through oxidation. Exposure to harsh chemicals can alter the appearance of your Soufeel product. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas. Oxidized silver and pearls are easily damaged.

• When not using your jewelry, avoid exposing it to direct sunlight as well as harsh substances like chlorine. Store them in a cool, dry place, a zip-lock bag, or an individual cloth pouch to help prevent both tarnishing and scratching.

Above FAQs are some common concerns of our customers before purchasing our items, if you have other questions, please Contact us

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