FAQs
We put together a list of our most frequently asked questions to help answer some of the questions you may have! If you need additional assistance or have any other questions, please email us at care@jadetale.com. We are happy to answer all questions you may have!
🛒 Ordering & Shipping
- Do you ship internationally, and what are the shipping costs?
Yes, we ship worldwide! Shipping is free on all orders over $50. For orders under $50, a flat-rate shipping fee will apply based on your region at checkout.
We work with trusted carriers to ensure safe, trackable delivery to most countries. Shipping times vary by destination from 6-16 days. Please note: Delivery times are estimates and may vary slightly due to customes or local courier delays.
- How can I track my order/shipment update?
As soon as your order ships, you’ll receive a shipping confirmation email with your tracking number and a direct tracking link.
You can check the status of your package anytime by clickingg the tracking link in your confirmation email, or visiting our Order Tracking Page and entering your order number and email.
Tracking tips: It may take 1-3 business days for tracking info to update after your order has been shipped. If your tracking link doesn't show movement yet, it may still in pre-transit or cleaning customs - this is completely normal.
- Can I change or cancel my order after placing it?
We understand — things happen! If you need to make a change or cancel your order, please contact us as soon as possible at care@jadetale.com.
We allow changes or cancellations within 2 hours of your purchase, before your order enters processing. After this window, your order may already be in production or packed for shipment, and we won’t be able to modify or cancel it.
If your order has shipped, you may still be eligible for a return or exchange after it arrives. Please refer to our Return Policy for more details.
💵 Payment, Duties & Returns
- What payment methods do you accept?
We accept a wide range of secure and convenient payment options to make your checkout smooth and worry-free: Visa, MasterCard, Discover, PayPal, Apple Pay & Goolge Pay (on supported devices) etc. and other internaltional cards.
- Will I have to pay duties, taxes, or import fees?
For your convenience, all duties, taxes, and import fees are included in the price you pay at checkout. This means there are no hidden charges or extra fees upon delivery, no matter where you are in the world.
We handle all customs clearance and related costs, so your shopping experience is smooth and worry-free.
- What is your return/exchange policy?
We want you to love your JadeTale jewelry! If you’re not completely satisfied, you can return or exchange your purchase within 30 days of delivery.
Return & Exchange Guidelines:
- Items must be in original condition, unworn, and with all packaging and tags intact.
- Customized or personalized pieces are not eligible for returns or exchanges.
- To start a return or exchange, please contact us at care@jadetale.com with your order number and reason.
- Once approved, we’ll provide instructions for the return shipping process.
- Refunds will be issued to the original payment method after we receive and inspect the returned items.
- Please allow up to 3 business days for your refund to process after we receive your return.
If you received a damaged or incorrect item, please contact us immediately so we can make it right.
🧠 Product Care & Sizing
- How do I measure my ring size, bracelet, or necklace?
Finding the perfect fit is easy with our simple measuring guide:
Ring Size:
- Wrap a thin strip of paper or string around the base of your finger.
- Mark where the ends meet.
- Measure the length with a ruler in millimeters (mm).
Bracelet Size:
- Measure your wrist circumference using a flexible measuring tape or a strip of paper.
- Wrap it just below your wrist bone (where you’d normally wear your bracelet).
- Add about 0.5 to 1 cm for comfort depending on how snug you want the fit.
Necklace Length:
- Decide where you want the necklace to sit (e.g., choker, collarbone, bust).
- Use our Necklace Length Guide with visuals to choose the best length for your style.
For detailed instructions and visuals, please visit our Size Guide page.
- What is the best way to care for my gemstone jewelry?
Natural gemstones are unique and can be delicate. Treat them with care and intention, just like the energy they carry. To keep your gemstone jewelry radiant and lasting for years, follow these simple care tips:
Daily Care
- Avoid contact with water, lotions, perfumes, and household chemicals — they can dull the stone’s shine or affect metal plating.
- Remove jewelry before showering, swimming, exercising, or sleeping.
- Store separately in a soft pouch or jewelry box to prevent scratches and tangling.
Cleaning
- Wipe gently with a soft, dry cloth after each wear to remove skin oils and dust.For deeper cleaning, use lukewarm water and a mild soap with a soft brush — avoid ultrasonic cleaners or harsh chemicals.
Energetic Cleansing
For spiritual or energetic cleansing, some gemstones can be:
- Smudged with sage or palo santo
- Charged under moonlight or placed on a selenite plate (avoid sunlight for delicate stones)
💎 Product Authenticity & Quality
- Are your gemstones natural and ethically sourced?
Yes — at JadeTale, we are deeply committed to using natural, ethically sourced gemstones. We believe in honoring the energy of the Earth — and that begins with honoring its people and materials.
Each stone is carefully selected from reputable suppliers who follow responsible mining practices and uphold fair labor standards. We prioritize partners who respect both people and the planet.
Our gemstones are:
- Genuine and natural, never synthetic
- Mindfully sourced, with a focus on environmental and social responsibility
- Lovingly handcrafted by skilled artisans to preserve their spiritual and aesthetic essence
- Do you offer warranties or guarantee quality?
Yes — we stand behind the quality and craftsmanship of every JadeTale piece. Each piece is handmade with care — and we’re committed to ensuring you love it as much as we do.
We offer a 1 year quality guarantee on all of our jewelry. If your item arrives with any defects in materials or workmanship, we’ll happily replace it or issue a refund.
What’s covered:
- Manufacturing defects
- Stone loosening or detachment (not due to impact)
- Faulty clasps or settings
What’s not covered:
- Damage from misuse, accidents, or improper care
- Natural wear and tear over time
To request a warranty claim, simply contact us at care@jadetale.com with your order number and a photo of the issue.
📦 Pre‑Orders & Customization
- Do you offer pre-order or custom-made options?
Yes, we do! Every custom design is a reflection of your spirit — we’re honored to bring it to life.
Pre-Orders
Occasionally, we open limited pre-orders for new or bestselling designs. These are handmade to order and may take 7–14 business days before shipping. You'll find the estimated delivery time clearly listed on the product page.
Custom-Made Jewelry
We also offer custom pieces upon request — whether it's adjusting a size, combining specific gemstones, or creating something meaningful just for you.
If you're interested in a custom or personalized piece, please contact us at care@jadetale.com with your idea, and we'll be happy to discuss what's possible.
- Can I customize a piece or request gift packaging?
Every order is thoughtfully packaged in a ready-to-gift box or pouch, perfect for any occasion. If you're sending a gift, you can also add a personalized message at checkout. Whether it’s a heartfelt gift or a meaningful piece for yourself, we’re here to make it special.
Custom Jewelry Requests
Looking for something unique? We offer limited customization options, such as:
- Adjusting bracelet or necklace lengths
- Selecting specific gemstones
- Creating matching sets or personalized designs
Simply email us at care@jadetale.com with your request — we’d love to help bring your vision to life.